Phone Numbers

In this video, we walk you through what A2P is and how it affects your business. 

Your WhatsApp Business Profile serves as the digital front door for your business, showcasing important details such as your name, address, and website. By keeping this information updated, you can strengthen relationships, build trust with your customers, and drive engagement. Customers can access your business profile by selecting your business name or number during any chat. Ensuring this profile stays up to date is crucial, and this can be easily managed through the CRM's settings. How to Update Your WhatsApp Profile Navigate to the WhatsApp section within the Numbers tab. Click the three-dot menu next to the relevant number and choose "Edit Business Profile" from the dropdown options. This feature lets you edit your profile details by simply clicking the relevant text. A preview on the right will show you exactly how customers will view your updated profile. Once you're satisfied with the updates, simply click the "Save" button at the bottom to finalize. Keeping your WhatsApp profile up to date is easy right from your CRM!

? Note: This guide is intended for LC Phone users. Before applying for SHAKEN/STIR, ensure you have completed the necessary Business Registration and gained approval. Handling Call Blocks and Spam Labeling The rise of robocalls and caller ID spoofing has caused considerable issues for phone users, with the FTC reporting 40.7 billion robocalls targeting Americans in 2019 alone. To tackle this, the FCC has implemented strict guidelines aimed at curbing illegal robocalls, forcing telecom providers to adopt authentication standards. Decoding Nuisance Call Labels When businesses make calls, their outbound calls may be tagged with terms like 'Scam Likely,' 'Spam,' 'Fraud Risk,' or 'Robo Call,' based on the recipient's network, device, or app settings. These tags can lead to call rejection or blockage, causing frustration for the business. These tags, blocks, or filters are placed by the recipient's carrier, analytics partners, or the recipients themselves, not LC Phone. As LC Phone has no control over these labels, resolving them can be challenging. Still, there are actions businesses can take to reduce or prevent these blocks and tags, though results are not assured. This guide highlights steps to help your business mitigate the risk of call blocks and nuisance labels. Steps to Address Nuisance Labels and Call Blocking on Your Twilio Number If your phone number is affected by nuisance labels, blocked calls, or filtering, the following actions can help you resolve the issue: For US Numbers: You can register your US phone numbers with the FCC via their free registry website, freecallerregistry.com. This platform works with key US wireless carriers and their analytics partners to help remove negative labels from your calls. For International Numbers: For international numbers, LC Phone cannot assist with nuisance label issues. You’ll need to directly contact the terminating carrier marking your calls as spam to resolve the issue. Upcoming CNAM Registration Feature Updating or adding CNAM (Caller ID Name) details may boost your call answer rates by offering correct caller information, though it won’t directly influence nuisance labels. Note: While CNAM won’t remove nuisance labels, having precise caller details can improve call answer rates. Configuring SHAKEN/STIR Protocols SHAKEN/STIR is a set of protocols designed to authenticate caller ID information, ensuring the legitimacy of calls. It uses digital certificates to verify the caller's identity, which is stored in a database. This process helps build trust with recipients, confirming that the call originates from a reliable source. Note: Although SHAKEN/STIR doesn’t remove nuisance labels, it can increase answer rates thanks to its "Trusted Call" status. Applying for SHAKEN/STIR Certification Once your Business Profile is submitted, agency and sub-account admins can initiate the SHAKEN/STIR registration. Select the "Start Registration" button: Input a profile-friendly name, verify authenticity, and hit Submit: Upon submission, you’ll receive a confirmation. Approval may take up to 4 days. Frequently Asked Questions How will phone numbers be linked to the SHAKEN/STIR Profile? All numbers will be linked automatically. Both currently available numbers and any future purchases will be associated with the registered SHAKEN/STIR profile. Why doesn't the business name display when making calls, even though the client is A2P and SHAKEN/STIR approved with verified caller ID? To display the business name, CNAM registration is required—a feature that’s coming soon. The verified caller ID feature only ensures the business number or the client’s personal number is shown. Will registering my number fix mislabeled calls? While registration often rectifies mislabeling, it's not foolproof. Registered numbers can still be flagged based on suspicious call patterns or consumer reports. Therefore, it’s recommended to monitor call behavior for any traffic spikes and adhere to FCC regulations and TCPA laws. Should I register the numbers I just acquired? Yes, new numbers don’t automatically lose any previous nuisance labels. Always register newly acquired numbers.

