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 and any previous conversation history.

To answer a call:

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

Call Routing Options#

You can configure how incoming calls are handled in your phone number settings. dialnote supports several routing actions:

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

• Simultaneous: All selected users ring at once. The first person to pick up gets the call.
• Sequential: 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 team members with Available status get rung. If someone is set to Away or Do Not Disturb, they're skipped automatically.

AI Agent - Let your AI agent handle the call automatically. Great for after-hours support or initial screening.

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

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

Forward Call - Forward to an external phone number.

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

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. Click the Call Flow tab
4. Drag and drop actions to build your routing logic

Business Hours#

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

1. Go to your phone number's Business Hours tab
2. Set your timezone
3. Define hours for each day of the week
4. Configure what happens outside business hours (voicemail, AI agent, etc.)

You can choose from three schedule types:

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

During an Active Call#

Once connected, you have full control over the call:

• Mute (Ctrl+M) - Toggle your microphone on/off
• Hold (Ctrl+H) - Put the caller on hold with music
• Record - Start/pause/resume call recording
• Keypad (Ctrl+K) - Send DTMF tones for phone menus
• Add Participant - Bring another person into the call
• End Call - 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. You can set up different replies for these scenarios:

• Missed call (general)
• Missed call with no voicemail left
• Missed call with voicemail left
• Incoming text message

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.

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

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.