Access Your Voice Settings
To access your Voice settings, follow these steps.
For new users:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Select Communications from the Settings menu on the left.
Click the tabs at the top of the Communications settings page to open different Voice settings.
If you have the previous version of Settings:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Next, select Voice from the Settings menu on the left and use the dropdown arrow to expand different Voice settings.
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Phone Numbers
Your Phone numbers settings page allows you to set up, see, and manage all of your phone numbers, including your Main Business Line.
Purchasing Your Main Business Line
When starting your onboarding to Voice, you have the option to purchase a business line for your business.
If you choose to purchase a business line, you will be prompted to enter your desired area code and select a phone number.
Your Main Business Line will then be available to add to your call flows and begin making and receiving calls.
Porting Your Main Business Line
If you already have a business line you'd like to bring into your HCP account, you can do so by selecting the Yes option for the question, "Do you have an existing business number, and/or tracking numbers?" when onboarding to Voice.
If you choose to port your existing business phone number, you will be prompted to fill out and submit a Letter of Authorization (LOA) as well as upload your phone bill.
📌 Note: If you would like to test the Voice solution prior to your port finalizing, you will have the option to purchase a number in your phone number settings. That number will become a Call Tracking Number once the port is completed.
Once porting is complete, the number identified as your Main Business Line on the LOA will automatically be set as your Main Business Line.
You will then be able to add your business line to a call flow and start making and receiving calls in Housecall Pro!
Primary Number Onboarding
During the Get started phase of onboarding to Voice, you will be prompted to select a Primary Number.
Once your onboarding is complete, you will find your Primary Number on your phone number settings page.
How We Use Your Primary Number
Your primary number will be used for all calls and texts! This includes your automated texts like invoices and estimates, as well as your SMS campaigns through the Marketing Center product.
Porting Your Primary Number
After you complete your onboarding to the Voice feature, you will have the opportunity to port any existing business numbers.
Once porting is complete, the phone number you initially selected will become a Call Tracking Number, and the number identified in your LOA as primary will become your Primary Number.
Get a New Call Tracking Number
To get a new call tracking number, follow these steps.
For new users:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Select Communications from the Settings menu on the left.
Click the Phone Numbers tab in the Communications settings page.
If you have the previous version of Settings:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Next, select Voice from the Settings menu on the left and click Phone Numbers from the dropdown menu.
In your Phone Numbers settings:
Click the Get New Number button at the top of the Phone numbers settings page.
From there, please choose a lead source from the drop-down, or create a new one.
🔎 For more information on lead sources, check out Lead Source Overview in the HCP Help Center.
Lastly, you will choose your destination number.
Your destination number is the number you want to ring when someone calls your tracking number. We are essentially forwarding calls from the tracking number to this destination number. Using the area code from your destination number, we will search the phone number database and show you available tracking numbers.
Once you have selected a number, click Save in the bottom right corner of the window.
📌 Note: If there are no tracking numbers with that area code available, then we will prompt you to enter a 3-digit area code.
From there, you will be prompted with a dialog box that provides instructions for adding your tracking number to your advertising source.
You will now be all set up to use your call tracking number! You can test it by calling that number to verify it goes to the destination number.
Delete a Call Tracking Number
To delete your call tracking number:
Navigate to your Phone Numbers settings page.
Click on the More icon (three dots) to the right of the number you would like to delete.
Select Delete call tracking number from the drop-down.
From there, a dialog box will appear and prompt you to type Delete to confirm that you actually want to delete this call tracking number.
Next, click the Delete button in the bottom right corner of the window.
📌 Note: The lead source will still exist but will no longer be tied to the call tracking number. This means you will no longer be able to receive calls to that number.
Edit Destination Number or Lead Source
To edit your call tracking number:
Navigate to your Phone Numbers settings page.
Next, click on the three vertical dots icon to the right of the phone number you would like to edit, then select Edit destination or lead source from the drop-down.
From there, you will be prompted with a dialog box to make changes to the lead source or destination number. Make your changes and click Save in the bottom right corner of the window.
Add Call Tracking Numbers to Your Advertising Sources
We have provided a set of instructions for adding your call tracking numbers to the most popular lead generation platforms so that you can easily get your tracking numbers set up properly:
Google Business Profile
First, log in to your Google Business Profile.
