2.9 Inbound Phone Calls: Capturing Voice Leads

Purpose:

Log phone calls made to your agency's dedicated Close Master phone number(s) (LC Phone) and automatically create or update Contact records based on the caller's information.

Setup Overview:

  1. Purchase LC Phone Number(s): Acquire one or more local or toll-free phone numbers for your agency within Close Master via Settings → Phone Numbers. (See Chapter 7.2).
  2. Complete Compliance: Crucially, complete necessary registrations like A2P 10DLC, Toll-Free Verification, and SHAKEN/STIR in the Trust Center to ensure call deliverability and compliance. (See Chapter 23).
  3. Configure Call Routing: In the number's configuration settings (Settings → Phone Numbers → Edit Config), set up how inbound calls should be handled. Options include:
    • Forward Calls: Send the call to an external phone number (like your existing office line or an agent's cell phone - must be a non-Close Master number).
    • Ring User(s): Route the call directly to specific Close Master users (agents) logged into the web or mobile app dialer.
    • Workflow/IVR: Trigger an automated Workflow (e.g., for an IVR menu) when the number is called.

Lead Capture Mechanism:

  • Call Logged: When a call comes into your active LC Phone number, it is automatically logged in the Close Master Conversations section.
  • Contact Creation/Update: The system attempts to create a new Contact record or find an existing one based on the Caller ID phone number provided by the phone network.
    • If a match is found, the call is logged under the existing Contact.
    • If no match is found, a new Contact is created. The initial Name might just be the phone number itself or potentially "Unknown Caller" until you manually update it or the system finds a name via other means (like CNAM lookup, if enabled - See 7.6).
  • Call Recording: If Call Recording is enabled in the number's configuration settings (and you comply with relevant consent laws in your jurisdiction), a recording of the conversation will be available to play back directly within the Conversations feed entry for that call.
  • Workflow Triggers: Inbound calls (including missed calls) can trigger Workflows using the Call Status trigger type, allowing for automated actions like sending a "Sorry we missed your call" text message.