If you're running a contact centre on Dialpad — for an insurance broker, a professional services firm, a collections operation, or a utility billing team — you've already met the payment gap. Customers want to pay on the call. Dialpad doesn't have a native, PCI-compliant way to capture their card.
Dialpad Ai is one of the most AI-forward platforms in the contact centre space — real-time transcription, sentiment analysis, agent coaching, automated summaries. But when the customer says "I'd like to pay," the AI hits a wall. Your agent either reads the number into a recording, sends a payment link from a separate tool, or pushes the customer to another channel altogether.
This guide is for merchants taking payments through Dialpad, and for solution providers and Dialpad Marketplace partners deploying it for clients. It covers how Shuttle adds PCI-compliant payment capture — multi-PSP, AI-friendly, and built so Dialpad Ai can hand off to a payment flow without breaking the conversation.
The Payment Gap in Dialpad
Dialpad Ai Contact Center is a strong platform for conversation intelligence. But payment capture requires different infrastructure:
No native payment processing. Dialpad does not have a built-in payment engine. There is no way to trigger a card transaction from within a Dialpad call flow or Ai agent interaction without external integration.
No DTMF isolation built in. Dialpad offers recording pause via API or Chrome extension to avoid capturing card data, but this is a manual workaround — not secure DTMF masking. Pausing recordings doesn't prevent the agent from hearing card numbers.
No AI-to-payment handoff. Dialpad Ai can detect payment intent and transcribe conversations, but it cannot initiate a secure payment flow. The AI generates coaching suggestions and summaries — it cannot execute a transaction.
How to Add Payments to Dialpad
Shuttle integrates with Dialpad to provide PCI-compliant payment capture for both human-assisted and AI-driven voice flows.
DTMF Masking
When a payment is triggered, the call's audio path routes through Shuttle's PCI-certified environment. The customer enters their card number, expiry, and CVV via phone keypad. Shuttle captures the DTMF tones securely and replaces them with flat masking tones in the audio returned to Dialpad.
The agent remains connected throughout. Dialpad's recording and Ai transcription capture only masked tones — no card data enters the Dialpad environment.
AI Agent Payment Handoff
When Dialpad Ai detects payment intent, Shuttle's API can be triggered to initiate secure card capture within the call. The payment result is returned so the conversation continues — confirming the payment and providing a reference number. No human agent involvement required.
Payment Links
For calls where DTMF is not suitable, Shuttle generates a payment link sent via SMS during the call. The customer completes payment on a secure hosted page while staying on the call.
Agent-Assist Interface
Shuttle provides a widget alongside the Dialpad agent desktop. Agents trigger payments, monitor card entry progress, and receive results — without seeing or handling card data.
How It Works
Customer is on a call managed by Dialpad — either with a live agent or Dialpad Ai.
Payment is triggered. The agent clicks "Take Payment" in the Shuttle widget, or the AI triggers payment capture via API.
Audio routing activates. The call audio routes through Shuttle's PCI-certified environment. The conversation continues uninterrupted.
Customer enters card details. Shuttle prompts the customer to enter card number, expiry, and CVV via phone keypad. DTMF tones are captured and replaced with masking tones.
**Transaction is processed.** Shuttle routes the card data to the merchant's configured payment gateway — any of the 40+ supported PSPs.
Result returned. The payment outcome is returned to the agent or AI. Dialpad Ai can confirm: "Your payment has been processed."
Audio routing disengages. The call returns to normal. No card data has entered the Dialpad environment.
Agent workflow
From the Dialpad agent app, the agent stays on the live call. When the caller is ready to pay, the agent clicks a payment action in their workspace and confirms the amount. They never see, type, or hear the card number — DTMF tones are masked from recordings and from the agent's audio. The agent can see status updates (entered card, validated, processed, approved or declined) without ever entering PCI scope. If the call drops mid-payment, the agent can resume or send a payment link to finish the transaction asynchronously.
Customer experience
The customer stays on the same call with the same agent. When prompted, they enter their card details on their phone keypad — the tones are masked so neither the agent nor the recording captures them. They hear confirmation in real time and stay on the line for follow-up questions, receipt delivery, or scheduling. There's no transfer to a separate IVR, no callback to complete payment, and no link they have to action later. Dialpad Ai keeps transcribing and analysing while the payment flow runs in parallel.
Multi-PSP Support
Shuttle supports 40+ payment gateways with configurable routing:
By merchant — each client routes to its own gateway
By region — UK payments to one PSP, US to another
By failover — automatic backup if the primary gateway is unavailable
By card type — route specific card brands to preferred processors
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider. With Shuttle, card data never enters your Dialpad environment — recordings, transcriptions, Ai analytics, and agent workstations are all out of PCI scope.
This is critical for Dialpad deployments. Dialpad Ai transcribes every call in real time. Without DTMF isolation, any card number spoken or entered during a call flows through Dialpad's AI pipeline. With Shuttle, card data never reaches the audio stream.
Your PCI compliance drops from SAQ-D (300+ controls) to SAQ-A.
For Solution Providers and Dialpad Marketplace Partners
If you're a Dialpad partner or SI deploying Dialpad for clients, Shuttle is the payment layer that plugs in alongside your build. We support white-label deployment, multi-PSP routing across your client portfolio (each client keeps their preferred acquirer), and partner-friendly commercials. Shuttle works with Dialpad Ai so AI-led calls can pass to a compliant payment flow without disrupting transcription or sentiment analysis. For partnership conversations, book a discovery call.
Use Cases
Insurance
Insurance brokers and contact centres on Dialpad handle premium collections and renewal payments daily. Shuttle enables payment capture during the renewal conversation — no transfer, no callback, no dropped payment.
Professional Services
Accountancy firms, legal practices, and consultancies using Dialpad can collect invoice payments during client calls. The client enters card details via keypad, payment confirms before the call ends.
Collections
Collections teams need to capture payment when the debtor agrees to pay. Any delay reduces conversion. Shuttle captures payment immediately, in-call.
Utilities
High-volume bill payment calls can be handled autonomously with Dialpad Ai + Shuttle — no human agent needed.
Frequently Asked Questions
Does Shuttle work with Dialpad Ai features?
Yes. Because card data is stripped from the audio before it reaches Dialpad, Ai transcription, sentiment analysis, and coaching continue to work normally — they just never see card data.
How quickly can we go live?
Most Dialpad integrations are live within 2-4 weeks.
What does Shuttle cost?
$0.20 per transaction. No setup fees, no per-seat licensing, no monthly minimums.
Related Reading
PCI-Compliant Payments for Contact Centres — the complete guide to contact centre payment processing
Talkdesk Payments — PCI-compliant payment capture for Talkdesk and Autopilot
RingCentral Payments — secure voice payments for RingCX and RingEX
Five9 Payments — PCI-compliant payment processing for Five9
Voice Payments — comprehensive guide to voice payment capture
Get Started
Shuttle adds enterprise-grade, PCI-compliant payment infrastructure to Dialpad without changes to your telephony, agent training, or customer experience. Most deployments go live in under two weeks across multiple PSPs.
If you take payments in a contact centre, see how Shuttle works for merchants, or book a discovery call to walk through your specific deployment.