Making & Receiving Calls with a Linked Device

Funnel offers robust phone call functionality for site teams. Phone calls can be both made and received from within the Funnel browser. Calls can also be made and received through linked phones. Not only can calls be recorded, but they can be transcribed and all call activity is automatically saved on prospect profiles. This job aid will focus on calls made and received through a linked phone. Click here to access a word version of the job aid.

Phone Setup

In order to use the Funnel phone functionality each agent must:

Generate a Funnel Phone Number: each agent must have a Funnel specific phone number attached to their Funnel account. This can be set up in Settings → Calls and Texts.
Link external phone(s): once a Funnel number has been created by an agent, a forwarding phone number can be attached. In order to use a hard phone or desk phone for call functionality, this step must be completed.

Phone Communication in Funnel

Once an agent has set up a personal Funnel and forwarding number, phone functionality will be active and agents can make and receive phone calls through the Funnel system. Review each type of phone call scenario below to see how Funnel handles phone calls at a community:

Inbound Phone Calls from Existing Prospects

If a prospect already has a guest card and profile in the system and the prospect’s phone number is saved to their profile, Funnel will recognize the number, associate it to the prospect and the phone call will be recorded and logged on that prospect’s profile.

When the phone rings on the linked phone, the agent will answer the call on their device and in Funnel, will select Claim this call

The agent that clicks Claim this call, will see a confirmation modal

After claiming the call, the agent will see a simulated call banner in Funnel that does not have any call handling buttons. While on the call, the agent can take notes and update the guest card as needed.

When the call is ended (from the prospect’s end or from the agent’s linked device), the banner will disappear and the agent will see the Call Summary modal. The agent should add call notes and click Save Call.

Inbound Phone Calls from New Prospects

If a prospect is calling for the first time in Funnel the agent will be alerted in the browser as well as on any linked forwarding phone number(s). The phone number will appear, but no name will appear.

When the phone rings on the linked phone, the agent will answer the call on their device and in Funnel, will select Claim this call

The agent that clicks Claim this call, will see a confirmation modal

After claiming the call, the agent will see a simulated call banner in Funnel that does not have any call handling buttons. While on the call, the agent can take notes and update the guest card to reflect the new prospect’s information as needed.

When the call is ended (from the prospect’s end or from the agent’s linked device), the banner will disappear and the agent will see the Call Summary modal. The agent should add call notes and click Save Call. Now that the caller is saved in the system, they can call back using the same number and those calls will be recognized and attributed to this prospect’s guest card in Funnel.

Inbound Phone Call Recordings & Transcripts

Received calls are recorded, logged, and transcribed in the prospect’s messaging window history.

Outbound Phone Calls

Phone calls to prospects can be made directly from within the browser of a user or from a linked phone number. All calls made through Funnel are automatically recorded, logged, and transcribed. There is no way to manually enter an outbound phone call into the Funnel system. To make a phone call through a Funnel Navigate to the prospect’s guest card and select the green Call Button.