How 2-way calling works from the customer profile

Place and receive (free) calls to and from customers

Written by Mony

Updated 1 year ago

As an administrator, manager or technician you are able to call (free of charge) a customer directly through the customer profile by clicking on the 'Call customer' button when logged into your account from a laptop/desktop or by clicking on the phone icon in the Maidily app.

You can place calls from:

Jobs
Customers
Quotes

There are 3 REQUIREMENTS for placing 2-way calls:

Selecting your free number from Text & Call Gateway (used for placing/receiving calls)

Having a valid phone number in your profile (used for placing calls)

Having a valid company number in Settings -> General (used for receiving calls)

What happens when you place a call from a laptop/desktop/mobile phone:

The free phone number you selected in Integrations will be displayed as the caller ID

When placing a call Maidily will call the phone number listed in your profile first

Once you pick up you will hear a brief music tone followed by a prompt
- The system is now calling the customer
Once the customer picks up you will be connected to them

Your customers will not experience any lag or delays in calling

How to place a phone call:

On laptop/desktop:

Click on the 'Call customer' button on the customer's profile

Accept the 1-time prompt explaining the process of placing a call

You will NEED to have your mobile phone associated with the phone number in your profile close by in order to place a call from your computer

Your mobile phone will shortly ring
Please wait until we connect you with the customer
Once the customer picks up you are connected

Calling the customer will automatically call the main phone number displaying on their profile - NOT the additional phone number

On the mobile application:

From the customer profile page click on the phone icon below the customer's address

Accept the 1-time prompt explaining the process of placing a call

You will NEED to have your mobile phone associated with the phone number in your profile close by in order to place a call from your computer

Your mobile phone will ring in a few seconds
Please wait until we connect you with the customer
Once the customer picks up you are connected

Receiving calls from known callers (customers) and/or unknown calls:

Calls received by existing customers will be logged under the customer's profile as long as their main phone number or additional number match the incoming phone number.

Calls from unknown numbers or from phone numbers that cannot be linked back to a customer account will not be logged

Call recordings:

All registered calls will be tracked and recorded under the customer's profile in the Call History section.

Call history section

In app:

On laptop/desktop:

You can listen to the recording by clicking the play button next to the call (only answered calls have a recording)

In app:

On laptop/desktop:

Recordings will open in a new tab for you to listen to
Recordings are in MP3 format

Considerations:

Customers placing incoming phone calls CANNOT leave a voicemail
A working phone number in your profile and in Settings -> General is REQUIRED
If an incoming call does not match phone numbers in the customers profile they will not be connected to the customer

Relevant articles:

Need help with placing or receiving phone calls? Shoot us a question at help@maidily.com

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