Summary and recommendation
Dialpad user management can be run manually, but complexity usually increases with role models, licensing gates, and offboarding dependencies. This guide gives the exact mechanics and where automation has the biggest impact.
Dialpad user management runs through the admin console at dialpad.com -> Admin Settings -> Users. The operational complexity is less about finding the right screen and more about handling scoped admin access, telephony assets such as numbers and routing, and plan-specific automation gates such as SCIM.
This guide focuses on the lifecycle details that matter in production.
Quick facts
| Admin console path | dialpad.com → Admin Settings (top-right account menu) → Users |
| Admin console URL | Official docs |
| SCIM available | Yes |
| SCIM tier required | Varies by Dialpad product and IdP integration |
| SSO prerequisite | Yes |
User types and roles
| Role | Permissions | Cannot do | Plan required | Seat cost | Watch out for |
|---|---|---|---|---|---|
| Company Admin | Full organization-wide control over users, offices, authentication, billing, phone system settings, and integrations. | Cannot be scoped down to a subset of offices or departments. | All paid Dialpad plans | Consumes a paid user seat | Only Company Admins can create API keys and manage org-wide settings. |
| Regional Admin | Administrative control for assigned regional scope, including users and settings within that boundary. | Cannot manage company-wide billing or settings outside the assigned scope. | Not separately documented | Consumes a paid user seat | Scope boundaries must be validated before delegating admin access. |
| Office Admin | Manage users and telephony settings for an assigned office. | Cannot manage company-wide billing or unrelated offices. | All paid Dialpad plans | Consumes a paid user seat | Office-level admin access is narrower than Company Admin and is not a substitute for org-level admin rights. |
| Department Admin | Manage assigned department-level routing and user administration within that department. | Cannot manage unrelated departments or company-wide settings. | Not separately documented | Consumes a paid user seat | Department-level admin access should be reviewed carefully when departments span multiple offices. |
| User | Use calling, messaging, voicemail, and personal settings. | Cannot access admin settings or manage other users. | All plans | Depends on contracted Dialpad plan | Plan-specific features such as SCIM or advanced admin capabilities may not be available on lower tiers. |
Permission model
- Model type: role-based
- Description: Dialpad uses fixed admin access types scoped at company, regional, office, or department level plus standard user access. Custom role creation is not documented in the current help center.
- Custom roles: No
- Custom roles plan: Not documented
- Granularity: Coarse - fixed admin access types with scope boundaries such as company, region, office, or department.
How to add users
- Sign in to dialpad.com and navigate to Admin Settings.
- Select 'Users' from the left-hand navigation.
- Click 'Add Users'.
- Enter the user's email address, first name, last name, and assign an office.
- Optionally assign a phone number and set the user's role (User or Office Admin).
- Click 'Add' to send the invitation email to the user.
Required fields: Email address, First name, Last name, Office assignment
Watch out for:
- The invited user must accept the email invitation before their account is active; the seat is allocated upon invitation, not upon acceptance.
- Phone number assignment is optional at invite time but required before the user can make or receive calls.
- Users added to the Standard plan cannot use SCIM or advanced SSO features without upgrading.
- If the email domain does not match the company's verified domain, the invite may be flagged or require additional verification.
| Bulk option | Availability | Notes |
|---|---|---|
| CSV import | Yes | Admin Settings → Users → Add Users → Import via CSV |
| Domain whitelisting | No | Automatic domain-based user add |
| IdP provisioning | Yes | Pro or Enterprise (SCIM requires Pro plan minimum; SSO is a prerequisite) |
How to remove or deactivate users
- Can delete users: Yes
- Delete/deactivate behavior: Dialpad supports removing/deleting users. Deleted users can be restored for up to 72 hours; after that window, the removal is permanent. Historical communication data and routing dependencies should be reviewed before final deletion.
- Sign in as an administrator and navigate to Admin Settings -> Users.
- Locate the user and open the user record.
- Choose Remove User/Delete User and review the impact on phone numbers, routing, and admin coverage.
- Confirm the removal; Dialpad keeps a 72-hour restore window for deleted users.
- Reassign phone numbers, call routing, and any required admin coverage separately.
| Data impact | Behavior |
|---|---|
| Owned records | Call history, voicemail, recordings, and routing dependencies should be reviewed before permanent deletion. Dialpad allows restore for up to 72 hours after removal. |
| Shared content | Shared contacts and department memberships are preserved; the user is removed from any departments or call queues they belonged to. |
| Integrations | Any personal integration connections (e.g., CRM tokens) tied to the user are severed upon deactivation. Company-level integrations are unaffected. |
| License freed | Removing a paid user releases the seat for reassignment, but telephony assets such as numbers and routing still require separate cleanup. |
Watch out for:
- Do not remove the last Company Admin without assigning another one first.
- Deleted users can be restored only within the 72-hour recovery window.
- Phone numbers, voicemail greetings, and routing rules are not automatically reassigned during user removal.
- If SCIM is active, deprovisioning should be coordinated with the IdP to avoid re-provisioning drift.
License and seat management
| Seat type | Includes | Cost |
|---|---|---|
| Standard User Seat | Calling, SMS, voicemail, Dialpad app access, basic integrations, up to 250 SMS/month included | $15/user/month (annual) or $27/user/month (monthly) |
| Pro User Seat | Everything in Standard plus SCIM provisioning, advanced analytics, CRM integrations (Salesforce, HubSpot, etc.), international SMS, open API access | $25/user/month (annual) or $35/user/month (monthly) |
| Enterprise User Seat | Everything in Pro plus custom contract terms, dedicated support, SLA guarantees, extended data retention, custom analytics | Custom pricing (contact Dialpad sales) |
- Where to check usage: Admin Settings → Billing → Subscription (shows current seat count and plan usage)
- How to identify unused seats: Admin Settings → Users → filter by 'Last Active' date to identify users who have not logged in or made calls recently. No automated idle-user report is available natively; admins must manually review the user list.
- Billing notes: Seats are billed per active (non-deactivated) user. Deactivating a user releases the seat for the next billing cycle. SMS overages are charged at $0.008 per message after the included 250 SMS/user/month on Standard. Dialpad may apply an 'admin cost recovery fee' as a line item on invoices separate from per-seat pricing.
The cost of manual management
Manual Dialpad administration tends to break down at the offboarding edge, not at the add-user click path. Numbers, routing rules, admin coverage, and plan-specific automation gates all need separate checks, so the hidden cost is operational coordination rather than just seat count.
What IT admins are saying
Community data is currently sparse for this app.
The decision
Manual administration is workable for small teams when user churn is low and telephony setup is simple. Once you have frequent joiners and leavers, multiple offices or departments, or strict offboarding controls, the risk shifts from finding the right screen to consistently cleaning up numbers, routing, and admin coverage.
Bottom line
Dialpad is manageable by hand for straightforward teams, but the production risk sits in telephony cleanup and plan-specific automation limits. Verify current SCIM and admin-feature gates against Dialpad documentation before you design a long-term manual process.
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