Gleap AI agents can work with Dialpad through Composio, for support teams that take phone calls in Dialpad and handle chat, email, bug reports and feedback in Gleap. A custom agent can bring what customers said on the phone into the Gleap ticket and queue callbacks, while your team stays on the line.
What a Gleap agent can do in Dialpad
- What the customer said on the phone: Fetch call transcript by id reads a call’s transcript, so the agent can summarize the steps and error messages the customer described for the teammate on the Gleap ticket.
- Recent calls with a customer: Retrieve call information returns call details, so the teammate on a Gleap ticket knows the customer already phoned in.
- Callbacks on request: Create callback queues a callback in a Dialpad call center when a customer in the Gleap widget asks to be called.
- Labels for known issues: Attach labels to call tags calls about the same bug, so the phone team can see how often it comes up.
Example: a customer who prefers the phone
A customer writes in the Gleap widget that their invoices show the wrong tax rate and asks for a call. A teammate asks the agent on the ticket to arrange it, and the agent queues a callback in the billing call center in Dialpad. After the call, the teammate asks the agent again, and it reads the transcript and posts the invoice numbers and the tax rate the customer expected in the ticket’s agent chat. The billing teammate decides on the correction.
How to connect Dialpad
- In Gleap, open AI & Automation, then Agents, and select the custom agent that should use Dialpad, or click Create agent.
- Under Tools, click Add tool, search for “Dialpad” and select it.
- Click Connect Dialpad and follow the authorization Gleap shows: approve access in the Dialpad sign-in window, or enter a Dialpad API key if the form asks for one.
- Open the Dialpad tool and switch off every action the agent should not use, such as the outbound call and hangup actions, call router changes and deletes.
- Publish the agent and test it in chat before you turn on a trigger.
Custom agents are on the Team, Pro and Enterprise plans. Kai Support can use connected apps as tools on Team, Pro and Enterprise.
FAQ
Does Gleap integrate with Dialpad?
Yes. Gleap AI agents use Dialpad through Composio’s Dialpad toolkit, which supports OAuth and API keys. The agent reads and writes Dialpad data when it runs; calls are not logged in Gleap automatically.
What can a Gleap AI agent do in Dialpad?
It can read calls, transcripts, contacts, call centers and statistics, create callbacks and contacts, label calls, and manage call routers, call centers, subscriptions and outbound calls. Actions that place or end calls affect customers directly, so keep them off.
Which Gleap plan includes the Dialpad integration?
Custom agents that use Dialpad are part of the Team, Pro and Enterprise plans, and Kai Support can use connected apps as tools in its customer conversations on Team, Pro and Enterprise. Transcripts depend on your Dialpad plan and settings. AI usage is billed separately; see pricing.
How does this compare with Gleap’s Aircall integration?
Gleap’s native Aircall integration starts calls from a Gleap contact and keeps the call notes with the account. Teams on Dialpad can use this toolkit to bring call context into Gleap tickets instead.