WhatsApp provides a significant advantage for connecting with your audience globally, particularly for international communications. It enables real-time conversations similar to Messenger but offers more versatile features. One such feature is Media Templates, which allow you to reach out to new contacts or reconnect with inactive ones beyond the typical 24-hour engagement window. Media Templates on WhatsApp are pre-authorized messages that can incorporate visuals like images, videos, documents, or location details. These templates facilitate automated or bulk messaging, ensuring compliance with Meta's policies, and preventing your communications from being flagged or restricted. They simplify customer interactions by providing a consistent, engaging, and structured messaging approach. Step-by-Step Guide to Building WhatsApp Media Templates To get started with creating your WhatsApp Media Templates, navigate to the Settings menu, find the WhatsApp section, and click on the Templates tab. From there, select "Create Template" to begin. Provide a name for the template, choose the relevant category, and specify the language. These details will be reviewed by Meta for verification. If you want your media to appear at the top of your message, activate the Header option. Then, select the media type (image, video, etc.) that will be included in your message. Next, upload your chosen media and draft the message body for the template. The message body can also feature Custom Values, such as dynamic fields for contact details or trigger links. To receive Meta’s approval, you’ll need to submit an example showing how these placeholders will be replaced with actual data during messaging. Once you've completed the template, click “Create” to submit it for Meta’s approval, which typically takes 24 to 48 hours. Upon approval, your template will be ready to use for messaging contacts, either as part of automated workflows, bulk actions, or in one-off chats, enhancing the WhatsApp experience for both you and your customers. Common Questions About WhatsApp Media Templates What are the restrictions for media in WhatsApp Templates? WhatsApp Media Templates have specific file type and size limits: Documents: PDF, up to 100MB Images: JPEG, PNG (8-bit, RGB, or RGBA), up to 5MB Videos: MP4, up to 16MB Why might my template be rejected? Templates may be rejected for reasons such as: Incorrect or missing variable formatting Violations of WhatsApp's Business or Commerce policies Requests for sensitive information (like full card numbers) Use of inappropriate language Copying an existing template What happens if my template is ‘Paused’? If your template garners negative feedback or low engagement, Meta may pause it, meaning it can't be used until the issues are resolved. Is it possible to update a paused template? Yes, paused templates can be revised to fix any content issues. After making the necessary changes, you can resubmit the template for review, and its status will change to "In Review" until approved again.

Step 1: Linking Phone Numbers to Team Members Overview: Start by connecting phone numbers to team members within your CRM. This initial setup ensures that incoming calls follow the designated path efficiently. How to Link a Number: Access the “Team Directory” in the CRM settings menu. Choose the team member you want to assign a phone number to. Open the phone number dropdown in the member’s profile settings. Assign a number from the available list. Keep in mind that a number can only be linked to one individual, ensuring a unique connection. Scenario: Connecting numbers to users is ideal for direct lines where specific people need to be contacted without any other routing interference. Step 2: Managing Call Flow by User Links Overview: When a number hasn’t been linked to a user, the system will check if the contact belongs to a specific team member, directing the call to their phone. Setup Process: Make sure contacts are linked to their respective team members in the CRM following your workflow. Confirm that all team members have active phone numbers in their profiles for call reception. Scenario: This method is perfect for sales or support teams where specific leads or customers are assigned to individual reps, ensuring direct communication. Step 3: Forwarding Calls to Default Numbers Overview: If neither the number nor contact is assigned to a user, the system directs calls to a preset forwarding number for seamless management. Setting It Up: Navigate to the “Phone Numbers” area in your CRM settings. Configure or check the forwarding number that will receive all unassigned calls. Scenario: This is ideal for general inquiries or contacts without a dedicated rep, ensuring all calls are answered by a customer service line. Problem-Solving Tips If calls aren’t being routed correctly, double-check the number assignments under user management. Ensure contacts are properly linked to team members and that their phone numbers are valid for incoming calls. Make sure the forwarding number is set up correctly and is functioning properly. Common Questions (FAQs) Is it possible to assign a number to more than one user? No, each number must be assigned to one user to keep the call routing clear. What occurs if a user lacks a phone number in their profile? The call will fail if the user doesn’t have a phone number. Ensure all profiles have valid phone numbers. Can I update the forwarding number? Yes, you can modify the forwarding number at any time to redirect unassigned calls.

Overview of the A2P Messaging Setup Application-to-Person (A2P) messaging refers to sending text messages from an app to a user, requiring the proper registration of the sender's number. This registration process is overseen by telecom carriers and service providers to maintain compliance and prevent abuse. The CRM system itself doesn't review these applications but provides necessary instructions to guide users through the process. Typical Reasons for A2P Registration Rejections Missing Opt-In Documentation: Failure to provide a valid opt-in form, terms, conditions, or a privacy policy. Prohibited Business Use: Certain industries, such as cannabis or specific campaigns, are not permitted under U.S. law and are likely to be rejected. Unmodified Business Examples: Submitting examples without customizing them to reflect your company's unique details may lead to rejection. Incorrect Business Information: Providing incorrect or mismatched details, such as an invalid EIN number or incorrect company details, can result in registration failure. Inactive or Broken URLs: Ensure all provided links (e.g., your website, privacy policy, terms) are active and accessible. Broken links can cause automatic rejection. Steps to Resolve A2P Registration Failures Fix Opt-In Information: Ensure your website is active and includes a proper opt-in form. This form should clearly display terms and conditions and the privacy policy, with checkboxes for user consent, including one for opting into communication. One checkbox should remain optional to meet compliance. Avoid Restricted Use Cases: Check the latest legal and regulatory guidelines to confirm that your business or campaign does not fall into a prohibited category. Tailor Submitted Examples: Customize the provided examples with your actual business details, including name and contact information, to ensure accuracy and avoid rejections. Correct Business Details: Verify that all submitted details, including your EIN number and the authorized representative's phone number (which should be a personal cell number, not a virtual service), are accurate. Test All Links: Make sure that all provided links, including your website, privacy policy, and terms and conditions, are functional and accessible. Broken links can lead to rejection. FAQs on A2P Registration How can I generate a privacy policy or terms and conditions? It's advisable to consult a legal professional to draft these documents, but platforms like Termly, Rocket Lawyer, and Terms Feed offer templates. Some users may also use AI tools like ChatGPT to create drafts, though legal verification is highly recommended. How do I include terms and conditions in forms? You can easily add terms and conditions to your forms within the CRM. Just remember to update these fields with your specific business policies and details. How do I set up an opt-in checkbox? Add a custom checkbox field to collect promotional opt-ins. This helps ensure compliance and minimizes the chances of users unsubscribing later.

