How do I export Dialpad call recordings and score them?

Before you start

Permission. Dialpad says you can download call recordings from your own inbox and your Conversation History. Admins see more. Company Admins can see all conversations in their company, and Office Admins can see conversations on their main line, departments, contact centers and coaching teams. Department and Contact Center Admins can see the conversations and automatic recordings for their own departments and contact centers, and Coaching Team coaches can see their trainees'. What you can open also depends on your office's recording-access settings. If you cannot see a recording, ask your Dialpad admin. Dialpad: Record a Call, Using Conversation History, Enable Automatic Call Recording

Plan. Dialpad says call recording is available on all plans and has to be turned on for your office. Automatic recording is not on every plan: Dialpad names the Standard Dialpad Connect plan and Contact Standard as exceptions, and on those you record a call by pressing Record during it. Ask your Dialpad admin which plan you are on. Dialpad: Record a Call, Enable Automatic Call Recording

Recording must already be on. You can only download calls that were recorded. On plans that include automatic recording, an admin can turn it on for the whole office (in the Admin Portal: Office, Office Settings, Office-Wide Settings, Making Calls, then Enable Automatic Call Recordings), or for a Main Line, Department, Contact Center or Coaching Team under its Advanced Settings. People can also record a call themselves with the Record button. Dialpad: Enable Automatic Call Recording, Record a Call

How far back. Dialpad separates how long it keeps recordings from how long you can see them in the Admin Portal. Its Data Retention Policy page says the access window runs from 45 days to one year depending on your plan, and that you should download and back up any recordings you want to keep past it. Check on your own screen how far back your recordings go, and download the calls you want scored while they are in view. Dialpad also says Dialpad Connect users on a Standard plan can only filter calls from the past three months in Conversation History (Using Conversation History). Do not delete the originals while you export. Dialpad: Data Retention Policy

The law. Dialpad's page on automatic recording notes that with office-wide recording on, callers do not hear a greeting, so agents need to tell callers a call is being recorded, following local rules. It is your responsibility to follow the rules where you and your callers are. We have a plain-English post: Is it legal to record and score sales calls? Dialpad: Enable Automatic Call Recording

Permission to share. On the free check you tick that you have permission to share the calls. Our Terms ask you to upload only calls you have the right to record and use, including any consent that call-recording laws require.

Step 1: Download the recordings from Dialpad

Pick the route that matches how you use Dialpad. Both give you an MP3 for each call.

From your inbox

1. Open Dialpad and go to your inbox.
2. Select the Recordings tab.
3. Find the call, select Options (the three dots) beside it, then select Download.
4. Dialpad opens your web browser to download the MP3 file. Save it.
5. Repeat for each call.

From Conversation History (this is also where admins look)

1. Open Conversation history. In some views it is called My conversations. Admins open Conversation History in the Admin Portal.
2. Find the calls. By default Conversation History shows the last 30 days; use Date Range to pick a preset or a custom range. A play icon on a row means a recording exists.
3. Find the call, select Options (the three dots), then select Download.
4. If a transferred call has more than one recording, select Download All to get every part. Each part is saved as its own file.
5. Save each MP3 file. Repeat for each call.

Dialpad: Record a Call, Using Conversation History

Check each file is a whole call. Dialpad saves a new file each time a call is transferred, paused and resumed, or stopped and started by hand, and a download includes every part by default. For the free check, pick calls that were recorded in one piece, so each file is a whole conversation. Dialpad also says that if your admin has turned off its "Download all call recordings" setting, you only get the longest single recording from the call. Dialpad: Record a Call

Rename the files. Rename each file to something neutral, such as call-01.mp3, if you do not want customer names or phone numbers in the file names. Some phone systems put them there, so look at the names before you share the files.

Pick calls from the call log. Dialpad's Analytics export (Admin Portal, Analytics, Export (.csv)) emails you a CSV of call logs. It is a spreadsheet of call data, not audio, but it is a handy way to choose which calls to download. It can list callers' numbers and names, so keep it to yourself. Dialpad: Export Your Analytics Data

Need more than a few calls? The steps above download one call at a time, which is plenty for the 10-call free check. For larger sets, Dialpad describes two routes. Company Admins on contact centers and coaching teams can use Bulk Backup, which saves recordings to a Google Cloud Storage account you own (Dialpad lists it for Support plans and Coaching Teams). Dialpad names backed-up files with the agent's name, the call ID and a recording ID, so rename them before you share them if you prefer. For a bigger pull, a developer can use a scheduled report through Dialpad's API. The recording links in Dialpad's reports need a Dialpad sign-in or API key, so they will not work in Callyst. Download the files first, then upload them, or link to your own stored copies. Never paste keys or passwords into Callyst, a ticket or an email. Dialpad: Bulk Backup for Call Recordings, Exporting Dialpad Data to a BI Tool via API

Step 2: Choose and check the files

Format. Dialpad says its recording download is an MP3. Callyst's upload page and free check take .wav or .mp3, up to 50 MB each. Import calls also takes .m4a. MP3 is accepted everywhere.

