Dialpad API Capabilities (Reference)

Date: 2026-05-05 Purpose: Evaluate Dialpad API capabilities for extracting call data, SMS, voicemails, transcripts, and contact information to enrich Jobber CRM customer profiles and improve marketing personalization for Trimlight Phoenix and AZ Palm Tree Lights.

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1. Dialpad API Overview

Does Dialpad Have a Public REST API?

Yes. Dialpad offers a comprehensive REST API (v2) with 140+ endpoints covering voice, SMS, user management, analytics, contact center, and AI features.

• Base URL (Production): https://dialpad.com/api/v2/
• Base URL (Sandbox): https://sandbox.dialpad.com/api/v2/
• Documentation: https://developers.dialpad.com/docs
• API Reference: https://developers.dialpad.com/reference
• Python SDK: https://github.com/dialpad/dialpad-python-sdk (also on PyPI as python-dialpad)

Authentication Methods

Dialpad supports two authentication approaches:

1. API Key (Recommended for Jack's use case)

• Generated directly by a company admin in Dialpad settings
• Best for internal-only integrations (single company)
• No OAuth flow required -- simpler setup
• Token is used as a Bearer token in the Authorization header:

  Authorization: Bearer <api_key>
  

• Can also be passed as a query parameter (?apikey=<token>) but this is discouraged for security

2. OAuth 2.0 (Three-Legged Authorization Code Flow)

• Recommended for multi-company app developers building integrations for the Dialpad Marketplace
• Standard OAuth flow: authorize endpoint -> authorization code -> token exchange
• Supports PKCE for additional security
• Tokens can be refreshed via the offline_access scope
• Requires registration with Dialpad to receive client_id and client_secret
• Production authorize endpoint: https://dialpad.com/oauth2/authorize
• Production token endpoint: https://dialpad.com/oauth2/token

For Jack's setup, the simple API Key approach is sufficient. OAuth is overkill for a single-company internal integration.

Available OAuth Scopes

These scopes control what data the API key or OAuth token can access:

Important: Some scopes require Dialpad approval. Contact api@dialpad.com to request additional scopes.

Rate Limits

Key note: Rate limits are applied at the company level, not per API key. Using multiple API keys from the same company does NOT increase the rate limit.

Plan Requirements for API Access

Dialpad offers three tiers:

Assessment: API access is generally available across plans, but advanced integrations (custom apps, full API endpoint access) typically require Pro or Enterprise. Jack should verify his current plan level. If he is on Standard, he may need to upgrade to Pro ($25/user/month annual) for reliable API access with all scopes.

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2. Available Data Endpoints

Call Logs / Call History

Endpoint: GET /api/v2/call (Call List)

• Scope required: calls:list
• Rate limit: 1,200/minute
• Features:
  • Paginated list of completed calls in reverse-chronological order
  • Cursor-based pagination for large result sets
  • Filter by started_after and started_before (Unix timestamps in ms)
  • Filter by target_id and target_type (user, department, office, call center, etc.)
  • Option to include anonymized records

Endpoint: GET /api/v2/call/{id} (Call Get)

• Rate limit: 10/minute (significantly lower -- use sparingly)
• Returns comprehensive call details:
  • call_id -- unique identifier
  • direction -- inbound or outbound
  • date_started, date_rang, date_connected, date_ended (Unix timestamps)
  • duration and total_duration (milliseconds)
  • contact -- external party info (name, phone, email, type)
  • external_number and internal_number (E.164 format)
  • was_recorded and recording_details (URLs and duration)
  • transcription text
  • group_id -- department/mainline/queue association
  • custom_data -- user-provided metadata
  • MOS (Mean Opinion Score) for call quality
  • Transfer status, call labels, routing breadcrumbs
  • CSAT scores and survey responses

Verdict: Fully capable of pulling call history by user or department, including duration, direction, timestamps, and caller info.

