Manage Call & Text Settings in Shape Software

Phone Settings

Add calling, messaging, and phone numbers to roll out new ways of communication within your Shape Sofrware system. In order to make calls, receive calls, and send and receive text messages, you must enable your call settings and add usage credits. You must have at least one Shape Software phone number in the system, which you can get below by pressing “Get Phone Number” in the table below and choosing your area code of choice. Your Shape Phone number is multi-functional and supports calling and texting on the same number.

Step 1:  The first step in enabling your calling and SMS capabilities, click on “Settings” in the gradient navigation bar and under the “Phone Settings” category on the left hand side, go to “Manage Call Settings”

Step 1: The first step in enabling your calling and SMS capabilities, click on “Settings” in the gradient navigation bar and under the “Phone Settings” category on the left hand side, go to “Manage Call Settings”

Step 2:  In order to get phone numbers and use calling, texting, and call recording, make sure that you have usage credits. If you see a red announcement bar across the top of your screen and “Add Usage Credits” is red, you need to add some usage credits to use the phone and texting capabilities. Note: You are in control of your variable usage credits. Put as much or as little usage credits on your account. This credit applies to your system as a whole and as you use usage credits, it will deduct from the balance and will alert you when you’re running low. Your usage credits do not expire if you do not use them, the balance rolls over month to month. Usage credits must be paid for by credit card only. We do not accept ACH for usage credits.

Step 2: In order to get phone numbers and use calling, texting, and call recording, make sure that you have usage credits. If you see a red announcement bar across the top of your screen and “Add Usage Credits” is red, you need to add some usage credits to use the phone and texting capabilities. Note: You are in control of your variable usage credits. Put as much or as little usage credits on your account. This credit applies to your system as a whole and as you use usage credits, it will deduct from the balance and will alert you when you’re running low. Your usage credits do not expire if you do not use them, the balance rolls over month to month. Usage credits must be paid for by credit card only. We do not accept ACH for usage credits.

shapesoftware-manage-calling-texting-settings.png
Step 3:  Enable your phone integration on by switching the phone integration toggle to on.

Step 3: Enable your phone integration on by switching the phone integration toggle to on.


Shape Software Phone Numbers

You must have at least one Shape phone number in the system, which you can get below by pressing “Get Phone Number” and choosing your area code of choice. If no phone number in that area code is available, please try another area code.

Step 4:  You must have at least one Shape phone number in the system, which you can get below by pressing “Get Phone Number” and choosing your area code of choice. All users can share the same phone number. It is not necessary to have a dedicated line per user. To show different phone numbers when calling out, verify caller ID numbers (follow steps below) and set an inbound call route to route inbound calls to the right user when calling in on the Shape line.

Step 4: You must have at least one Shape phone number in the system, which you can get below by pressing “Get Phone Number” and choosing your area code of choice. All users can share the same phone number. It is not necessary to have a dedicated line per user. To show different phone numbers when calling out, verify caller ID numbers (follow steps below) and set an inbound call route to route inbound calls to the right user when calling in on the Shape line.

Step 5:  Search for phone numbers by area code and select the desired Shape phone number. Note: this number you can mask with Caller ID settings (see below). However, this is the number that will show on SMS messaging.

Step 5: Search for phone numbers by area code and select the desired Shape phone number. Note: this number you can mask with Caller ID settings (see below). However, this is the number that will show on SMS messaging.

Step 6:  Buy the phone number of your choosing.

Step 6: Buy the phone number of your choosing.

Note:   If you are searching for area codes and get an error message, please either try again in a couple days. Phone numbers are replenished on a weekly basis. Some phone numbers (such as 800 area codes) are no longer available due to the popularity.

Note: If you are searching for area codes and get an error message, please either try again in a couple days. Phone numbers are replenished on a weekly basis. Some phone numbers (such as 800 area codes) are no longer available due to the popularity.


Verified CID Phone Numbers for Outbound Calling

An existing non-Shape phone number, like the number to a wireless phone or a landline in your home or office, must be validated here before it can be used for outbound calling. Enter in your phone number and press “Verify Caller ID” to receive your verification code. You will immediately get a call to the phone entered to register the caller ID number with your validation code provided. If the caller ID is verified, you can mask your assigned Shape phone number in the system with your phone number of choice. Capabilities: Verified phone numbers can only be used as a Caller ID for placing outbound calls text message caller ID masking is not supported.

Step 7:  Have existing phone numbers such as a personal line, company phone number, or mobile number that you’d like to use instead of the Shape phone number? Verify Caller ID phone numbers by pressing the “Add Caller ID Number” button.   Note:   Verified phone numbers can only be used as a Caller ID for placing outbound calls text message caller ID masking is not supported.

Step 7: Have existing phone numbers such as a personal line, company phone number, or mobile number that you’d like to use instead of the Shape phone number? Verify Caller ID phone numbers by pressing the “Add Caller ID Number” button. Note: Verified phone numbers can only be used as a Caller ID for placing outbound calls text message caller ID masking is not supported.

