Who uses this: Admins and Team Managers manage phone lines; Service Agents work their assigned line; Limited Agents have no access. Availability: Engage add-on · United States and Canada.Engage is FieldPulse’s built-in phone system — one place for your team to make and take customer calls, texts, voicemails, and emails, with every conversation saved to the customer’s record instead of scattered across personal cell phones. When a technician handles a call, a manager can see the conversation and participate when the customer needs backup.
Overview
Engage keeps customer conversations off personal phones and inside FieldPulse, where the whole team can see them. Engage does a few things at once:- Calls and texts from business phone numbers you purchase through Engage or port in from another carrier.
- Voicemail and email captured against the same customer, so your customer call history, voicemails, emails, and text messages are all saved inside the app.
- Managerial oversight — managers can see conversations between customers and technicians and participate in the conversation when necessary.
- A full record — every call, voicemail, text, and email ties back to the customer’s record in FieldPulse.
Video walkthrough
Video walkthrough: a tour of the Engage phone system
How it works
The workflow breakdown Engage solves is the one every growing service business hits: customer conversations live on the technician’s personal phone, and the office has no record of what was said or promised. Engage moves those conversations into FieldPulse so the office and the field work from the same history. Engage organizes customer communication into four views — Conversations, Calls, Voicemails, and Customers. The first three share All, Main, and Selected filters, so you can look at one Engage phone number or every number at once; the Customers view filters by Recent, All, and Assigned to Me. In every view, the customer’s FieldPulse record populates on the right side of the screen on web, or behind the person icon in the top-right corner on mobile.Conversations
The Conversations view is where you text customers and review past interactions across all communication methods. Filter by All, Main, or Selected phone numbers, or use the search in the web app to find a conversation by name, phone number, or keyword.
Calls
The Calls view is where you call customers and review past phone calls. Filter by All, Main, or Selected phone numbers, or search by name or phone number to find related call history. Open any call log to listen to the call or voicemail recording, view the phone numbers used, and add or view call notes. The Call Insights section shows the AI-generated Call Summary inline with a copy icon. Select Show Call Recording & Transcript to expand the recording player and the turn-by-turn transcript.
Voicemails
The Voicemails view lists your customer voicemails. Filter by All, Main, or Selected phone numbers, or search by name or phone number to find a voicemail. Open any voicemail to listen to the recording, view the phone numbers used, and add or view call notes.
Customers
The Customers view shows your customers in an organized way. Filter by Recent, All, or Assigned to Me, or search by name or phone number. Select a customer to view their details, filter their communication history by type or by team member, start a text message, or toggle on Notes to leave an internal note.
Phone numbers
You get an Engage number one of two ways: purchase a new local or toll-free number directly through FieldPulse, or port in the business number your customers already know. Engage supports porting both local and toll-free numbers, and the FieldPulse support team guides the porting process. See How to Purchase and Port Phone Numbers. Before your Engage numbers can send text messages to US numbers, they must be registered for 10DLC compliance. See Setting Up 10DLC Compliance Registration.Important: Engage lines do not support verification codes (OTPs).
What you can set up
Here are the features included in Engage:- Turn Do Not Disturb on or off
- Put a caller on hold
- Set up voicemail
- Add personal audio samples for your hold or voicemail settings
- Adjust your ring duration
- Set up working hours
- Set up notifications
- Connect email so email threads live in Engage too
- Pull reports
- Connect a landline or desktop phone over SIP (Session Initiation Protocol)
- Get 10DLC verified
- Run a network diagnosis
- Set up a caller ID
- Record calls
- Automatically designate a lead source for a phone number
- Assign users to a line
- Set up call routing through call forwarding, a phone tree, or sequential call ring
- Make blind transfers
- Get AI call transcripts and summaries
- Auto-insert call summaries into a customer’s comments
Who can do what
Engage access depends on the user’s FieldPulse role:
For the full role-to-permission mapping, see Engage User Roles Details.
Availability
Engage is available for users in the United States and Canada.
FAQs
Can I restrict my technicians’ access to our customers’ contact information within Engage?
Yes. A user permission setting controls whether technicians can see customer phone numbers and email addresses — toggle Ability to see Customer Phone Number/Email Address on or off in the user’s permission settings.