Dialpad has built one of the most AI-forward contact centre platforms on the market. Dialpad Ai powers real-time transcription, sentiment analysis, agent coaching, and automated summaries across every call.
Dialpad's App Marketplace also lists a secure payment integration, which masks card entry so agents never see or hear the card details, and nothing is stored, recorded or transcribed.
Shuttle is a different kind of product: a payment layer between the call and each merchant's own payment gateway, with DTMF card capture and payment links on the same integration. That matters when your clients each need their own gateway, or when you want voice and links to run through one layer.
This guide covers how a Dialpad-based operation can add comprehensive, PCI-compliant payment capture using Shuttle, enabling both human agents and AI agents to collect payments during calls without handling card data.
When a Separate Payment Layer Helps
Dialpad Ai Contact Center is a strong platform for conversation intelligence. A separate payment layer earns its place on the payment side:
AI-to-payment handoff. When Dialpad Ai detects that a customer wants to pay, your flow can hand the payment leg to Shuttle and get the result back, so the conversation continues.
Multi-PSP support. Enterprise customers and BPOs need each merchant's payments to go to its own gateway, through one integration.
How Shuttle Adds Payments to Dialpad
Shuttle adds PCI-compliant card capture to your Dialpad calls, for both live agents and Dialpad Ai. When the customer is ready to pay, the card is captured through Twilio Pay and passed to Shuttle's PCI DSS Level 1 environment, and the card data never reaches your Dialpad recordings, your Ai transcription, or your agents.
The setup is light. It runs on Twilio Pay, so you need to be a Twilio customer, and you build a small integration on your side. Shuttle ships the secure PCI capture, payment links, IVR, and the payment APIs; what it does not ship is an out-of-the-box agent screen, the input UX, or the amount-passing API call wired for Dialpad specifically. So the part you build is small: pass the payment amount to Shuttle through its API (the minimum data we need), connect the secure capture into your Dialpad call flow (live agent or Dialpad Ai) over Twilio, and add your own agent screen if your workflow needs one. If that fits, book a call and we will scope your exact setup. There is practical detail in the "What to Expect" section further down.
Secure card capture (voice)
When it is time to pay, the card is captured in a secure, PCI DSS Level 1 call via Twilio Pay. The customer enters their card details on their phone keypad, and the digits pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment. They never reach your Dialpad recordings, your Ai transcription, or your agents. See the Twilio IVR & Agent Assist payment docs for the technical flow.
Triggering from Dialpad Ai or a live agent
You can trigger the secure capture via Shuttle's APIs from a live agent's interface or from a Dialpad Ai flow when payment intent is detected. The payment result is returned so the conversation can continue, confirming the payment and providing a reference number. The connecting logic between Dialpad and Shuttle is the small integration you build, because Dialpad does not have a pre-built Shuttle app today.
Payment Links
This is the most turnkey path. Shuttle generates payment links and sends them via SMS or email, including mid-call to a customer who is still on the line. The customer taps the link, enters card details on a secure hosted page, and confirmation is returned in real time. Shuttle provides the link interfaces out of the box, and links work even with gateways that don't support voice capture. See the Payment Links docs.
Agent experience
For voice, the agent triggers the capture and sees the result without ever handling card data. Shuttle does not ship a pre-built agent screen or input UX for Dialpad, so you build that minimal piece against Shuttle's APIs: trigger the capture, pass the amount, and show the result in your own agent or Ai flow if your workflow needs one. There is more in the "What to Expect" section below.
How a voice payment works
The call proceeds on Dialpad as normal, with a live agent or Dialpad Ai.
Payment is triggered from your agent interface, or via API from a Dialpad Ai flow.
Card captured securely. The card is captured in a PCI DSS Level 1 call via Twilio Pay; the customer enters their card on the keypad, and the digits pass from Twilio Pay to Shuttle's PCI DSS Level 1 environment.
Transaction is processed. Shuttle routes to the configured PSP, any of 30+ supported gateways.
Result returned to your interface or AI flow via webhook, so an agent can confirm the outcome or Dialpad Ai can continue the conversation.
No card data in Dialpad. The card digits never touch your Dialpad recordings, your transcriptions, or your agent workstations.
Multi-PSP Support
Shuttle supports 30+ payment gateways with configurable routing:
By merchant: each client routes to its own gateway
By payment method: cards through one gateway and ACH through another
Manual failover: if a gateway is down, you can move the affected payment types to another connected gateway. There is no automatic failover, and saved cards stay with the gateway that stored them, so repeat payments on stored cards will not run through the second one
For BPOs running multiple clients on Dialpad, multi-PSP support is essential. Switching processors later is configuration, not a re-integration, though saved cards stay with the gateway that stored them. One caveat for voice specifically: a small number of gateways (for example Braintree) don't permit the raw card data to be passed to them, so they don't work for voice capture, though they do work for payment links.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider. Because the card is captured in the secure Twilio Pay call, card data never enters your Dialpad environment. Recordings, transcriptions, Ai analytics, and agent workstations stay out of the card data flow, which limits your PCI scope. Merchants complete SAQ-A; platforms, BPOs and other service providers collecting payments for other businesses complete SAQ-D. Your acquirer confirms which form applies to you. Full compliance documentation is in the security docs.
