What’s New in DialLink: MCP Integration, Outbound AI Calls and Native Integrations

In our July release, we’ve made major improvements to DialLink’s AI voice agents, making them a central part of your business operations. These updates enable agents to seamlessly integrate with your business tools, initiate outbound calls, and transfer calls with full context Additionally, we've expanded the platform's capabilities with native integrations, giving you greater flexibility and efficiency in managing your workflows. 

Here’s what’s new: 

Streamline your operations by integrating AI voice agents with your business tools 

DialLink’s built-in AI voice agents can now be seamlessly integrated with your favorite tools through our new MCP (Model Context Protocol) integration. With MCP, your AI voice agents can not only retrieve and feed data back into your systems but also perform actions, enabling process automation and saving time on routine tasks. 

With MCP integration, DialLink’s AI voice agents go beyond call handling; they become a powerful extension of your business workflows.  

Common use cases include:

• Customer relationships: Allow AI voice agents to connect to your CRM systems like HubSpot or Salesforce to create and update customer records, retrieve relevant information during calls, and add notes to the appropriate records, among other tasks. Ensure that even when a call is handled by AI, your CRM data remains up to date. 
• Customer service: Automate the resolution of routine inquiries, enable the retrieval of data on open tickets, and update records during calls by connecting AI voice agents to your Zendesk support system. 
• E-commerce: Keep the shopping experience seamless for your customers by integrating AI voice agents with Shopify. Whenever you receive an incoming inquiry, the AI agent can answer the call, provide live cart assistance, guide customers through checkout, and assist with product discovery and recommendations. 
• Scheduling service: Optimize scheduling services with AI agents that can integrate with your calendar, such as Cal.com or Calendly, to schedule or reschedule appointments directly with your customers. 

Automate outbound calls with AI voice agents 

DialLink’s AI voice agents can now do more than just answer calls; they can initiate them as well. Optimize and scale your outbound calling strategy by allowing AI agents to handle routine tasks, such as reaching out to customers to confirm appointments, following up on support tickets, collecting feedback, and qualifying leads — all while delivering human-like interactions. 

Ensure a frustration-free call transfer from AI voice agents 

Last month, we introduced keyword-based call transfers for AI voice agents, making call routing more precise for incoming inquiries. To further enhance the experience for your customers, we’ve added a warm transfer feature for AI voice agents. Now, even if the first point of contact is an AI agent, you can be confident that your human agent will receive all the important context, such as the caller’s name, intent, and conversation history, before the call is transferred. This ensures a smooth and natural conversation flow for your customers, without requiring them to repeat themselves. 

Never miss important conversations with instant Microsoft Teams notifications 

Connect your Microsoft Teams account with DialLink through the native integration to receive real-time notifications for missed calls, text messages, and voicemails directly in Teams channels or individual direct messages. 

Centralize your customer data by integrating DialLink with Salesforce 

Enhance your sales and support workflows while ensuring accurate, up-to-date customer data by seamlessly integrating DialLink with Salesforce. DialLink’s native integration automatically syncs contact details, including names, phone numbers, email addresses, company names, and job titles, between both platforms. 

All calls made in DialLink, whether by humans or AI, are automatically logged in Salesforce. This includes call details, AI-generated summaries, transcriptions, action items, and links to recordings. Voicemails, text and WhatsApp for Business messages are also automatically logged in Salesforce for comprehensive, unified customer records. 

Stay responsive with message auto-reply

Provide immediate acknowledgment of inquiry receipt, set clear expectations for response times, and even offer helpful information or resources with automated message reply. Make sure your customers always hear back from you, even when no one is immediately available to reply. 

Stay organized with an action-focused homepage in the DialLink desktop app 

Keep your day on track with a homepage that highlights everything that needs your attention — from missed calls and voicemails to AI-handled calls and new messages. DialLink’s AI captures key tasks from your calls automatically, so you can skip manual note-taking and focus on what matters. 

Stay tuned, more updates are on the way!