The CRM lets you manage customer interactions through internal calls. With a few settings adjustments, you can make sure everything works the way your business needs. Here's how.

Accessing Voice Calls

Head to your subaccount settings. Navigate to the Voice tab within the Phone System section to manage the related settings.

Call Recording & Transcription

Call Recording

This section lets you manage storage for all recorded calls. Toggle "Automatically Delete Older Recordings?" to set a time limit for removing call logs. If you've previously enabled this, click the pencil icon to update the time.

Call Transcription

The Call Transcription section gives you more detail on your voice calls. Here you can enable automatically generated transcriptions for all recorded calls.

Other Settings

Inbound Calls

This section lets you manage how incoming calls are handled. The available options are:

  1. Forward calls: Redirects calls to your business phone number when no forwarding number or assigned user phone number has been configured.
  2. Ring to user: Notifies the user assigned to the dialled number, even if the caller was previously assigned to a different user.
  3. Allow private calls: Allows you to receive incoming calls from hidden (private/anonymous) numbers. These are automatically saved as "Private caller from at ", with a "private phone number" tag for easy identification.

Outbound Call

This section lets you manage the settings for calls you make to contacts.

  1. Tick "Connect me after the recording message" to skip past the call recording message, so your leads are only connected once they've heard it.
  2. Enabling "Avoid calling people during quiet hours" will show a warning whenever you call a contact before 8 am or after 9 pm in their local time zone.

Use "Default Phone Number for Outbound Calls" to choose which number is used when calling a customer. Your options are:

  1. Local Presence Dialing: uses a phone number local to the contact based on their area code.
  2. Prefer phone number assigned to user: uses the phone number set as the logged-in user's assigned CRM number.
  3. Prefer default phone number: uses the subaccount's designated default number.

These settings help improve your calling experience, keeping conversations smooth, customers happy, and results reliable.