Check file sizes. Each file must be 50 MB or less. Check the size of your longest calls before you upload.

Choose the calls. Pick real sales conversations. Callyst sets aside voicemails, no-answers, exact duplicates, calls under 60 seconds (by default) and calls over 90 minutes, so there is no point sending them.

English. Callyst scores calls in English.

Step 3: Send them to Callyst

Option 1: Upload the files (free check). This is the route for the free check.

1. Go to /free-check and fill in your name, work email and company. Gmail, Outlook and other free addresses cannot be used. One free check per company. Optional: send your own scorecard, or a checklist we turn into a draft scorecard. Without one, we use our standard sales scorecard.
2. We email you a sign-in link. Click it, and press Sign in on the "Finish signing in" page that opens. That opens your private upload page. The link works once and expires after 15 minutes.
3. On the upload page, tick We have permission to share these calls only if the people on the calls, and your company, allow Callyst to process the recordings. Our Terms ask you to upload only calls you have the right to record and use, including any consent that call-recording laws require.
4. Upload up to 10 calls as .wav or .mp3, up to 50 MB each.
5. When every file is uploaded, press Done, build my report. Your scored report arrives within 24 hours.

More detail on uploading: How do I upload call recordings to Callyst?

Option 2: Import calls (paste links). For teams already using Callyst.

Pasted links are not part of the free check. For the free check, use Option 1.

If you keep your downloaded MP3s in your own storage, a workspace admin on a team that already uses Callyst can paste up to 50 https links at a time on the Import calls page, and Callyst fetches each file. The links must open straight to an audio file and still work when Callyst fetches them. Dialpad's own recording links need a Dialpad sign-in or API key, so download the files first and link to your own stored copies. Import calls takes .mp3, .wav or .m4a, up to 50 MB each; the file type is read from the file itself. Keep link expiry short and do not post links in public places. Never paste keys or passwords into Callyst, a ticket or an email. Callyst does not need them. Callyst does not need Dialpad access.

What happens next

• Callyst transcribes the audio itself. You send recordings, not transcripts.
• Each call is scored against your scorecard, or our standard one. Item scores come with a quote from the call, checked word for word against the transcript. If no quote checks out, the score shows without one. The overall score comes with a short written reason.
• Scores, flags and coaching notes are generated by AI and can be wrong. Review them before acting, especially before any step that affects a person's job or pay.
• Audio is deleted 30 days after scoring, and no recording is kept longer than 35 days. Your recordings are stored and transcribed on Cloudflare. Our AI model provider gets text only, such as the transcript and your scorecard, never the audio. We do not use your recordings, transcripts, scores or reports to train AI models. Read the privacy policy.
• Compliance: add your compliance checks to the scorecard and Callyst flags the calls that miss them, with the quote. A flag whose quote isn't in the transcript is dropped.
• Not sure what a report looks like? See a sample report built from made-up calls.

Questions and answers

Does Callyst connect to Dialpad directly?

No. Callyst has no built-in connection to Dialpad or any other phone system. It works with any phone system that can export recordings, by upload for the free check. Teams already using Callyst can also import by link.

Can I download many Dialpad recordings at once?

The inbox and Conversation History steps download one call at a time, and the free check takes up to 10 calls. For larger sets, Dialpad describes Bulk Backup (for contact centers and coaching teams on eligible plans, saving to your own Google Cloud Storage account) and a scheduled-report route through its API. The recording links in those reports need a Dialpad sign-in or API key, so download the files first.

What file types work?

.wav or .mp3 on the free check and the upload page, up to 50 MB each. Import calls also takes .m4a. Dialpad says its recording download is an MP3.

Do I need a particular Dialpad plan?

Dialpad says call recording is available on all plans and has to be turned on for your office. Automatic recording is not on every plan: Dialpad names the Standard Dialpad Connect plan and Contact Standard as exceptions, and on those you record a call by pressing Record during it. Bulk Backup is listed for Support plans and Coaching Teams. Ask your Dialpad admin which plan you are on.

Who can download a recording?

You can download recordings from your own inbox and Conversation History. Company Admins see all conversations, Office Admins see their main line, departments, contact centers and coaching teams, and Department and Contact Center Admins and Coaching Team coaches see their own groups' conversations. What you can open also depends on your office's recording-access settings. If you cannot see a recording, ask your Dialpad admin.

How far back can I go?

It depends on your Dialpad plan. Dialpad says the Admin Portal access window runs from 45 days to one year, and that you should download and back up recordings you want to keep past it. Check your own screen.

What if a call was transferred or paused?

Dialpad saves a new file each time a call is transferred, paused and resumed, or stopped and started by hand. Select Download All in Conversation History to get every part of a transferred call. For the free check, pick calls recorded in one piece, so each file is a whole conversation. If your admin has turned off the "Download all call recordings" setting, you only get the longest single recording.

Which calls does Callyst skip?

Voicemails, no-answers, exact duplicates, calls under 60 seconds (by default) and calls over 90 minutes are set aside and not billed.

Does Callyst score calls in other languages?

Callyst scores calls in English.