Case lifecycle
Open, update, resolve with agent notes and AI transcripts.
07 · CRM
Salesforce Integration
Salesforce stays system of record. Dialpad already writes call activity; the AI also reads/writes cases, contact identity, and plan attributes — no duplicate Zendesk silo required.
Dialpad + SFDC
Existing Dialpad→Salesforce activity stays; AI adds structured cases.
Identity
Match associates safely before PHI disclosure.
Plan context
Surface CoreChoice / MV attributes the agent is allowed to share.