In this article, you'll learn how to make and answer business calls on the phone app (iPhone and Android). Calls always go out from your business number, never your personal cell, so customers see the same number every time. Every call also lands in Conversations next to your texts and emails.

Note: Calls only work once your CRM phone is set up. If you haven't done that yet, start with Setting up your CRM phone.

To open the dialer:

On the shortcut bar at the bottom, tap Conversations.
In the switch at the top, tap Dialer. It sits between Conversations and Quick replies.

Making a call

Dial a number

Open the Dialer as above.
Make sure Call is picked at the top. If Text is picked, a message box shows at the bottom instead and the number gets a text.
Tap the number in on the keypad. To fix a mistake, tap the backspace arrow to the right of the number. Press and hold it to clear the whole number.
Tap the green phone button. It only lights up once you've entered a full 10-digit number (or 11 digits starting with 1).

The call screen opens right away. It shows Calling…, then Ringing…, and once the customer picks up you'll see a timer.

Call a customer you already have

You don't have to type a customer's number. You can also call from:

Their contact page: tap the round phone button next to their number.
Your contact list: on Contacts, swipe a customer's row to the right and tap Call.
A conversation: open the thread and tap the phone icon at the top. If the thread belongs to another of your linked businesses, the call goes out on that business's line.
A job: on the job's Details tab, under Client, tap the phone button next to the customer's number.

Every one of these calls from your business line and opens the same call screen.

Note: If a call can't go out, you'll see Business line not available. That means the app needs updating to the newest version, or your company doesn't have a number set up yet under Settings > Phone numbers.

Answering a call

Calls to your business number ring the app like a normal phone call.

iPhone: the call comes in on the standard incoming call screen, even when your phone is locked. Answer it like any other call.
Android: the call comes in as an incoming call notification. If you already have the app open, a card also slides up with the caller's name or number and an Answer button.

If you run more than one business from one login, a call on a linked business's line shows that business's name.

Note: On Android, the app checks that it's allowed to ring. If the microphone is blocked you'll see Let business calls ring this phone, and on newer Android versions you may see Let calls ring on your lock screen. Tap Allow or Turn on, or calls will only show as a small banner.

Using the call screen

The top of the screen says Incoming call or Outgoing call, with the caller's name and number. While you talk, the app looks the caller up in your contacts.

If they're a customer, you'll see their address, how many jobs they've had and when their last one was, and what they owe (or Nothing owed) if your role can see money. The Client, Last job and Text buttons open those without hanging up. Their notes sit below, so you can read or add to them during the call.
If they're new, you'll see Not one of your customers yet. and a Text button.

The call controls are at the bottom:

Mute / Unmute
Keypad, for pressing numbers in a phone menu
Speaker. With nothing else connected, it switches between the speaker and the earpiece. If you have earbuds or a car connected, the button shows that device's name and lets you pick where the sound goes instead.
The red button ends the call.

Schedule a job from the call

Turn on Schedule job while you're talking. As soon as you hang up, the Scheduler opens, reads the call and fills in the job for that caller. If the caller is new, they're added as a customer with this number. Learn more in Scheduling a job from a live call.

Keep working during a call

Tap Hide in the top-left corner to get back to the rest of the app. A green bar stays across the top of every screen with the caller's name, the timer, Tap to return and a red end button. Tap the bar to bring the call screen back.

Tip: When you open Client or Last job from the call screen, the app hides the call for you. Tap the green bar to get back to it.

Finding your calls

Every call, in or out, shows in your Conversations list with a phone icon. Received and outgoing calls are green. Missed calls are red, and so is the caller's name. When there is one, a short summary of what the call was about shows under the name.

To see only calls:

On the Conversations screen, tap the filter icon to the right of the search box.
Under Show, tap Calls.

This shows the conversations where the latest contact was a call. To see everything again, open the filter and tap Everything. Calls that left a voicemail are also on the Voicemail tab. See Listening to your voicemail.

Making and answering calls on the phone app