API & integrations · Article 6 of 6
Dialpad integration
If your organisation uses Dialpad as your phone system, Navigator can sync call records, AI summaries, transcripts, sentiment, and churn risk assessments automatically.
What the integration does
The Dialpad integration connects your Dialpad office to your Navigator account. Once connected, calls that happen in Dialpad automatically appear in Navigator — including AI-generated summaries and analytics.
This is optional. Accounts without Dialpad log calls manually (see Logging phone calls).
Per-account setup
Two pieces are needed:
- System-wide credentials (managed by Kismet) — an API key and a webhook secret that authorise Navigator's connection to Dialpad.
- Per-account office ID — each Navigator account is linked to a specific Dialpad office. Set on the account record as Dialpad office ID. Only your administrator or a Kismet contact can set this.
If you think Dialpad should be enabled for your account but calls aren't syncing, confirm with your administrator that the office ID is set.
What data syncs
Three categories sync automatically once set up:
Offices, departments, call centres, and users
Synced via scheduled jobs. Navigator maps your Dialpad office structure to your account so calls can be routed correctly.
Contacts
Dialpad's contact list can be synced both ways — contacts in Dialpad flow into Navigator, and new contacts created in Navigator can be pushed back to Dialpad.
Calls (real-time)
Calls are delivered via webhook as they happen. Three states trigger a sync:
- Hangup — call ended. Duration, direction, and caller details recorded.
- Missed — call was missed. Inbound number recorded.
- Recap summary — AI summary is ready. Added to the call record.
AI data on each call
When Dialpad's AI features are enabled on your office, each call record gains additional fields:
| Field | What it captures |
|---|---|
| AI summary (recap) | A natural-language summary of what was discussed |
| Transcript | Full text transcript of the call |
| Sentiment | Positive / Negative / Neutral / Mixed |
| Churn risk | Low / Medium / High / Critical — inferred from call content |
| Themes | Key topics, ranked by prominence |
| Resolved | Whether the caller's objective was resolved |
Not every call gets every field — AI data only appears on accounts and offices that have Dialpad AI active. Without AI, you still get the basic call record (direction, duration, phone numbers).
Matching calls to customers
When a call syncs, Navigator tries to match the phone number to a record it already knows — a customer, contact, or supplier. Match rules:
- Phone number on the customer's profile
- Phone number on a linked contact
- Phone number on a supplier
If a match is found, the call is automatically linked. If not, the call exists as a stand-alone record until your team links it manually.
Matched calls show up in the customer's / contact's / supplier's communication history, alongside emails and SMS.
Webhooks and jobs
The integration works via webhook — Dialpad sends Navigator an event whenever a call state changes. Navigator verifies the webhook signature (HS256) and queues a job to process it.
If calls aren't syncing, the webhook secret may be wrong or out of date. Your administrator or Kismet contact can check this.
If Dialpad is not integrated
No calls sync automatically. Your team logs calls manually in Navigator — see Logging phone calls → manual logging. All the manual fields are available (direction, duration, notes) but AI summary, transcript, sentiment, churn risk, and themes are Dialpad-only.