Calling Setup

      Calling Setup

        Article summary

        Calling Setup in Close

        To make calls, you can download our Mac/Windows application, use our mobile app, or make calls straight from your browser.

        Mac/Windows Desktop app

        Download Close Desktop app here

        Once you’ve installed the desktop application, simply log in with your Close account you've set up earlier.

        Calling from Web Browser

        We support the two latest versions of Safari, Chrome, Opera, Firefox, Brave, and Edge. Make sure your browser is updated to the newest version for best functionality.

        To set up browser calling, head over to the phone icon in the upper-right and make sure your browser has access to your microphone.

        CleanShot 2024-06-11 at 13.19.30@2x.png

        Close can also display browser notifications for incoming calls, in case you're not currently looking at Close in the browser when you receive a call.

        To enable browser notifications, open the phone icon if it's not already opened from the previous step.

        CleanShot 2024-06-11 at 13.38.19@2x.png

        Under Notifications Settings, click Grant Permission and follow the steps as shown in your browser.

        Having trouble with notifications?

        Check out our guide on troubleshooting browser notifications within Close.

        Once you've provided microphone and notification permissions, you're all set to make and receive calls!

        Mobile app

        Stay in contact with your leads anywhere you go with the Close mobile app.

        Download the Close iOS app here.

        Download the Close app on your Android here.

        Regardless of your mobile device, you can head to the App Store or Google Play and search for Close CRM

        Once you've installed the mobile application, log in with your Close account you've set up earlier and, optionally, enable the Receive Calls on this Device option within the phone popover if you want to receive incoming calls on your mobile phone:


        Adding a Phone Number

        To add a phone number in your desired country/area code, go into Settings > Communication > Phone & Voicemail > + Add > New Number. Enter your desired country/area code and we’ll fetch a new number for you.

        CleanShot 2023-03-08 at 08.46.35.gif

        Area code selection

        If you don't search for an area code, we'll pick one for you at random.

        Some area codes associated with large metropolitan areas may be considered exhausted by our carrier (such as 212 for New York City), and none will be available. Search for an overlaying area code instead (such as 929 for New York City).

        Phone number regulatory compliance

        Due to regulatory requirements, depending on the country and area code, you may be required to submit some address/ID documentation first via Regulatory Bundles. Once those bundles are reviewed and approved by our telephony provider Twilio you'll be allowed to procure the number. You can read more about specific country regulations at Twilio Phone Number Regulations.

        As an example, US numbers and UK mobile numbers don't require any documentation, while UK local and AU local/mobile numbers require documentation before you can procure the number.

        Phone number types

        In Close we offer three (3) main types of phone numbers:

        1. Internal (Close issued) numbers
        2. External numbers
        3. BYOC (virtual) numbers

        Internal (Close issued) numbers

        These are the ones you can procure as explained above - you request a phone number country and area code and we'll try to procure it for you and add it to your Close account. Internal numbers are the default and the most common type of numbers in Close.

        External numbers

        These numbers are owned by your current telephony provider (e.g. AT&T, T-Mobile, etc.), but they can be added to Close so that you can make outbound calls only while having callees see your Caller ID (your phone number) during the call. These numbers are also often called verified caller ID numbers.

        • can make outbound calls
        • cannot receive inbound calls to Close - any inbound calls will go to your current mobile phone
        • cannot send/receive SMS messages
        • you are charged for any telephony (calling) usage for those outbound calls - although the number is registered with your provider, the outbound calls from Close are still routed through Close's infrastructure

        To add an external number, go to your Settings > Communication > Phone & Voicemail > + Add > External Number, and follow the instructions.

        Once this number is verified, you'll be able to select it from your available numbers when calling out of Close in phone-popover.

        BYOC (virtual) numbers

        These numbers are owned by your current telephony provider, but the main difference between BYOC and External-type numbers is that BYOC numbers can be used to receive inbound calls to Close as well via call forwarding if your provider supports it.