Next, click on Info from the menu on the left.
From there, under your company info, you will see a phone icon. Click on the pencil icon to the right of the phone to make edits.
Next, add your tracking number as your primary business phone number. You can still have your company phone number as a secondary number.
Lastly, Click Apply.
Facebook Business
First, log in to your Facebook Business account.
Next, navigate to Business Tools and go to Business Settings.
Next, on the left menu, click on Business Info.
From there, under Business Details, click Edit and add your tracking number as your business phone number.
Facebook Page
Start by navigating to your Pages and opening up your page.
Next, go to About.
Then go to Contact and Basic Info on the left menu.
Next, click Add Phone.
Lastly, add your tracking number and click Save.
HomeAdvisor
Start by logging into HomeAdvisor Pro.
Next, go to Account and then Communication Preferences.
From there, go to edit Business Phone and add your tracking number, and click Save.
📌Note: This is a "gig economy" account, which means it has limited access to core features.
Angi’s (formerly Angie’s List)
First, go to your Profile and under My Business, click on Contact Information.
Next, update your phone number with your tracking phone number and click Save.
Yelp
First, go to the Business Information tab in the left menu.
Then click Add or Edit next to Business info.
Next, add your tracking phone number and click Save changes.
Thumbtack
First, log in to your Thumbtack account.
Next, open your profile by selecting the Profile tab at the top of the webpage.
Then click the View as customer button to see a preview of your profile.
Lastly, click Edit and add your tracking phone number.
Call Flows
Here's how you set up your VoIP call flow, which will dictate how your calls go through the system.
Create Call Flows
Call flows allow you to forward calls based on hours, configure how you want your calls to ring on the HCP web, and which audio file you want to be played for your voicemail. To create a call flow, follow the steps below.
For new users:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Select Communications from the Settings menu on the left.
Click the Voice tab in the Communications settings page.
If you have the previous version of Settings:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Next, select Voice from the Settings menu on the left and click Call flows from the dropdown menu.
In your Call flow settings:
Next, to create a call flow, click on the Create call flow button.
From here, we provide a template to help get you started.
Click the blue Next button in the upper right-hand corner to configure how the call goes through the system.
Editing Call Flows
To begin editing a call flow, click the More icon (three dots) to the right of your call flow row and select Edit call flow.
From there, you will be able to rename your call flow by clicking the pencil icon to the right of Default call flow.
You can also update the widgets in each call flow by selecting the widget, and then a right panel will open to allow you to make edits.
Configuring Widgets
Incoming Call Widget
The incoming call widget lets you decide which lead sources should be assigned to this call flow. You cannot remove a number from a call flow, but instead can assign it to a new call flow through that incoming widget.
Call Hours Widget
You can choose one of three options in the Call Hours widget:
Available 24/7: This will route all calls 24/7 to the next step in the call flow.
Use business hours from company profile: Based on the hours set in your company profile business hours settings, we will route calls if you are open or closed to the next step in the call flow.
Use customized hours for calls: This option will let you choose which hours you are open or closed and route calls to the next step based on that.
Simul-Ring Widget
The simul-ring widget will let you configure who gets rung. You can choose all available web phones, a specific employee, or a ring group. For more details about ring groups, click here.
Send to Voicemail Widget
The send to voicemail widget will send the customer to a voicemail. You can select whether the caller hears the audio file you select or a text-to-speech message, which you can configure. For more info on setting up your voicemail library, click here.
Forward Call Widget
The forward widget lets you forward your calls to an employee or to an external number. This will allow you to do rollover forwarding, so if you don't answer when it rings on HCP Web, you can forward it to another number.
If you have HCP Assist, we suggest you set up rollover forwarding so that you can forward the call to your answering service. If you don't have HCP Assist and want to learn more, check out this link.
Play a Greeting Widget
The play a greeting widget will play a message to the customer at the beginning of the call. You can select whether the caller hears the audio file you select or a text-to-speech message, which you can configure. For more info on setting up your audio library, click here.
Call Menu Widget
The call menu widget allows your customers to navigate to the right department by simply pressing an assigned number. It can be used to help reduce spam calls and get your customers routed to the right places.
Choosing a Call Menu Template:
When you add the call menu widget, you will have a few different Call Menu templates to pick from to help you get started:
Spam reduction
Basic
Basic + voicemail
You will only be able to add one call menu on each side of your call flow (one for open hours and one for closed hours).
