June 18, 2026
Dialpad Surfaces Calls Inside Google Workspace So Teams Skip the CRM
Dialpad customer conversations will now flow directly into Google’s Gemini Enterprise and Workspace apps, letting teams pull insights from call transcripts and interaction history in plain language without opening a CRM, the AI customer experience vendor has announced.
The integration brings Dialpad’s conversation intelligence into Gmail, Docs, and Chat, so the record of what a customer actually said is right next to the tools sales and support teams already use, according to the company. Teams can draw on the full transcript instead of manually typed CRM notes or scattered ticket logs, seeing what the customer said, how they felt, what the rep promised, and what happened next.
Dialpad cited Gartner research finding that almost 79% of opportunity-related data gathered by sellers never reaches the CRM, which means most conversation detail never lands in the system meant to hold one record per customer relationship.
How It Works in Gemini
Gemini Enterprise ingests Dialpad transcripts and conversation intelligence and makes them available natively inside the Gemini experience. Users can ask questions across Workspace apps in everyday language, such as summarising recent interactions with a named customer, surfacing risks raised on recent calls, or pulling the commitments made on a previous call. Gemini then combines those Dialpad insights with Workspace context to give a current view of the account.
Reporting on whether AI will replace contact centre agents noted that 48% of customers are ready to walk away when a system loses track of what they have already said, so keeping context attached to every interaction affects retention directly.
“Customer experience is defined in the conversation, not in the CRM,” said Brian Peterson, CTO and Co-founder of Dialpad, adding that the most important details often disappear before anyone can act on them.
Ryan Henry, Vice President, Cloud & Support Services at Randstad, said after seeing a proof of concept that bringing conversational insights into a single workspace would give teams stronger contextual understanding when serving clients.
A Decade with Google
The announcement extends a long Dialpad relationship with Google, which named Dialpad its Technology Partner of the Year in 2023 for Productivity & Collaboration. Dialpad CEO Craig Walker also founded GrandCentral, which Google acquired and turned into Google Voice. The tie-up follows a run of contact centre AI work from Dialpad, which has expanded its AI contact centre platform around its in-house DialpadGPT model trained on billions of minutes of business calls.
The move also lands as rivals deepen their own Google links, with Salesforce having brought Gemini models into its Agentforce agent platform last year.
“Dialpad’s leadership in conversational AI aligns with our vision of making work more connected and intelligent,” said Matt Maccaux, Head of Customer Engineering at Google.
Select Gemini Enterprise customers can access Dialpad conversation intelligence, meeting data, and transcript analysis at no extra cost. All Dialpad customers can request a Gemini Enterprise trial through their Google representative.
