You will need a phone number to make/receive calls through Swayze and to utilize SMS campaigns. Phone numbers purchased through Swayze also help with compliance since our system has a call-recording feature.
Note: Your account must be A2P verified before sending text messages. If you've submitted an A2P Registration Form, we'll complete that process on your behalf.
Purchasing a Phone Number
Buying a General Number
1. Go to Settings > Phone Numbers. Click Add Number then Add Phone Number.
2. Choose from the available numbers in the pop-up by clicking the radio button (circle) beside the number.
3. Click Proceed to Buy.
Buying a Specific Local or Toll-Free Number
1. Follow Step 1 above.
2. Click Filters.
3. Enter the 800 number or local area code in the Search by digits or phrases field OR check only Toll-Free under Number Type to view all available toll-free numbers.
4. Change the Match to selection to First part of number.
5. Click Apply. Select your number and then click Proceed to Buy.
Note: There's a monthly charge to keep your phone number. It's usually around the same cost as what you paid for the number.
Configuring Your Phone Number
1. Click the menu button for the number (3 dots) and then click Edit Configuration.
2. Put your cell number or business number in the Forward Calls to field.
3. Check the following boxes:
Enable Call Connect Feature
Whisper Message
Call Recording
4. Set the whisper message as "Incoming Swayze Call from {{contact.name}} press any key to accept".
5. Input the call recording announcement in the Call Recording field if state laws require it. If not, you can add a space so that the contact doesn't hear anything when the call connects.
6. Click Save.
Assigning a Phone Number
When managing several agents, assigning phone numbers makes it easier to organize leads and call recordings. Once assigned, users can make and receive calls to that number and send SMS from that number. A completed A2P must be linked to that phone number for SMS to send successfully. Use the steps below to assign a phone number.
1. Go to My Staff > Click the edit button (pencil) for the user you want to assign the number to.
2. Click Call & Voicemail Settings > Select the Inbound Twilio Number.
3. Save.
Setting up Voicemail
When a contact calls the Twilio number, we will ring the forwarding number for 10 seconds based on the call timeout set, after 10 seconds, if no one picks up, the contact will hear the voicemail recording.
For Users
Settings > My Staff tab > Edit User > Click Call & Voicemail Settings > Upload mp3/wav file
If the contact is assigned to the user OR if the phone number is assigned to the user, when they call the phone number and the user doesn't pick up, we will play the User's voicemail here.
Note: You need to be an Admin to access My Staff.
For Company
Settings > Business Profile tab > Scroll down to Call & Voicemail Settings > Upload mp3/wav file
When the contact calls the phone number that's not assigned to any users, and if the contact is also not assigned to any users, we will play the voicemail for the company if no one picks up.
Things to Note
To replace the original voicemail of the forwarding number, you'll need to set a "Timeout" number, otherwise, the call will ring by default for 60 seconds, during which time the original voicemail of the forwarding number will usually trigger and we will not be able to replace it with the uploaded recorded voicemail.
If a call comes into a Twilio number and a Timeout number is found but no voicemail files are found, the following default message will be played: "We are unable to take your call right now. Please leave a message after the beep."