Call Recordings and Transcripts

Endpoint: GET /api/v2/transcripts/{call_id} (Call Transcript)

• Rate limit: 1,200/minute
• Scope required: recordings_export for recording URLs
• Returns:
  • Full Dialpad AI transcript of the call
  • "Moments" (key topics/events detected by AI)
  • Each transcript must be retrieved individually by call_id
  • Cannot use master_call_id to retrieve transcripts

Recording URLs:

• All recording links follow pattern: https://dialpad.com/secureblob/callrecording/...
• Require OAuth or API key with recordings_export scope
• Available via the Call Get endpoint in recording_details

AI Recaps (Dialpad AI / DialpadGPT):

• Available via call events with state recap_summary and recap_outcome
• AI-generated summaries include:
  • Call summary (key conversation points)
  • AI Action Items (follow-up tasks)
  • AI Call Purpose (reason for the call)
  • AI Outcome (how the call concluded)
• Available on calls where Dialpad AI is enabled

Verdict: Excellent. Full AI transcripts, recordings, and AI-powered summaries/recaps are accessible via API. This is one of Dialpad's strongest differentiators.

SMS / Text Message History

Endpoint: POST /api/v2/sms (SMS Send)

• Rate limit: 100/minute (Tier 0) or 800/minute (Tier 1)
• Parameters:
  • to_numbers -- up to 10 E.164 phone numbers
  • text -- message content
  • from_number -- sender's Dialpad number
  • user_id -- user sending on behalf of
  • sender_group_id / sender_group_type -- send from department/office/call center
  • media -- base64-encoded attachment for MMS (max 500 KiB)
  • channel_hashtag -- for Dialpad channel messaging
• Supports MMS (images/video up to 1MB for PSTN contacts)
• Supports multi-line text with \n

SMS History / Retrieval:

• No dedicated "list SMS history" endpoint exists in the public API
• SMS data is accessed via SMS Event webhooks (real-time) -- see Section 3
• Historical SMS conversations are visible in Dialpad's Conversation History UI but the API does not expose a bulk SMS history retrieval endpoint
• Workaround: Subscribe to SMS events via webhook and store messages in your own database as they arrive

Important privacy note: By default, SMS text content is NOT included in SMS events. You must enable the message_content_export scope (for authenticated user) or message_content_export:all (company-wide) to receive actual message text.

Verdict: Can send SMS via API and receive real-time SMS events via webhooks, but there is no endpoint to pull historical SMS conversation threads. Must set up webhooks to capture SMS data going forward.

Voicemails and Voicemail Transcripts

• Voicemail events are delivered via call event webhooks with state voicemail
• Voicemail recording URLs are included in call event payloads
• Voicemail transcription is a built-in Dialpad feature (visual voicemail)
• The transcript endpoint (GET /api/v2/transcripts/{call_id}) can retrieve voicemail transcripts
• Voicemail data is also available via the Call Get endpoint

Verdict: Voicemail data, recordings, and transcripts are accessible. Use call events with voicemail state and/or the transcript endpoint.

Contact / Customer Records

Endpoint: GET /api/v2/contacts/{id} (Contact Get)

• Rate limit: 1,200/minute
• Returns:
  • display_name, first_name, last_name
  • company_name, job_title
  • primary_phone, phones (E.164 format)
  • primary_email, emails
  • extension
  • type -- "shared" or "local"
  • owner_id
  • urls (websites)
• Limitation: Only contacts of type shared and local can be retrieved
• No search-by-phone-number endpoint: You cannot search contacts by phone number via the public API. An internal endpoint exists but is not available with OAuth/API tokens. You must know the contact ID.

Verdict: Can retrieve contact details by ID, but cannot search by phone number. To build a phone-number-to-contact lookup, you would need to maintain your own mapping table, populated via webhooks or periodic syncs.

Call Analytics / Stats

Endpoint: POST /api/v2/stats (Initiate Processing) + GET /api/v2/stats/{request_id} (Get Result)

• Rate limit: 200/hour (POST), 1,200/minute (GET)
• Asynchronous: Submit a stats request, wait 15-20 seconds, then poll for results
• Returns CSV data

Two export types:

Parameters:

• target_id / target_type -- filter by office, department, call center, or user
• office_id -- aggregate across all targets under an office
• is_today -- real-time tables (refreshed every 30 min, cached 30 min)
• days_ago -- historical tables (updated every 4-5 hours, cached 3 hours)
• timezone -- tz database format (e.g., America/Phoenix for Jack)

Verdict: Full analytics export capability. Can pull aggregated call volume stats or individual call records with metadata. Good for building dashboards or periodic reports.

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3. Webhook / Event Support

Dialpad has a robust webhook system for real-time event notifications.

