Calling

Close's built-in calling can help your team simplify outreach and increase reach rates.

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Calling is available on all Plans, but usage is charged separately.

Usage is charged on a per-minute basis according to Twilio's Voice pricing. Learn more about how calls are calculated and charged in Close.

The Phone Popover

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The phone popover in action

Using the popover you can:

Adjusting your audio settings

Before you make any calls out of Close, you’ll want to make sure to configure your audio settings. Click the phone icon next to your name to check the options.

Here you can define your Sound Output, Ringing, and Microphone settings and test. Each setting is separate, so you can adjust as desired. For example, you might want to have your computer speakers output your inbound ringing sound in case you don’t have your headset on.

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Adjusting Your Phone Settings

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Audio in System Default

It is best to, when possible, leave your audio settings set to System Default. This will ensure greater reliability on your calling.

Calling a Lead

To call a lead, simply find the Lead in Close, and look for your calling icon. Click the calling icon on the lead or individual contact to initiate a call. You’ll see a call bar pop-up on the screen.

If your Lead picks up, you’ll see a call bar with the ability to mute your microphone, transfer the call, show a dial pad, drop a voicemail, as well as the current call duration and a button to hang up. Also, a Call Note is automatically created and you can begin typing as needed.

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Calling a Lead

Call Notes

Any time you’re on an active call, a Call Note will automatically open up and allow you to type. Once the call is completed and you’ve finished recording your notes, simply click Done on the Call Note.

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Writing a Call Note

If you need to go back and edit the notes of a call once it is complete, simply hover over the Call Note and click Edit.

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Editing a Call Note

Muting Your Microphone / Dialpad

While on a call, you’ll have the ability to mute your microphone by simply clicking the mute icon. You’ll also have a Dialpad option in case your call goes to a routing system.

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Muting Your Microphone and Using the Dialpad

Transferring a Call

If you’re on our Business plan, you’ll see the option to transfer the call. You can transfer to any User or Group Number within Close, or to any external number as needed.

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Transferring a Call

Dropping a Voicemail

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Voicemail Drop is a feature available only on our Business plan.

You can update your plan by heading to Settings > Plan.

If you set up your pre-recorded Voicemail Drop while reading this guide, you can drop your VM easily with the drop voicemail button. As soon as you hear the tone to leave your message, simply click the button. Your voicemail will be sent and your call note will automatically indicate “Left VM.”

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Dropping a Voicemail

Calling a Number not in Close

If for any reason you need to call a number that is not currently a lead in Close, you can simply open up your phone settings and type your number in. If you’re calling internationally, you’ll want to include the country code.

If not specified, Close will fallback to the automatically-detected country code for your Close account that is usually US +1, but can be changed to any other country by emailing [email protected]

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Calling an External Number

Changing Your Caller ID

If you’ve verified an external number, or your team has Group Numbers, you can choose to change your Caller ID so the call appears to come from that number. To do this, simply go into your Phone Settings and click your phone number. You’ll be able to select any additional numbers you have access to.

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Changing Your Caller ID

Close can support adding your business name as your Caller ID (CNAM) in certain instances. We would be required to gather your business information to submit to our carrier for approval. If you are interested in this, please reach out to [email protected] to learn more.

If your number is showing up as 'Unknown' or anything else, our Support team can open up a ticket to investigate -- that said, these settings are notoriously difficult to debug as they also depend on the settings of the end carrier. In these cases, feel free to contact [email protected] for help or get a new number under Settings > Phone & Voicemail.

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Automatically changing your Caller ID

At this time Close will not automatically change the Caller ID based on the lead you're trying to reach -- for example, calling UK leads with a UK number and calling US leads with a US number. You need to manually switch the Caller ID as shown above.

Call Recordings

If you’re on our Business or Professional plan, you can take advantage of Call Recordings. Call Recordings are stored for 7 days on the Professional plan and stored indefinitely on the Business plan. Either for training or review, Call Recordings are a helpful way to make sure you’re not missing context during calls.

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Upgrading from the Business Plan to the Professional Plan.

If a recording is not expired at the time of the upgrade, the recording should be kept indefinitely in our system. Only already expired recordings can't be retrieved. The "will expire in..." notice in the Call Recording will be removed up until 24 hours of the upgrade.

To initiate a Call Recording, open your Phone Settings and toggle on the Call Recording option. The first time you do this, you’ll have to agree to some terms and conditions. Once you’ve enabled the option, any call you make will be recorded.