You will then be guided to configure your Call Menu.
Configuring Your Call Menu:
You must have a message played to the customer so they know what options they have to pick from. You can do this in the Call menu by selecting one of the following options:
Audio file to upload a recording.
Text to speech to type your message and have it read to customers by the system.
📌 Note: To use Text to Speech, the Call Queue and/or Call Menu features must be added to your Call Flow.
As an example, your message might say, "Thank you for calling ABC Plumbing. To hear our business hours, press 1. If it's an emergency, please press 2 to be connected with our on-call technician. If you need to schedule an appointment, please press 3 to be connected with our office. If you want to leave a voicemail and have us call you back, please press 4."
Your message will repeat two times if no number or an invalid number is selected.
Under the "If no number or invalid number selected" section of configuring the Call Menu, you can select:
Disconnect the call
Send to voicemail
The voicemail message will be a default recording: "Thank you for calling. We are unable to take your call right now. At the tone, please record your message. When you've finished recording, you may hang up."
The call will be disconnected, or your customer will be sent to voicemail after your message has been repeated.
Click the blue Save button after making your selections to continue setting up your Call Menu.
From there, you can configure a call menu of a maximum of five options.
You can add widgets into each option so that you have sub-call flows or paths that the customer can go down based on the options they select.
Referencing the example above, we can have the "Press 1" option play a greeting that captures the business hours and then send the customer to voicemail. For the second option, you can have the call ring to your on-call technician and then fall back to voicemail.
Once you have configured your call menu, you can verify it by calling your phone number and testing it out.
Call Queue Widget
You can add a call queue widget to your call flow. This means that the call will enter the queue and be in a “waiting” state for you to answer the call.
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Add & Remove Steps to Your Call Flow
In your call flow, you can add or remove steps to your call flow. There are buttons on the call flow that let you add a step. This will open up a right menu to let you choose which widget to add.
You can also remove widgets by clicking the X in the right-hand corner of the widget.
Alternatively, you can remove a widget by clicking on the widget and selecting remove step.
📌 Note: You are only allowed to remove some widgets. If they are not removable, they won't have an X or remove step option.
Saving Your Call Flow
You can update (save) the call flow by clicking the blue button in the top right corner called Update Call Flow.
📌 Note: If you have a call in progress, updating your call flow may cause that call to fail.
Audio Library
The process below will walk you through how to upload your audio files so that you can create an experience for your customers that is custom to your business. The Audio library is where you'll add professional phone greetings and voicemails, which you can then use in your call flows.
Accessing Your Audio Library
For new users:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Select Communications from the Settings menu on the left.
Click the Voice tab in the Communications settings page.
If you have the previous version of Settings:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Next, select Voice from the Settings menu on the left and click Audio library from the dropdown menu.
Upload New Audio File
To get started, click on the Upload Audio File button, and you will be prompted with a dialog box to name your audio file and attach the file.
🛠️ Pro Tip: For a great voicemail greeting, let your customers know if you accept credit cards and/or offer consumer financing. Click here to learn more about Housecall Pro's consumer financing offering.
📌 Note: We only accept MP3 or WAV audio file types. If you try to upload the incorrect file type, we will provide an error message and inform you to try again.
After you have uploaded a file, click Save to continue.
Edit Audio File
If you have an audio file uploaded, you can edit it by clicking the three vertical dots to the right of the file name and selecting Edit audio file.
From there, you will be able to update the name or upload a new file. Once you've done this, click the Save button.
Delete Audio File
To delete an audio file, click on the 3 vertical dots to the right of the file name and click on Delete audio file.
📌 Note: If an audio file is being used in any of your call flows, you will not be able to delete it.
Ring Groups
Here's how you can create your Ring Group, which will dictate who rings when a call comes through the system.
Create a Ring Group
For new users:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Select Communications from the Settings menu on the left.
Click the Voice tab in the Communications settings page.
If you have the previous version of Settings:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Next, select Voice from the Settings menu on the left and click Ring groups from the dropdown menu.
In your Ring groups settings:
Click the New Ring Group button located at the top of the webpage.
From there, add a group name for your ring group and select the employees you wish to be part of your group. Your ring group can contain a maximum of 10 destinations.
