Introduction

There are some important settings to be aware of with the call/text packages in the Lofty CRM. This article will explain exactly how these work. 

*IMPORTANT: You need to add a Lofty Call/Text Package in order to use these features. Please refer to the following article for more information on doing so: Adding / Removing Call or Text Packages.

My Dialer License

This section will be available to all users with a call/text package added to their seat by the Team Owner/Admin. Access by navigating to Settings > Call/Text > Call/Text Settings > Info& Settings:

The following are the settings that can be adjusted:

a. Manage My Call/Text License. This allows you to upgrade your current call or text package.

b. Bridge Number. This is the phone number that will be used to physically make the call--typically a cell phone or desktop phone, though it could also be a Google Voice number. When a call is triggered via Lofty, the virtual number (b) will first call this bridge number and then connect to the person being called.

c. Call Recording. This is OFF by default but can be turned on to add call recordings to the lead profiles when a call is sent/received using the Lofty virtual number. Just so you know, you are responsible for any two-party states and any other legal requirements associated with those you are calling. No automatic/pre-recorded disclaimer will be played on a call when this option is turned on.
d. Caller ID to Display. Choose either the "Bridge Number" or the "Virtual Number" to display on the call recipient's phone as caller ID. With this setting, you can choose to display your cell phone (if in the bridge number field) as the callback number. Keep in mind that if the lead calls you back at a number other than the virtual number, the call will not trigger in Lofty, will not be recorded, etc. *IMPORTANT: You are not able to mask the number for texting purposes, only for phone calls.

e. Sender ID to Disply. This phone number is used to send auto texts such as a welcome text or text within a smart plan.

f. Forward Received Texts. Use this option if you would like to receive text notifications from your Personal Virtual Number. This includes certain notification types of standard notifications as well as actual leads texting your virtual number. However, keep in mind that if a text is forwarded to your cell number, you will not be able to respond directly through the forwarded text as you will only be texting your virtual number, not the lead. To respond, you must open your mobile app or do so from the web app. *IMPORTANT: any additional texts sent via "Forward Received Texts" will also use your established daily text usage and therefore count towards your limit.

g. Personal Virtual Number. This is the number that is purchased through Lofty and is used to trigger the call. When the team admin/owner purchases these numbers (see Adding / Removing Call or Text Packages), they can choose the area code to be a local one.

The following area will show your current call and text packages along with your monthly usage:

a. Add More Usage. This button will allow you to purchase a call or text package for your account.

b. Delete. This button will delete your call package. * Please Note: After deletion, you will need to purchase a new call package to use the call features within Lofty.

c. Call Package. This will display the current Call Package on your account.

d. Text Package. This will display the current Text Package on your account.

e. Usage. This will display your used call minutes and texts for the current month.

Team Dialer Licenses

This section in the settings will only be available to those with the "Manage Team" admin permission (see Team Permissions). Access by navigating to Settings > Call/Text > Call/Text Settings> Team Call/Text License:

The following can be adjusted here:

a. Manage Call/Text License. This button will allow you to purchase a call or text package for your team member's accounts.

b. Personal Virtual Number. This is the number that is purchased through Lofty and is used to trigger the call. When the team admin/owner purchases these numbers (see Adding / Removing Call or Text Packages), they can choose the area code to be a local one. For team users, those with admin access can click the "Edit" icon to change the virtual number by typing in a new area code and selecting from the available options.
c. Caller ID. This section will show "Upgrade to Access" if no call package has been added to this user.
d. Call Recording. This is OFF by default but can be turned on to have call recordings added to the lead profiles when a call is sent/received using the Lofty virtual number. Please note that you are responsible for any two-party states and any other legal requirements associated with those you are calling. No automatic/pre-recorded disclaimer will be played on a call when this option is turned on.
e. Forward Received Texts. Use this option if you would like to receive text notifications from your virtual number. This includes certain notification types of standard notifications as well as actual leads texting your virtual number. However, keep in mind that if a text is forwarded to your cell number, you will not be able to respond directly through the forwarded text as you will only be texting your own virtual number, not the lead. To respond, you must open your mobile app or do so from the web app. *IMPORTANT: any additional texts sent via "Forward Received Texts" will also use your established daily text usage and therefore count towards your limit.

f. Delete. This will allow you to delete the current call or text package assigned to the agent's account. *Please keep in mind this will only delete the call/text package from the agent's account and does not remove the call or text license from your billing. 

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by chat with us through your Lofty CRM.

Related terms: Dialer, Call Package, Call Plan, Text Package, Text Plan