Running into issues with the Dialpad integration? This article covers the most common problems and how to fix each one.
The Dialpad Connect button isn't showing in Integrations
Cause: The Dialpad integration may not yet be enabled for your workspace, or you may not have the right permissions to see it.
Confirm you are logged in as an Admin. Only Admins can view and manage Integrations in Recruiterflow.
If you are an Admin and the Connect button still isn't visible, reach out to Recruiterflow support to confirm the integration is enabled for your account.
Calls are dialing the wrong number
Cause: The phone number being dialed does not match the number displayed on the candidate or contact's profile.
Check that the correct phone number is saved on the candidate or contact's profile. If multiple numbers are saved, make sure the intended number is set as the primary one.
If the number on the profile looks correct but the wrong number is still being dialed, contact Recruiterflow support and share the profile link along with the number shown vs. the number dialed.
The integration shows "Twilio" after I connected Dialpad
Cause: This is a display bug triggered by navigating away from the Integrations page and returning.
Refresh the Integrations page. Dialpad should appear as the connected integration.
If the issue persists after a full page refresh, log out and back in.
If Twilio is still shown after doing the above, contact support - your integration state may need to be reset.
Calls aren't appearing on the candidate or contact profile
Confirm the call was placed from within Recruiterflow or the Dialpad app.
Wait a few minutes after the call ends. There can be a short delay before the call log appears, especially for longer calls.
Go to Settings → Integrations and confirm Dialpad still shows as connected. If it shows an error or disconnected status, reconnect it.
Call recordings aren't showing up
Recording must be enabled in your Dialpad account as well as your Recruiterflow account. Log into your Dialpad account and confirm that call recording is turned on in your admin settings. Ensure the same in Recruiterflow in Settings > Integrations
If recording was not enabled at the time of the call, the recording cannot be retrieved retroactively.
Allow a few minutes after the call ends for the recording to process and sync to Recruiterflow.
SMS isn't sending
Confirm that your Dialpad number supports SMS. Not all Dialpad numbers have texting enabled - check your Dialpad account settings.
Confirm the candidate or contact has a valid mobile number saved on their profile. Landlines cannot receive SMS.