In this article, you will learn about some of the most common questions related to using Workiz Phone.
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In the rare event of a phone system outage, Workiz allows you to forward calls to a fallback number. This number can be saved on your account settings page. This should be an external number separate from your Workiz Phone numbers.
To learn more about setting your fallback number, please see this article.
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Yes, Workiz allows you to forward Workiz Phone calls to an external number. This can be done when building or editing a call flow.
That said, forwarding Workiz Phone calls to an external number comes with some risk:
- Call flows will stop at the external number if the call reaches the external number's voicemail. This means that the flow will not proceed to the remaining steps in your call flow, including your Workiz Phone voicemail.
- If a call reaches the external number's voicemail, the call will not be marked as missed in Workiz
- If a call reaches the external number's voicemail, any potential voicemail messages will not be stored in Workiz
- Calls answered at the external number level will not be tracked in Workiz
You can reduce the risks of using external numbers by limiting the time calls remain at this step in your call flow. On average, calls ring for about 15–30 seconds before going to voicemail on a cell phone. If you want to add an external number to your call flow, consider only allowing it to ring for 10–15 seconds before the call moves onto the next step in your flow. This way, all incoming calls have a chance to reach your Workiz Phone voicemail instead of getting stuck at the external number's voicemail.
For the best results, please determine how long your specific external number rings before reaching voicemail, and configure the ring time on your call flow accordingly.
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With Workiz Phone, you can make and receive calls to numbers in the US and Canada. As long as you have an internet connection while traveling abroad, you may continue to make and receive calls to US and Canadian numbers.
Calls cannot be made or received to numbers outside of the US and Canada.
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Workiz Phone plans come with a set number of minutes and messages that you can use on a monthly basis. What happens after reaching your plan's limits will depend on whether you have on-demand billing set up.
With on-demand billing, you can continue using Workiz Phone without interruption. After reaching your total minutes and/or messages, Workiz will begin charging you on a per-use basis. On-demand billing for Workiz Phone can be enabled or disabled at any point.
Without on-demand billing, reaching your plan limit means that you will no longer be able to make or receive calls until the next billing cycle.
To learn more about setting up on-demand billing, please see this article.
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No, phone plan minutes and messages do not roll over each month. At the start of each billing cycle, your available minutes and messages will reset to their monthly limits.
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If you entered a phone number when creating a new job but no longer see it after the job was created, it’s likely due to call masking restrictions on your user. Your user may only be permitted to view masked numbers.
This setting might have been enabled by your account admin. If you’re the admin, or if you believe this is an error, you can disable call masking from the call masking settings page.
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Workiz Phone voicemail messages can be accessed from both the web (desktop) and mobile apps. To learn more about how to access your voicemail inbox, please see the following articles:
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If your outbound calls are dropping almost instantly, it may be because your Workiz Phone number is being flagged as an illegitimate business number. This can happen due to a history of spam-like activity, such as a high volume of unanswered calls or consistently short call durations. This number was likely flagged prior to your purchase.
This can be resolved by registering your phone number with the major carriers in North America (e.g., T-Mobile, Verizon, AT&T). To learn more about registering your number, please see this article.
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The pool of phone numbers available to use with Workiz Phone is often shared with platforms that may be easily accessed by scammers. As a result, your number may have been previously flagged as illegitimate due to a history of spam-like activity. This likely occurred before you purchased the number.
Businesses in the US can help resolve this by setting up a caller ID, which replaces the "spam risk" label with your business name. For more information on setting up your caller ID in Workiz, please see this article.
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If you have multiple phone numbers, the one that is used for making outbound calls will depend on how your account is set up and the type of call you are making. For example:
- If you return a missed call using click-to-call (i.e., selecting the missed call from your call log), the outbound call will be made from the same number that the original missed call was directed to. This way, your clients can more easily recognize the number and are likelier to answer the call.
- If you are manually dialing a number from the Workiz dialer, you will have the option of choosing the number that you want to dial from. Without making any changes, this will default to your primary Workiz number, which can be configured from your Numbers settings page.
- If you’ve enabled call masking for a team member, any calls they make to clients will display the number you selected when setting up call masking. This could be your primary business number, a specific number tied to the service area, or the technician’s actual phone number.
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The phone number displayed on the client portal is based on the number you have saved under your account settings.
The phone number displayed on estimates, invoices, and other documents also usually comes from your account settings. Document templates often use short code, which creates dynamic placeholders for specific information (e.g., client name, client address, etc.). Most documents use the short code {{account.myCompanyPhone}} to automatically display the phone number from your account settings. If you would like to display a different number here, you can either change your account number or manually enter a specific phone number as static text in the document template.
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No, Workiz Phone numbers are typically not recommended for use with two-factor authentication. Since Workiz Phone messages are only accessible when you’re logged in, using it for 2FA would create a loop where you can’t access the passcode needed to log in.