In the phone management section of your CRM, you can acquire phone numbers tailored to meet your business communication requirements. These numbers are useful for several functions, including placing calls, sending SMS, or overseeing communication activity logs. Connected SMS Services On this page, you will notice the SMS services that are already linked to your CRM. These may include providers like Twilio or LeadConnector, among others, depending on your system configuration. Managing Phone Numbers Set your default outbound number, assign a custom name to each phone line, view all numbers linked to your CRM, and specify a forwarding number for incoming calls. Adjusting Phone Settings Use the pencil icon to modify any phone number. A pop-up will let you change the name, assign a forwarding number, and enable caller ID settings. You can also turn on features like call recording, whisper messages, and set call timeout preferences. After making your adjustments, press the Update button to save. Removing a Phone Number To remove an existing phone number, click the trashcan icon located on the far right. You’ll see a confirmation pop-up before the number is permanently deleted. Once removed, the phone number is unrecoverable, so be certain before confirming. Adding a New Number You can easily add a new phone number to your CRM by clicking on the + Add Number button. This will allow you to integrate additional numbers into your business communication system. Choosing a Phone Number After clicking the Add Number button, a pop-up will guide you to choose your country and area code. Search for available numbers, pick the one that fits your business, and then press Save to finalize your selection.

SMS Campaign Overview Maximizing the impact of every SMS message in your campaigns is essential, just like managing email campaigns. To maintain full visibility over your message performance, regularly review the analytics and message limits. These features are accessible under the Phone Numbers section in the system’s settings. SMS Campaign Insights Monitor and analyze the effectiveness of your text campaigns with detailed insights. Key Metrics There are currently four key performance indicators available: Sent, Delivered, Undelivered, and Error Rate. Each metric provides both the total number of messages and the percentage relative to the overall number of messages sent or attempted. Applying Filters Refine the displayed data by adjusting the date range or applying specific filters. The filter options allow you to narrow down messages by Campaign, Workflow, or Bulk Request. Once the source is selected, choose the appropriate option for that particular Campaign, Workflow, or Bulk Request. After selecting both the source and the source name, click the Apply button to apply the filter. For detailed reports, click on any status to see information such as recipient details, message status, and activity date. You can quickly access the conversation page by clicking on the blue icon. Tracking Message Limits Monitor your total sent messages to ensure you stay within your daily limits by navigating to the Advanced Settings tab and reviewing the Messaging Limit section. This count includes both manual and automated messages, and it resets with each cycle, ensuring accuracy in your SMS campaign management. Staying within limits helps you control and optimize your campaigns more effectively moving forward.

A toll-free number allows customers to contact your business without incurring any call charges, as the costs are absorbed by your company. This option is essential for businesses that aim to offer a seamless, no-cost communication channel for their customers, enhancing client relationships. Key Advantages of Using Toll-Free Numbers: Costs Covered for Incoming Calls: Your business will be billed for every incoming call, ensuring that customers can reach out without any charges on their end. Improved Customer Satisfaction: By providing a toll-free number, you simplify the process for clients to get in touch with you, improving their overall experience. Elevated Professionalism: A toll-free number helps in projecting a more credible and established business image. Steps to Acquire a Toll-Free Number in Your CRM System The CRM platform simplifies the process of obtaining and registering toll-free numbers, making it efficient and user-friendly. Follow these steps to get started: Access the Phone Numbers Section: From your CRM dashboard, go to the Settings tab and click on "Phone Numbers." Select Manage Numbers: Click on the "Manage Numbers" section and choose the toll-free number you wish to register. View Toll-Free Details: Click on the three dots next to the toll-free number, select "View Number Info," and follow the on-screen prompts to complete the process. Verification and Approval Process Once you've completed the registration, your toll-free number will be reviewed to ensure compliance and optimize your messaging capabilities. Here are some important details: Verification Levels: Toll-free numbers may be in a restricted, pending verification, or fully approved status, with each level having different daily message limits. Advantages of Approval: Once approved, your toll-free number gains full access to A2P messaging services and significantly reduces the likelihood of message filtering by carriers. Common Issues and Solutions: What if my number is under extended review? Ensure all provided information is accurate and complete. If delays persist, reach out to support for further assistance. Can I register more than one toll-free number? Yes, businesses are allowed to register multiple toll-free numbers, depending on their requirements and adherence to CRM guidelines.

