Team Communication and Caller ID Behavior in Shape
Team Management
Learn how teams work in Shape and how users collaborate across roles.
Team Communication and Caller ID Behavior in Shape
Working deals often requires multiple team members collaborating on the same contact record. Shape is designed to clearly show how communication happens internally between users and externally to the contact, so everyone stays aligned throughout the process.
Internal Team Collaboration
Shape allows team members to collaborate directly within the contact record using notes, tasks, and mentions. When a user is mentioned in a note or task, they receive an email notification and the interaction is stored directly on the record for visibility and accountability.
This keeps conversations centralized and reduces the need for external tools or side messages.
Task Management and Prioritized Views
In addition to notes, Shape includes full task management and prioritized views to help teams stay organized and focused. Tasks can be assigned, shared, and tracked across multiple users working the same deal.
Prioritized views ensure follow-ups and responsibilities are always visible so nothing falls through the cracks.
Visibility Into Text Message Communication
All text communication is logged directly on the contact record. You can clearly see who sent each message, when responses came in, and how the conversation progressed over time.
This makes it easy to understand handoffs between team members and maintain continuity with the contact.
Shared vs Individual Phone Numbers
Shape gives you flexibility in how outbound communication appears to the contact. Teams can choose to use a shared phone number across multiple users or assign individual caller IDs per user.
Phone number behavior can be configured to:
- Use a single consistent number for the entire team
- Assign unique caller IDs per user
- Mix shared and individual numbers based on role or preference
This ensures your communication strategy matches how your team works.
Customizing Caller ID Per User
Caller ID settings can be adjusted at the user level. For example, one team member may share a number with another, while another user may prefer a dedicated local number. These changes can be made easily in phone settings without impacting the rest of the team.
Why This Video Matters
Clear communication visibility is critical when multiple people are working the same record. Shape ensures you always know who contacted the customer, how messages were sent, and how caller ID is presented externally, helping teams stay coordinated while delivering a consistent experience to the contact.
