Masking Calls with Voice
Customers are often hesitant to answer unknown numbers. With our Voice solution, the option to mask your calls allows you to display your primary number on the customer's Caller ID, no matter which employee is making the call. This helps build trust, increases the chance that your calls are answered, and protects your team's personal phone numbers by keeping them private.
How Call Masking Works
Once call masking is enabled in your Housecall Pro account:
Make an outbound call to a customer by opening their Customer Profile on the mobile app and tapping the phone icon to the right of their phone number.
The system will then inform you that we will first call your number (saved in your Employee Profile) and then connect you to the customer.
Select the option to call your number.
Example: "Call (720) 819-5314."
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You'll then receive an incoming call on your phone. After accepting the call, you will be asked to confirm that you want to call the customer.
If you wish to continue placing the call, press 1 on the keypad - and that's it!
Your outbound call will then be placed, and your primary number will be displayed on your customer's Caller ID.
🛠️ Pro Tip: Once you have completed your call to the customer, it will appear in the Call Log in your Inbox on the HCP web portal.
How to Set Up Call Masking
To set up call masking, 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 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 Masking Calls from the dropdown menu.
In your Call Masking Settings page:
Click the toggle to the right of the setting, Mask mobile calls with my primary number.
Once enabled, anytime a call is made through the mobile app to your customer, the customer will see your primary number on their caller ID.
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.