Dialog

How it works

How Dialog Works: From Setup to Live Conversations

See how your operation can connect voice routes, configure campaigns, run agent workflows and feed call data into the systems you already use.

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  • Unlimited users
  • Open API & integrations
  • AI-assisted dialing
  • South African telecom expertise

The workflow

The complete workflow at a glance

The operating journey, including the setup work that comes before the first call. The sequence is a proposed process and is confirmed with you during scoping.

  1. 1

    Scope requirements

    Agree volume, geography, compliance and integration needs.

  2. 2

    Connect voice routes

    Set up Dialog voice routes and test them.

  3. 3

    Configure campaigns and users

    Set up campaigns, roles, permissions and routing rules.

  4. 4

    Test live workflows

    Run representative calls and check agents, recording and reporting.

  5. 5

    Monitor and integrate

    Supervise live activity and send call data to your systems.

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Step 1

Step 1: Scope your operating requirements

Start with the volume, geography, compliance and integration needs that will shape the rollout. Capacity and timelines are agreed during scoping, not assumed.

  • Team structure and working hours
  • Expected concurrency
  • Traffic destinations
  • DIDs and numbers
  • Reporting needs
  • Security and service requirements
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Step 2

Step 2: Connect voice routes and numbers

Calls run over Dialog-supplied voice routes, which are tested during setup before production traffic.

Dialog voice routes

Use routes supplied by Dialog for campaigns where that fits.

DID and routing requirements

List the numbers you need and how inbound and outbound traffic should be routed.

Representative route testing

Test routes on representative traffic before go-live.

Step 3

Step 3: Build campaigns and configure users

Create a controlled workflow that suits the way agents and supervisors work.

  • Campaign configuration
  • Roles and permissions
  • Routing rules
  • Approved calling modes
  • Lists and contact-handling steps

Step 4

Step 4: Run calls and supervise activity

The practical experience of agents and managers, from starting calls to reviewing outcomes.

Agent workflow

Agents work from the browser with the campaign and contact in front of them.

Supervisor overview

Supervisors see agents, queues and campaign results as they happen.

Live campaign activity

Watch calls, statuses and outcomes without waiting for a report.

Answering machine detection where enabled

Helps identify likely voicemail. Validate it against your own routes and traffic before relying on it.

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Step 5

Step 5: Capture data and trigger integrations

Use events, call records and connected systems to support reporting and automation.

API

Manage calls, campaigns and agents programmatically.

Webhooks

Receive an event for every call to update a CRM or notify a team.

Call detail records

Granular records of each call event for reporting and audit.

Warehouse and BI destinations

Send call data to your warehouse and BI tools, subject to implementation.

View API Documentation

Example event

An anonymised webhook payload

json
{
  "event": "call.completed",
  "campaign_id": 42,
  "reference_id": "YOUR_REFERENCE_ID",
  "duration": 124,
  "disposition": "sale"
}

Go live

Launch safely, then scale deliberately

Explain the operational checks that sit between configuration and full production. Compliance with legal and regulatory requirements remains the responsibility of your organisation.

  • Representative testing
  • Permission checks
  • Call recording policy
  • Monitoring and alerting
  • A planned traffic ramp
  • A rollback plan

Use cases

How teams use the workflow

Four common ways the same steps play out.

Collections

Collections outreach

Controlled outreach with recordings and audit trails. Your team keeps legal decisions.

Financial services solution → Sales

Outbound sales

Fast follow-up on leads, with call outcomes pushed to the CRM.

Sales solution → International

International calling

Route testing per destination before production traffic.

Call routing →
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Proof

Product tour and proof

See the actual interface before you book a technical discussion. Walkthroughs are run on a scenario that matches your campaigns.

  • Dashboard walkthrough
  • Guided tour of campaign set-up
  • Example webhook and call records
  • Customer quote, once approved
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How Dialog works: frequently asked questions

How do we get started?

Start with a demo or a pricing request. A specialist scopes your volume, routes, users and integrations, then agrees a staged plan with you. Book a demo to begin.

What information is needed for setup?

Team structure, expected concurrency, call destinations, working hours, numbers, reporting needs, integrations, and security or service requirements. Share what you have and we fill in the rest during scoping.

Can we keep existing numbers?

It depends on your provider and the numbers involved. Number inventory and any porting needs are reviewed during scoping, and provider timelines apply.

How are campaigns configured?

In the browser: lists, calling rules, roles, permissions and routing. Approved calling modes are agreed for each campaign during setup.

Can it connect with a CRM?

Yes, through the API and webhooks, which send call events to the systems you use. Details depend on your CRM and implementation. See the API documentation.

How do we test call quality?

Representative traffic is run on each route before go-live, and results are reviewed with you. Call detail records show what happened on each call.

How long does onboarding take?

It depends on volume, integrations and approvals, so we do not commit to a timeline before scoping. Your written plan sets out stages and responsibilities.

See your own calling workflow mapped into Dialog

Share your calling regions, approximate volume and required integrations.

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