Setup Process

1. Create a webhook: POST /api/v2/webhooks -- registers your endpoint URL
2. Create event subscription: Subscribe to specific event types on your webhook
3. Events are delivered as HTTP POST requests to your webhook URL

Security

• Optional: Provide a secret when creating the webhook
• If secret is set, events are signed as JWT using HS256
• If no secret, events are sent as plain JSON

Available Event Types

Call Event States (24+ states available)

Key states relevant to Jack's use case:

• calling, ringing, connected, hangup -- standard call lifecycle
• missed -- missed call detection
• voicemail -- call went to voicemail
• hold, merged -- call handling
• transcription, call_transcription -- transcript available
• recording -- recording started/available
• recap_summary -- AI recap/summary generated
• recap_outcome -- AI-determined call outcome
• ai_playbook -- AI playbook match

Subscription Targeting

Events can be scoped to:

• Entire company
• Specific office
• Call center
• Department
• Individual user

Limits: 100 subscriptions per event type (all targets combined); 10 per type for company-level targeting.

SMS Event Data Fields

• id -- unique message identifier
• direction -- inbound or outbound
• created_date -- Unix timestamp
• from_number / to_number -- E.164 phone numbers
• target -- Dialpad user/department/call center
• contact -- external party info
• text -- message content (requires message_content_export scope)
• mms -- boolean for multimedia
• message_status -- sent, failed, pending, delivered, undelivered
• message_delivery_result -- detailed delivery outcome

Can We Trigger n8n Workflows from Dialpad Events?

Yes. Dialpad webhooks send HTTP POST requests to any URL you specify. n8n's Webhook Trigger node can receive these events directly. Flow:

1. Create an n8n workflow with a Webhook Trigger node
2. Get the webhook URL from n8n
3. Register that URL as a Dialpad webhook via the API
4. Subscribe to desired events (calls, SMS, voicemail)
5. n8n workflow fires on every event

Verdict: Full webhook support with rich event data. Perfect for real-time automation with n8n.

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4. Specific Use Cases -- Feasibility Assessment

Use Case 1: Pull All Call History for a Customer (by Phone Number)

Feasibility: Possible with workaround

• The Call List endpoint (GET /api/v2/call) does not support filtering by external phone number directly
• Approach A: Use the Call List endpoint with date range filters, paginate through all calls, and filter client-side by phone number. Works but inefficient for large call volumes.
• Approach B: Subscribe to call event webhooks and store all call data in a database (Google Sheets, Neon, Supabase) with phone number as a searchable field. Then query your own database. This is the recommended approach.
• Approach C: Use the Stats API to export call records as CSV, then filter/search within the export.

Use Case 2: Pull SMS Conversation History

Feasibility: Forward-looking only (no historical bulk export)

• No API endpoint exists to retrieve past SMS conversation threads
• Must set up SMS event webhooks to capture messages going forward
• Requires message_content_export or message_content_export:all scope to get actual message text
• Once webhooks are active, all future SMS data flows into your system in real-time

Use Case 3: Get AI Transcripts/Summaries of Sales Calls

Feasibility: Fully supported

• Use GET /api/v2/transcripts/{call_id} for full AI transcripts with moments
• Subscribe to call events and watch for recap_summary and recap_outcome states to get AI-generated summaries
• AI recaps include: call summary, action items, call purpose, and outcome
• Powered by DialpadGPT (Dialpad's proprietary AI)

Use Case 4: Detect Sentiment or Topics from Call Transcripts

Feasibility: Partially supported natively, extensible

• Dialpad AI Moments detect key topics/events during calls (available in transcript data)
• AI Call Purpose categorizes the reason for the call
• For deeper sentiment analysis, pull transcripts via API and process with Claude API or another NLP service
• Dialpad does not expose a standalone sentiment score via API, but the transcript + moments data is rich enough for external analysis

Use Case 5: Auto-Log Dialpad Activity into Google Sheets or Jobber

Feasibility: Fully supported

• Google Sheets: Set up call/SMS event webhooks -> n8n Webhook Trigger -> n8n Google Sheets node to append rows. Or use Zapier's "Call State Changed" trigger -> Google Sheets action.
• Jobber: Jobber does not have a native Dialpad integration. Approach: Dialpad webhook -> n8n -> Jobber API (to create notes on client records or update custom fields). Requires Jobber API access as well.
• Alternative: Use the Stats API to export call records periodically and import into Sheets.