Navigating to Twilio Phone Line Settings Start by accessing the settings for your Twilio phone lines in your CRM account. Follow these steps: Head to the lower left corner of your CRM dashboard and select “Settings.” Within the settings panel, click on “Phone Numbers” to see your linked Twilio phone lines. Removing a Twilio Phone Line When you’re in the "Phone Numbers" section, you’ll see a trash icon next to each phone line. This symbol is used to delete Twilio lines from your account. To remove a Twilio line, follow these instructions: Click the three-dot menu beside the number you want to delete. A confirmation box will prompt you to type "delete" to proceed. Once confirmed, another window will appear, asking whether you'd like to release the number. Clarifying the Process of Phone Line Release Releasing a Twilio phone line makes it available for others to purchase and removes it from your account. Keep the following points in mind: After release, the number is moved to the “Released Phone Numbers” area in your Twilio dashboard. If you wish to retrieve the number, you can repurchase it unless someone else has already acquired it. If more than 10 days have passed since the release, you may need to reach out to Twilio support to recover the number. How to Reset a Twilio Phone Line’s Webhook Sometimes, you may only need to reset the phone line’s webhook instead of fully releasing it. This can be helpful for resolving issues or reconfiguring the number. Here’s how you can reset it: When asked to confirm the release, choose “No” to stop the release. Click “Add” again to initiate the reset of the phone line’s webhook. This method is especially handy for sub-accounts with their own Twilio accounts that need a quick reset. Common Issues and Frequently Asked Questions Q: What if I unintentionally release my Twilio phone line? A: If the number is still unclaimed, you can repurchase it from the “Released Phone Numbers” area. If it’s been over 10 days, contact Twilio support for help.

Linking and Verifying a Caller ID Number Before setting up your phone number for Caller ID purposes, you must verify it in your CRM. Follow these steps: Navigating to the Caller ID Verification Section To begin, go to the account settings and select Settings. Under Phone Numbers, click on Manage. You'll see the section for Verified Caller IDs here. Starting the Verification Select Add a new Caller ID. Enter the phone number, ensuring to include the country code, and click Verify Number. Finalizing the Caller ID Verification You will be presented with a six-digit OTP on your screen. You’ll then receive a call on the number you're verifying—enter the OTP when instructed. After successful verification, your number will show up in the Verified Caller ID list. Setting a Verified Phone Number for Outgoing Calls Once the phone number is verified, you can use it as your Caller ID for outgoing calls: Choose the Verified Number Locate the verified number from your list and select the edit option via the 3-dot dropdown menu. Activating Verified Caller ID Under the settings of your chosen phone number, activate the Verified Caller ID option. Choose the verified number that you want to use as your Caller ID. Finalize the Configuration After saving your changes, any outbound call from this phone number will now display the verified Caller ID. ? Important: Verified phone numbers are strictly for outbound calls. Incoming calls will still be routed via your current provider, such as wireless or landline services. Common Issues and FAQs What happens if the verification call doesn’t arrive? Double-check that you've entered the correct phone number and country code. If the issue continues, retry the process or reach out to support. Is it possible to use a verified number across different CRM accounts? Usually, verified numbers are limited to a single CRM account to avoid unauthorized use. What should I do if my Caller ID doesn’t display properly during outgoing calls? Ensure that the Verified Caller ID feature is active for the correct phone number. If the issue remains, the feature may be delayed, or your phone provider may not support it.

When you acquire a new number, you may find that SMS messages to your existing contacts are still being sent from your old number. This is intentional to prevent your leads from receiving messages from unfamiliar numbers, which could appear as spam. Moving forward, new contacts added after your number update will receive messages from the new number, while older contacts will continue receiving them from the previous one. Methods for Changing the Number for Outbound SMS There are multiple ways to update the outbound number for contacts in your CRM system: Re-entering Contacts to Refresh the Number One option is to delete your existing contacts and then re-add them to the CRM. By doing this, they will be treated as new leads and messages will be sent from the newly assigned number. Eliminating the Old Number from the System If your goal is to fully replace your old number, you can remove it from the system. Go to your Settings, navigate to Phone Numbers, locate the old number, and click the trash icon to delete it. Be sure to confirm this action when prompted to release the number. Linking the New Number to Users for Manual Messages If you'd like to retain both numbers but want to send manual SMS from the new number, assign it to a specific team member. Go to the My Staff tab, choose “Edit” next to the user, and expand the “Call and Voicemail Settings” section. You can then assign the new number to this user. For manual SMS or workflow automation, make sure the assigned user with the new number is associated with the contact. Log in as that user when sending SMS to guarantee the messages originate from the correct number. Real-World Scenarios for Outbound Number Updates Marketing Campaigns: To maintain consistency in outreach, ensure that all SMS for a marketing campaign are sent from the new number. Customer Support: Assigning individual phone numbers to each support representative can enhance the personalization of customer interactions. Troubleshooting Common Number Issues SMS Sending from Old Number: Double-check that the new number is properly assigned to the user and that you’re logged in as that user when sending SMS. Unable to Delete Old Number: Ensure there are no active automations or workflows tied to the old number, as these must be disabled or updated before deletion. FAQs About Managing Multiple Numbers Can I assign multiple numbers within the CRM? Yes, you can use several numbers for various functions in your account, but proper configuration is necessary to ensure SMS are delivered from the intended number. Does deleting a contact erase their history? Yes, removing a contact will also erase their history from the CRM, so make sure to back up any important details beforehand.

