Phone menus
A number's Where calls go screen can start with a menu: "Thanks for calling — press 1 for sales, 2 for service."
- What callers hear: type it (it's read out) or upload a recording (MP3 or WAV).
- Keys 1–9, 0 and *, each doing one thing:
- Ring people (everyone at once or in turn, as the ring list);
- Ring one team member (in the app, on their phone, or both);
- Ring another number (another office, an answering service);
- Voicemail;
- Hear the menu again;
- Another menu (one more level, e.g. "Service: press 1 for repairs, 2 for installs").
- No key, or a wrong key: we say "Sorry, we didn't get that" and ask again — up to the number of tries you set (0–3, default 2) — then the fallback: ring the main ring list (default), go to voicemail, or say goodbye and hang up.
- Two options can't use the same key. The screen won't save it and says which key is used twice. An option that rings nobody is flagged too.
- A number assigned to one person has no menu: it rings only them.
Holiday hours
Settings → Phone & texting → Holidays:
- Add a day or a range (e.g. 24–26 Dec), once or every year (a range can cross New Year). Add US holidays pre-fills the federal holidays; pick the ones you close for.
- For each, what calls do that day: voicemail (default), ring different people (a skeleton crew), or say a message and hang up ("We're closed for the holiday and back on Monday").
- Holidays come before business hours: on a holiday the normal hours don't apply.
- A number can ignore holidays (e.g. an emergency line): open the number → Holidays → Ignore the business's holidays.
Voicemail drops
Recorded messages you leave on someone's voicemail with one click, instead of saying the same thing every time.
- Your messages and the business's: Settings → Phone & texting → Voicemail messages. Type one (it's read out) or upload a recording. Managers make messages for everyone; each person can make their own.
- During a call: when you hear their voicemail greeting finish (after the beep), press Leave a message and pick one. With Call me first you're hung up straight away and can take your next call while the message plays; from the browser, the call ends by itself when the message finishes. The call is marked "Left a message".
- In an automation: the step Drop a voicemail calls the contact and leaves the message after their voicemail's beep. If a person answers instead, it hangs up (default) or rings the team, as you choose.
- It's off until a manager switches it on (Voicemail messages → Let automations leave voicemail messages).
- It only calls people with recorded consent to automated calls. US law needs a person's prior written agreement before a recorded message is left on their mobile, so the step skips everyone else and the run history says: No recorded consent to automated calls — collect it with a form checkbox or an import. There are two ways to collect it:
- A website form: add an Opt-in field and set Agrees to → Phone calls (automated and recorded messages), then press Use this wording. Leave it unticked and not required. When someone ticks it we keep the wording, the page, the time and their IP as proof.
- A CSV import: tick These contacts agreed to automated calls from you on the import's last step — only if they really gave that agreement. Contacts without a phone number aren't marked.
- Agreeing to texts doesn't count as agreeing to automated calls (they're kept separately), and the other way round.
- It never calls people set to do not call, only calls 9 am–8 pm in their time zone (it waits until then), and counts towards the monthly calling limit. It's billed as call minutes.
- We never leave "ringless" voicemails (putting a message in a voicemail box without the phone ringing): every drop is a real call.