# Manage Calls, Messages, Voicemail, and Power Dialer

Handle text threads, voicemail, waiting calls, multi-party calls, outcomes, dialer sessions, and phone settings safely.

Reviewed 2026-09-02

## Send and receive text messages

Open **Phone** and the messaging panel, then select the intended client and thread. Confirm the sending number, consent, prior messages, and recipient before composing. Review text and attachments, then select **Send**.

Verify the new item in the same thread and read its delivery state. Respect an opt-out immediately and stop future messages until the record shows a valid reason to resume.

## Review voicemail

Open the voicemail notification or the client's call activity. Confirm the caller and time before playback. Listen, read any available transcript as a convenience rather than perfect evidence, and choose the appropriate callback or follow-up.

Record the outcome after action is complete. Keep voicemail only according to workspace policy, and do not move private audio into a public or broad destination.

## Handle a second incoming call

When the incoming-call notice appears during a call, read the caller context and choose deliberately. **Accept** places the current conversation on hold before connecting the waiting caller. Declining or allowing the call to finish ringing leaves the current call active.

After switching, confirm which caller is active and which is on hold. Before ending, verify that you are acting on the intended call.

## Work with more than one call

Use **Add Call** to start the second leg. Keep the original caller's state visible while the new call connects. Use **Merge** only when every participant should join the same conversation.

Use the visible hold, mute, remove, leave, and end controls according to the labels shown. **Leave** can keep other participants connected, while ending all calls closes the full conversation. Confirm the final state for every participant.

## Use Power Dialer

Open **Power Dialer**, confirm the audience, calling identity, allowed calling window, outcome choices, and follow-up behavior. Start only after the list count and selected settings are correct.

During a session, keep the current client visible. Select the accurate outcome after each attempt. Continuing outcomes can advance to the next client; an answered call requires your attention and must not be skipped automatically.

Use **Pause** before stepping away or changing context. At the end, confirm the session is stopped and review completed, skipped, and remaining work.

## Record a call outcome

Choose the outcome that describes what happened. Add the next task or scheduled follow-up when needed. Reopen the client timeline and confirm the call, outcome, owner, and follow-up.

If the wrong outcome was selected, use the visible correction path or add a clear correction. Do not place another call merely to change the history.

## Configure Phone and Messaging

Open **Settings**, then **Phone & Messaging**. Relevant sections include **Default Outbound Caller ID**, **Agent Call Offers**, **Caller Wait Experience**, **Text Message Senders**, **Calling Hours**, **Voicemail Greetings**, and **VM Greeting Schedule**.

Save one related group at a time. Reopen the setting and test the affected phone behavior with an approved synthetic scenario before relying on it.

## Stop conditions

Stop if consent, client identity, active call, sending or calling number, local calling time, audience, or outcome is uncertain. Do not test live calling or messaging with an unapproved recipient.