A seamless call handoff lets you transfer calls to another individual while maintaining communication with the caller until the process is finalized. This method ensures a more fluid transition, offering personalized interaction and improving the caller's overall experience. Preparing Your Phone System for Call Transfers To enable warm call transfers, your phone system must be properly configured in the CRM. Follow these steps to get started: 1. Access CRM Settings: Log in to your CRM account and head to the settings menu. 2. Add Phone System: Find the “Phone Numbers” option and ensure a phone system is set up before making any calls. Steps for Conducting a Warm Call Transfer Once your phone system is correctly set up, follow these instructions to perform a warm call transfer: 1. Start a Call: Select the call icon to bring up the dialer. You can initiate calls to existing leads, new leads, or previous ones. 2. Choose Warm Transfer: In the dialer interface, locate the “Warm Transfer” button and click to initiate the transfer process. 3. Complete the Transfer: You can opt to either end your participation in the call or keep the caller on hold while you connect with the transfer recipient. When they pick up, merge the calls. Enhanced Call Handling Features Your CRM system provides extra features to elevate your calling capabilities: Call Recording: Record ongoing calls for future reference or training purposes. Call Tracking: Stay organized with a system that tracks your call history, helping you manage leads more efficiently. Solutions for Common Issues Should you face any difficulties during the warm transfer process, try these troubleshooting steps: Confirm your phone system is correctly connected and set up in the CRM settings. Check for a stable internet connection to avoid issues with call quality or functionality. If issues continue, consult your CRM’s support documents or contact customer service for help. Common Questions and Answers Q: Is a particular phone system required for warm transfers? A: Yes, your phone system must be integrated with the CRM, so ensure it is compatible. Q: Can I transfer a call to any contact? A: Yes, as long as the contact's details are saved in your CRM, you can transfer calls to them.

Welcome to this guide on obtaining a phone number in regions where address verification and regulatory compliance, such as in Australia, are mandatory. If you've attempted to secure a phone number and received a prompt requiring address verification, this guide will walk you through the process. Instructions for Buying a Phone Number Understanding Address and Bundle Requirements Error Notification: When trying to buy a phone number, an error message might appear, notifying you that an address must be selected. This indicates the need for address verification and specific regulatory bundles. Setting Up Addresses and Regulatory Bundles Navigating to the Right Section: Within your subaccount, go to the "Settings" tab. Click on "Phone Numbers" and then "Regulatory Bundle/Address".  Adding a New Address: Follow the prompts to input the required address details.  Creating Regulatory Bundles: Click on "Create" and choose “Regulatory Bundle”. Select the relevant country (e.g., Australia) and choose a mobile number for both voice and SMS features. Upload the necessary verification documents as instructed.  Common Issues and Troubleshooting Why Aren’t My Bundles or Address Visible? Make sure the regulatory authority has approved the submitted bundles and address. Once verified, they will appear in the dropdown menu. What Documents Are Needed for Verification? Document requirements vary based on whether the number is for personal or business use. Usually, personal ID or business verification documents are required.

Step-by-Step Guide to Allowing Multiple Users to Answer Inbound Calls:  Follow these instructions to ensure your phone system routes incoming calls to several team members efficiently: 1. Modify Phone Number Preferences: Go to the 'Phone Numbers' section, click on the three vertical dots next to the number you want to modify, and select 'Update Preferences.' 2. Turn On the Call Connect Option: Find and activate the ‘Call Connect’ option to make sure calls can be transferred correctly between users. 3. Adjust Call Timeout Settings: Configure the ‘Incoming Call Timeout’ and ‘Outgoing Call Timeout’ based on your team’s availability and operational requirements. 4. Enable Simultaneous Ringing for All Users: Toggle on the option to allow all users to receive calls at the same time by enabling 'Ring All Users.' 5. Assign Team Members to Receive Calls: Add specific team members or groups to the list of users who should be notified of incoming calls, according to your organization's structure. Forwarding Calls to Mobile and Web Applications Improve team responsiveness by forwarding calls to mobile and web apps, allowing users to take calls on the go or when they are not at their desks: Setting Up Forwarding for Mobile Apps: Head to 'Settings' > 'Staff Management', select the team member in question, and enable call forwarding to the mobile app in 'Call and Voicemail Settings.' Enabling Forwarding for Web Applications: Use a similar process to forward calls to web apps. Ensure the settings are configured to route incoming calls to team members via the web interface. Prioritizing Incoming Calls for Specific Agents Once a team member has had previous interactions with a contact, you can route the contact's future incoming calls directly to that agent: 1. Access Advanced Call Settings: Go to 'Phone System' settings and click on 'Advanced Options.' 2. Customize Incoming Call Preferences: In the 'Voice Calls' tab, select the 'Inbound Call Routing' section to update the preferences. 3. Ensure Agent-Specific Call Routing: Check the box that sends calls to the assigned agent for each contact. If this is left unchecked, calls will instead go to the agent associated with the phone number dialed. Troubleshooting and Key Tips for Call Routing Calls Not Reaching All Users: Double-check that all selected team members have the necessary permissions and that their individual settings are properly configured to accept calls. Experiencing Delays in Call Reception: If there are delays, review and adjust the 'Incoming Call Timeout' setting to align with your team’s requirements and reduce the wait time.

