Inbound Call Experience in Shape
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Inbound Call Experience in Shape
Shape gives you flexible inbound call routing so calls can ring directly in the platform, route to your cell phone, or use a combination of both. This allows inbound calls to work around your workflow while ensuring no opportunities are missed.
How Inbound Calls Are Routed
Inbound calls to your Shape number follow customizable routing rules based on your preferences and availability. Calls can be handled entirely inside the platform using the web phone or forwarded to your mobile device when needed.
Inbound call routing options include:
- Ringing directly in the Shape web dialer
- Ringing your personal cell phone
- Attempting the web dialer first, then forwarding to mobile
Answering an Inbound Call in the Web Dialer
When an inbound call is answered through the web phone, Shape automatically opens the contact record associated with the caller. This ensures all relevant information is available immediately while you’re on the call.
Information available during the call includes:
- Contact details and record status
- Notes and prior communication history
- Text message conversations
- Active checklists and workflow progress
- Role-based tab views across the top of the record
Role-Based Views During Calls
The contact record view adapts based on department and role. For example, an LOA may see different tabs than a loan officer, ensuring each user sees only what’s relevant to their responsibilities.
These views can be customized to include:
- Lead and contact details
- Loan and property information
- Current lien and real estate data
- Application details as the record progresses
Application and Tracking Details
As a lead moves through the pipeline, Shape provides access to full application details and tracking data. The tracking tab summarizes critical information and highlights important milestone dates for quick reference during conversations.
You’ll also see key service providers tied to the transaction, including referral partners, buying agents, transaction coordinators, and more.
Fallback to Mobile Routing
If an inbound call is not answered through the web dialer, Shape can automatically route the call to your cell phone. This ensures inbound calls are still answered even when you’re away from your desktop.
Why This Video Matters
Inbound calls are often high-intent moments. Shape ensures that when a call comes in, you have instant access to the full contact record, communication history, and workflow details. This allows you to respond confidently, stay organized, and maintain continuity across every conversation without switching systems or searching for information.