📌 Note: If you don't see an employee you wish to add, that means that we can't find a device for them. Please have your employee open up the dialer in their account and try again to add the employee.
Next, click the blue Create Ring Group button in the top right corner of your screen.
You can then add this ring group to your call flow!
Edit Ring Group
To edit your ring group, select the three vertical dots in the table row and then select Edit ring group from the drop-down.
From there, you can make changes to the name of the group or edit its members. When you're done making your edits, click the blue Save button on the right-hand side of your screen.
Delete Ring Group
To delete your ring group, select the three vertical dots in the table row and then select Delete ring group from the drop-down.
Once you click delete, you will see a confirmation dialog box. Please note that your action cannot be undone.
📌 Note: If the ring group is being used in a call flow, you will need to remove it from that call flow before you delete it from your account.
Set up Call Recording
Here's how to set up call recording so that all calls, inbound and outbound, get recorded.
Toggle On Call Recording
For new users:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Select Communications from the Settings menu on the left.
Click the Voice tab in the Communications settings page.
If you have the previous version of Settings:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Next, select Voice from the Settings menu on the left and click Recording calls from the dropdown menu.
In your Call Recording Settings:
Then toggle on Inbound call recording and/or Outbound call recording. This toggle ensures that all of your inbound and/or outbound calls get recorded. Both inbound and outbound call recording will be defaulted to off.
Call Recording Notice
Once you toggle on call recording for either inbound or outbound calls, you will see a box with an option to play our call recording notice.
If the play call recording notice is turned on, then the caller will hear: "This call may be recorded for quality assurance purposes" before the call is connected.
If you wish to turn off that call recording notice, you may toggle it off, and a legal disclosure window will open, which will inform you about recording laws. You will need to check the box to agree to accept responsibility for compliance with these recording laws.
Once turned off, we will not play the call whisper before connecting the call. It will be your responsibility to inform the caller that the call is being recorded.
📌 Note: If the customer wishes not to be recorded, you will be able to turn on/off call recording while you are live on the call.
Lastly, these recordings will be accessible through your call log, which can be found in your Inbox.
📌 Note: There may be a short delay from when the call or voicemail is recorded and when it is accessible on the call log. The delay will vary depending on the length of the recording. You will need to refresh the call log browser tab for the recording to show.
Download Call Recordings
To download your call recordings:
Access your call log by clicking the Inbox tab in your HCP navigation bar. Then, select Call log from the menu on the left.
From there, click on a call to open the quick view window, then click the three vertical dots to the right of the recording.
Next, select Download from the menu that appears, and the call recording will be downloaded to your computer.
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Block phone numbers
When you receive spam calls, you can now block those numbers so you no longer receive calls from those spam numbers. When you block a number, any calls from that number will not appear on your call log or use your minutes.
Add a Phone Number to Your Block List
For new users:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Select Communications from the Settings menu on the left.
Click the Phone Numbers tab in the Communications settings page.
If you have the previous version of Settings:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Next, select Voice from the Settings menu on the left and click Block list from the dropdown menu.
In your Block list settings page:
Click the Add Number button at the top of the Block list page and add the number you wish to block, and click Save.
Remove Phone Number from Your Block List
To remove a number from the block list, click the remove button to the right of the phone number and click Remove Number to confirm.
For more information on how to block callers from the intake form or call log, please check out these help articles.
Track Your Call Usage
The Plan Usage page shows how many minutes you’ve used, how many remain, and how many days are left in your billing cycle. You’ll also see your package name, plan cost, and next billing date. If you’ve used overage minutes, this page will display the additional minutes and costs. If you're nearing your limit or have gone over, a warning or error message will appear to let you know you're at risk or exceeding your plan. To view your Voice plan usage, follow these steps.
For new users:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Select Billing from the Settings menu on the left.
Click the Plans & Payments tab in the Billing settings page.
Next to Voice, select the Manage button and then Plan usage in the pop-up window.
If you have the previous version of Settings:
Click the gear icon in the top right corner of your HCP account to go to Settings.
Next, select Voice from the Settings menu on the left and click Plan usage from the dropdown menu.
Need help or have questions?
We're here for you! Chat with Support using the Blue Chat Bubble in your Housecall Pro account, or give us a call at (858) 842-5746.