Phone calls on the record

Calls from RingCentral or Twilio are logged on the client's record, with recordings if you keep them; log any other call by hand.

WhereOpen a contact or lead›Timeline; a quote or order›the Communications box

When your phone system is connected, every call in and out is filed on the contact, lead, quote or order its number belongs to: who called, how long, and how it went (answered, missed, voicemail). You can also log a call yourself.

Steps

  1. Open the record. On a contact or a lead, look at its Timeline and press the Call chip to see only calls. On a quote or an order, calls are in the Communications box at the foot of the first tab, under Messages, with those on the order's stops marked with the stop.
  2. Open a call to read its details. If recordings are linked, press Recording to play it.
  3. To call a client with RingCentral, press Call with their number. Your own phone rings first, then the client, showing your company number.
  4. To log a call that came from somewhere else, press Log. In Log a conversation, pick the Channel, Which way, When, How the call went, and type What was said. Press Save.
  5. For calls from numbers nobody knows, open Settings, System, Connections, Phone and look under Unfiled calls and texts. File one on a contact and every other call and text from that number goes with it.

Good to know

  • Calls are logged only once an admin switches on Log calls on the RingCentral or Twilio card (Set up texting). Recordings show only if your phone system already records and Recordings is switched on.
  • Recordings stay with your phone provider. Only people who can see the call can play it.
  • A missed call or a voicemail from a client puts a notification in the bell of the record's people.
  • With RingCentral, an admin's sign-in logs the whole account's calls; anyone else's logs their own extension.
  • Another phone system (Dialpad, Grasshopper, Quo, Aircall and others) can log its calls here through Zapier or the API: see Connect Zapier.
  • The report source Calls and texts counts calls, missed calls, time on the phone and texts. See Reports.

If something goes wrong

  • A call is missing. Calls are read as they happen and again every five minutes. Check Log calls is on for that number on Settings, System, Connections, Phone.
  • The Call button is not there. Click to call needs RingCentral and a number on the contact.
  • Before recording calls, check the law where you work: some states need everyone on the call to agree.
Still stuck? Tell us what you pressed and what you saw. A person reads every message.
Contact support