Part 1: Phone Configuration for Enhanced Call Tracking To ensure accurate call reporting, it’s important to properly configure your phone number settings before automating the call status process. 1. Access Settings: Open the settings menu within your CRM system. 2. Select Phone Numbers: Navigate to the "Phone Numbers" section to view and manage your existing phone lines.  3. Adjust Call Timeout: Locate the phone number you wish to modify and set the 'Call Timeout' to 20 seconds. This will help prevent calls sent to voicemail from being registered as 'answered.' Tip: Enabling the Call Connect feature can further improve the accuracy of call data. This function requires the recipient to press a key to accept the call, differentiating between live responses and voicemail. If activated, make sure to modify your whisper message to instruct the receiver appropriately.  Part 2: Creating a Workflow to Mark Calls as Completed Once your phone settings are properly configured, you can proceed with creating a workflow to automatically mark calls as completed. 1. Go to Automations: Open the Automations menu in the CRM and select “Workflows.” 2. Start a New Workflow: Click “Create New” and choose a blank workflow.  4. Name Your Workflow: Choose a clear and descriptive title for your workflow, such as "Completed Call Status." 5. Set Up Call Status Trigger: Add a "Call Status" trigger and configure the filter to capture the specific status you wish to track (e.g., answered calls).  6. Apply Tag Action: Implement an "Add Tag" action to tag the contact with the appropriate status, such as "completed."  7. Activate and Save: Once your workflow is fully set up, activate it and save the configuration.  Expert Tip: To manage different call statuses, use the "If/Else" branching function. This will allow you to create multiple paths for different call outcomes and streamline the marking process for all types of call statuses. Common Issues and Solutions What should I do if calls to voicemail are marked as completed? Ensure that the Call Connect feature is enabled and configured correctly in your phone settings. Also, verify the triggers and actions in your workflow. Can I automate other call statuses apart from completed? Absolutely! You can create workflows or branches for different statuses, such as missed or voicemail, by configuring specific triggers and tags for each status.

Establishing a strong first impression during outbound calls has never been more critical for driving leads and engaging customers. One of the biggest hurdles businesses encounter is having their calls flagged as "scam likely," drastically lowering the likelihood of calls being answered. This comprehensive guide walks you through activating the Verified Calling feature in your CRM, a powerful tool to solve this issue. Whether handling outbound calls internally or for clients, this function significantly enhances call response rates, helping grow your customer base and client relationships. What is Verified Calling? Verified Calling is a built-in CRM feature designed to identify your business number as legitimate and credible when making outgoing calls. Rather than showing as "scam likely," your number will display a customized, friendly name, improving the chances of the recipient answering the call. This is particularly advantageous for businesses that depend heavily on phone outreach for acquiring leads and maintaining client communication. How to Activate Verified Calling Step 1: Enter the Settings Menu Begin by accessing your CRM's settings page. Remember, this option must be activated on the sub-account level, not at the agency level. Step 2: Complete Your Business Profile Ensure your business profile is entirely filled out before proceeding. Essential details include your business address, EIN (if applicable), industry type, and authorized representative. The CRM system will help you identify and address any missing fields to make your profile ready for review. Step 3: Submit for Profile Review Once your business profile is complete, submit it for review. This is a vital step in unlocking the Verified Calling feature. Step 4: Activate Verified Calling Upon approval of your profile, go to the "Phone Numbers" section, then find the "Verification Center." Input your business number and choose a friendly name, which will appear on recipients’ caller ID when making calls. Step 5: Complete the Verification Call Once activated, the CRM will make a verification call to the number you provided. Enter the displayed code during the call to finalize the verification. Step 6: Verify Caller ID (Optional) While not required, it’s highly advised to verify your caller ID. To do this, add a new caller ID under the "Phone Numbers" section and select it as the verified number. This additional step strengthens your caller legitimacy. Common Issues and FAQs Why Was My Business Profile Not Approved? Double-check that all fields are complete and accurate before resubmitting for review. Ensure your business data is free of errors or omissions. How Long is the Review Process? Reviews usually take a few days. If you haven’t received a response within a week, reach out to CRM support. Is Verified Calling Available for Multiple Numbers? Yes, Verified Calling can be set up for multiple numbers, each with a distinct friendly name.

The Call Transcriptions feature offers a convenient way to keep accurate records of phone conversations, which is particularly useful for documentation and ensuring compliance. Once this feature is enabled, transcriptions will be automatically generated for every recorded inbound and outbound call, reducing the need for manual logging. The transcriptions are readily available on the conversation page, making it easier to review call details. Advantages of Using Call Transcriptions Streamlined Record-Keeping: Automatically generated transcriptions provide an effortless way to maintain detailed logs of all phone interactions, improving both record-keeping and compliance. Quick and Easy Access: Instead of replaying entire recordings, transcriptions allow for rapid content review, making call details more accessible and saving time. Steps to Activate Call Transcriptions Here are the steps to turn on the call transcription feature: Open Settings and select the Phone Numbers option. Go to Advanced Settings and choose the Voice Calls tab. Toggle on the Call Transcription setting. How to View Transcriptions After enabling the transcription feature, you can retrieve transcripts for both inbound and outbound calls by accessing the contact's record via the Conversations or Contacts tab. ? Please note: Transcriptions are only available for phone numbers that have call recording activated and are not compatible with IVR-recorded calls. Frequently Asked Questions Q: What are call transcriptions, and how are they generated? A: Call transcriptions are text versions of recorded calls, automatically produced for every inbound and outbound call that is recorded. They simplify the process of documenting and reviewing conversations. Q: How do I turn on call transcriptions? A: To activate call transcriptions, navigate to Settings, go to Phone Numbers, select Advanced Settings, and enable the Call Transcription option under Voice Calls. Q: Where can I view my call transcriptions? A: Once enabled, transcriptions will be added directly to the conversation page, making it easy to review call details at any time. Q: How do transcriptions benefit my business? A: Using transcriptions helps ensure accurate documentation, improves compliance, and allows for faster call reviews without needing to listen to entire recordings. Troubleshooting Guide Problem: Transcriptions are missing from the conversation page. Solution: Verify that the call transcription feature is activated under the Voice Calls section in Advanced Settings. Problem: The transcriptions are inaccurate or incomplete. Solution: Review the quality of the call recordings. Background disturbances or low audio quality can impact the transcription accuracy.