Use Case 6: Trigger Follow-Up Sequences on Missed Calls / Voicemails

Feasibility: Fully supported

• Subscribe to call events for missed and voicemail states
• Webhook fires immediately when a call is missed or goes to voicemail
• Wire to n8n workflow that:
  • Looks up the caller's phone number
  • Creates a follow-up task in Jobber
  • Sends an automated SMS via Dialpad API or Quo
  • Triggers an email sequence via Resend or Mailchimp
  • Logs the event in Google Sheets

Use Case 7: Build a Customer Communication Timeline

Feasibility: Achievable with custom middleware

• Combine data from:
  • Dialpad call events (calls, durations, recordings, transcripts)
  • Dialpad SMS events (text messages)
  • Jobber API (jobs, quotes, invoices)
  • Quo API (additional calls/texts if using Quo for AZ Palm Tree Lights)
• Architecture: All event sources -> n8n webhooks -> unified database (Neon/Supabase) -> timeline view in a custom dashboard or synced back to Jobber notes
• This is the most complex use case but fully achievable with the available APIs

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5. Integration Options

n8n Integration

Native n8n node: No dedicated Dialpad node exists in n8n's built-in node library.

Workaround (fully functional):

• Inbound: Use n8n's Webhook Trigger node to receive Dialpad webhook events
• Outbound: Use n8n's HTTP Request node to call any Dialpad API endpoint
• Authentication: Add Dialpad API key as a Bearer token in HTTP Request node headers
• Community workflow templates exist (e.g., "Push Dialpad call information to Syncro")
• This approach gives full access to all 140+ Dialpad API endpoints

Zapier Integration

Native Zapier integration exists: https://zapier.com/apps/dialpad/integrations

Available Triggers:

Available Actions:

Popular Zapier recipes:

• Dialpad + Google Sheets (log calls, SMS to spreadsheet)
• Dialpad + Slack (call/SMS notifications)
• Dialpad + Salesforce (call logging)
• Dialpad + HubSpot (contact sync)

Limitation: Only 2 triggers and 2 actions. For complex workflows, the API Request action provides escape-hatch access to the full API.

Make.com (Integromat) Integration

Native Make integration exists: https://www.make.com/en/integrations/dialpad

Available Triggers:

• Call State Changed (instant)

Available Actions:

• Block numbers company-wide
• Assign number to user
• Create contact

Popular templates:

• When call ends in Dialpad -> save to Google Sheets
• Inbound Dialpad call -> create HubSpot contact

Direct REST API via n8n HTTP Request

This is the recommended approach for Jack's use case. It provides:

• Full access to all 140+ endpoints
• Complete control over data flow
• No dependency on limited Zapier/Make trigger/action sets
• Ability to chain multiple API calls in a single workflow
• Webhook-based real-time event processing

Existing CRM Integrations

Dialpad has native integrations with:

• Salesforce
• HubSpot
• Zoho CRM
• Microsoft Dynamics 365
• No native Jobber integration exists

For Jobber, a custom integration via n8n (Dialpad API -> n8n -> Jobber API) is required.

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6. What Jack Needs to Provide

Credentials and Access

1. Dialpad Admin Access -- Jack (or his admin) must generate an API key from Dialpad admin settings
2. API Key with Scopes -- When creating the API key, enable these scopes:
   • calls:list -- for call history access
   • recordings_export -- for call recording URLs
   • message_content_export:all -- for SMS text content (company-wide)
   • Default scope covers contacts, users, webhooks, stats
3. Dialpad Plan Verification -- Jack should confirm his current Dialpad plan. Pro plan ($25/user/month) is recommended for full API access. Standard plan may have API limitations.

Admin Setup Required

1. Generate API Key:

   • Go to Dialpad Admin Settings
   • Navigate to API section
   • Create a new API key
   • Select required scopes
   • Copy and securely store the key

2. Enable Call Recording (if not already):

   • Ensure Dialpad AI transcription is turned on for all users
   • Enable call recording for relevant lines/users
   • This ensures transcripts and recordings are available via API

3. Verify Phone Numbers:

   • Confirm which Dialpad numbers are used for Trimlight Phoenix vs. AZ Palm Tree Lights
   • Important for filtering call/SMS data by brand

4. Sandbox Access (Optional):

   • Dialpad offers a sandbox environment for testing
   • Request sandbox access at https://www.dialpad.com/developers/
   • Recommended for testing webhook integrations before going live

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7. Privacy and Compliance Considerations

Arizona Call Recording Laws

Arizona is a one-party consent state (A.R.S. 13-3005).

