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Simple AI connects to Dialpad over a SIP trunk. Dialpad keeps routing, contact center queues, and agent state; Simple AI handles the conversations routed to it and hands them back for live agent escalation.

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What You Can Do

  • Inbound routing — Dialpad answers the call, runs IVR and routing, then transfers it to Simple AI’s SIP endpoint.
  • Outbound campaigns — your dialer handles pacing and compliance, and transfers connected calls to Simple AI.
  • Direct outbound — Simple AI places calls through the trunk with your existing caller ID.
  • Live agent escalation — Simple AI transfers back to a Dialpad contact center, department, or agent.
  • Context on transfer — call metadata rides along in X- prefixed SIP headers for screen pop and CRM lookup.

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How It Connects

  1. Dialpad receives the call and runs your IVR and routing rules.
  2. A transfer sends the call to Simple AI over the SIP trunk.
  3. Simple AI runs the conversation and transfers back when escalation is needed.
  4. Dialpad routes the returned call to an agent with the transferred context.

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Setup

  1. Configure SIP connectivity from Dialpad to Simple AI’s SIP endpoint, and allowlist our signaling and media IPs.
  2. Give your account team the Dialpad endpoint, auth details, and the numbers involved in E.164 format.
  3. Point the IVR or contact center routing that should use the AI at the transfer destination, and set a return destination for escalation.
  4. Test inbound, outbound, and escalation, verifying caller ID, audio, DTMF, and agent-side context.
Your account team configures the Simple AI side. Contact support@usesimple.ai to get started.