In this article, you will learn how to use call masking in the automated messages you send to members of your team.

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.

With call masking enabled for specific techs, automated texts and emails sent to them will also show the masked number, rather than the client’s real phone number, maintaining privacy for both parties. To learn more about setting up call masking, please see this article.

Creating your automation rule

In order to create automation rules, you will first need to enable the Workiz Automations add-on from the Feature Center. To learn more about enabling this feature, please see this article.

1. From the sidebar menu, select Automations
2. Select Add automation
3. Set up your automation rule as desired (e.g., when a job has a status of "in progress", send assigned tech a text/email immediately)
4. In your automated message, include the short code for job phone number ({{...}} primary_phone)
   
   

   The short code menu in the automation builder lists two phone number options related to your client: job phone number and client phone number. To ensure your tech sees the masked number, you must select job phone number ({{...} primary_phone) and not client phone number ({{...}} client_phone_number). The client phone number option will always display the client's actual number, regardless of whether call masking is enabled.

5. Save your automation rule

What you team will see

When your team members receive automated messages that include the job phone number, here's an example of what they'll see:

They can dial this number and extension from any device to reach your client without displaying the real caller ID.