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Don’t lose context as you switch tools and call your customers directly from Upflow. You can call from a shared Upflow number or from your own verified business number, so your calls look credible and get answered.

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Important

Ensure your contacts have a phone number in Upflow. If they are synced from your accounting tool or Salesforce, ensure to update the phone number there. If the contact was created in Upflow, you can update their phone number manually or via CSV. Ensure your customers’ contacts have a valid phone number, with the accurate country/area code (+33 for France, +44 for the UK, etc.). The phone format can contain hyphens, dashes, spaces, or none, as long as the +/country/code area are there.

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Set your outbound caller ID

By default, calls are placed from a shared Upflow number. To make your calls more recognizable, you can call from your own verified business number instead — customers are far more likely to answer a number they know. From your Settings > Calls section, open Set outbound phone numbers and enable Custom Caller ID.

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Verify a number you own

  1. Add the phone number you want to call from.
  2. Upflow shows a verification code on screen.
  3. You’ll receive a call on that number — answer it and enter the code on your phone’s keypad when prompted.
  4. Once confirmed, the number is verified and ready to use.
Help
You can add and verify several numbers this way. Editing or removing a number clears its verification.

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Choose a default number

Set one of your verified numbers as your organization’s default. It applies to everyone on your team.

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Pick a number for a specific call

When you start a call, the number it will go out from is shown, pre-filled with your organization’s default. You can change it for that call before dialing — useful when a customer is more likely to answer a local number.
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Configuration & Usage

From your Settings > Calls section, enable the following option:

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Configure your call actions

From your workflow(s), add call actions and configure them based on your needs. Note that our default workflows already contain a call action. As for any other action types, name it for internal usage, select the assignee(s), the trigger. Then the recipients, and type your script for your team to follow. Don’t forget to Save!

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Call your customers

Within a call action, you will see the “Call now” button, hit it, and get started. If this is not available yet, head over to your Settings > Calls section, and go back to your pending action. Once your call is over, click the phone icon to stop: Finally, don’t forget to close your pending action and specify the call disposition. Note: The first time you use this feature, we’ll request access to your microphone. Some customers route calls through a phone menu (IVR) or ask you to dial an extension. Use the in-call dial pad to send those digits without leaving Upflow. Once your call is answered, click the dial pad button in the call controls to open the keypad. The button is unavailable while the call is still ringing. From the dial pad, you can:
  • Click any key (0–9, *, #) to send the corresponding tone.
  • Type the digits on your keyboard while the pad is open.
  • See the digits you’ve entered so far during the call, displayed above the keys.
Use it to reach the right department in an automated menu, enter an extension, or respond to prompts like “press 1 to continue.” → Upflow uses a 3rd-party to allow you to call your customers. → By default, calls are placed from a shared Upflow number. You can also call from your own verified number — see Set your outbound caller ID above. → When you hit the call button, they will call your customers and put you through. → Your contacts should have a phone number in international format to be reachable (e.g. +33601483057). If a number isn’t in international format, Upflow uses your organization’s default country code to place the call. → Depending on usage, the calls are billed to you. → You also have the option to activate call recording and transcripts (see below).

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Call recording & transcript

Thanks to call recording and transcripts, you can gain visibility into previous calls and understand how they went. Once activated, all your calls can be recorded, and you are no longer left wondering how it went for your team.

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Activating call recording & transcripts

To activate that feature, head to the calls settings and toggle on Call recordings. It will automatically include the transcripts. We recommend you also toggle on the Start recording option when the call starts, so you never forget about it.

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Recording a call

If you haven’t activated the call recording by default, you can do so right after the call starts. You will see a red dot next to your microphone whenever a call is being recorded. You can pause the recording at any time and restart afterward. 📌 Please note that there is no automatic mention that the call is being recorded. If you operate in a jurisdiction requiring bi-directional consent to recording, we recommend you tell your contact.

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Listening to call recordings

You can listen to the call recording a few seconds after the call. Head to your customer’s timeline to access it. Simply use the player to listen to each conversation: If needed, you always have the option to delete the call recording, hit the Delete recording button to do so:

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Reading call transcripts

Click on the expand button to see the transcript of the call. You will be able to see what each speaker said as well as when they said it. → Please note that transcripts are only available in English today.