AI Coaching on Dialpad: Koachly Setup Guide

Getting AI Coaching on Dialpad Calls with Koachly

If your team runs on Dialpad, adding AI coaching on Dialpad calls takes about five minutes. Koachly's browser extension sits alongside the Dialpad tab, detects when a call starts, and surfaces coaching tips in a side panel without interrupting the conversation. No separate recording setup is required, and nothing is stored on your device after the call ends.

This guide walks through the Dialpad settings you need to check, how the extension identifies live calls, and what the coaching experience looks like for a rep during an active session. If you want an overview of what Koachly does more broadly, see the live coaching feature page first.

Dialpad Settings to Check Before You Start

Koachly reads audio directly from the browser tab, so you do not need to configure any Dialpad webhook or third-party integration. The one thing that must be active in Dialpad is browser-based calling. If your team uses the Dialpad desktop app rather than the web version, the extension cannot reach the call audio. Log into Dialpad via Chrome or Edge, make a test call, and confirm audio routes through the browser before installing the extension.

Dialpad's noise-cancellation settings do not affect Koachly. The extension captures the mixed audio stream the browser receives, so both sides of the conversation are available for real-time analysis. You do not need to disable any Dialpad AI features; Koachly runs independently alongside them.

Installing and Configuring the Koachly Extension

Install the Koachly extension from the Chrome Web Store or Edge Add-ons, then sign in with your Koachly account. Once signed in, the extension icon in your toolbar turns active. Open a Dialpad call tab in the browser and the extension will detect the Dialpad domain automatically. A small indicator appears confirming the platform has been recognised.

On first use, the browser will ask permission for the extension to access tab audio. Grant that permission once and it persists for future sessions. No additional Dialpad credentials are needed: the extension does not log into Dialpad on your behalf or read your call history. It only processes the live audio stream while a call is active.

If you manage a team, each rep installs the extension individually and connects their own Koachly account. Manager visibility and call scoring are handled in the Koachly dashboard, not through Dialpad's admin panel. See the pricing page for seat options and team plans.

What Coaching Looks Like During a Dialpad Call

Once a Dialpad call is active and the extension is running, the coaching panel opens automatically on the right side of your screen. The panel updates in near real time as the conversation moves forward. When a prospect raises a common objection, Koachly surfaces a suggested response framed around your product and the context of what was just said. When you are talking for too long without pausing, the panel flags the talk-to-listen ratio so you can adjust.

Tips appear as short, scannable lines rather than full paragraphs. The intention is for reps to glance briefly, absorb the cue, and stay focused on the conversation. You can collapse the panel at any time by pressing the toggle, and it reopens the same way. Nothing the panel shows is read aloud or shared with the prospect.

Key insight: Teams using real-time coaching during calls typically see a 20 to 30 percent improvement in objection-handling scores within the first four weeks, compared to post-call review alone. Immediate feedback while the conversation is happening shortens the learning loop considerably.

Call Scoring After a Dialpad Session

When the call ends in Dialpad, Koachly generates an automated call score covering areas such as questioning technique, handling of objections, pacing and next-step clarity. The score appears in the Koachly dashboard within seconds. If you are the manager, you can view scores across your whole team without listening to recordings. Learn more about how scoring works on the call score feature page.

The post-call summary also shows which coaching tips were surfaced during the session and whether the rep's behaviour changed after each prompt. That trace is useful for one-to-one coaching conversations: rather than discussing abstract habits, a manager can point to specific moments in the call timeline. If you want guidance on structuring those conversations, the call review guide covers a repeatable framework.

Troubleshooting Common Dialpad Detection Issues

The most common issue is the extension not detecting an active call. This almost always means the call is running in the Dialpad desktop application rather than the browser tab. Switch to the web version of Dialpad at dialpad.com and make a call from there. The extension only processes audio from browser tabs, not from native apps.

A second common issue is the audio permission prompt being dismissed by mistake. If the panel opens but shows no real-time updates, click the extension icon, go to permissions, and confirm that tab audio access is allowed. In Chrome, you can check this under chrome://extensions. After granting permission, reload the Dialpad tab and start a new call.

If problems persist, the Koachly support team can review your extension logs directly. Contact details are in the dashboard under Help. For a broader look at how Koachly fits into a sales workflow alongside multiple platforms, visit the live coaching overview.