How to Configure Your Phone Number

Having a business phone number lets you communicate with customers. Your CRM number creates that connection and can be personalised to suit your particular needs, helping you deliver a better experience.

How to Configure It?

To get started, go to Settings and open the Phone Numbers section.

Find the phone number you want to configure, click the three-dot icon, and select Edit Configuration.

Here you can configure the phone settings.

Basic Details

1. 1
   Name Your Number: Enter a name for your team members to identify the number easily. This name will not be visible to your contacts.
2. 2
   Calls Go To: Here you can choose which team member receives incoming calls.
3. 3
   Call Recording: Enable this to keep a record of incoming and outgoing calls on the CRM phone number. Once enabled, you can choose whether to play a message. Before setting this up, check your local laws on call recording.

Call Forwarding

1. 1
   IVR: If you're using a workflow IVR action, this gives you quick access to the connected workflow.
2. 2
   Team Member: Here you can choose which team member receives incoming calls.
3. 3
   External Phone Numbers: Use this to redirect CRM calls to an external phone number.

1. 1
   Voice AI: Select a Voice AI agent to handle calls when no team member is available.
2. 2
   Business Phone Number: This shows your business phone number as entered in your Business Profile.
3. 3
   Additional Team Members: Enable this option to add more team members who should be
4. 4
   Timeout: The time, in seconds, that incoming or outgoing calls should ring before going to voicemail or the system hanging up.
5. 5
   Backup: Choose what happens if the call can't reach a team member. You can hand it to a Voice AI Agent or send it to voicemail.

Advanced Settings

1. 1
   Call Connect: This prompts you to press a key before the call connects when you're answering on an external phone, for example when redirecting calls to your mobile.
2. 2
   Whisper Message: The robot voice will read this message to the redirect number.
3. 3
   Phone number I see when receiving the call: Select the phone number you want to see on your mobile when calls are redirected. You can either see the individual contact's number or the CRM number.
4. 4
   Bring Your Own Number: This shows your verified number as the phone number.
5. 5
   Prefer forwarding calls to: When receiving an inbound call on a phone number, it can either be sent to the contact owner or the phone number owner.
6. 6
   Connect me to the contact: Select when the call should be connected to you when doing outbound calls.

My Staff - Call & Voicemail Settings

If a team member needs a dedicated number, go to the My Staff section in Settings. Once a phone number has been assigned to a user, you can manage their settings there. Click the pencil icon next to the user whose settings you want to edit or assign the phone number.

Go to the Call & Voicemail Settings section.

Under Inbound Number, select the CRM phone number you want to assign to the user.

As well as assigning the phone number, you can also configure:

• Forward Calls to: Here you can select the channel(s) you want the user to receive calls in.

• Default Channel for Ring All: This section allows you to select the preferred channel for all incoming calls.

• Default Channel for IVR: In this area, you can select the channel you want to ring for IVR calls.

• Voicemail Message: Here you can set the incoming call timeout and upload a voicemail. This voicemail message will be played instead of the one by the phone carrier when the user receives a call.

Once your phone number is set up, you're ready to start reaching out to customers. Whether by SMS or call, this configuration helps you present a professional image, keep your contact process streamlined, and create plenty of opportunities for data analysis, internal collaboration, and customer care.