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, Hong Kong, Australia, UK or US; call Malaysia from a Singapore number) without leaving the CRM: search live availability, pay a one-time activation plus a monthly rental per number via secure Stripe checkout, then allocate the number to a rep as their caller ID. Number prices vary by country: Singapore is US$7.50 one-time + US$7.50/month, and UK and US local numbers start from US$1.50. Before your first number, your workspace completes a one-time calling verification: business details, a photo or scan of the authorised person's NRIC or passport, a signed liability acknowledgement (you are responsible for all calls on your numbers and indemnify HuntSales and BizGrants Consulting Pte Ltd for misuse), and a quick automated identity check (Persona). The BizGrants team then reviews and approves your workspace, usually quickly; once approved you can buy numbers freely. Buying is blocked until verification is approved. 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, and up to 5 at once within a single workspace (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). You can dial Singapore, Malaysia, Indonesia, the Philippines, Thailand, Vietnam, Hong Kong, Macau, Taiwan, China, Japan, South Korea, India, Australia, New Zealand, the United Kingdom, Ireland, the United States and Canada, Germany, France, the Netherlands and the UAE; premium-rate and satellite numbers are blocked for fraud protection, and any other destination can be switched on if you ask support. 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. Reps see their own call history; owners see the whole team. Hearing recordings is a separate permission, "Listen to Call Recordings", which is OFF by default: members see their call history but cannot play recordings unless an admin ticks that permission in Team to Permissions. A member with it hears only their own calls' recordings; the Super Admin can always hear every recording. Calls are recorded automatically. 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. Inbound talk time is billed per minute (US$0.015/min).

AI call summaries. With auto-summary on (toggle in Calling → Numbers, on by default), answered calls over 30 seconds are automatically transcribed and summarised into the contact's timeline with a buying-temperature read (hot, warm or cold). You can also summarise any call by hand from the Call Log using the Summarise button. Each summary costs 2 AI credits plus per-minute call transcription (US$0.011/min) drawn from your calling credit; the platform owner is exempt.