Conference Calling (Merge) in Shape Software

Learn how to start conference calls in Shape Software, merge additional participants into a live call, and collaborate with teammates or external contacts without leaving the CRM.

Conference Calling

Conference Calling, also referred to as Merge, allows you to bring additional participants into an active phone conversation without ending the original call.

Unlike a transfer, where ownership of the conversation changes, conference calling keeps everyone connected on the same call. This makes it easy to collaborate with teammates, answer customer questions together, or introduce subject matter experts without interrupting the conversation.

Conference Calling is supported on Shape’s native phone system and works with both the Webphone and Call Forwarding.

Conference Calling vs. Call Transfers

Although both features allow you to involve additional people in a conversation, they serve different purposes.

If your goal is to introduce another person while remaining on the call, use Conference Calling.

If your goal is to hand the customer off to another person, use Call Transfer instead.

Starting a Conference Call

While you’re on an active call:

Unlike a warm transfer, the customer remains connected throughout the entire process.

Who Can You Add?

Conference Calling supports the same participant options available when transferring a call.

User

Search for and add another Shape user.

You’ll see each user’s current availability to help determine whether they’re available to join the call.

This is the most common option for collaborating with coworkers.

Direct Number

Need to bring someone in outside of Shape? Simply enter their phone number.

This is commonly used for:

• Customers
• Vendors
• Attorneys
• Realtors
• Insurance carriers
• Third-party service providers

Ring Group

Frequently conference with the same external team? Select one of your configured Ring Groups instead of manually entering the phone number each time.

Ring Groups are commonly used for:

• Branch offices
• Customer support
• Processing teams
• Underwriting
• External call centers

QuickFire Connect

Need to quickly locate someone from a larger group?

You can also use QuickFire Connect to notify multiple users at once. The first available user to accept the QuickFire request joins the conference call.

This is especially useful for organizations that need to quickly locate an available subject matter expert or transfer to a large team.

Common Use Cases

Conference Calling is useful anytime multiple people should participate in the same conversation.

Mortgage

Bring a processor or loan officer into the conversation to answer underwriting or documentation questions.

Insurance

Invite a manager or carrier specialist to assist with policy questions or claims discussions.

Sales

Bring a sales manager into the conversation to help close an opportunity.

Customer Support

Escalate technical questions without requiring the customer to repeat their situation.

Ending a Conference Call

Conference Calling is designed to keep everyone connected.

When you’re ready to end the conference:

• Any participant may disconnect individually.
• The remaining participants continue speaking until the conference ends.
• If the conference host ends the conference, the call ends for all participants.

Best Practices

• ✓Introduce everyone before beginning the discussion.
• ✓Briefly explain why additional participants are joining.
• ✓Use Conference Calling when multiple people need to contribute to the conversation.
• ✓Use Call Transfers when ownership of the call should change.
• ✓Use Ring Groups for external teams you contact frequently.
• ✓Use QuickFire Connect when you need to locate an available user from a larger group.

Frequently Asked Questions