Receiving Calls

When someone calls your dialnote number, you'll see the call come through on your desktop or mobile app. You can answer, decline, or let it go to voicemail based on your routing rules.

Answering Incoming Calls#

Incoming calls appear as a popup notification with the caller's information. If the caller is in your contacts, you'll see their name instead of the raw number. Past messages and calls stay in the inbox conversation thread, not on the call popup.

Calls from numbers on your blocklist never get this far. They're refused before anything rings, reaches voicemail, or enters a call flow. See Blocking Numbers.

To answer a call:

1. Click the green phone button (on mobile, tap Accept)
2. The call connects and you can start talking
3. Use the call controls to mute, hold, or record

To decline a call:

1. Click the red phone button (on mobile, tap Decline)
2. The call routes to your next action (voicemail, another team member, or ends)

On desktop you can also press Enter or Space to answer an incoming call without reaching for the mouse. For the full set of in-call shortcuts, see Making Calls.

Call Routing Options#

You can configure how incoming calls are handled in your phone number settings. Editing the Call Flow, Business Hours, Auto-Replies and AI & Intelligence sections takes org owner or admin rights, or ownership of that number. Everyone else sees them read-only. dialnote supports several routing actions:

Ring Team - Route calls to specific team members. Choose between:

• Everyone at once: All selected users ring at once. The first person to pick up gets the call.
• One by one: Users ring one at a time in order. If the first person doesn't answer within the ring timeout, dialnote moves on to the next person in the list.

Only routable team members get rung. Available users ring first. People set to Do Not Disturb or already On Call are skipped, so a caller never reaches someone mid-conversation. Members who were auto-set to Away by the system can still be rung. Someone who manually marked themselves Away is only tried as a last resort with One by one, and isn't rung at all with Everyone at once. See Team Availability for how each status behaves.

AI Agent - Let your AI agent handle the call automatically. Great for after-hours support, or for collecting the details you want from every caller.

Phone Menu - Play a menu and let callers press keys to route themselves (e.g., "Press 1 for sales, 2 for support"). See IVR Menus.

Voicemail - Send calls directly to voicemail with a custom greeting.

To send calls to an outside phone number, use the number's Forward Existing Line section instead. Forwarding isn't an action you can add in the call flow builder.

Play a Message - Play a message (text-to-speech or audio file) before routing to the next action.

For the full list of routing actions and the visual builder, see Call Routing.

Setting Up Call Flows#

Call flows let you chain multiple actions together. For example:

1. Play a greeting message
2. Ring your sales team for 30 seconds
3. If no one answers, go to voicemail

To configure a call flow:

1. Go to Settings → Phone Numbers
2. Select the phone number you want to configure
3. Open the Call Flow section and click Configure call flow (once the number has a flow, the button reads View Complete Flow)
4. On the canvas, click a dashed + placeholder, pick an action from the list, and fill in its form

Business Hours#

Control when and how calls are handled based on the time of day:

1. Go to your phone number's Business Hours section
2. Turn on Enable business hours
3. Set your Time zone
4. Define hours for each day of the week

The section sets the schedule only. To control what happens outside those hours (voicemail, AI agent, etc.), add a Business Hours action to the call flow and wire its During hours and After hours branches.

You can choose from three schedule types:

• Custom: Different hours for each day
• Weekdays: Monday through Friday schedule
• Every day: Same hours every day

During an Active Call#

Once connected, you have full control over the call:

• Mute (Ctrl/Cmd+M) - Toggle your microphone on/off
• Hold (Ctrl/Cmd+H) - Put the caller on hold with music
• Record - Start/pause/resume call recording. Pause is locked during your trial and until your business details are approved, so calls stay recorded
• Keypad (Ctrl/Cmd+K) - Send DTMF tones for phone menus
• Add Participant - Bring another person into the call
• Transfer - Hand the call off to a teammate (warm or cold)
• End Call (Esc) - Hang up

Missed Call Handling#

Not every call gets answered. dialnote gives you options to make sure missed callers still get a response.

Queue fallback - If you've set up a call queue, unanswered calls can automatically redirect to the queue. Callers hear hold music while waiting for the next available team member. Enable this in your phone number's call flow settings.

Auto-reply SMS - Send an automatic text message when you miss a call. The section has two replies:

• Missed call auto-reply: sends an SMS when an inbound call is missed
• Incoming message auto-reply: sends an SMS when a new message comes in

You can also create separate auto-reply messages for during and after business hours. Go to Settings → Phone Numbers → select your number → Auto-Replies to configure these. A per-hour limit keeps a single contact from getting spammed with repeat replies, and you can hand incoming texts to an AI message bot instead of a fixed reply. Auto-replies go out as SMS, so the whole section stays greyed out until the number has messaging turned on (Enable SMS to configure) and, for US numbers, A2P 10DLC registration is approved (Requires A2P 10DLC to send). For the full setup, see Auto-Replies.

Notifications#

dialnote sends push notifications to your browser and mobile app when a call comes in. You won't miss calls even if the app isn't in focus.

To manage notification settings:

1. Go to Settings → Notifications
2. Allow browser notifications when prompted
3. On mobile, make sure push notifications are enabled in your device settings

After the Call#

When a call ends, dialnote processes it automatically:

1. Transcription - AI generates a full transcript of the conversation
2. Summary - A quick overview of what was discussed
3. Action Items - Tasks mentioned during the call
4. Tags - AI-suggested tags for organization

These run automatically when AI transcription is on for the number. Summaries and the action items inside them need a transcript with at least 50 words, so very short calls get skipped. Tagging works on any transcript. The number's AI & Intelligence settings hold the AI transcription, AI summaries and AI call tagging toggles. Action items follow the AI summaries toggle. See AI Transcription & Summaries.

You can find the call in your inbox along with the recording, transcript, and notes. The conversation thread keeps all interactions with that contact in one place.

What's Next#

• Voicemail — set greetings and review messages
• Call Recording — record, store, and play back calls
• Call Routing — build call flows with IVR, ring groups, and business hours
• Call Queues — hold callers in line for the next free agent
• Making Calls — place outbound calls and use in-call controls
• Blocking Numbers: stop a number reaching your team, in both directions