Configure Call Forwarding, Voicemail, and Recording

Phone & Texting decides how calls and texts reach your team, what callers hear, and which automatic texts go out. Some controls are hidden or locked unless your role has access to SMS / Phone.

Turn texting and text notifications on or off

Texting has a main switch, and a second switch appears only while the first is on.

1. Find the Text messaging card.
2. Switch Enable texting on or off. Turning it off stops automatic texts, including review requests. Each switch saves as soon as you change it.
3. Switch Text message notifications on to send quotes and invoices by text too. Email still goes out when the client has an address, and a failed text never stops the email.

Ring your mobile when calls come in

The Ring my phone card appears only to members with Edit access to SMS / Phone.

1. Switch Also ring my cell on.
2. Type your number under Your mobile number.
3. Select Save ring settings. The switch does not save on its own.

Set where inbound calls ring

The Inbound routing box offers four options, and two of them show an extra field.

1. Under When someone calls, choose Ring everyone on the team, Ring a specific team member, Forward to an outside number, or Send straight to voicemail.
2. For a specific member, pick the person from the list. For an outside number, type it with a plus sign and country code.
3. Set Ring for (seconds) from 5 to 60.
4. Select Save voice settings.

Set business hours and after-hours voicemail

Business hours sets your open hours, and one checkbox decides what happens after hours.

1. Type your opening time in Start and your closing time in End.
2. Type your time zone in Timezone. A blank field uses UTC.
3. Leave Send to voicemail outside business hours checked to send after-hours calls to voicemail, or uncheck it to route them as usual.
4. Select Save voice settings.

Set up voicemail and the greeting

The Voicemail switch saves on its own, and the greeting controls appear only while it is on.

1. Switch Voicemail on. With it off, a call hangs up with no greeting.
2. Under Default greeting, select Record or Upload.
3. Once you have a custom greeting, select Replace, then Record new or Upload file.
4. Greetings save as soon as you record or upload them.

Record calls and transcribe them

Only members with full access to SMS / Phone can change these settings, and both switches start off.

1. Switch Record calls on.
2. Switch Transcribe recordings on. It stays unavailable while transcription isn't available.
3. With Record calls on, type an announcement under Announcement callers hear, or leave it blank for the default. The limit is 300 characters.
4. Select Save voice settings to save the announcement.

Record calls covers answered inbound calls and outbound calls. Voicemails are always recorded, whether Record calls is on or off.

Choose how long recordings are kept

Keep recordings and voicemails sets how long call audio is stored. It starts at Forever, and only members with full access to SMS / Phone can change it.

1. Under Recording and transcripts, open Keep recordings and voicemails.
2. Choose 30 days, 90 days, 180 days, 1 year, or Forever. The choice saves at once.
   • Choosing a shorter time asks you to confirm first.

A daily cleanup deletes recordings and voicemails older than the chosen time for good. The call history, notes, transcripts, and summaries stay.

Send automatic texts after a missed call

Both automatic texts need Enable texting on, and both start off.

1. Under "We missed you" auto-text, check Send a text to a known contact after a missed call, then write the text under Message.
2. Under New-caller auto-reply, check Text unknown callers after a missed call to show the rest of the box.
3. Pick a Booking page link from your active booking pages, or keep Don't include.
4. Check Include your instant-quote tool link to add that link as well.
5. Under Extra links, select Add link and fill in a label and address. Rows missing either are dropped on save.
6. Select Save voice settings.