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 in action
Using the popover you can:
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.
Adjusting Your Phone Settings
To call a lead, simply find the Lead and 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 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.
Calling a Lead
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.
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.
Editing a Call Note
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.
Muting Your Microphone and Using the Dialpad
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.
Transferring a Call
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.”
Dropping a Voicemail
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. By default +1 is automatically assumed.
Calling an External Number
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.
Changing Your Caller ID
At this time Close does not support CNAM (Caller-ID Name) customization. While the digits can be customized, we cannot add your Business Name as a Caller-ID, but we hope to do so one day!
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 reach out to [email protected] to buy you a new number.
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 US number. You need to manually switch the caller ID as shown above.
If you’re on our Business plan, you can take advantage of Call Recordings. Either for training or review, Call Recordings are a helpful way to make sure you’re not missing context during calls.
To initiate 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.
Enabling Call Recordings
To listen to a Call Recording, simply locate the call record and hover over it. If the call was recorded, you’ll see a play icon. Click the play icon to listen to the recording.
Listening to a Call Recording
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 next to the call icon and Log a Call.
Manually Logging a Call
You’ll be able to take Notes, assign a Contact, and log the duration of the 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.
Receiving a 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.
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.
Inbound Call from Unknown Number
If you miss the call entirely, it will show up in your Inbox.
If there’s a voicemail left for you, you’ll be able to listen to it here.
Listening to a Voicemail
If the number is not known, you’ll be able to create a new Lead or assign it here as well.
Call from an Unknown Number
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
Answereddisposition instead for outbound calls, or a callee will leave you a voicemail so you'll get
Directed to voicemailor
Left a voicemaildispositions 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, or they rejected your 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
Although they are not directly shown within a call activity, some dispositions are marked with red/green icons for easier differentiation:
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:
Filtering by Disposition
To learn more about our search take a look at Search and Smart Views.
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.
Multiple issues notifications
Seeing Call Quality Indicators Often?
Check out this resource for more information and troubleshooting tips.
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.
Rating call quality as good
Updated 2 months ago