Setting up call masking to monitor your field techs

  • Updated

 

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

  1. From the navigation bar, select the gear icon ( ) > Settings

  2. Under Calls & Texts, select Call Masking

  3. Select Get Started

  4. In the first section, select all of the techs who you want to assign masked phone numbers to
    2023-09-14_14-02-56.png

  5. In the second section, set up your recording settings:

    2023-09-14_14-03-10.png
    1. Decide if you want to record phone calls and choose the corresponding option

    2. (Optional) If your state requires two-party consent for recording, enter a message in the text box to notify recipients of outbound calls that calls will be recorded

  6. In the third section, set the number your clients will see:

    2023-09-14_14-03-20.png
    1. Caller ID number: Choose a phone number that will appear on your client’s caller ID when you dial their number

      You can choose a single number or set it up by service areas so all call recipients see a local number.

    2. Use smart tech callback: Decide if you want to use smart tech callback and check the box accordingly

      After your tech initiates a call with your client, any calls made from your client will automatically be routed to your tech.

      Without smart tech callback, your client will be routed to the phone number they see on their caller ID.

      Smart tech call back will only remain active for 24 hours. After that, calls will be routed to the number the client sees on their caller ID.

  7. In the fourth section, view your masking number and decide if you want to use masking for leads 

    2023-09-14_14-03-40.png

    When opening a job page, your techs will see this number and a unique three-digit extension that they can use to contact the client.

  8. 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.

Was this article helpful?