        • can make outbound calls
        • can receive inbound calls (not supported in the mobile app at the moment)
        • can't send/receive SMS messages
        • you are charged for any telephony (calling) usage

        Important note: you might be charged double for your incoming calls depending on the setup of your BYOC provider.

        To learn more about BYOC and how to set it up take a look at our Bring your own carrier (BYOC) guide.

        Voicemail Greeting + Voicemail Drop

        Close has two features related to voicemail.

        1. An inbound voicemail greeting for each number you have set up,
        2. The ability to drop a pre-recorded voicemail when making outbound calls (available only on our Enterprise plan).

        To set these up, look for the Voicemail Greeting and Pre-Recorded Voicemail Drop options in Settings > Communication > Phone & Voicemail. Simply record your message and you’re done!

        CleanShot 2023-03-08 at 08.49.53.gif

        If you have a pre-recorded MP3 you can also use the select a file option and upload that.

        Close Pro Tip: Voicemail Drop

        In order to leave a voicemail drop, you have to wait until after the voicemail "beeps" before you can leave your pre-recorded voice message.

        Call forwarding

        If you aren't actively using Close when you receive an incoming call, you may miss it - unless you set up call forwarding. This will forward all incoming calls to your Close number to the phone number you enter (such as a cellphone number).

        Under your Close phone number, click Fallback forwarding: Enable and enter the desired number - that’s it!

        CleanShot 2024-04-29 at 06.58.29.gif

        Call forwarding is available exclusively for Internal (provided by Close) and BYOC numbers. It's not enabled for External-type numbers because you can't get incoming calls in Close on those numbers to begin with.

        Forwarding delay

        If you are logged into Close at the time of the call or you have Receive Calls on this Device enabled in your Close mobile app, there will be a fixed ~25-second delay before the call is forwarded.

        Phone Menu

        Route callers to the appropriate teams or users, customize calling orders, and adjust call durations, all directly within Close. Admins can set up rules to route calls to appropriate individuals or teams within your organization using IVR (Interactive Voice Response), and sales reps will know their inbound calls are directly relevant to their department and speciality. Our Phone Menu allows teams to seamlessly connect their leads to the right person at the right time.


        IVR Greeting Customization: Personalize your IVR greetings to provide a tailored experience for callers.
        Call Routing Options: Ensure callers are directed to the right destination.
        Customize Ring Orders: Tailor ring orders so inbound calls can ring Round-Robin style or all at once for each included member.
        Integration with Close Lead Data: Utilize lead data within Close to optimize call routing, making sure your leads speak to exactly who they need.

        Setting up the Phone Menu

        The Phone Menu is an add-on feature, and can be enabled by a user with the Admin role under Settings > Phone & Voicemail. Admins can click on the Group Number card to enable the Phone Menu.

        CleanShot 2024-05-06 at 17.41.46@2x.png

        After enabling, review the key commands that a caller can use to reach the user or option they are looking for. Specific users can be selected (even if the user is not a member of that Group Number), along with specific actions:

        • Pass the call on to ring for the group members
        • Forward the call to an external number
        • Send the caller to voicemail
        • Repeat the options

        CleanShot 2024-05-06 at 18.10.38@2x.png

        The default action will be triggered if a caller stays on the line without selecting an option. Repeating the Phone Menu options (it will automatically repeat up to 10 times) or sending the caller on to pass through the group members are good options to use here.

        Users must have at least one personal phone number in order to receive calls.

        If a user without a personal number is part of the Phone Menu, the default action will be triggered. Make sure all users specified under the Phone Menu have a personal phone number to avoid this scenario. All users are able to obtain a personal phone number under Settings > Phone & Voicemail.

        The Phone Menu allows a ringing order to be set. When a caller dials the Group Number, the Group Number can ring for each member Round-Robin style, or will ring for all members at the same time. Specify your preference in the ringing order menu.

        CleanShot 2024-05-06 at 17.53.41@2x.png

        If a call is not answered, the call will be routed to the fallback forwarding number (if one is provided), or the call will be directed to leave a voicemail. If the fallback forwarding number is an external number and the call is not answered on the fallback number, the caller will be directed to leave a voicemail.