Dialpad — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Dialpad with live transfer.
How Dialpad Works
Dialpad is a general-purpose UCaaS platform with Dialpad Admin Settings, accessed from within the Dialpad app or web app. Call routing is managed through Business Hours & Call Routing settings, Call Routing rules, and Departments (Dialpad's version of ring groups).
Call Flow
Inbound
Caller
Main Number
Forward
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Department phones ring
Staff answers
Two numbers: the public number (always routes to PupPilot) and the Department DID (PupPilot's way to reach your staff).
Part A — Forward Your Public Number to PupPilot
1
Open Dialpad Admin Settings
Open the Dialpad web app or desktop app, then use Options (three dots) → Admin settings.
2
Set All Calls to Forward
Under
Office Settings → Main Line → Business Hours & Call Routing → Edit Call Routing, configure both Open Hours Routing and Closed Hours Routing to route to an external number. Enter the PupPilot phone number. (Routing to an outside number may require Customer Care enablement.)3
Save and Test
Call your main number. PupPilot should answer and your desk phones should remain silent.
Part B — Set Up Your Internal Number
PupPilot needs a second number to transfer callers back to your staff. In Dialpad, create a Department with its own DID.
Prevent Call Loops
The Department's no-answer routing must go to voicemail, not back to PupPilot. Otherwise calls will loop infinitely.
1
Create a Department
In Dialpad Admin, go to
Departments and create a new department (e.g., "Front Desk"). Add the staff members who should receive transferred calls.2
Assign a DID
Assign a phone number to the department. If no spare numbers are available, you can purchase one through Dialpad.
3
Set No-Answer to Voicemail
In the department's call routing settings, set the no-answer fallback to voicemail. Do NOT forward to PupPilot or your main number.
4
Share the DID with PupPilot
Provide the department's phone number to your PupPilot contact for call transfers.
5
Test the Internal Number
Call the department DID. Staff phones should ring. Don't answer — should go to voicemail, not PupPilot.
Test the Full Flow
1
Call your public number
PupPilot should answer. Your desk phones should NOT ring.
2
Call your internal number
Your department phones should ring. Pick up — the call connects.
3
Call your internal number and don't answer
Should go to voicemail, NOT back to PupPilot.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Check that forwarding is enabled under Office Settings → Main Line → Business hours & call routing → Call Routing. Verify the PupPilot number is correct. |
| Press-1 prompt plays but call doesn't connect | Ensure PupPilot is configured to handle Press-1 Confirmation. Contact PupPilot support if the issue persists. |
| Department DID doesn't ring staff phones | Verify the department has members added and a DID assigned. Check at Departments in the admin portal. |
| Calls loop between PupPilot and your system | The department's no-answer routing is forwarding to PupPilot. Change it to voicemail. |