What is the Call Logs Report? Every call and text your team makes through Shape is saved automatically, both on the customer’s record and in your reports. The Call Logs Report and the reports around it show managers how their team is spending time on the phone, and give every user a complete history of […]
What is Time Zone Protect? Time Zone Protect makes sure your team only calls and texts leads during their local calling hours. Shape figures out where each lead actually lives, then warns your team before they call or text a lead outside that lead’s calling window. It runs automatically in the background. Your team doesn’t […]
Getting an inbound call is only part of the story. Managers also need to know whether the call was answered, who received it, how long the conversation lasted, and what happened when a call didn’t connect. Shape’s inbound call reporting gives teams visibility into how incoming calls are handled across their organization. You can use […]
What is QuickFire Connect? QuickFire Connect is Shape’s speed-to-lead tool. When a new lead arrives or a customer calls in, QuickFire Connect shows a popup on the screens of everyone eligible to take it. The first person to accept connects with the customer right away. Instead of waiting for a lead to be assigned and […]
Learn how Call Waiting works in Shape Software, manage incoming calls while you’re already on the phone, and choose whether to hold, decline, or switch calls. Call Waiting Call Waiting allows you to manage incoming calls while you’re already on an active call. Instead of automatically sending the second caller to voicemail or missing the […]
Learn how to connect your RingCentral account to Shape Software using either the RingCentral desktop application or RingOut API to enable outbound click-to-dial functionality throughout the CRM. Live Call Monitoring in Shape Software Shape’s Live Call Monitoring feature gives authorized managers and administrators the ability to listen to active phone conversations in real time using […]
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, […]
Learn how to use the Dial Pad, Hold, and Mute features in Shape Software while managing live phone calls. Dial Pad, Hold & Mute Shape’s dialer includes several tools that help you manage live phone conversations without leaving the CRM. These tools allow you to: Enter phone extensions and IVR menu selections Temporarily mute your […]
Learn how to create and use Call Scripts in Shape Software to provide consistent conversations, improve customer experiences, and give agents instant access to talking points during live calls. Call Scripts Call Scripts provide your team with pre-built talking points, questions, rebuttals, and reference materials that can be viewed during a live phone call. Rather […]
Learn how to create, manage, and use pre-recorded voicemail messages in Shape Software to leave consistent voicemail messages faster while remaining compliant with industry regulations. Outbound Voicemail Drop Outbound Voicemail Drop allows users to leave a pre-recorded voicemail message instead of repeating the same message throughout the day. repeating the same message throughout the day. […]
Learn how to transfer calls in Shape Software using warm transfers, cold transfers, direct line transfers, ring groups, and QuickFire Blasts. Transferring Calls in Shape Software Whether you’re handing a customer off to another loan officer, transferring a prospect to an insurance agent, connecting a borrower with processing, or routing a policyholder to customer service, […]
Inbound call routing decides what happens from the moment someone calls one of your Shape phone numbers: who rings, in what order, who owns the record, and where the caller ends up if nobody answers. A well-built route means callers reach the right person faster, fewer opportunities are missed, and your CRM stays accurate without […]
Learn how Local Presence automatically selects the best available local caller ID for outbound calls and text messages to improve answer rates, customer recognition, and engagement. Local Presence Local Presence automatically selects the best available phone number for outbound calls and text messages based on your customer’s location. Instead of always displaying the same caller […]
Learn how to upload, manage, and assign inbound voicemail greetings in Shape Software so callers hear the appropriate message when a call isn’t answered. Inbound Voicemail Recordings Inbound Voicemail Recordings are the voicemail greetings callers hear when an inbound call reaches voicemail. These greetings reassure callers that they’ve reached the correct business or person and […]
A call queue allows you to call down a list of records, back-to-back, in order. You can use a call queue with regular list pages, filtered list pages, or prioritized list views. It is recommended to organize your columns to have your status column in your view to be able to easily status the record […]
If you’re experiencing issues with call forwarding when dialing through Shape software, this guide contains helpful troubleshooting tips to ensure settings on your device are not interfering with the forwarding process. Setting Up Call Forwarding in Shape Before going over troubleshooting, let’s ensure we have our call forwarding settings enabled. Click the phone icon on […]
Learn how Shape Software receives warm transfers from lead providers and third-party call centers, including inbound call routing, automatic record assignment, call waiting, and best practices. Receiving Warm Transfers from Lead Providers & Call Centers Many mortgage companies and insurance agencies work with lead providers or third-party call centers that qualify prospects before transferring them […]
Learn how to configure your Call Forwarding phone preference in Shape. Receive inbound calls and make outbound calls using your mobile phone or desk phone while continuing to use Shape’s built-in phone system. Call Forwarding in Shape Shape offers two methods for making and receiving phone calls: Webphone – Make and receive calls directly from […]
Before configuring your user profile phone settings, please be sure that you’ve successfully enabled your phone integration, purchased a phone number, verified caller ID numbers, and added usage credits. If you haven’t done this yet, please visit the “Manage Call Settings” setting page and follow this guide. Local Presence Settings Before using local presence in […]
What is Voice Dictation? Voice Dictation, or voice-to-text, allows you to take down notes and write out SMS messages by clicking a microphone icon and speaking into your microphone/web browser. This feature saves you tons of time as people can typically talk faster than they can type. Take Notes with Voice Dictation To use Voice […]
Learn how to use Shape’s browser-based Webphone to make and receive calls, configure your phone preference, optimize call quality, and access native calling features. Using the Webphone The Webphone is Shape’s browser-based softphone that allows you to make and receive calls directly through your computer using your internet connection. Instead of forwarding calls to your […]
How are Call Outcomes Utilized in Shape? Call Outcomes are statuses used to disposition a call once completed. Set your calls as “Bad Number” “Interested” “Not interested” or add custom call outcomes to your system! Configuring your Call Outcomes Go to Settings>Call Outcomes Start by navigating to “Settings” in the top navigation bar. Next click […]
How do you Block Unwanted Communications? Your Shape system empowers you to proactively block unwanted inbound calls & texts from specific numbers, offering a robust solution to stop unsolicited communication. Adding Numbers to your Block List 1. Go to Settings > Block Inbound Numbers First navigate to “Settings” in the top navigation bar then click […]
Spam labels can make it significantly harder for customers and prospects to recognize and answer legitimate business calls. If an outbound number begins appearing as Spam Likely, Scam Likely, or another warning, answer rates can drop even when the recipient knows your business or is expecting your call. Shape’s Spam Remediation helps organizations monitor the […]
Configure Shape Software’s cloud phone system, including phone providers, phone numbers, caller IDs, texting, call recording, spam remediation, and more. Phone System Configuration in Shape Software Shape Software includes a fully integrated cloud phone system that allows your organization to make and receive calls, send and receive text messages, route inbound calls, assign dedicated phone […]
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