Introduction: Call monitoring and data analytics are crucial for businesses that depend on phone interactions for sales, customer support, or general inquiries. These functionalities allow you to capture call conversations and evaluate key metrics, offering deep insights into customer relations and team performance. How It Works: Call Recording: Record all inbound and outbound calls, providing an opportunity to review customer interactions, assess service quality, and use recordings for team training and improvement. Call Analytics: Capture and evaluate call data like the number of calls, length of calls, and caller details, which can help measure team productivity and highlight common customer concerns or requests. Real-World Applications: Sales teams can analyze call recordings to identify successful tactics for closing deals. Customer support can use recordings to ensure adherence to service standards. Marketing teams can assess call origin data to evaluate which campaigns drive the most inquiries. Establishing Call Monitoring and Analytics in Your CRM Introduction: Implementing call recording and call data tracking within your CRM is simple. Below are step-by-step instructions to help you begin. Step-by-Step Setup Process: Access Account Settings: Head to the "Settings" tab, located in the lower-left corner of your dashboard. Click on it to start. Go to Phone Numbers Section: In the settings menu, find the "Phone Numbers" section. This is where you can control all phone number settings for your account. Add or Update Phone Numbers: Follow the prompts to add a new phone number or select an existing one for editing. Modify Call Settings: Click the three-dot menu beside the phone number you wish to configure. Choose the "Edit Configuration" option. Activate Call Recording: Scroll down to find the “Call Recording” option. Check the box to enable call recording for that specific number. Set Up Call Analytics: Create a pool of phone numbers to begin tracking metrics like call length, caller identification, and the source of the call. These insights are essential for evaluating performance. Problem-Solving Guide: Verify that you have the appropriate permissions to manage phone numbers. If call recordings aren’t working, confirm the setting is enabled for the phone number and that your account’s storage capacity isn’t exceeded. Common Questions: Q: Is it lawful to record calls? A: This depends on your location. Most places require you to inform the person on the other end that the call is being recorded. Always seek legal advice to ensure compliance with local regulations. Q: Are recorded calls available for future access? A: Yes, all recorded calls are saved within the CRM and can be played back, downloaded, or reviewed anytime.

Configuring Your Call System To enable call monitoring, it's necessary to have a functioning phone system. Here are the steps to set up or link your system: Go to Settings: In your subaccount, navigate to the 'Settings' tab. Find Phone Numbers: Scroll down to the 'Phone Numbers' option and click it. Phone System Configuration: If your system isn’t set up yet, contact the support team for assistance. Establishing a Number Group By setting up a number group, you can monitor visitor interactions using different tracking numbers. Here’s the process: Create Number Group: Click 'Create Number Group,' followed by 'Track Visitor Behavior.' Choose Visitor Type: Opt for 'All Visitors' to track everyone or customize tracking based on your business needs. Group Creation: After clicking 'Next,' select 'Create Group.' Name the group, direct calls to a designated number, and add new numbers according to your group size. Pick Phone Numbers: Select either local or toll-free numbers and opt to include whisper messages or record calls if necessary. Enable Number: After setup, hit 'Activate Number.' Embedding a Call Tracking Code on Your Site For calls to be accurately tracked on your site, you must add a tracking code: Copy Code: After configuring the number group, click the info icon to get the tracking code. Copy it. Insert Code in Funnels/Sites: Go to 'Funnels' or 'Sites' in your subaccount. Edit the relevant page or settings and paste the code into the 'Body Tracking Code' area. Don’t forget to save! Fixing Common Call Tracking Issues Verify Phone Setup: If tracking fails, check your phone system configuration to make sure it's set up properly. Check Code Placement: Ensure the tracking code is inserted in the right part of your site or funnel for correct monitoring. Common Queries Is it possible to monitor calls from specific campaigns? Absolutely. Create distinct number groups for each marketing campaign to track those calls separately. How can I track international calls? Choose relevant international numbers when setting up your number group.

Begin by setting up your Business Profile within the Trust Hub to verify your business identity. This process is necessary only if you possess an EIN and will be done once. Under General Details: Provide your official business name. Under Company Address: Enter your business location and relevant metadata. Under Business Overview: Define your company's identity, including the business type, identification number, industry sector, website URL, and regional data. Under Representative Information: Supply the contact details of your business’s authorized representative. Approval may take up to 72 hours. Be sure to carefully check your business profile information before submission. Any missing required fields will trigger an error message. Modify Your Business Profile Select "Modify Your Business Profile" to navigate to the profile page and input any missing information. Send for Review After completing all required fields, go to the Trust Hub and click "Send for Review" to process and submit your registration data. The status will change to "Under Review," and you will receive a confirmation message stating, "Your profile has been successfully submitted."

