# How to Use Dialpad Contact Center to Manage Customer Communications

> To manage customer communications in the Dialpad contact center, take support calls within your dashboard while built-in AI takes notes and transcribes conversations in real time. Create Real-time Assist cards for triggered keywords, utilize mainline support and live transcripts for coaching, review post-call summaries, and analyze interactions using heat-maps and CSAT surveys.

Canonical: https://livedemo.ai/tutorials/how-to-use-dialpad-contact-center-to-manage-customer-communications/
Updated: 2026-10-05
Interactive demo: https://story-api.livedemo.ai/workspaces/62255d3d3304f17b8f5e2d03/stories/692a516aab56e05a00ffe29e/preview?step=1

## Steps

1. See AI Contact Center in Action Dialpad AI contact center reduces operational complexities, simplify coaching, and delight customers.
2. Dialpad contact center is one workspace for your calls, messages, meetings, and customer conversation.
3. You can take all your support calls within your dashboard.
4. Once you're on a call, the built-in AI will start taking notes in the background.
5. It will transcribe the conversation for you in real time.
6. You can also create Real-time Assist cards that automatically pop-up during customer calls, when a selected keyword is detected.
7. When it recognizes trigger keywords , it'll surface helpful information so you can resolve customer requests faster.
8. Mainline support helps your managers see which agents need support by keeping an eye on customer sentiment.
9. They can check the live transcript to get extra context.
10. Before jumping on the call to help their agents.
11. Post-calls summaries help the managers to review agent performance instantly.
12. The AI directs you to the most interesting moments in the transcript
13. You can @ mention your team with notes and add comments to coach them.
14. Next, use the Heat-maps to check on call volume or use keyword search to see which support topics are trending.
15. You can analyze all of your customer interactions and track customer satisfaction by combining predictive insights with CSAT survey results.