Live calls from Upflow

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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Before you start

Your customers’ contacts need a valid phone number, with the accurate country/area code (+33 for France, +44 for the UK, etc.) to be reachable. The number can contain hyphens, dashes or spaces, or none at all, as long as the + and country code are there. 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.

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Set up Live Calls

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Turn Live Calls on

From your Settings > Calls section, enable Live Calls.

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Add call actions to your workflows

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 type, name it for internal usage, select the owner(s) and the trigger. Then the recipients, and type your script for your team to follow. Don’t forget to save.

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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.

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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Call your customers

Within a call action, you will see the Call now button, hit it, and get started. If the button isn’t available yet, head over to your Settings > Calls section, and go back to your pending action.

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Navigate phone menus with the dial pad

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.”

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End the call and log the outcome

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.

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Call recording & transcript

You can record the calls you place from Upflow and get an automatic transcript, so your team has visibility into how each conversation went. See Call recording & transcript to turn it on, start or pause a recording mid-call, and listen back.

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Good to know

• Upflow uses a 3rd-party to place your calls. When you hit the call button, they call your customer and put you through.
• Depending on usage, the calls are billed to you — see Live calls pricing.