Improving integration adoption in Dialpad ecosystem

Less than 25% of active users engaged with integrations in the sidebar.

Over 75% of users preferred to use intgration portal over the sidebar.

• Majority of users were not aware of the integrations available to them.
• Integrations were hidden in profile panel, not part of users’ natural workflows.
• Existing UI (sidebar, call pill, conversation history) provided no integration visibility or context.

• Integration adoption grew to 32% of active users.
• Daily active integration usage increased 2.5x.
• Improvements to sidebar, conversation history, and call pill increased user satisfaction.
• Design system was updated to include integrations.
• Marketing materials were updated to include new integrations.

Sidebar Redesign

• Created a dedicated integrations panels in sidebar.
• Quick access to apps without navigating deep settings.
• We piloted the new sidebar for Salesforce with a small group of users to get feedback and iterate on the design.

Call Pill Update

• Added integration actions directly into the call pill, making it easy to log calls or push data to CRM in real-time.

Conversation History Update

• Surface contextual integration data in conversation threads, reducing the need to switch tools.

Research & Validation

• Ran user tests with enterprise and SMB customers.
• Iterated on discoverability cues (icons, badges, onboarding tours).