What is Flex Dialpad?

The Flex Dialpad is a native feature of the Flex UI v1.18.0 and above which offers all of the theming and customizability features of a React component.

Flex Dialpad allows agents to make outbound calls to customers directly from the UI and transfer calls to a supervisor for immediate help. Additionally, it helps supervisors monitor calls, and users run real-time and historical reporting through Flex Insights.

With the programmable Flex Dialpad, developers can build click-to-dial use cases via the new Action Framework action, startOutboundCall. For instance, you can program the Dialpad in such a way that Flex retrieves contact data from your business application and subsequently present it to an agent. This kind of automation avoids any possible risk of misdialing and reduces time-to-call by leveraging data that resides in your application.