Phone

The Phone page is where staff take calls. It works in any modern browser and in the Shop Commander mobile app; there is nothing to install on a computer.

Being available

Set your status at the top of the Phone page:

• Available — calls for your ring group ring you.
• Do not disturb — you are skipped; calls go to the next person or the fallback.
• Offline — the same as signed out.

You only ring when you are signed in, available, and a member of the ring group the routing rule chose. A person who is on another call is skipped automatically.

Answering a call

When a call rings, the page shows who is calling before you pick up: the matched customer, their vehicles, any open repair order and the next appointment. If two customers share a number you are asked which one it is. Press Answer; from the call you can:

• Hold and resume.
• Transfer to a colleague, a ring group, an outside number, the AI receptionist or voicemail. A warm transfer lets you speak to the colleague first.
• Transfer — send the caller to another employee, ring group, or external number. Telnyx does not support moving an already-established human call into Conversation Relay; route new calls to AI first when that workflow is wanted.
• Start or stop recording, when recording is allowed by your settings.
• Add a note; notes stay with the call on the customer's timeline.

Placing a call

Press the phone icon on a customer, vehicle or repair order, or type a number on the Phone page. The call is placed from your shop number (or the caller ID configured for it) and is linked to the record you started from, so the outcome lands on that repair order.

Missed calls and voicemail

Missed lists calls nobody answered that have not been dealt with. Press Resolve once you have called back, or open the call to see whether a missed-call text was sent. Voicemail shows each message with its transcript when transcription is on; mark it read or assign it to a colleague.

Call details

Open any call to see the full record: the timeline of what happened (rang the front desk for 25 seconds, went to the AI receptionist, booked an appointment), who handled it, the recording and transcript when available, the AI summary, notes, and the customer, vehicle and repair order it is linked to. You can correct a wrong match here.

On a phone

The mobile app rings for incoming calls when you are available, even with the app in the background, and shows the same caller context.

Related

• Phone system overview
• Phone & Messaging settings — routing, ring groups, voicemail, recording
• AI receptionist