Using Local Presence Dialing in the Mobile App

What is Local Presence Dialing?

Local Presence Dialing is a feature in the CRM mobile app that helps you connect with more contacts by making your calls appear local. When you place an outbound call to a contact, the app automatically selects a caller ID number from your workspace that matches, or is geographically closest to, your contact's phone number. This makes the call look familiar and local to the recipient, which can significantly increase the likelihood they will answer.

Key Benefits

Using this feature provides several advantages for your outreach efforts:

• Improved Answer Rates: Contacts are much more likely to answer a call from a local-looking number.
• City-Level Matching: The mobile app first tries to match the contact's specific city, then the state, for the most relevant caller ID possible.
• International Support: When calling contacts outside the U.S. or Canada, the system will automatically use a number you own from that country if available.
• Reliable Fallback: If a perfect local match isn't found, the call will still connect using your assigned number or your location's default number.
• Consistent Settings: The feature uses the configuration you set up in the web version of the CRM, so it works seamlessly on mobile without extra setup.

How It Works

Selection Logic

For each call, the mobile app follows a specific order to choose the best caller ID:

1. It searches for a phone number in your workspace that exactly matches the contact's area code.
2. If no exact match is found, it uses the phone number specifically assigned to your user profile.
3. If you have no assigned number, it defaults to the primary number set for your location or sub-account.

Manual Number Picker

You can temporarily override the automatic selection for a single call. On the call screen, you can access a number picker. This list shows all numbers available for you to dial from, including their type (Local, Mobile, Toll-Free) and assignment. Selecting a different number here only affects that one call; the system will return to using Local Presence Dialing for your next call.

Setting Up Local Presence Dialing

Configuration is done once in the web app and syncs to the mobile app.

1. In the web app, navigate to the desired Location.
2. Go to Settings > Phone Numbers > Voice > Other Settings.
3. Find the setting for Default Phone Number for Outbound Calls and select the option for Local Presence Dialing.
4. Ensure your mobile app is updated to the latest version.
5. Open the mobile app and start calling. The feature will be active automatically.

Frequently Asked Questions

Is there an extra cost for Local Presence Dialing?

No. The feature itself is included with your phone system plan. You only incur costs if you choose to purchase additional phone numbers for your workspace.

Does it work with my own Twilio account?

Yes. If you have linked your own Twilio sub-account, Local Presence Dialing will select numbers from that account following the same logic.

What if I call an area code I don't own a number for?

The system will follow the fallback logic, first using your assigned user number, then your location's default number. You can request support for new area codes through the CRM support team.

Can I turn it off for just one user?

The main toggle for the feature is set at the location or sub-account level. However, any user can manually select a different number for a single call using the Number Picker in the mobile app.

Does it work with regular cell phone calls (SIM-based)?

No. Local Presence Dialing only works for VoIP calls placed directly through the CRM mobile app's dialer. It does not apply to calls made using your phone's native dialer and cellular connection.

Are toll-free numbers used automatically?

Toll-free numbers are listed in the manual Number Picker but are not automatically selected by the Local Presence logic unless you are calling a contact in a country where a toll-free number is the only matching country code you own.