Open for Dialpad

Dialpad remains the phone system. Users, numbers, dial plans, and the Dialpad app all stay where they are. Open joins as a destination — either via SIP (on plans that support BYOC / external SIP routing) or via call-queue forwarding to an Open-owned phone number on plans that don't expose SIP. The calls you opt-in to AI flow through Open; everything else keeps working untouched.

For Dialpad Business Communications and Dialpad Ai Contact Center on plans that support external SIP routing, the cleanest pattern is to add Open as a SIP endpoint on the call queue or IVR option you want AI'd. The inbound INVITE lands on Open, the AI picks up, and SIP REFER hands the call back to a Dialpad agent on escalation.

On plans without external SIP, the integration uses call-queue forwarding to an Open-owned PSTN number. You provision an Open inbound number, attach it as the queue's overflow / forwarding destination, and Dialpad routes matching calls to it. AI answers, then warm-transfers back to a Dialpad number for human handoff.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, HubSpot, Zendesk, calendar, payments, plus Dialpad's contact records via their API), and acts. Every call is recorded and trace-logged.

Billing stays predictable. Dialpad keeps invoicing seats and minutes. Open charges per resolved conversation — no markup, no extra Dialpad seats needed for an AI front-line.