Phone

Make and take calls in the browser or the Smoo AI app, and decide who on the team can.

Included with Smoo CallingSee plans

Phone is the home for calling: the calls your team makes and takes, alongside the numbers your AI agents already answer. Calling is switched on per organization, so you only see this screen once it has been enabled for yours.

Who can do what is set by role. Making and receiving calls, managing numbers and ring groups, listening to recordings, managing recordings, and letting the AI place outbound calls are five separate permissions — the last one is never granted by default.

How to

  1. 1

    Open Admin → Phone Numbers to see the numbers on your account and which agent answers each one.

  2. 2

    Open Admin → Roles & Permissions and tick the Calling permissions for the roles that should use the phone.

    If a role is limited to specific products, tick "Phone & calling" under Products too, or the Calling permissions have no effect.

  3. 3

    Leave "Let the AI place outbound calls" off unless you have a reason to turn it on.

    AI-placed calls are regulated differently from calls a person makes, so this is granted deliberately, role by role.

Take calls

Calls to your numbers and ring groups only ring where you have turned ringing on.

  1. 1

    Open Phone in the sidebar.

  2. 2

    Under Availability, switch on "Available for calls".

    This browser tab rings while it is on. With Phone open in several tabs, choose "Take calls in this tab" in the one that should ring.

  3. 3

    Under Devices, pick the headset to use.

    The choice is saved on this device.

  4. 4

    When a call comes in, choose Answer on the "Incoming call" notice.

Make a call

  1. 1

    Open Phone and choose the Keypad tab.

  2. 2

    Type a number or a contact’s name into "Number or name", or choose Contacts to pick someone.

  3. 3

    Choose Call.

Forward calls to your cell when you can’t answer in the app

When a call to one of your team’s numbers isn’t answered in the app, it can ring your own cell instead of going straight to voicemail. Your admin chooses which numbers do this (see "For admins" below).

This is for calls only. The forwarded call is recorded, with the number’s announcement. Press 1 to accept it; if you don’t answer, it goes to voicemail. Texts are never forwarded to your cell.

  1. 1

    Open Phone in the sidebar and find the "Forward to my cell" card.

  2. 2

    Type your number under "Cell number" and choose Send code.

    We text a code to confirm it’s yours. Standard message rates may apply.

  3. 3

    Type the 6-digit code we texted you under "Verification code" and choose Verify.

  4. 4

    Check that it reads "Forwarding to" your number. Verifying turns forwarding on.

    To pause it later, switch off "Forward to my cell when I can’t take app calls"; switch it back on any time. The switch works only with a verified number.

Where your texts go

Texts to your team’s numbers land in the texts inbox — never on your cell, even with "Forward to my cell" switched on. They wait there until someone opens them.

  1. 1

    Open Phone and choose Texts.

    Texts shows only when your organization texts from Smoo AI. A number on it counts unread conversations.

  2. 2

    Open a conversation to read it and reply.

For admins: choose what happens when nobody answers

Admins only — this needs access to Admin → Calling. Each number has its own fallback for calls nobody picks up in the app.

Web only

  1. 1

    Open Admin → Calling and choose the Numbers tab.

  2. 2

    Choose "Edit routing" on the number.

  3. 3

    Under "If nobody answers", pick "Rep’s cell (the rep’s verified cell, then voicemail)" — or "Voicemail" to send unanswered calls straight to voicemail.

    Rep’s cell only applies when the number rings a teammate or a ring group, and it reaches only reps who switched on "Forward to my cell" with a verified number. Calls only; texts are never forwarded.

  4. 4

    Choose "Save routing".

If something goes wrong

A teammate does not see Phone in the sidebar.
Check their role: if it is limited to specific products, it needs "Phone & calling" ticked under Products.
I can’t switch on "Forward to my cell when I can’t take app calls".
Verify your cell first: send the code, enter it, and choose Verify. Verifying turns forwarding on, and the switch works only with a verified number.
Forwarding is on, but my cell never rings.
Forwarding only applies to numbers whose fallback is "Rep’s cell", and only when that number rings you or your ring group. Ask an admin to check the number under Admin → Calling → Numbers.
I want to find a call from a customer’s page, not the phone.
Every call, voicemail and text linked to a contact, company, deal or ticket is on that record’s timeline, and a call’s conversation shows the call inline. Open it for the summary, transcript and recording.

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