Knowledge base
Phone, Voice & Softphone
11 how-to guides for phone, voice & softphone in SM2.IO — including click-to-call & screen-pop, phone system (pbx) — extensions, ring groups, routing, advanced call routing, per-user office hours / telephony schedule.
See the Business phone system (PBX) feature →Phone, Voice & SoftphoneClick-to-call & screen-popStart a call in one click from anywhere the customer appears, and see who's calling before you…Phone, Voice & SoftphonePhone system (PBX) — extensions, ring groups, routingAn office phone system: extensions per person/desk, ring groups per team, and rules for how each inbound number is…Phone, Voice & SoftphoneAdvanced call routingFiner control over how a specific number or ring group answers a…Phone, Voice & SoftphonePer-user office hours / telephony scheduleEach team member sets their own weekly hours governing when their extension rings, goes to voicemail, or…Phone, Voice & SoftphoneIVR / phone menusA "press 1 for sales" phone menu with a visual…Phone, Voice & SoftphoneHold musicCallers on hold hear music instead of silence or a dead-air ring. Pick from a few free instrumental tracks with no…Phone, Voice & SoftphoneVoicemail boxesNamed voicemail boxes — one general, or per extension / per department — with their own greetings and…Phone, Voice & SoftphoneCall recording & transcription (with consent)Optionally record calls, transcribe them, and attach both to the customer's timeline — with a spoken consent…Phone, Voice & SoftphoneAI call intelligenceAutomatic transcription, summary, and sentiment on recorded calls, with a choice of AI…Phone, Voice & SoftphoneInbound call & SMS screeningA per-business blocklist/allowlist that rejects unwanted callers and drops spam texts before they ever reach the…Phone, Voice & SoftphoneRich per-contact call historyA dedicated call log on each customer's profile — every call, recording, transcript, and voicemail in one…
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Unified Inbox & MessagingSMS / TextChannels — Webchat, Facebook, Instagram, Email, Lead FormsFaxReviews & ReputationSurveys & Feedback (NPS/CSAT)Contacts, CRM, Tags & SegmentsSales Pipeline, Tasks & Custom FieldsCampaigns, Blasts & Drip AutomationAI Assistant & Knowledge BasePayments, Invoices & EstimatesAnalytics & ReportingTeam, Staff Directory & Roles/RBACNotifications & Internal MessagingConversation Folders, Archive & Follow-upBulk Import / ExportBilling, Tiers & ModulesMulti-location / OrganizationsOnboarding & SignupIntegrations & APIWebsite Widget & Form WidgetCompliance, Consent & GuardrailsBranding & White-label
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