In this article, you will learn how to use call masking to monitor your field techs and protect your client’s and tech’s personal phone numbers.
What is call masking?
Call masking is a Workiz Phone feature that provides your techs and clients with a greater degree of privacy by preventing both parties from seeing any actual phone numbers. This allows you to override the caller ID to only show your clients the number you want them to see — like your business phone number.
And because your techs will never see your client's phone number, call masking is also designed to ensure that your business’s clients remain your business’s clients.
This feature also allows you to record calls that take place between your techs and clients, enabling you to monitor calls and improve your customer service. All calls between your clients and techs will be saved under the relevant job and client page.
Setting up call masking
From the navigation bar, select Settings > Settings
Under Calls & Texts, select Call Masking
Select Get Started
In the first section, select all of the techs who you want to assign masked phone numbers to
Select the second section to expand the menu and configure the related settings:
Record calls: Decide if you want to record phone calls and choose the corresponding option
Recording disclaimer: In the text box, enter a message to notify your clients that the call is being recorded. This message will be read by a voice assistant at the beginning of the call.
Select the third section to expand the menu and configure the related settings:
Caller ID number: Choose a phone number that will appear on your client’s caller ID when you dial their number
Use smart tech callback: Decide if you want to use smart tech callback and check the box accordingly
Select the fourth section to expand the menu and configure the related settings:
Use masking for leads: Decide if you want to use call masking for leads and check the box accordingly
Select Activate call masking
Using call masking
After setting up call masking, your team can start using it by:
Dialing the masked number and extension on any device
Using "click to call" by selecting the phone icon from a job page on the mobile app
To learn more about using call masking, please see this article.
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