Having a business Phone Number allows you to communicate with customers, and your CRM Number not only creates that bridge but allows you to personalize it to your particular needs, further ensuring customer satisfaction.

How to Configure It? #

To start, head to your Settings and open the Phone Numbers section.

Of your desired phone number, click on the three-dot icon to open the options and select Edit Configuration.

Here, you can configure the Phone settings.

Basic Details #

• Name Your Number: Enter a name for your team members to identify the number easily. This name will not be visible to your contacts.
• Calls Go To: Here, you can select the staff member to whom incoming calls are forwarded.
• Call Recording: Enable this feature to keep a record of the incoming and outgoing calls you have with the CRM phone number. Once enabled, you can choose whether to play a message or not. Before configuring this feature, please check your state’s laws regarding phone call recording.

Call Forwarding #

• IVR: If you’re using a workflow IVR action, this gives you quick access to the connected workflow.
• Team Member: Here, you can select the staff member to whom incoming calls are forwarded.
• External Phone Numbers: This allows you to set up a phone number to redirect the CRM calls to.

Voice AI: Select a Voice AI agent if you want them to manage the voice if no teammate is available.

Business Phone Number: You can view and access your business phone number here as per what you entered in the Business Profile.

Additional Team Members: Enable this option to add more team members who should be included.

Timeout: The time, in seconds, that incoming or outgoing calls should ring before going to voicemail or the system hanging up.

Backup: Select what should happen if the call is unable to connect with a team member. You can select to manage it with a Voice AI Agent or send the call to voicemail.

Advanced Settings #

• Call Connect: This will ask you to press a key before connecting the call if you’re responding on an external phone. For example, when redirecting calls to your cell phone.
• Whisper Message: The robot voice will read this message to the redirect number.
• Phone number I see when receiving the call: Select the phone number you want to see in your cellphone when calls are redirected. You can either see the individual contact’s number or the CRM number.
• Bring Your Own Number: This shows your verified number as the phone number.
• 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.
• 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 user needs a dedicated number, you can set it by heading to the My Staff section under your settings, or when the phone number has been assigned to a user, you can handle their settings here. Click the pencil icon next to the user whose settings you want to edit or assign the phone number.

Head to the Call & Voicemail Settings section. Under Inbound Number, select the CRM phone number you want to assign to the user.

Besides assigning the phone number to a specific user, you can also set:

• Forward Calls to: Here, you can select the channel(s) you want the user to receive the 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 you’ve set up your phone number, it will be ready for you to start reaching out to customers. Whether via SMS or call, this configuration will ensure you maintain a professional image while keeping your contact process streamlined inside the system, creating plenty of opportunities for data analysis, internal collaboration, and customer care.

Frequently Asked Questions #

Where do I go to configure my phone number? #

Open your Settings and go to the Phone Numbers section. Click the three-dot icon next to the number you want and select Edit Configuration.

Will the name I give my number be visible to contacts? #

No. The name you assign under Name Your Number is only used internally to help your team identify the number. Contacts will not see it.

Can I record calls made through my CRM number? #

Yes. Enable Call Recording to keep a record of incoming and outgoing calls. You can also choose whether to play a notification message. Be sure to check your state’s laws on call recording before enabling it.

What happens if a call can’t reach a team member? #

Use the Backup setting to decide the fallback. You can route the call to a Voice AI Agent or send it to voicemail.

How do I assign a dedicated number to a specific staff member? #

Go to the My Staff section in Settings, click the pencil icon next to the user, and open Call & Voicemail Settings. Under Inbound Number, select the CRM phone number to assign to that user.

What is the Timeout setting for? #

Timeout sets how many seconds a call rings before it goes to voicemail or the system hangs up.