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What you can do with voice calling

With your Salesmsg phone number, you can:

Make outgoing calls
Accept incoming calls
Record calls automatically or on demand
Use features like call transfer, hold, conference, and call transcription
Block unwanted callers and manage voicemails

Calling Features Order of Operation

Making a call

From a conversation: While viewing a conversation, click the phone icon at the top right to call the person you are talking to.

Using the dial pad: Dial any number - even if it's not saved in your contacts. You can also search your contacts while dialing.

Additional uses

Along with the ability to place calls using the keypad you can scroll through your contacts as you are dialing a number.
As well to find a number there is an option to enter the name of the contact you wish to call to make calling easier and quicker.

Call Settings & Options

Before and during calls, you have several controls:

Speaker / Microphone selection: Choose which devices you want to speak through and listen through.
Automatic recording: Turn this on in settings to always record calls.
Manual recording: If automatic recording is off, you can start recording during a call using the record button.

Call tools during the call

The following tools are available in the call menu:

Feature	What it does
Mute	Mute your mic so the other side can’t hear you.
Keypad	Show keypad for navigating IVRs / phone menus.
Hold / Pause	Put caller on hold (music plays) while you do other things.
Transfer	Forward the call to another Salesmsg inbox or an external number.
Conference add‑on	Add more participants—either from other inboxes or external numbers—to make it a group call.
End Call (Red phone icon):	This will end the active call.

How to Record Your Calls

Salesmsg gives you two easy ways to record your phone calls.

Option 1: Automatic Call Recording

Turn this on in your Call Settings, and all your calls will be recorded automatically - no action needed during the call:

Option 2: Manual Recording

Prefer to choose which calls to record? Just click the Record button from the call menu while you're on a call:

Accessing Your Recordings

After the call ends, you can:

Listen to the recording directly from the conversation thread
Mute the audio during playback
Download the file as an .mp3 (saved to your browser’s default downloads folder)

💡Tips for Best Recording Quality

To get a clear, high-quality recording:

Close other tabs or apps that play sound (like music or videos)
Avoid background noise and echo (use a headset if possible)
Speak clearly and check your mic before the call

Unwanted audio, like music from another tab, can distort your recording, so it's best to keep things quiet and focused.

Call Waiting: Put Calls on Hold

Need to step away or look something up during a call? No problem.

With Call Waiting, you can place a caller on hold anytime. While on hold, they’ll hear gentle hold music—so they know the call is still active.

If you're recording the call, the recording will continue even while the caller is on hold.

It’s a simple way to keep things professional while you take care of what’s needed.

Call Transfer: Send a Call to Someone Else

Need to hand off a call to a teammate or another number? With Call Transfer, you can quickly send an active call to:

Another Salesmsg inbox, or
An external phone number

⚠️ Note: Salesmsg currently supports cold transfers only. This means the call goes straight through - you won’t be able to speak to the person you're transferring to before the handoff.

It’s a fast and easy way to get the caller to the right place.

Conference Calling: Add Others to a Live Call

Need help from a teammate while you're on a call? With Conference Calling, you can easily bring others into the conversation.

Here’s what you can do:

Add a teammate by pulling in another Salesmsg inbox, or
Invite an external number (like a client or coworker)

How It Works

Put the current caller on hold
Add a third person to the call
Talk things through, then choose to:
- Stay on the line with both parties, or
- Leave the call and let the others continue without you

If either of the last two people on the call hangs up, the conference will automatically end.

After the Call

You’ll see the full call timeline, including all participants
If recording was enabled, the entire conference call will be saved

How to Enable Conference Calling

Go to Settings > Inboxes
Select the Inbox you want to update
Find the Calling section
Turn on Conference Calling

Call Transcription

Tired of re-listening to calls to find the important stuff? With Call Transcription, Salesmsg turns your recorded calls (and voicemails!) into clear, searchable text.

How to Turn On Transcription

Go to Settings > Inboxes
Click into your desired Inbox Settings
Scroll to the Calling section
Enable Voice to Text (Transcription)

Once turned on, transcription will apply to:

Phone calls (when recorded)
Voicemails (automatically)

Speaker Separation + AI Summaries

Salesmsg makes transcripts easy to scan and understand:

Speaker Separation: Each speaker is clearly labeled
- Contacts show by name or number
- Team members show by full name
- Unknown speakers are marked as “Speaker”
- Works with conference calls too
AI Summary: Instantly see the key points and next steps—no need to read the full transcript

Where to Find It

Inside the conversation thread, you'll see two tabs:

Transcript — Full text of the call, separated by speaker
AI Summary — A quick overview + suggested follow-ups

You can copy the summary or even push it to your CRM (where supported).

Cost of Transcription

Transcriptions cost 1 credit per minute
This applies to both calls and voicemails
Only pay when it’s used - helping you manage costs while still accessing valuable insights

Blocking Unwanted Calls

While spam calls are rare with a Salesmsg number, sometimes unwanted callers do get through. You can block those contacts to avoid distractions.

What Happens When You Block Someone:

Their incoming calls are blocked—you won’t receive them
Blocked calls won’t show up in your call history or activity timeline
You won’t be charged any credits for blocked calls

Blocking helps you focus on real conversations without wasting time or credits on spam callers.

Voicemail

To be on top of things, you can ask a customer to leave to a voice message if you are not able to answer the call. You can choose a ring duration and register a greeting up to 3 minutes long.

Please be aware that if voicemail is activated, all declined calls will automatically be forwarded to your voicemail.

Call Whisper

You can add a personalized voice message before forwarding calls to voicemail. This is helpful if you want to provide context to assist the recipient of the forwarded call.

Use the Salesmsg Call button for Aircall phone calls!

If you have an AirCall text-enabled number, you can simply click on the call button and Salesmsg will automatically forward you to the AirCall window in addition to copying the number on your clipboard. All you have to do is paste the number to be able to make a call with AirCall!