• Only one party to the conversation needs to consent to recording
• Since Jack (or his team) is always a party to business calls, they can legally record without notifying the customer
• However, best practice is to inform callers -- most businesses use an automated greeting ("This call may be recorded for quality assurance...")
• Dialpad can be configured to play a recording notification at the start of calls

Multi-state consideration: If customers are calling from two-party consent states (California, Florida, etc.), the stricter law applies. Since Jack's business is local (Scottsdale/Phoenix metro), most callers will be in Arizona, but the automated disclosure is still recommended.

Dialpad Data Retention Policies

• After the access window, recordings and transcripts are no longer accessible via the admin portal or API
• Extended retention can be purchased (up to 7 years)
• Three retention policy types available:
  • Archiving -- hides from user view but keeps data for admins/analytics
  • Remove Content -- permanently deletes recordings, voicemails, messages, transcripts
  • Anonymization -- removes PII and content but keeps metadata

Recommendation: If Jack wants to build a long-term customer communication history, set up webhooks and API exports to pull data into our own storage before it falls outside the retention window. Do not rely on Dialpad as the long-term data store.

TCPA Compliance for SMS Data

• TCPA applies to business texting, even B2B communications
• Extracting SMS data for internal analytics and CRM enrichment is fine (this is your own business communication data)
• If using Dialpad SMS data to trigger marketing messages:
  • Ensure customers have opted in to receive marketing texts
  • Include opt-out instructions in every marketing message
  • Do not text before 8 AM or after 9 PM local time
  • Maintain records of consent
• Pulling historical SMS data for internal customer profiles is NOT a TCPA issue -- TCPA governs sending, not reading your own records
• A2P compliance: Dialpad has A2P (Application-to-Person) compliance requirements for programmatic SMS sending. Review Dialpad's A2P documentation before sending automated texts via the API.

Data Privacy Best Practices

• Store Dialpad API keys in environment variables, never in code
• Use HTTPS for all webhook endpoints
• Enable JWT signing on webhooks (provide a secret)
• Limit data access to authorized team members
• Consider data minimization -- only pull and store what you actually need

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8. Recommended Implementation Plan

Phase 1: Foundation (Week 1)

1. Verify Jack's Dialpad plan (upgrade to Pro if needed)
2. Generate API key with required scopes
3. Set up n8n webhook endpoints for call events and SMS events
4. Create Dialpad webhooks pointing to n8n
5. Test with a few calls and texts to verify data flow

Phase 2: Call Data Pipeline (Week 2)

1. Build n8n workflow: Call Event webhook -> Google Sheets (call log)
2. Add missed call / voicemail detection -> trigger follow-up notification
3. Pull historical calls via Call List API -> backfill Google Sheets
4. Set up transcript retrieval for completed calls

Phase 3: SMS + CRM Enrichment (Week 3)

1. Activate SMS event webhooks with message_content_export:all scope
2. Build n8n workflow: SMS Event -> Google Sheets (SMS log)
3. Create Jobber integration: match phone numbers to Jobber clients
4. Auto-create notes on Jobber client records with call/SMS activity

Phase 4: AI Insights (Week 4)

1. Pull AI recaps and transcripts for sales calls
2. Process with Claude API for deeper analysis (sentiment, lead scoring, topic extraction)
3. Build customer communication timeline combining all data sources
4. Create automated follow-up sequences based on call outcomes

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9. Key Limitations and Risks

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10. Summary

Dialpad's API is well-suited for the planned integration. The key capabilities we need are available:

• Call history with full metadata -- available via Call List and Call Get endpoints
• AI transcripts and summaries -- available via Transcript endpoint and call event webhooks
• Call recordings -- available with recordings_export scope
• Real-time event webhooks -- robust system covering calls, SMS, voicemails, and contacts
• SMS sending -- available via SMS Send endpoint
• Analytics/stats export -- available via Stats API with CSV output

The main gaps are:

• No historical SMS retrieval (webhook-forward only)
• No phone number search for contacts (must maintain own mapping)
• No native Jobber integration (custom n8n middleware required)

Next step: Confirm Jack's Dialpad plan level and request API key generation with the scopes listed in Section 6.