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.

Call & Text Settings

This section will be available to all users with a call/text package added to their seat. Access by navigating to Personal Settings > Communication > Call & Text > Info& Settings.

Settings

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

2. My Numbers. These are the virtual phone numbers that you own. 

3. Calling Method. Outbound calls can be made using VoIP or a Bridge number.

• The Bridge number 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.
• Calling via VoIP will connect the call directly through your browser

4. Incoming Call Type. Set your physical phone number here, to receive any calls that you miss through your browser.

5. Displayed Call and Sender ID. The Outbound Caller ID MUST NOT be the same as the bridge number. When an outbound call is initiated from the CRM, it connects to the bridge number, and the Caller ID shows the originating number. The Sender ID is the phone number displayed on outgoing text messages.

6. Audio Settings. Verify that your computer speakers and microphone are working.

7. Advanced Settings.

• 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.
• 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.

8. Text Subscription Message. The text subscription message helps you meet consumer opt-in requirements. Here, you can make sure the correct information is shared with the leads you text, so they always know who they are communicating with.

Reporting

The top section shows you what call and text package you currently have, along with your usage for the month.

Account Call & Text Licenses

Account owners and admins have access to This section in the settings will only be available to those with the "Manage Team" admin permission (see Team Permissions). Access by navigating to Company/Team Settings > Communication > Call & Text > Company/Team Call/Text License

The following can be adjusted here:

1. Manage Call/Text License. This button will allow you to purchase a call or text package for your users.

2. Personal Virtual Number. This is the number that is purchased through Lofty and is used to trigger the call. When the account admin/owner purchases these numbers (see Adding / Removing Call or Text Packages), they can choose the area code to be a local one. For 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.
3. Caller ID. This section will show "Upgrade to Access" if no call package has been added to this user.

4. Manage. If you have purchased this call/text license, you will have the option to delete or transfer it to another user.

5. 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.
6. 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.

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