Set up your number

A voice number lets customers call your business and talk to a Concierge agent that knows who they are and what they ordered. Teammates can listen in and join from the browser or the Finn iPhone app. This guide adds the number in Chargezen Voice and connects it to the agent that answers.

• You need the manage Concierge settings permission to change channels. Admins have it.
• Decide which agent should answer calls. Customer calls are answered by a Customer Agent; see Getting started.
• If you want to keep the number you use today, start with Bring your number instead.

Greetings live on the agent, not the number. On the agent's Configure Agent page, the Voice calls section appears once the Voice channel is ticked:

• Voice language: the language the agent speaks on calls.
• Opening line for recognized callers: used when Concierge knows the caller. The default is "Hi {customer_first_name}, thanks for calling. How can I help you today?"
• Opening line for other callers: used for everyone else.
• Notice for callers without caller ID: what the agent says when the number is hidden. Teammates are then offered the call; if none answer, the call ends.
• Acknowledgment phrases and Keep-alive phrases: short lines the agent says while it looks something up, with timing settings beside them.

For an admin line, the Admin line section has Answer calls to the admin line and Greeting when the Agent picks up.

Each row under Voice numbers shows its label, the number and a status: Active, Paused or Not active.

• Edit: rename the number and set its call recording (see Call recording policy).
• Pause / Activate: stop or restart answering calls on the number.
• Remove voice: take voice off the number but keep the number.
• Release number: give the number up. Voice and SMS both stop, and you may not be able to get the number back.

A number set to Your team (admin line) is for teammates, not customers. Your team calls it to talk with your admin agent about the business. Callers are recognized by the phone number on their profile, and admin line calls are never recorded.

The Voice card says Needs setup

Follow the Next step lines on the Voice page. The usual ones are "Choose the Customer Agent that should answer calls." and "Activate the Voice route after choosing a Customer Agent." Then click Refresh status.

The Voice card says Upgrade required

Your plan doesn't include the Voice channel. See pricing or ask your account owner.

The search shows no numbers

You'll see "No voice numbers matched this search." Try Find new number again a little later; available numbers change through the day.

Can I get a local number instead of toll-free?

The number search in Chargezen Voice lists US toll-free numbers. To use a local number, bring it from your current provider (Bring your number). Local numbers also need 10DLC registration for texting.

Can customers call and text the same number?

Yes. Choose your SMS number in the Phone number list when you add the voice number. To text from a new toll-free number, it also needs toll-free verification.

Can I get a number outside the US?

Not today. New voice numbers are US toll-free numbers.

Guides

• Toll-free verification
• Bring your number
• Call recording policy
• Join and transfer calls

On the product page

• A business number for calls and texts
• Phone: Concierge answers your business line
• Answers the phone

Learn more

• What is a toll-free number?
• How to get a business phone number