Phone

Using your system as a “softphone” for outbound calls is an excellent way to communicate with leads for one-time calls or for calling through lists. This article will cover calling specific contacts for one-time calls. Please see other articles re...

Inbound calls can be forwarded to a cell phone but they cannot be answered in the desktop application. You can only make outbound calls from the app. Inbound Call Routing is the process that happens if a prospect calls back the phone number from a...

Note that this help doc is showing the old Campaigns function which is now part of Workflows. You can use the Call Event in a campaign to automatically have the system call the customer when that step is reached in the campaign. If the lead answer...

A Voicemail Drop is utilized to accelerate the process of leaving voicemail messages. The way it works is the system will make a phone call to the selected contact, and then it will immediately drop that phone call and initiate a second phone call...

Voicemail Drops require mp3 or wav audio files. This article shows how to properly convert your audio voicemail file to properly utilize Voicemail Drops. What you will need Audacity Step 1: Download Audacity Visit the Audacity website Start your...

A Twilio number is a digital phone number that can give you full access to your regular call and message routine. You can create an outbound number easily within the app. Step 1: Navigate to Settings > Phone Numbers. Step 2:  Click Add Number. St...

You may want your phone number to forward to another number, and yet sometimes you may want it to directly send a call to voicemail. The caller can leave a voicemail which will be transcribed and emailed to you. Follow these steps to set up the vo...

You may want to remove a phone number from your system. To delete a Twilio number, follow these simple steps: Step 1:  Navigate to Settings > Phone Numbers. Step 2:  Choose the phone number you wish to delete. Click the trashcan icon on the right ...

A Twilio number is a digital phone number that can give you full access to your regular call and message routine. There are a few steps to completing the Twilio setup process. Step 1 : Create a Twilio Account Locate your Twilio credentials in Twil...

You may want to record calls to be able to review them for quality assurance. Step 1: Ensure you have call recording enabled. Navigate to Settings > Phone Numbers > Edit. Check the call recording box. Click Update to confirm the changes. Step 2: L...

Below is an overview of how the system selects which Twilio Outbound Number to use for a contact, according to various scenarios: If the contact is assigned to a user, and the assigned user has an inbound Twilio number selected, the system will ...

A whisper message is a short message that you hear on your end of the line when a call is connected. It can help you best serve your customers and have context for a call. To set up your whisper message, follow these steps: Step 1:  Navigate to Se...

This article will walk through your options while you are on an outbound call through the system. Options Within the Dialer Once you make a phone call from within the app and the call connects, you will have the option to mute the call, open the d...

Twilio is the integrated phone system with the CRM. If you have a Twilio number setup, you can use Twilio to call and send SMS communications to contacts. (If you don’t have Twilio setup, check out our other tutorials and videos!) Below, we'll exp...

Call tracking allows you to understand the attribution of where calls are coming from. Whether you sent out an email blast to get calls, or you’re targeting new customers with Facebook or Google ads, etc. you may want to know where incoming calls ...

Twilio is a service which provides digital phone numbers you can integrate with your system.  Depending on your subscription, this article may not apply to you. Please reach out to Support or your System Administrator if you have any questions. ...