Do I have to migrate off Dialpad?

No. Dialpad stays your phone system. Open is a destination on the queue or IVR branch you choose.

BYOC SIP or forwarding — which should I use?

Use BYOC SIP if your Dialpad plan supports it (cleaner, lower latency, native transfers). Otherwise use call-queue forwarding to an Open-owned number.

Does this work with Dialpad Ai Contact Center?

Yes. Add Open as a routing destination on the contact center skill you want AI'd.

Can the AI escalate to my Dialpad agents?

Yes. SIP REFER (BYOC) or PSTN bridge (forwarding) returns the call to a Dialpad user/queue with the transcript attached.

What does this cost on top of Dialpad?

Dialpad keeps billing seats. Open charges per resolved conversation.

How long does setup actually take?

Inbound is typically 15–20 minutes.

Cloud PBX

Open for Dialpad

Route a Dialpad call queue, IVR option, or contact-center skill to Open and the AI picks up — Dialpad stays your phone system.

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Setup time: Under 20 minutes
Auth: Digest credentials, BYOC pairing, or PSTN forward
Directions: Inbound · Outbound · Call transfer
Pricing: Included with Open

01 — Overview

Can I add an AI phone agent to my Dialpad setup?

Yes. Dialpad supports both BYOC SIP routing and call-queue forwarding to external destinations, so Open can join either as a SIP endpoint or via PSTN forward — your pick depending on your Dialpad plan.

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.

What stays the same on Dialpad

Dialpad users and app
Seats, departments, and the Dialpad app don't change.
Numbers and dial plan
Numbers stay on Dialpad. Dial plan still owns routing.
Dialpad's own AI features
Real-time transcription, coaching, and analytics keep working on the Dialpad side.
Reporting
Dialpad analytics continue for legs Dialpad answered.

What's new with Open

A SIP or forwarding destination
On the queue or IVR branch you want AI'd, you add Open as a destination.
AI handles those legs
Open answers the forwarded/SIP leg and runs the conversation.
Transfers carry context
Escalations to a Dialpad user/queue receive the live transcript.
Pricing model
Open per resolved conversation — no extra Dialpad seats needed.

02 — Why this works

The native Dialpad experience

Two integration paths
BYOC SIP on plans that support it; call-queue forwarding on plans that don’t.
No new seats just for AI
AI is a destination, not a Dialpad user.
Per-queue opt-in
Pick exactly which queues or IVR options get AI.
Warm transfer back to your Dialpad agents
When the AI escalates, your existing Dialpad agents receive the call with the live transcript.

03 — Setup guide

Wire up Dialpad in under 20 minutes

Two trunks — one inbound, one outbound. Both configurable from Settings → SIP in the Open dashboard.

1
Open Settings → SIP
Open the inbound trunk configuration.
2
Pick a SIP region
Choose Global, US, EU, or APAC.
3
Copy the SIP credentials
Grab the SIP endpoint, username, and password.
4
Pick the Dialpad target
Decide which queue, IVR option, or contact-center skill should route to AI.
5
Add Open as a destination
In Dialpad: queue → Routing → External SIP (BYOC plans) or Forward to External Number (other plans), pointing at Open.
6
Add the matching numbers to Open
Under Phone Number (DID), add the Dialpad numbers that fronted the queue.
7
Assign numbers to an AI agent
Channels → Phone → Agents → assign DIDs.
8
Place a test call
Dial a Dialpad number and confirm Open answers.

04 — Configuration

Settings → SIP, at a glance

A real inbound trunk for Dialpad looks something like this. Yours are generated when you open Settings → SIP.

Inbound trunk · Dialpad

Sample

SIP endpoint: sip.us.opencx.comUS region
Transport: TLSrecommended
Username: open_inbound_dp…
Password: ••••••••••••••••
Dialpad target: Queue / IVR / Skill

05 — Security

Encrypted, audited, refundable

SIP over TLS for signaling, SRTP for media. Every call is logged with full reasoning traces. SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready. Backed by the Open $2M Refund Guarantee.

06 — FAQ