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Enabling Call Recordings

To listen to a Call Recording, simply locate the call record. If the call was recorded, you’ll see a Play Recording icon, click to expand it and you can then listen to the recording.

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Listen to a Recording

To download a Call Recording, simply locate the call record. If the call was recorded, click the Play Recording button, hover over the Pause button and you’ll see a download icon pop up. Click download and the recording will be downloaded to your computer.

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Download a Recording

Logging a Call Manually

Sometimes the call you’re logging may have taken place outside of Close (web meetings, cell phone conversations, etc.) or you may not have Calling built-in. In these cases, you’re still able to manually log a call. Just click the drop-down arrow next to the call icon and click Log a Call.

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Manually Logging a Call

You’ll be able to take Notes, assign a Contact, and log the duration of the call.

Receiving a Call

When someone calls you in Close, you’ll hear a gentle ringing tone and see the call bar. If the number is known, you’ll see the corresponding lead information.

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Receiving a Call

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Ringing while on another call

If you're already on a call we will play a different ringing tone, but it's not possible to automatically mute it unless you press X on your keyboard or press x within the top-right to ignore the call.

If you’re the member of a Group Number, you’ll see the name of the group listed on the inbound call. If you or someone on your team answers the call, it will stop ringing for other members of the group. If you hang up on the call, it will continue to ring for other members.

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Incoming Call to a Group Number

If the number is not known, you’ll see that indication as well. Once you answer the call, you’ll be able to create a new lead.

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Inbound Call from Unknown Number

Missed Calls + Voicemails

If you miss the call entirely, it will show up in your Inbox.

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Missed Call

If there’s a voicemail left for you, you’ll be able to listen to it here.

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Listening to a Voicemail

If the number is unknown, you’ll be able to create a new Lead or assign it here as well.

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Call from an Unknown Number

Call Dispositions

When completed, each call has a disposition that describes the outcome of the call. Here is the list of all possible dispositions:

  • Abandoned - only applicable to Predictive Dialer calls (when a call is answered by a lead but there are no users available)
  • Answered - the call has been answered by the callee (note: this also applies if you reach callee's voicemail as we are unable currently detect that a voicemail answered a call)
  • Blocked - your call has been blocked due to various reasons such as not having enough funds in your Close account, your number is on our provider's denylist, etc. If you encounter a "Calling this number is prohibited" message please flag the call and we'll investigate further.
  • Busy - the callee was busy/the line was occupied - it's not a common disposition as usually you'll reach a voicemail and get an Answered disposition instead for outbound calls, or a callee will leave you a voicemail so you'll get Directed to voicemail or Left a voicemail dispositions for inbound calls
  • Error - there was an internal error when handling the call (ping [email protected] if this happens)
  • No answer - the call was not answered by the callee (this includes inbound missed calls), or they rejected your outbound call
  • Directed to voicemail - only applicable to inbound calls when a caller reaches your voicemail but does not leave a message
  • Left a voicemail - the inbound call was directed to your voicemail and a message was left; this also includes the case when you drop a voicemail on an outbound call using our Dropping a voicemail feature (if you leave a manual VM it will count as Answered)

Although they are not directly shown within a call activity, some dispositions are marked with red/green icons for easier differentiation:

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Different call dispositions within a Lead page

Dispositions are usually used within search as a way to filter only leads that have at least one call with a specific disposition:

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Filtering by Disposition

To learn more about our search take a look at Search and Smart Views.

Call Quality Indicators - CQI

While you're calling out of Close, we'll be continuously checking your computer hardware, network connection, and internet performance to make sure you're getting the best call quality possible.

If we notice any signs that you might be experiencing issues while calling, you'll see an alert similar to the one below that shows problems with the headset and the internet connection. If you're seeing this message, please do read our detailed article here.

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Call Quality Indicators - CQI

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Seeing Call Quality Indicators often?

Check out this resource for more information and troubleshooting tips.

Call Quality Indicators

Providing Call Feedback

After each call, we'll ask you to rate the call audio quality as good or bad. This is completely optional but it gives our team extra insight on any positive or negative factors you might be experiencing at that specific time.

To rate a call, simply select "Good" or "Bad" icons after each call - or click the small flag icon to rate the call any time thereafter. Check out the examples here.

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Rating call quality as good

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Close Pro Tip: Developing a sales call script

The Close Blog gives some great advice for developing a sales call script. Check out these articles:
* Should you use a sales call script?
* How to create a sales call script
* The successful sales call blueprint


Related Articles

Now that you have the basics of calling covered, let's turn it up a notch. Take a look at the following links to help create a calling list and use the power dialer!

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