Calls and texts

Calls and texts are built into Threadkite. There’s nothing to install: you call from your browser with a headset, or Threadkite rings your phone first. Every call is logged on the customer’s thread, with its recording when the call was recorded.

Turn on calling

Owners and admins set up calling.

1. Go to Settings > Calling and click Turn on calling.
2. Under The number customers see, add the number customers see when you call them, such as your main line.
3. Under Recording, choose whether to Let people choose for each call (turn this off if every call must be recorded, or none may be), and whether to Let people pause the recording during a call, for example while a customer reads out card details.
4. Under Where calls may go, tick the countries your team may call. Premium-rate numbers, emergency services and short numbers can never be called from Threadkite.
5. Set a Monthly spending limit if you want one.

Get a number

1. Go to Settings > Calling > Numbers and click Buy a number.
2. Choose a number and fill in Your business’s details if asked.

Numbers your customers can call (and text, where the number can) follow each inbox’s call settings. Open a number to set its Call routing: who to ring, whether to Ring the team in Threadkite first, where to Forward calls to, a Greeting, a Menu, Voicemail, and what happens When you’re closed.

If you no longer need a number, Release it. You can’t get it back.

Choose how you take calls

Each person chooses in Settings > Your profile, under Calls:

• From this browser: talk through your computer. A headset works best.
• Ring my phone: Threadkite rings your phone first; press 1 to call the customer. Confirm Your phone first.

You can set yourself as Available for calls or Away at the top of the page.

Make a call

1. Open the thread and click Call, or press c, or choose New > Call a number.
2. Talk to the customer. The call panel shows the call time and a keypad.
3. When it ends, say How did it go? and add notes.

The call is logged on the thread, with its recording if it was recorded. From the menu next to Call you can choose Record this call or Use my phone app instead.

When calling isn’t turned on, Call opens your computer’s phone app and you log the call yourself.

Texts

Customers can text your numbers where the number can take texts. Reply from the thread by choosing the text tab in the reply box. Customers who reply STOP are opted out of marketing texts.

Missed calls

You can send a text automatically to callers you miss. Turn on Text callers we miss for the inbox in Settings > Inbox and write The text.

Recordings

Recordings play on the thread for anyone who can see it. Owners and admins choose how long they’re kept with Delete recordings after.