Connect Dialpad

NitroDialer doesn't carry your calls — Dialpad does. NitroDialer decides who to call next, asks Dialpad to place the call from the agent's own Dialpad line, listens to Dialpad's call events, and records the outcome.

Signing in

Agents sign in with Sign in with Dialpad (OAuth with PKCE). NitroDialer stores each agent's Dialpad token encrypted (AES-256-GCM) and refreshes it automatically, so agents only sign in again if they revoke access or change Dialpad accounts.

NitroDialer asks for these Dialpad permissions:

• basic account access, to place calls for the agent and read their Dialpad user id,
• offline_access, so the session survives overnight,
• recordings_export, so recording links can be added to CRM notes.

The embedded Dialpad softphone

The Dial screen embeds Dialpad's own softphone (Dialpad CTI) on the left. Calls ring and are heard through it. Agents sign in to it once per browser.

Use Chrome or Edge and allow microphone access when the browser asks.

Registering call events

An admin selects Register webhook in Settings → Integrations once per workspace. NitroDialer then receives signed events (JWT, HS256) for every call state: calling, ringing, connected, hangup, missed, voicemail, recordings and Dialpad AI recaps.

These events drive the dialer:

• Ringing too long? NitroDialer hangs up when the campaign's ring limit is reached (25 seconds by default) so the agent moves on.
• Connected starts the talk-time clock; hangup stops it and opens the outcome panel.
• Recording and AI recap events arrive after the call; NitroDialer rewrites the CRM note to include them.

If Dialpad never reports a call, NitroDialer gives up after the ring limit plus 20 seconds, marks the call as ended and lets the agent pick an outcome.

Why calls are at least 12 seconds apart

Dialpad allows 5 call starts per minute per user through its API. That's one every 12 seconds. In practice a power-dial cycle — ringing, a no-answer, and the wrap-up countdown — takes longer than that, so agents never feel it. If an agent skips quickly through several leads and hits the limit, NitroDialer shows a short message and dials again automatically.

This is also why NitroDialer is a power dialer (one line per agent) and not a predictive dialer. A predictive dialer calls several numbers per agent at once and drops people who answer when no agent is free — something telemarketing rules in the US, Canada, the UK and Australia limit or penalize.

Caller ID

Each campaign can set an outbound caller ID. It must be a number on your Dialpad account. Leave it empty to use each agent's default Dialpad number. You can also dial as a Dialpad call center or department so calls count toward that group in Dialpad's own reports.