How to Forward Dialpad Missed Calls to LeadTruffle

Quick Answer

tl;dr: Before configuring your Dialpad service, you should configure your LeadTruffle service, and then you will set the proper Dialpad fall-back number to the LeadTruffle number assigned. To add a Main Line, go to Admin Settings → Office → Main Line → Business Hours & Call Routing. Dialpad support enablement might be required for external-number fallback. Test the actual path of the unanswered call before using it.

This configuration ensures that your team can continue to answer their regular business line while missed calls are sent to LeadTruffle.

Before you begin

Verify if the caller gets to a Main Line, a Department, a Contact Center or an individual User. The instructions below for the Main Line are for the shared company line and may be different for other line types.

Have access to the admin, current routing information and the LeadTruffle routing address. If you have a previous fallback and hours, make sure to record them so you can revert back to them.

Step 1: Configure LeadTruffle's missed-call service

Set up missed-call text back, add your voicemail greeting, and provide the questions you want the AI to ask.

Follow the destination number assigned for that service. A greeting could read: “Thanks for calling [Company] we are assisting another customer, please supply your name and subject area.”

LeadTruffle can pick up the voicemail and SMS eligible callers to keep in touch. AI can be used to gather service needs, location and timing, with consent. Not all calls are eligible for a text, and it might be sent at different times.

Step 2: Configure Dialpad Main Line fallback

Follow Dialpad's Main Line guide.

• Open Dialpad Admin Settings and select Office → Main Line.
• Open Business Hours & Call Routing, then Edit Call Routing.
• Select Operators and find Fallback Options.
• Choose the available option for another team member, room phone, or external number. Enter your assigned LeadTruffle number as the external destination.
• Save the configuration.

When there is no external routing, please contact Dialpad to ensure access and enablement. Avoid using all call forwarding to get to the external number, just to ensure that the staff routes are not replaced.

Step 3: Check hours, ring duration, and queue behavior

Review your open and closed hours, timezone, and any hold queue. Check how long callers ring or wait before reaching fallback.

Dialpad's ring-duration guide provides explanations for the individual controls by line type. Adjust the length of the time for your team and, if possible, try it instead of taking a number of seconds for granted.

If you are working in a Contact Center, you can use the Business Hours & Call Handling settings. There is no automatic update for all the Departments or Contact Centers at a Main Line change.

Step 4: Test a missed call from another phone

Call your published Dialpad number from another mobile phone. Let the team leave it unanswered and confirm that the call reaches the intended LeadTruffle greeting.

Leave a brief note about a need for a service. Review the eligible SMS invitation, respond as directed and view the conversation in LeadTruffle. Test call as normal to ensure that your staff are still receiving calls they need to deal with.

Repeat for after hours coverage and for a busy queue, if you set them up. A simulated dialogue with AI verifies the directions of the answer; it is not a substitute for a live forwarding exam.

What the homeowner experiences

Illustrative example: A homeowner leaves a voicemail about an air conditioner that is not cooling. Available voicemail context can inform the SMS invitation. After consent, the conversation can collect the property address and requested timing. This does not guarantee a booking, dispatch, or repair time.

Troubleshooting and rollback

If callers are presented with Dialpad voicemail, check the fallback and which line the caller called. If they are waiting in a queue, check queue's exit and time out functionality. If an acceptance prompt is blocking the destination, ask your administrator if the destination needs a keypress.

If forwarding succeeds, but not texting, check the available caller number, eligibility and messaging setup with LeadTruffle. Keep the original caller's number (if available) and check the number during the test.

To end this arrangement, restore the previous Dialpad fallback, save and call the business number once again.

FAQs

Make Dialpad fallback part of your call plan

External fallback access, operator availability, and queue behavior all affect where a Dialpad caller ends up. Settle those routing details first, then test the LeadTruffle greeting and eligible text invitation as one caller experience.

Book a demo to map your Main Line or other Dialpad call path to the coverage your office needs.