Application-to-Person (A2P) refers to a system where U.S. mobile carriers collaborate to create a central platform. Businesses must register here to send SMS to customers, ensuring regulatory compliance and reducing spam. A2P 10DLC (10-Digit Long Code) helps block unsolicited and irrelevant messages from reaching recipients. Application-to-Person (A2P) messaging describes the method where applications deliver text messages directly to customers, establishing a direct communication line. The 10DLC (Ten-Digit Long Code) is the typical 10-digit number used by U.S. businesses for customer communication via phone lines. Ensuring Caller Identity with SHAKEN/STIR SHAKEN/STIR is a protocol that verifies the identity of a caller when making a call. This authentication uses a digital certificate that’s logged in an online system, ensuring that the call comes from a credible source, thus providing transparency to the receiver. The SHAKEN/STIR system uses digital certificates to confirm the legitimacy of the caller’s identity, helping prevent fraudulent activity. Consequences of Failing to Transition to A2P Without adopting A2P, businesses may encounter delivery failures, blocked messages, and lower overall deliverability. Benefits of Adopting A2P 10DLC for Communication Implementing A2P 10DLC helps businesses: Prevent messages from being flagged as spam. Maintain the effectiveness of SMS marketing. Build reliable and trustworthy communication channels with customers. Comply with industry regulations. Consumer Rights and Consent in Messaging Customers must provide explicit consent before receiving texts or calls. The Terms and Conditions (T&C) section lets businesses gather this consent from users. The Terms and Conditions field is embedded within the form builder, making it easy to collect customer consent for phone data usage. Whenever the phone field is rearranged in a form, the T&C section is automatically added, but users can still include it manually if necessary. Incorporating the Terms and Conditions section into forms helps businesses stay compliant with A2P regulations. Users can freely add, edit, or remove the T&C field, customizing it to meet their specific requirements. This Terms and Conditions element is a feature available solely in the latest Form Builder tool. Soon, hyperlinks will be supported within the T&C element, allowing businesses to include clickable links for additional references or relevant content, enhancing its functionality. Ensuring SMS Compliance By activating the “Make SMS Compliant” feature in the General settings under Business Profile, you can easily add an opt-out feature to your messaging system, ensuring compliance.

Start the registration process for A2P 10DLC services by creating a US A2P brand under your newly established Business Profile. This step is essential for activating A2P 10DLC services, required for both Sole Proprietors and EIN holders. To initiate registration, go to the Phone Number section in Settings and select "Start Registration" from the Trust Center. Evaluating A2P Brand Registration Requirements: For businesses with a Tax ID (EIN for US, CCN for Canada, etc.): Select "Yes, this business has a US EIN" for Standard Low Volume Brand Registration. For businesses without a Tax ID but operating in the US/Canada: Choose "No, this business does not have a US EIN" for Sole Proprietor Brand Registration. For businesses without a Tax ID and outside US/Canada: The business cannot proceed with A2P registration. Consider using Toll-Free numbers for communication after completing the registration process. After making the appropriate selection, click Next. ? Important Reminder: Minimize carrier filtering by registering your business profile for SMS/MMS transmissions to the US using 10-digit long code numbers. Input Campaign Information for A2P: Select a Campaign Use Case: Choose the appropriate Campaign Use Case and provide a brief description. Select the Campaign Category: Opt for "Low Volume Mixed" as it is the recommended category. Write a Campaign Description: Enter a 2-3 sentence description explaining the campaign’s purpose. Ensure the text is between 40 and 4096 characters. Click Next to continue. Submit Sample Messages for A2P Verification: Providing accurate sample messages is crucial for A2P registration. Follow these guidelines for successful verification: Ensure consistency between your brand, website, and sample messages. Use cases should align with the "Mixed" category you selected. Match your email domain and company name across all communication and brand profiles. Ensure your website is functional if it’s included in any message. Only submit messages for the brand you're registering. Avoid registering more than one business across Twilio; use different business information in multiple sub-accounts. If your messages include merge tags, use [brackets] to enclose them, e.g., [Customer]. Once done, click Next. Detailing User Consents and Opt-ins for Campaigns: In the next step, provide details about how you collect user consents and opt-ins. Properly completing this section is crucial for approval. Follow these tips: Ensure consumer opt-ins are collected appropriately. If you specified that the opt-in occurs on your website, make sure the opt-in language is visible on your website. Include opt-out language in at least one of your sample messages for best practice. Finally, click Submit to complete the registration process.

Getting Started with Business Profile Creation To begin, you’ll need to fill out both the Business Profile and Authorized Representative details. Navigate to Sub-Account > Settings > Business Profile to access these sections. Complete the required general business details. Provide the physical address and additional business-related information. If you operate in the US or internationally, use your EIN to register your business and prevent registration issues. Don’t forget to click "Update Information" to save your details! ? Important Information for Filling Out Your Profile: Use your mobile number as the business phone so that they can verify your details after registration. Ensure that the Legal Business Name and street address match the CP575 form you received from the IRS. Company Details The following fields need to be completed: Legal Name of the Business Physical Address (Street, City, State/Province, Postal Code, Country) Type of Business (Sole Proprietorship, Corporation, LLC, Non-Profit, etc.) Registration Number/Tax EIN and the applicable registration type (DUNS, Business License, etc.) Industry Type Company Website Areas of Business Operation Hit the "Update Information" button to store your data! Authorized Contact Person Full Name Email Address Job Title Contact Number Position (CEO, CFO, VP, Director, General Counsel, etc.) Make sure to click “Update Information” to finalize the profile!