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.
But when a customer on a Dialpad call needs to pay, the AI can't help.
Dialpad does not have native PCI-compliant payment capture. There is no built-in mechanism to securely collect card details during a voice call while maintaining PCI compliance. Third-party marketplace DTMF integrations exist but are typically single-gateway and don't cover a full payment infrastructure.
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.
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 secure card capture built in. Dialpad offers recording pause via API or Chrome extension to avoid capturing card data, but this is a manual workaround. Pausing recordings doesn't prevent the agent from hearing card numbers.
Limited marketplace options. Available DTMF marketplace integrations are typically single-gateway and designed for basic card capture, not multi-PSP routing or per-transaction pricing.
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.
No multi-PSP routing. Enterprise customers and BPOs need to route payments to different gateways for different merchants or regions. Native and marketplace options on Dialpad don't support this.
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 inside Shuttle's PCI DSS Level 1 certified environment via Twilio Pay (Shuttle is Twilio's preferred payments partner), and the card data never reaches your Dialpad recordings, your Ai transcription, or your agents. Shuttle customers already take payments this way on Dialpad-based operations today.
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. Customers running Dialpad have already built exactly this. 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 are captured inside Shuttle's certified 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. Customers running Dialpad have already built this. 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 are captured inside Shuttle's certified 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 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
For BPOs running multiple clients on Dialpad, multi-PSP routing is essential, and it's not available through native or single-gateway marketplace options. Switching processors later is straightforward; gateway choice is configuration, not a re-integration. 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 PCI scope, keeping you on the lighter SAQ-A path. 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 $0.20 per successful transaction with no setup fees, no per-seat licensing, and no monthly minimums. Payment links are currently free (a new pricing model is coming).
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 immediately, 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 the certified payment connector, so you need to be a Twilio customer. A carrier-agnostic version that removes the Twilio requirement is on our roadmap for later in 2026.
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, and customers running Dialpad have already done it.
A native Dialpad integration is available as a paid project. If you would rather not build the integration yourself, we can build one for your deployment with you.
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, or handing the caller back to the same agent afterwards, is part of the fuller call control coming with the carrier-agnostic version.
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 (we're Twilio's preferred payments partner), 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. Customers running Dialpad have already done this. We can build a native Dialpad integration as a paid project if you'd rather not build it yourself, and a carrier-agnostic version is on our roadmap.
Does this require Twilio?
Yes, today. The secure card capture runs via Twilio Pay, where Shuttle is the certified payment connector. The carrier-agnostic version that removes this requirement is on our roadmap.
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?
$0.20 per successful transaction for voice, no setup fees, no per-seat licensing, no monthly minimums. Payment links are currently free.
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
Shuttle adds PCI-compliant payment capture to a Dialpad operation via Twilio, for both human agents and Ai, without expanding your PCI scope or locking you into a single gateway. We'll walk you through what's live today and the path for your setup.
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