Configure Your Mobile App to Receive Inbound Calls
About Inbound Calls on the Mobile App
Your CRM’s mobile app allows you to receive business calls directly to your smartphone. When a lead or client dials your assigned business phone number, the call can be forwarded to ring on your mobile device through the app. To make this work, you must correctly configure settings both in the web-based CRM and on your mobile device.
Note: To use this feature, a phone number must first be purchased within the relevant sub-account and assigned to a user.
Benefits of Using the Mobile App for Calls
Forwarding calls to your mobile app helps you maintain professional accessibility. Key advantages include:
- Answering important client calls from anywhere, not just your desk.
- Supporting remote and on-the-go work for you and your team.
- Managing a dedicated business line to enhance your company's image.
- Integrating with automated follow-up features, like sending an SMS after a missed call.
How to Set Up Inbound Call Forwarding
Follow these steps in the CRM web application to route calls to a staff member's mobile app.
Step 1: Access Staff Settings
From the main menu, go to Settings, then select My Staff.
Step 2: Edit the Staff Member
Find the staff member you wish to enable and click the Edit button next to their name.
Step 3: Configure Call Settings
Click on the Call and Voicemail Settings tab. Here you can assign a specific inbound number to the user from a dropdown menu. If no number is selected, calls will route according to your general call distribution rules.
Step 4: Enable Mobile App Forwarding
Locate the setting labeled Forward Calls to. Check the box for Mobile app.
Step 5: Save Changes
Click the Save button at the bottom of the page to apply the new settings. The staff member must then ensure the mobile app on their device has the necessary permissions to receive calls.
Troubleshooting Call Delivery Issues
If calls are not reaching the mobile app, check the following:
- Confirm the Mobile app checkbox is enabled and saved in the staff member's profile settings.
- Verify the CRM mobile app has all required permissions on your device (like microphone, phone, and notifications).
- Ensure the app is allowed to run in the background and that notifications are enabled.
- On Android devices, disable battery optimization for the CRM app.
Frequently Asked Questions
What if I don't enable the "Mobile app" forwarding option?
The user will not receive incoming calls on their mobile app. This setting must be checked for call routing to work.
Do I need to keep the app open to get calls?
No, but the app must be permitted to run in the background with notifications active.
Can I automate a text after missing a call?
Yes, you can use a Missed Call Text Back automation to send an automatic SMS follow-up.
Why am I still not receiving calls after setup?
Double-check that you clicked Save in the staff settings and that all mobile device permissions for the app are granted.
If I'm logged into multiple devices, will they all ring?
Incoming calls will ring on up to 10 devices logged into the same user account simultaneously. Answering the call on one device will end the ringing on all others. This is for a single user's devices, not for multiple users sharing one login.
How does this work if I'm part of multiple sub-accounts?
You will only receive inbound calls from the last sub-account you actively switched to within the mobile app. If the app is closed and reopened, it remembers that last sub-account. If you switch to a sub-account where inbound calling is not enabled for you, you will stop receiving calls from all accounts.
What happens with two simultaneous calls?
If multiple devices are ringing for the same incoming call, answering it on any one device will disconnect the call attempt on all other devices.