What is a connection?
Dialpad WFM integrates with your existing customer service platforms to pull in your contact volumes and create your forecast. We currently connect with 9 platforms, and we are adding more all the time.
Dialpad WFM integrates with Zendesk, Front, Twilio, Aircall, Intercom, Dixa, Kustomer, Salesforce and Talkdesk
What data do you get and is it secure?
Dialpad WFM can only see your contact volumes, not the content. The content is redacted when we collect your data.
Dialpad WFM is also proud to be SOC 2 compliant 🔒. SOC 2 is an auditing procedure that ensures that service providers securely manage their customers data to protect their privacy. We consider SOC 2 compliance as a minimal requirement for any SaaS provider.
For more information, you can read our privacy policy. If you would like a copy of our SOC 2 report, please contact security@teamsurfboard.com.
How does it work?
Once you have made your connection, Dialpad WFM will collect your historic contact volumes to start analysing trends in customer contacts.
Going forward, Dialpad WFM will then collect updated contact volumes each day which feed into your forecast. You can also compare your actuals to your forecast in the forecast page of Dialpad WFM.
You can use queues to filter your forecast and create more granular views of each of your inboxes, channels, groups or themes. Read more about queues here.
How to connect your platform
1-click connections
API connections
Connecting with Intercom
In Dialpad WFM
Go to Connections in settings.
Select 'Connect to Intercom'
You’ll be taken to another screen to authorise your connection.
Your platform will be connected and ready for forecasting. Depending on the volume of contacts in your platform, it usually takes around 72hrs for Dialpad WFM to download enough data to generate forecasts.
Connecting with Front
In Dialpad WFM
Go to Connections in settings.
Select 'Connect to Front'
You’ll be taken to another screen to authorise your connection.
Your platform will be connected and ready for forecasting. Depending on the volume of contacts in your platform, it usually takes around 72hrs for Dialpad WFM to download enough data to generate forecasts.
Connecting with Twilio
In Dialpad WFM
Go to Connections in settings.
Select 'Connect to Twilio'
You’ll be taken to another screen to authorise your connection.
Your platform will be connected and ready for forecasting. Depending on the volume of contacts in your platform, it usually takes around 72hrs for Dialpad WFM to download enough data to generate forecasts.
Connecting with Aircall
In Dialpad WFM
Go to Connections in settings.
Select 'Connect to Aircall'
You’ll be taken to another screen to authorise your connection.
Your platform will be connected and ready for forecasting. Depending on the volume of contacts in your platform, it usually takes around 72hrs for Dialpad WFM to download enough data to generate forecasts.
Connecting with Salesforce
To connect Dialpad WFM to your Salesforce account, you'll need to provide us with your Salesforce subdomain. (Your subdomain is its unique identifier for your organisation in Salesforce.)
The subdomain is used as your org-specific subdomain in Salesforce login and application URLs. For example, https://mycompany.my.salesforce.com.
In Dialpad WFM
Go to Connections in settings.
Select 'Connect to Salesforce'
You’ll be taken to another screen to authorise your connection.
Your platform will be connected and ready for forecasting. Depending on the volume of contacts in your platform, it usually takes around 72hrs for Dialpad WFM to download enough data to generate forecasts.
Connecting with Zendesk
To connect Dialpad WFM to your Zendesk account, you'll need to provide us with your Zendesk subdomain. (Your subdomain is its unique identifier for your organisation in Zendesk.)
There are a couple of ways you can find this:
It’s usually included in your URL: https://yoursubdomain.zendesk.com
You can also get a list of Zendesk subdomains that your email address is associated with from the Remind me page.
Once you've got your subdomain, send it over to your Customer Success manager. We'll then add this data to your account so you can make your connection to Zendesk.
The remind me page in Zendesk will help you find your subdomain.
Connecting with Dixa
To connect Dialpad WFM to your Dixa account, we’ll need an API token. You’ll usually need to have an admin account for Dixa to find this.
☝ An API token is a unique identifier for your account that authorises us to access information about your data.
In Dixa
When logged into Dixa, go to the Settings page. Scroll down to the Manage menu and find Integrations.
Choose API Tokens as a card and click on Configure API tokens.
Choose the action Add API token.
Give the API token a name that will make it easy to find it in the list, like “Dialpad WFM”. Choose Dixa API as the API version, and click Add API token.
Your token should now have been generated. Copy the token and make a note of it.
Your API token will be a long string of numbers and letters.
In Dialpad WFM
Go to Connections in settings.
Find Dixa from the list and hit connect.
You’ll be shown a field to enter your API token. Paste the token you generated from Dixa and hit save.
Your Dixa account will be connected and ready for forecasting.
Connecting with Kustomer
To connect Dialpad WFM to your Kustomer account, we’ll need an API key. You’ll usually need to have an admin account for Kustomer to find this.
In Kustomer
When logged into Kustomer, go to the Settings page. Scroll down to the Security menu and find API keys.
Give the API token a name that will make it easy to find it in the list, like “Dialpad WFM”.
You’ll be asked to select the roles required by the integration. There are 2 you’ll need to select:
org.permission.conversation.read
org.permission.message.read
Choose not to give the API key an expiry date in the dropdown.
Select create. Your token should now have been generated. Copy the token and make a note of it.
You’ll add the details in a form in Kustomer.
In Dialpad WFM
Go to Connections in settings.
Find Kustomer from the list and hit connect.
You’ll be shown a field to enter your API key. Paste the token you generated from Kustomer and hit save.
Your Kustomer account will be connected and ready for forecasting.
Connecting with Talkdesk
To connect Dialpad WFM to your Talkdesk account, we’ll need 3 sets of data. You’ll usually need to have an admin account for Talkdesk to find this.
In Talkdesk
First, check that you have access to the 'Builder' section in Talkdesk. This is the section where you manage all of your integrations. If you don't have access to this, ask an admin from your team to help or request access directly from Talkdesk.
Go to the OAuth client page in the Builder section of your Talkdesk account.
Click New OAuth client.
We recommend you name this client 'Dialpad WFM' to make it easy to identify.
Tick client credentials under 'Grant type'
Click Add scopes.
In the modal, add the following 2 scopes (You can search for these to make it easier):
data-reports:write - Create new data reports.
data-reports:read - Download previously generated data reports.
Save these scopes and then click Create in the top right of the page.
A modal will now open containing the IDs you need. You'll only be able to view this data once, so leave this tab open and open Dialpad WFM in a new tab.
In Dialpad WFM
Go to Connections in settings.
Find Talkdesk from the list and hit connect.
You’ll be shown 3 fields.
Paste your company's Talkdesk url into the first box. The format will change depending on which region you're in:
US - https://{talkdesk-account-name}.talkdeskid.com
EU - https://{talkdesk-account-name}.talkdeskid.eu
CA - https://{talkdesk-account-name}.talkdeskidca.com
Copy the Client ID from the Talkdesk tab and paste it in the second field.
Copy the Client Secret from the Talkdesk tab and paste it the third field.
Click Save.
Your Talkdesk account will be connected and ready for forecasting.
🤔 Got another question, or is there something else you need help with?
Chat to us on Intercom or send us an email at contact@teamsurfboard.com and we’ll get back to you.