Before you begin
- Admin connects tenant Phone & SMS under Integrations
- Reps need an assigned line for outbound SMS and dialer
- Power dialer requires Pro plan
Connect Phone & SMS
- Integrations → Phone & SMS (/dashboard/integrations/phonesms)
- Complete voice connection; use reconnect after infrastructure updates
- Add numbers — local voice and SMS lines
- Assign numbers to reps from the integration detail
Caller ID and CNAM
- Reps verify personal lines under My verified caller IDs
- Admins manage team verified caller IDs
- Set CNAM (outbound caller ID name) when requesting new numbers
Inbound and notifications
- Mark availability to receive inbound in the softphone
- Enable missed-call and voicemail email in notification preferences
- Calls and SMS log to the lead timeline automatically
Common issues
- Dialer unavailable — confirm Phone & SMS connected and line assigned
- SMS not sending — verify mobile on lead and opt-out status