Step 8:  Put in the phone number you’d like to verify. A verification code will show up at the bottom of the screen. You’ll get a phone call to the phone number immediately, so be prepared to answer the phone to enter in the verification code on your screen. After inputting the code correctly, the phone call will give you verification. Refresh the screen, and this number will now be available to use for outbound caller ID masking.

Step 8: Put in the phone number you’d like to verify. A verification code will show up at the bottom of the screen. You’ll get a phone call to the phone number immediately, so be prepared to answer the phone to enter in the verification code on your screen. After inputting the code correctly, the phone call will give you verification. Refresh the screen, and this number will now be available to use for outbound caller ID masking.

Note:   You must use a valid phone number to verify. You will get an error message if the phone number is invalid.

Note: You must use a valid phone number to verify. You will get an error message if the phone number is invalid.


User Caller ID Settings

After verifying caller ID phone numbers above, users can then mask the Shape phone number in the system with a phone number of choice for outbound calling. See what Caller ID numbers your users have set up in their profile and add and edit users caller ID phone numbers here.

Step 9:  After verifying caller ID phone numbers above, choose what phone numbers your users are using for outbound caller ID.

Step 9: After verifying caller ID phone numbers above, choose what phone numbers your users are using for outbound caller ID.


Finishing Touches

Make sure to select your primary calling and SMS numbers as fallback numbers and choose to record calls automatically or to allow your users the ability to choose when to record. Please note: SMS numbers can only be Shape phone numbers. Notice: Shape Software recommends that you consult with your legal counsel to make sure that you are complying with all applicable laws in connection with communications you record or store using Shape Software.

Primary Phone Numbers:  After purchasing Shape numbers and verifying caller ID numbers, choose your primary Calling Phone number and Primary SMS fallback numbers. This will be the fallback number if a user doesn’t choose a Caller ID number or a template doesn’t have a “From” number selected.

Primary Phone Numbers: After purchasing Shape numbers and verifying caller ID numbers, choose your primary Calling Phone number and Primary SMS fallback numbers. This will be the fallback number if a user doesn’t choose a Caller ID number or a template doesn’t have a “From” number selected.

Recording Options:  On the popup, users can choose to start recording calls. However, if you choose to record all calls automatically, please select this check mark in the call settings. Please see disclaimers below regarding call recording.

Recording Options: On the popup, users can choose to start recording calls. However, if you choose to record all calls automatically, please select this check mark in the call settings. Please see disclaimers below regarding call recording.


Legal Considerations with Recording Phone Calls

In the United States, there are laws and regulations at the federal and state level that apply to recording calls, including California’s Invasion of Privacy Act and similar laws. Certain federal and state laws require that you have the consent of at least one of the participants before recording a call. Other states have laws that require you to obtain consent from every participant before recording a call. There are also laws outside the United States, such as in the European Union, that require you to get the consent of participants before recording a call.

In addition to legal requirements regarding consent, there may also be laws governing how you use, disclose and secure your call recordings depending not only on where your participants are located, but also on business sector specific laws or industry standards.

Determining which laws apply to recording a call can be complicated when participants are in multiple states or countries, or if you cannot be sure about the location of one or more call participants. For these reasons, it is important to familiarize yourself with the laws and standards that will apply to your specific call recording use case to make sure that you record calls in a legally compliant manner.

Some Best Practices for Call Recording

Getting Consent: Shape Software requires its customers to comply with all applicable laws. Because the consent laws vary and it can be difficult to determine the location of a call participant, it is best practice to comply with the strictest consent laws and obtain consent from all participants before recording a call. In doing so, it is best practice to provide a clear explanation to all call participants that you may or will record the call. It is also best practice for you to disclose to your users prior to recording that you are using a third party communication provider (Shape Software, Twilio) to record and store your communications with them.

The right way to obtain consent will depend on your use case and your relationship to the call participants being recorded. A common way many customers do this is to play a Greeting Message before the call recording is started in which it is disclosed to the participants that the call will be recorded. You can build this into your call flow in Inbound Call Routing. The right approach for your use case will depend on your specific situation and should be decided in consultation with legal counsel familiar with your business.

You should keep adequate records of how you obtained consent. You should also respect a participant’s choice not to be recorded. Shape provides voice call recording controls that support the starting, stopping, pausing and resuming of voice call recordings.

Storage, Use, and Sharing: Your call recordings can be found under “Reports.” Only Managers and Admins on the system have access to these reports. If your recordings contain particularly sensitive or highly confidential information, please reach out to support@setshape.com to enforce more advanced security features.

Further, you should make clear to your users how you plan to use and/or share recordings (or any information derived from them)—for example, by including this information in your publicly-posted privacy notice. And, you should make sure that you only use and share those recordings in a way that is consistent with what you told your users and all applicable laws. Finally, you should not keep call recordings you don’t need. Delete recordings by going to the “Reports” dropdown and deleting via the “Actions” options.

Notice

Shape Software recommends that you consult with your legal counsel to make sure that you are complying with all applicable laws in connection with communications you record or store using Shape Software.



Need More Help? Contact us at support@setshape.com