Call & text from records

With calling set up, you reach customers without leaving their record. Click a phone number and the softphone dials; click SMS and a text goes out from the contact's timeline. Calls, texts, and recordings log themselves, and missed calls turn into to-dos.

Call a customer

1. Open the contact or the CRM deal.
2. Click Call, or click any phone number on the record.
3. Talk in the softphone panel. Drag it anywhere on the screen; it stays with you as you move between apps.

The first time you open the panel, it asks you to sign in to Ringover — see Set up calling & SMS.

Answer an incoming call

When a call comes in, the softphone panel pops up and a notification shows the caller's name and number. Click Open contact to jump to the caller's record; when the caller has an open deal, it opens the deal instead. You have the customer's history in front of you before you pick up.

Find any call in Call History

Every call lands in Phone → Call History — including calls made on Ringover's mobile apps or Chrome extension, which sync in too. Filter by Incoming, Outgoing, Answered, Missed, or Has Recording, and group by contact or colleague.

The same call also posts a note on the contact's timeline and on the open deal, with the direction, the duration, and a Listen to recording link when the call was recorded.

Timing: with real-time syncing registered (part of setup), calls appear within seconds of hangup. Without it, they arrive on the sync that runs every 10 minutes.

Play a recording

When Ringover records a call, the recording attaches to the call in Call History with an inline player, so you review what was said or hand context to a colleague without leaving the workspace. The contact's timeline note links to the same recording.

Follow up on missed calls

A missed incoming call creates a to-do — "Missed call — call back", with the number — on the caller's open deal, or on the contact when there is no deal. It is due today and assigned to whoever missed the call, so nothing waits for someone to notice.

Send a text

1. Open the contact, or any record with a phone number.
2. Click the SMS button next to the number.
3. Write the message or pick a template, then send.

The text posts on the contact's timeline. To text many people at once, select them in a list view and send one SMS to the whole selection; anyone who has opted out is skipped automatically. Large sends go out one message at a time, so a big batch takes a few minutes.

Reading delivery status: a text that goes out shows as Sent, meaning it was handed to the provider. There's no separate delivery receipt, so a sent message doesn't advance to a confirmed "Delivered" state — Sent is as far as the status goes.

Receive replies

Replies thread onto the matching contact's timeline, and onto the open deal, so the conversation stays next to everything else you know about the customer. The match is by phone number: a text from a number that is on no contact is not kept. If you expect a reply, put the number on the contact first.

Related

• Calls & SMS overview
• Set up calling & SMS
• Deals live in CRM; people live in Contacts.