Make Calls with the Softphone Dialer

The softphone dialer#

Once a provider is connected and you’re set to Online, calling happens through a small floating dialer that appears in the bottom-right corner during call activity. You can drag it anywhere. It shows up while a call is calling, ringing, on a call, on hold, incoming, or in wrap-up, and hides when idle.

Your call availability and dialing preferences live behind the phone icon in the top bar.

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To place a call, use click-to-call from a record. The dialer opens automatically to manage the live call. Using it requires the Voice dialer permission.

To start a call, click the call button next to a phone number on any record — the dialer opens automatically to manage it.

The call button next to a phone number on a contact record

What the card shows#

A status header (it turns amber on hold), the contact’s name (linked to their record when the call is tied to one), the number, the caller ID you’re calling from, and a live call timer once connected.

In-call controls#

Mute / Unmute your microphone.
Hold / Resume — the customer hears hold music while on hold.
Keypad — open the dialpad to send touch-tones (DTMF) for navigating phone menus.
End — hang up.

Notes & follow-ups#

Type a call note during or right after the call — it’s saved to the call’s log (or as a note on the linked record). You can also quick-create a follow-up Call, Meeting, or Task tied to the same record without leaving the dialer.

When a connected call ends, the card stays open for wrap-up — finish your note and click Done to save it.

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Refreshing or closing the tab ends a live call and can lose an unsaved note — the CRM warns you before you leave. If outbound calling is blocked with an upgrade prompt, your plan’s monthly call allowance is used up.

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