Calling: softphone, numbers and talk time

Calling lives under Outreach in the sidebar and is included on the Hunter and Apex plans, with one calling seat per user on your subscription. It has three parts.

Numbers. Under Calling, open the Numbers tab to buy a local number (Singapore, Malaysia, Hong Kong, Australia, UK or US) without leaving the CRM: search live availability, pay US$20 one-time activation plus US$15/month per number via secure Stripe checkout, then allocate the number to a rep as their caller ID. The first time you buy a number you accept a short calling acceptable-use policy (call responsibly, comply with the Do Not Call registry and telemarketing law, no spam or fraud); this is a one-time acknowledgement per workspace. Your team can hold as many numbers as it has users. Releasing a number stops its monthly charge.

Calling lines. Up to 10 outbound calls can run at the same time across the platform (inbound is unlimited). If every line is busy you'll see a brief "all lines are busy, try again in a moment" message; this limit is raised as volume grows.

Talk time. Calls are prepaid: top up calling credit (presets or any amount from US$10) on the Numbers tab and calls deduct by the minute. The rate card is published right there, for example Singapore is US$0.047 per minute, billed in 1-minute blocks. The card shows your balance, a low-credit warning, and a recent-activity list of every top-up and call deduction. When credit hits zero, dialing pauses until you top up.

Making calls. Reps sign in to the softphone (the phone button at the bottom left) with their allocated number as caller ID. Call any contact with the Call button next to their phone number, or key/paste a number into the softphone's dial box. Singapore numbers work without the country code (for example 9123 4567); other countries need the code (for example +60 12 345 6789). When a call ends the rep tags the outcome (Connected, Voicemail, Callback, No answer, Not interested) and notes.

Call Log and recordings. Every call lands in the Call Log under Calling: agent, contact, duration, what it cost, the outcome, and a recording you can play in place. Reps see their own calls; owners see the whole team. Calls are recorded automatically and access to recordings is permission-checked. Inbound calls to your numbers are logged too: if the caller matches one of your contacts you'll see who called by name, and the rep holding that number gets a missed-call notification in the bell.