Introduction

Adding call and text features and packages to your Lofty CRM is a great way to stay in contact with your leads and keep all your communication in one platform. In most situations, the call and text features are add-ons to your original CRM/IDX package purchased with Lofty.

Though the specific features can vary depending on which call/text package you select, you will have the ability to call and text leads directly from the CRM and sends out auto-texts as part of Smart Plans.

Please reference the following articles for other useful information related to call/text packages:

• Billing, Usage, and Availability for Call/Text Packages
• Call and Text Packages

 

Summary

• Team Owner/Admin Process
• Agent Process
• Assigning Purchased Licenses
• Canceling a Call/Text Package
• Downgrading a Call/Text Package

 

Team Owner/Admin Process

If you are the Team Owner/Admin, you will follow this process to add a call/text package for yourself and for the other users on your team.

 

Navigate to the Lofty Marketplace > Lofty Add-Ons > Calls/Texts/AI

 

If you click one of the buttons for a call package, you will be presented with a screen to review functionality between packages. Please note that there are feature differences between call packages. Click on one of the many Get Started buttons on this page to go to the next step. 

 

If you would just like to add a call/text package for yourself, you can skip this step. If you would like to add call/text packages for others on your team click on the Add Company/ Team Members button at the top-right or at the bottom: 

 

Choose the other users on your team to whom you would like to add a call/text package and then click on the Apply button.

 

You will now have all available upgrade options listed. Please note that you are not able to downgrade from this screen and will only be presented with the packages above your existing package (if applicable). Hover over each of the available packages for a description of what usage is available on that package. For each user, click on the call and/or text package that you would like to add to their account.

The total amount due appears at the bottom left. See Billing, Usage, and Availability for Call/Text Packages for billing logic. There is also a banner that will display information regarding the Unlimited Call Package discount in case it is of interest to you.

 

You will then be prompted to agree to the terms of use. Click I Agree if you would like to continue. Click on the Next button to continue. 

 

You will then be presented with a summary of what you are adding along with billing specifics, the card that will be billed, etc. If you would like to confirm, click on the Place Order button to finalize the purchase process.

 

Agent Process

If you are an agent on a team but not the Team Owner/Admin, you will want to follow this process to add a call/text package for yourself.

*IMPORTANT: If you have been allocated a paid-for call/text package by the Team Owner/Admin but elect to add your own or upgrade, please note that the payment method you put on file during this process will also be used to pay for that paid-for call/text package that was already assigned to you. In other words, when you add a payment method via this process, it will be used to pay for all paid-for call/text packages that are associated with your seat.

 

To add your own call/text package, navigate to the Lofty Marketplace and click on the Calls/Text/AI option under the Lofty Add-Ons category. Choose from any of the available options.

 

If you click one of the buttons for a call package, you will be presented with a screen to review functionality between packages. Please note that there are feature differences between call packages. Click on one of the many Get Started buttons on this page to go to the next step. 

 

Choose the call/text package you would like to add to your account by selecting it in the Available Package column. You can hover over any of the packages to learn more about available usage for each of them.

You will see a summary of what is charged today in the bottom left. For more information on billing logic please see Billing, Usage, and Availability for Call/Text Packages. Click on the Next button to continue:

 You will then be prompted to agree to the terms of use. Click I Agree if you would like to continue. Click on the Next button to continue.

 

On this page, you will be presented with a summary of billing, the package you selected, etc. If you do not yet have a card on file, you will need to add it in this step as well. Click on the Place Order button in the bottom right when you are ready to finalize the call/text purchase process.

 

Assigning Purchased Licenses

Depending on the circumstances, you may have licenses purchased on your account that have not yet been assigned to a user on your team. This could happen if you purchased call/text packages during the initial sales process or if you removed a call/text package from a user on your team (outlined below) but did not completely remove it from the account.

If you have additional dialer licenses, navigate to Settings > Call/Text Settings > Transfer License. These sections will only appear if you have unallocated call/text packages. If it does not appear, you do not have any that have been pre-purchased and will need to add via the Lofty Marketplace following the instructions above.

 

The Transfer option will allow the user to transfer a package to another user on the account.

• Packages that can be transferred:

  • All active call and text packages, including any packages that have been deleted but have not reached their expiration date.

• Who can the package be transferred to?

  • Depending on the user management permission:

    • Team package: can transfer to any other user on the account 

    • Enterprise package: can transfer to users in their hierarchy group or to any user in the entire company

    • Multi-team package: Call and text packages cannot be transferred among sub-teams

• Who can transfer a package?

  • Only the user who is paying for the package

 

The available call/text package type will be outlined in the leftmost column. In the next column, you will choose the team member to whom you would like to assign the call/text package and then click on the Assign button to do so.

 

Dialer licenses can also be transferred by navigating to the Team Call License tab and selecting the license next to the individual agent you would like to transfer the license to. 

 

 

Canceling a Call/Text Package

As the Team Owner/Admin, if you would like to delete a call package from a user on your team, navigate to Settings > Call/Text Settings > Team Call License. Click on the trash icon to the right of the name you would like to delete. You will need to scroll to the right to see the icon. An individual user/agent will be unable to delete a call/text package assigned to them from the Team Owner/Admin.

 

 

You will need to confirm that you would like to remove the call/text package. Click on Delete if you would like to proceed.

The call or text package will be available to the user until the end of the billing period, then will be completely deleted from the account. 

 

If, as the Team Owner/Admin, you would like to delete your own call/text package, you can do so by clicking on the Delete button at the top of the Call/Text Settings and following the same steps as above.

 

Downgrading a Call/Text Package

The downgrade process is not available directly in the CRM. You can downgrade a call/text package at any time by contacting the Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by chatting with us through your Lofty CRM. 

 

FAQ

Q: If I purchase a call package, do I own that phone number?

A: Yes. If you have another service provider that you are able to port the virtual phone number to, you can request to have the number transferred. However, if you do not submit a request, the virtual number will be made available to be purchased by another Lofty user.

 

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.