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Dialpad is how Vortex IQ delivers an AI-narrated voice briefing of a live ecommerce incident to the on-call phone, in plain English, with the numbers that matter spoken aloud.

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What is Dialpad?

Dialpad is an AI-first cloud business communications platform. It bundles a business phone system, video meetings, team messaging, and a contact-centre product into a single suite. The differentiator is AI: real-time call transcription, automatic call summaries, sentiment analysis, and live coaching are core to the product rather than bolted on. The buyer profile is mid-market, with concentration in technology, professional services, and modern retail; typical seat counts run from 50 to a few thousand. For Vortex IQ, Dialpad sits next to Aircall in the alert architecture: a reliable outbound voice surface, with the added advantage of clean recorded transcripts and AI summaries that are useful for post-incident review.

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Why Vortex IQ uses Dialpad as an alert channel

Vortex IQ does not import Dialpad call metrics into the Nerve Centre. Dialpad is an outbound delivery channel, used exclusively for high-severity incidents where the merchant has chosen voice escalation as part of the on-call rota. The classic Dialpad use case is a CTO or head of ecommerce who needs to be physically woken up when revenue is bleeding:
  • Total store outage on Shopify, BigCommerce, or Adobe Commerce.
  • Checkout-conversion collapse during a campaign window, with revenue at risk above a configured floor.
  • Payment-gateway failure (Stripe declines spiking, PayPal disconnect, 3DS authentication breaking).
  • Critical synthetic test failure on the home page or product detail page.
Slack and email are quiet channels. Dialpad is the loud channel.

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What gets delivered

Vortex IQ generates a synthesised voice script per incident and Dialpad places the outbound call. The script always includes:
  • Severity, one-line incident summary, and platform name.
  • Affected store, integration, and triggering metric with its current and threshold values.
  • Live revenue-at-risk number in local currency, recalculated at call time.
  • A spoken incident reference identifier and a deeplink read out as a short URL.
If the recipient does not pick up, Dialpad routes to voicemail and the same script is recorded as a voicemail message. Acknowledgement keypad presses are accepted in-call: 1 to acknowledge, 2 to snooze 15 minutes, 3 to escalate to the next on-call. When Dialpad’s AI transcription is enabled on the merchant’s account, the call transcript is attached back to the Vortex IQ incident timeline as an audit artefact.

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How it integrates

  • Authentication: OAuth 2.0 against Dialpad’s API, with a service-level API key for outbound call origination.
  • Calls API: Vortex IQ uses Dialpad’s outbound call endpoints with a configurable caller-ID number, target user or ring group, and a TTS voice script template.
  • DTMF acknowledgement: keypad responses are returned via Dialpad’s webhooks and written into the incident feed.
  • Voicemail handling: voicemail-drop is enabled by default, so an unanswered call still leaves a structured record.
  • Rate limiting and dedupe: one voice call per recipient per minute, deduplicated on incident ID, so a flapping monitor does not generate a call storm.

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Operational diagnostics

The Nerve Centre exposes the same diagnostic surface for Dialpad as for the other voice channels:
  • Last successful test call per Dialpad number.
  • Voice-call acknowledgement rate over the last 7 days.
  • Failed-delivery log with Dialpad API error codes.
  • TTS preview of the rendered script before the next escalation fires.
  • Health check on the merchant’s Dialpad API token, with auto-warning 14 days before expiry on rotation policies.
If Dialpad’s voice infrastructure is degraded, Vortex IQ falls through to the next link in the escalation chain (typically PagerDuty, then SMS via Twilio or Vonage), and the incident timeline records the failover.

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Connect Dialpad to Vortex IQ

Add Dialpad as a notification channel from the Vortex IQ settings page. Provide the Dialpad API token, the numbers and users that should receive incident calls, and Ask Viq will start routing severity-one ecommerce incidents through the channel from the next deployment forward.