Use this guide when a customer calls your facility's business number and your team answers inside the app.

You do not have to be on the Inbox page to receive a call. A call alert can appear while you are working anywhere in the dashboard.

What you will accomplish

• Recognize an incoming call alert in the app.
• Answer or decline the call from the alert or call window.
• Open Inbox to see the customer's history after the call.
• Send a short follow-up text or email when a written record helps.

Before you start

• Calling must be set up for your team. If call buttons are disabled, review Configure communication settings for Inbox.
• Keep your computer or tablet volume on so you hear ring tones when calls arrive.
• Allow browser notifications if your facility wants desktop alerts for incoming calls.

When a customer calls

When an inbound call reaches your team, you may see two things:

1. A small alert near the bottom-right corner of the screen that says Incoming call
2. A centered call window with Answer and Decline buttons

The alert may show the customer's phone number and your facility's business number, separated by an arrow (for example, +1 (555) 555-0111 → +1 (555) 100-2000).

The call window shows:

• A phone icon at the top
• The title Incoming call
• From and To rows with the phone numbers
• A large blue Answer button
• A Decline button below it

Answer the call

1. Click Answer on the alert or call window

   When the Incoming call alert appears near the bottom-right of the screen, click Answer on that alert.

   You can also click the large blue Answer button in the centered call window.

2. Greet the customer

   Introduce your facility and confirm who you are speaking with.

   Example: "Thank you for calling Mega Speed Storage. This is Alex. How can I help?"

3. Take notes if needed

   If the question is detailed, jot down the vehicle name, date, and next step while you talk.

4. End the call politely

   Summarize what will happen next before you hang up.

Expected result: The call ends and a new INBOUND entry appears in that customer's Inbox timeline when the number matches a saved customer.

Decline or miss a call

1. Click Decline or Hang up

   Use Decline when your team cannot answer right now.

2. Check Inbox afterward

   Go to Inbox and look for the customer or phone number.

   A missed call or voicemail may appear in the timeline.

3. Return the call or send a text

   Call back from the customer's conversation, or send a short text that you missed their call.

   See Review calls and transcripts and Send a text message from Inbox.

Open Inbox from a call

If the call window offers Open inbox, click it to jump straight to the customer's conversation history.

Why this helps: You can read recent texts and emails before you call back or send a follow-up message.

For more on reading call history and transcripts, see Review calls and transcripts.

Follow up in writing after a call

A phone call does not always leave enough detail for the next teammate on shift.

Send a short text or email when:

• The customer asked for a specific time or location
• You promised to check something and report back
• Billing, transport, or service details were discussed

What success looks like

• The call appears in the customer's Inbox timeline.
• The customer knows what happens next.
• Your team has a written follow-up when the details matter.

Troubleshooting

What to do next

For outbound calls and Quick call, see Review calls and transcripts.

For team coordination while multiple people use Inbox, see Coordinate with your team in Inbox.