Table of Contents
Support Guide
Using the Webphone in Shape Software
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Shape Software
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 mobile phone or desk phone, the Webphone uses your computer's microphone and speakers to facilitate the call, providing the fastest and most feature-rich calling experience available in Shape.
Because calls stay entirely within Shape, the Webphone supports every native calling feature, including call recording, transfers, conference calling, voicemail drop, call scripts, call monitoring, AI features, and much more.
For users who spend most of their day working from a computer, the Webphone is Shape's recommended calling method.
Before You Begin
Before using the Webphone, your organization's phone system must already be configured.
During onboarding, the Shape team will typically assist with:
- Enabling your phone integration
- Purchasing Shape phone numbers
- Configuring caller IDs
- Completing 10DLC registration (for texting)
- Adding communication usage credits
If your organization hasn't completed phone setup yet, contact your Shape Account Manager or visit Manage Phone Settings before continuing.
Why Choose the Webphone?
Compared to Call Forwarding, the Webphone provides a faster and more seamless calling experience.
Benefits include:
- No forwarding delay
- Native browser calling
- Full support for Shape phone features
- Faster call connections
- Easy call transfers and conferencing
- AI-powered calling features
- Live call monitoring
- Native call recordings
- No need to answer your mobile phone before placing outbound calls
If you spend most of your day at your computer making or receiving calls, the Webphone is typically the best option.
Browser Requirements
The Webphone works in all modern browsers.
For the best performance, we recommend using the latest version of Google Chrome.
Before using the Webphone, make sure:
- Your browser is up to date.
- Microphone permissions have been granted.
- Shape pop-ups are allowed.
- Browser performance settings don't place the Webphone into sleep mode while it's runs in the background.
Many browsers automatically suspend inactive tabs to conserve memory. If your browser includes performance or memory-saving features, we recommend configuring Shape and the Webphone popup to remain active.
Tip: Microphone permission is usually only required the first time you use the Webphone. If you're using a private or incognito browser window, you may be prompted again.
Selecting the Webphone
Your preferred calling method can be changed at any time.
Navigate to:
Profile → Phone Settings
or use the phone preference selector located within the dialer.
Choose:
Webphone
Once selected, all outbound calls and any inbound calls routed through the Call User rule will use the Webphone.
The Webphone Popup
The Webphone uses a small companion popup that facilitates calls in the background.
The popup can be minimized but should not be closed.
This allows you to:
- Continue working throughout Shape
- Open multiple Shape tabs
- Refresh pages
- Navigate between records
without interrupting your active call.
If the popup is closed, Shape will prompt you to relaunch it before placing another call.
Best Practice: Keep the Webphone popup minimized throughout the day. It consumes very few resources while ensuring you're always ready to make and receive calls.
Allowing Microphone Access
The Webphone requires access to your computer's microphone.
When prompted by your browser:
Allow Microphone Access
If microphone access is denied, the Webphone will be unable to place or receive calls.
If you accidentally denied permission, microphone access can usually be re-enabled from your browser's site permissions.
Receiving Calls
When an inbound call arrives:
- The dialer slideout opens automatically.
- A ringtone plays.
- Caller information is displayed.
- If you're already on a call, Shape displays the Call Waiting screen instead.
If your user profile is configured to automatically open records on inbound calls, Shape will also open the associated customer record.
If the caller already exists in Shape, the inbound call is associated with the existing record rather than creating a duplicate.
For mortgage organizations, inbound calls from a primary borrower or co-borrower's mobile, home, or work phone number will automatically open and log activity against the associated primary borrower record.
Making Calls
There are two ways to place outbound calls.
Click to Call (Recommended)
Simply click any supported phone number throughout Shape.
This is the fastest and most common way to place calls.
Manual Dialing
You can also use the dial pad within the dialer to manually enter a phone number.
If the number already matches one or more existing records, Shape automatically logs the outbound call activity to all matching records.
Features Available During a Call
The Webphone provides access to Shape's complete calling experience.
During an active call you can:
- Mute your microphone
- Use the keypad for extensions and IVRs
- Record calls
- Transfer calls (Warm, Cold, No-Hold)
- Merge conference calls
- Drop pre-recorded voicemails
- View call scripts
- Create notes
- Schedule calendar events
- Change customer status
- Update opt-out preferences
- Select call outcomes
For Shark Tank users, the end-of-call screen also supports Save and Get Lead, allowing you to immediately save your call and retrieve your next lead.
Finishing a Call
After ending a call:
1.
Select a Call Outcome (if required).
2.
Update the customer status, if needed.
3.
Add any notes.
4.
Click Save.
Once saved, the dialer closes, allowing you to immediately continue working.
Audio Devices
After endThe Webphone supports virtually any modern audio device, including:
- USB headsets
- Wired headsets
- Bluetooth headsets
- Built-in computer microphones and speakers
For office environments, we recommend using a dedicated USB or wired headset to improve call quality and reduce background noise.
Bluetooth devices are also supported, although they may occasionally reconnect to other devices depending on your operating system's audio settings.
If you experience audio issues, verify that both your microphone and speaker output are configured correctly within your operating system.
Best Practices
- Use Google Chrome whenever possible.
- Keep the Webphone popup open (minimized is fine).
- Allow microphone access.
- Allow Shape pop-ups.
- Exclude Shape from browser memory-saving or performance settings.
- Use a quality USB headset if making frequent calls.
- Use Click to Call instead of manually dialing whenever possible.
- Leave your Call Availability turned on when you're available to receive inbound calls and transfers.
Frequently Asked Questions
Why is my cell phone ringing instead of the Webphone?
Your phone preference is likely set to Call Forwarding. Switch your phone preference to Webphone from your profile or dialer.
Can I minimize the Webphone popup?
Yes. In fact, that's the recommended approach.
The popup facilitates calls in the background while allowing you to continue working throughout Shape.
Can I close the Webphone popup?
No.
Closing the popup prevents the Webphone from making and receiving calls. If it's closed, Shape will prompt you to relaunch it before placing another call.
Why can't anyone hear me?
Most microphone issues are caused by browser permissions or incorrect audio device selection.
Verify that:
- Microphone access has been granted.
- The correct microphone is selected.
- Your headset is connected.
Why can't I hear the customer?
Check your operating system's speaker or headset output settings.
In many cases, another audio device has been selected as the active output.
Does the Webphone support every calling feature?
Yes. The Webphone supports Shape's complete native telephony experience, including transfers, conference calls, recordings, AI features, call monitoring, voicemail drop, call scripts, call waiting, and more.
Can I switch to Call Forwarding later?
Absolutely.
Your phone preference can be changed at any time without requiring administrator assistance.
Does my Call Availability affect the Webphone?
Yes.
If your Call Availability is turned off, inbound calls and internal transfers that rely on your availability may bypass you until you're available again.
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