Introduction to Communications

Communications lets your team text and call customers from one business number.

It sits in the sidebar as Communications. Its Messages and Calls are tabs on the same page.

Open Messages and Calls

Open Communications in the sidebar.
- If you do not see Communications, your role has no access to SMS / Phone, or Communications is not turned on for your organization.
- If Communications is locked, your organization does not have the Communications feature.
On a phone, tap Messages or Calls in the tab bar at the bottom of the screen.
- On a computer, switch between Messages and Calls with the control at the top of the list column.

Communications opens on Messages.

The Messages and Calls lists refresh every 20 seconds while the browser tab is visible, and only when the business number is active.

Until the business number is active, the page shows number setup instead of the Messages and Calls tabs.

The business number can be in one of three states: being set up, active, or failed.

Searching for numbers needs Full access to SMS / Phone.

Setting up the number is covered in get a business number.

Texting unlocks once registration is approved.

Registration needs an active business number.

Opening Communications sends you straight to the registration form when all three of these are true.

Once the business number is active, registration status stays at the top of the page until registration is approved.

While registration is pending, the page checks its status every 20 seconds.

Only users with Full access to SMS / Phone get the action button in that banner.

Text conversations are listed on the Messages tab.

Sending a text is covered in text customers.

On a phone, an open text conversation hides the bottom tabs.

Calls are listed on the Calls tab. A call you place or answer opens in a panel at the bottom right of the screen.

Making and receiving calls is covered in make and take calls.

The panel shows the call's status while it rings, then a running timer once the call connects.
A recorded call shows a recording indicator in the panel.
The microphone button mutes and unmutes the call.
The keypad button opens a keypad of 0 through 9, *, and #. Each key sends its digit during the call.
The chevron button in the panel header minimizes the panel.
Hang up ends the call.
After the call ends, Close dismisses the panel.
Incoming calls do not open this panel. They appear in a dialog instead.

Phone & Texting covers the business number, texting, and call forwarding.

Open Communications in the sidebar.
Open Settings under Communications.
- If Settings is not listed under Communications, your role does not have Full access to Settings.

The Phone & Texting page opens. Until the business number is active, it asks you to set up a number first.

You need Edit access to SMS / Phone to change these settings. Recording needs Full access.

Enable texting turns texting on or off for your business number.
Text message notifications appears while Enable texting is on. Once you turn it on, quotes, invoices, and receipts also go out by text, as well as by email. The setting is off by default. A text also needs an active business number and an approved texting registration. Review requests are not affected, because they use their own text setting.
In the Ring my phone card, Also ring my cell rings your mobile at the same time as the app. Whichever you answer first connects. The server turns the setting off when no mobile number is saved, so enter one in the same card.
In the Voice calling card, When someone calls sets who answers: everyone on the team, a specific team member, an outside number, or straight to voicemail. Ring for (seconds) sets how long each call rings, from 5 to 60 seconds.
Record calls records answered inbound and outbound calls. Callers hear a spoken announcement before the call connects. It always plays while recording is on and cannot be turned off.

Each option is explained in phone and texting settings.