This is critical for Dialpad deployments. Dialpad Ai transcribes every call in real time. Because the card is captured in the separate Twilio Pay call, card data never reaches the audio stream that Dialpad's AI pipeline processes.
Voice payments cost $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account, with no per-seat licensing. See pricing.
For Solution Providers and Dialpad Implementation Partners
If your team deploys Dialpad for clients, as a partner or a system integrator, Shuttle is the payment layer you deliver alongside the rest of the implementation. Each client keeps their own merchant account and their own gateway, and your side integrates once, so payments are not rebuilt for every engagement and client money never lands in yours.
Shuttle's voice capture runs on Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways. Shuttle is not a pre-packaged Dialpad plugin, so your team builds a small integration between Dialpad and Shuttle, and voice deployments need a Twilio account. 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 secure payment capture during the renewal conversation, with no transfer and no callback.
Professional Services
Accountancy firms, legal practices, and consultancies using Dialpad can collect invoice payments during client calls. The client enters card details on a secure Twilio Pay call, and payment confirms before the call ends.
Collections
Collections teams need to capture payment when the debtor agrees to pay. Any delay reduces conversion, though a mid-call payment link keeps the customer on the line. Shuttle captures payment in-call.
Utilities
High-volume bill payment calls handled by Dialpad Ai can hand off the payment leg to Shuttle's secure Twilio Pay capture, then confirm the result.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Dialpad plugin. Here is the honest detail so there are no surprises on the call:
It runs on Twilio Pay today. Shuttle's voice capture uses Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways, so you need to be a Twilio customer. Shuttle works with Twilio today, and any carrier coming soon.
You build a small integration, not a payment system. Shuttle ships the secure PCI capture, IVR, payment links, and payment APIs. What it does not ship is an out-of-the-box agent screen, the input UX, or the amount-passing API call for Dialpad specifically. So you build that minimal glue: pass the amount to Shuttle via its API (the minimum data we need), connect the capture into your Dialpad call flow (live agent or Dialpad Ai) over Twilio, and add your own agent screen if your workflow needs one. It is light.
Point-of-payment capture is what is live. Securely capturing the card at the moment of payment works today. Shuttle staying present across the entire Dialpad conversation is not available today, and Shuttle does not ship call hand-back after payment out of the box. What happens to the caller after payment is part of the call flow you build in Twilio. Works with Twilio today, and any carrier coming soon.
Payment links are the most turnkey path and need the least build. Many teams start there and add voice capture later.
Frequently Asked Questions
Does Shuttle have a native Dialpad integration?
Not today. Shuttle's voice capture runs on Twilio Pay, and you invoke that setup rather than installing a Shuttle app in Dialpad. What you build is small: pass the payment amount to Shuttle via its API (the minimum data we need), connect the secure capture into your Dialpad call flow over Twilio, and add your own agent or Ai-side screen if your workflow needs one. Shuttle works with Twilio today, and any carrier coming soon.
Does this require Twilio?
Yes, today. The secure card capture runs via Twilio Pay, where Shuttle is Twilio's chosen provider to enable Twilio Pay for many payment gateways. Shuttle works with Twilio today, and any carrier coming soon.
Does Shuttle work with Dialpad Ai features?
Yes. Because the card is captured in a separate, secure Twilio Pay call, no card data reaches Dialpad's audio stream, so Ai transcription, sentiment analysis, and coaching continue to work normally; they just never see card data.
Can we just use payment links instead of voice capture?
Yes. Many teams use links only, sent via SMS or email, including mid-call. Links are the most turnkey part of Shuttle and work with gateways that don't support voice capture.
Can we try it before committing?
Yes. You can build a proof of concept against Shuttle's sandbox gateway and demo app to see the IVR flow, then move to a compatible production gateway when you're ready.
What does Shuttle cost?
Voice costs $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account, with no per-seat licensing. See pricing.
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
Retell AI Payments: PCI-compliant payment capture for Retell AI voice agents
Five9 Payments: PCI-compliant payment processing for Five9
Voice Payments: comprehensive guide to voice payment capture
Get Started
If you are a merchant taking payments on Dialpad rather than building for clients, talk to us about your deployment, or see how Voice Checkout works.