Who it is for
ContactRoll for home services and trades.
In a plumbing, HVAC, electrical or cleaning business the phone is where the work starts, and the people who answer it are often in a van. ContactRoll rings whoever is free, routes each number by the hour, lets a call be held, transferred and recorded, and puts every call, with its transcript if you switch transcripts on, on the customer’s record.
Calls that ring whoever is free
Each number rings a call group, such as the front desk or the on-call crew: everyone at once, or one at a time, longest idle first. A member on a call is never rung, and callers wait in line with the hold music you choose.
- A missed call or a voicemail opens a case, or joins the caller’s open case, so nothing waits on a sticky note.
- A live view of every call shows who is ringing, who is talking and who is waiting.
- Calls come in through your own Twilio account, which bills you directly, with no markup from us.
Routing by the hour, and by who is calling
Give a number its hours and a greeting, starting from one of six templates, and on Plus a menu of up to four keys, each ringing a call group. Out of hours it can say you are closed and take a message, or ring the on-call group.
- On Plus, owner-first ringing rings a known caller’s account owner alone for 5 to 30 seconds, before the greeting.
- Each setup is a version, and the one before comes back in one click.
- A caller who is already a customer is recognized by their number.
Hold, transfer and recording
Put a caller on hold and transfer them with a note. On Plus, a warm transfer lets the dispatcher talk to a colleague first while the caller holds. Switch recording on and every recorded call is announced to the caller first.
- Recordings stay in your own Twilio account, and play on the case or the customer’s page.
- Choose how long recordings are kept, from 30 days to a year, or until somebody deletes one.
- Switch transcripts on and each recorded call is written out speaker by speaker by your own Twilio, and search finds the words said on a call.
Also for your team
Callbacks and tasks
Log a call made on another phone, with how it went and a callback task in one click, and give any task a due date.
Quotes as deals
A deal has an amount, a stage and a close date, and each stage shows what its deals add up to.
In a truck or at a desk
Calls are placed and answered in the browser, and ContactRoll’s pages work at a phone’s width as well as at a desk.
Where to go next
Pricing
What each plan includes, and what calls cost.
See pricingGuides for your team
- Handling calls after hours as a small business
- How to set up a phone menu for a small business
- What is a ring group, and how should it ring?
- How to route calls to the customer’s account owner
- Warm transfer vs cold transfer: which to use
- Telling callers a call is recorded
- Using your own Twilio account for business calls
Comparisons
What five people would pay for the same at HubSpot, Zendesk, Pipedrive, Freshworks and Zoho.
See the comparisonsQuestions
Do we need desk phones?
No. Calls are placed and answered in the browser, on a computer with a microphone, through your own Twilio account.
What happens to calls after hours?
A number with no setup rings its call group in your business hours and offers voicemail outside them. A number’s setup can say you are closed and take a message, or ring an on-call group. A voicemail opens a case, or joins the caller’s open one, ready for the morning.
Can a customer reach the person who handles their account?
Yes, on Plus. A number’s setup can use owner-first ringing, which rings a known caller’s account owner alone for 5 to 30 seconds before the greeting.
Are calls recorded and transcribed?
When an administrator switches recording on. Every recorded call is announced to the caller first, and the audio stays in your own Twilio account. Transcripts are a second switch: your Twilio account writes them, and Twilio’s price is shown before you switch them on.