Engage is a fully-integrated phone system to manage your customers interactions, including phone calls, text messages, voicemails, emails, and more. This system is available for users in the United States and Canada.

Contact us at support@fieldpulse.com or use the Chat feature in the bottom right hand corner of your screen to enable Engage. Once Engage has been enabled and your phone number(s) have been connected, you’re ready to begin exploring the application! Engage can be used through the FieldPulse web app or through the Engage by FieldPulse app, available on iOS and Android.

To view or adjust your settings, click the gear icon.

Turning on Do Not Disturb will send your calls directly to voicemail without ringing on your device. For example, you may want to turn on Do Not Disturb during an important all-team meeting or on a holiday when your company is not doing business. This operates on an individual user basis: a user can turn on Do Not Disturb without affecting the status of any other users.

This section allows you to set a default voicemail for all Engage phone lines. (Specific voicemail greetings can be selected for each phone line under Settings > Phone Numbers if that better meets your business needs.) Here, you can record your voicemail greeting, or type your message to be read using text to speech. Simply select Text to Speech or Audio Recording based on your preference. Make sure to press Save after making changes.

Audio Samples are custom audio messages that can be used for voicemail greetings. Record your audio sample here, then select it as your voicemail greeting under Phone Numbers > Select Phone Number > Custom Voicemail Greeting > Audio Recording.

Working Hours allows you to set the hours that your business is available to answer customer communications in Engage. You can manually adjust your Time Zone, as well as dictate where calls should be directed outside of your working hours. Some users enter a phone number under Redirect To, while others select Audio Recording and set a custom voicemail greeting for incoming calls outside of working hours. (Note: Working hours will apply to all Engage lines.)

Notifications allows you to toggle the incoming message tone on or off based on your preference.

Reporting allows you to pull reports on your Engage activity, including details such as:

10DLC verification allows your business to send SMS messages to customers using your Engage phone lines. Your company details as well as 10DLC status is housed here.

Once in the phone numbers section, click on a phone number to make adjustments. You can also purchase additional phone numbers by selecting + Purchase Number.

Here, you have the option to give your phone number a name, and assign users to the number. Assigned users can answer incoming and make outgoing calls on this line. They can also listen to voicemails, send/receive text messages, and receive notifications regarding this line.

You can also assign managers to each number. Managers can view all activity on this line, including voicemails. They can view and send text messages, but can not answer or make calls.

Caller ID allows your company to set a phone number or name to appear on your outgoing calls. This way, your customers can see who's calling before they answer. In the Engage webapp, you can create and save your caller ID(s). Please note, the caller ID you choose must be approved by Twilio, the service we use to handle phone communications. This approval process can take anywhere from 1 to 3 weeks

The phone number settings will also allow you to select a custom voicemail greeting, or maintain the default voicemail greeting which can be used across all numbers on your account.

To turn on call routing, navigate to your Engage settings, select Phone Numbers, then navigate to Call Routing. You can then select between three call routing options: Phone Tree, Call Forwarding, and Sequential Call Ring.

Use automatically designated lead sources in Engage to attribute calls to the correct marketing sources, offering insights for optimizing ad spend and improving conversion rates.

Turning on Record Call will automatically record all inbound and outbound calls conducted through Engage. (Note: Please remember to inform your callers that their conversations may be recorded when they contact your business. It is your responsibility to ensure transparency regarding call recording.)

Conversations allow you to text customers and view past customer interactions across all communication methods. Select All to view all text conversations across all Engage phone numbers, Main to view the texts associated with your main phone number, or Selected to select which Engage phone numbers you would like to view text conversations from. Utilize the search feature in the web app to search by name, phone number, or key word and find related conversations easily.

Click on any customer conversation to view the details. Once you are viewing a specific customer, you can filter by communication history type or by team member.

You can initiate text messages with your customers from this view, or toggle on Notes to leave an internal note for yourself or your team members. All information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).

You can also easily switch between your assigned or managed phones when sending SMS messages. Navigate to the conversation where you'd like to send an SMS message, then click on Sending From to adjust the outbound phone line. Both your phone number and friendly name will be displayed, making it easy to identify your preferred line. This feature is available on Engage web app and mobile app.

Calls allow you to call customers and view past customer phone calls. Select All to view all calls across all Engage phone numbers, Main to view the calls associated with your main phone number, or Selected to select which Engage phone numbers you would like to view calls from. Utilize the search feature to search by name or phone number and find related call history easily.

Click on any customer call to view the details. Once you are viewing a specific call log, you can listen to the call or voicemail recording, view the phone numbers used, and add or view any call notes. Like in Conversations, all information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).

Voicemails allow you to view customer voicemails. Select All to view all voicemails across all Engage phone numbers, Main to view the voicemails associated with your main phone number, or Selected to select which Engage phone numbers you would like to view voicemails from. Utilize the search feature to search by name or phone number and find related voicemails easily.

Click on any customer voicemail to view the details. Once you are viewing a specific voicemail, you can listen to the voicemail recording, view the phone numbers used, and add or view any call notes. Like in Calls and Conversations, all information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).

Customers allows you to view your customers in an organized way. Select Recent to view your most recent customers, All to view all your customers in FieldPulse, or Assigned to Me to view only customers that are assigned to you in FieldPulse. Utilize the search feature to search by name or phone number and find customers easily.

Click on any customer name to view their details. Once you are viewing a specific customer, you can filter by communication history type or by team member.

You can initiate text messages with your customers from this view, or toggle on Notes to leave an internal note for yourself or your team members. All information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).

Engage users can silence incoming call notifications for up to three secondary calls while engaged in an active call. This feature is particularly beneficial for scenarios where multiple users share a single line. It allows individuals to mute the ringer on their specific devices, ensuring the call alert continues to sound on devices owned by other line assignees and managers.

How to Silence:

1. Click the arrow icon on the incoming call pop-up to silence the ringer.

2. To respond to the silenced call, click on it to view accept/end options.

Note: Accepting a secondary call will disconnect your current call. A hold feature is coming soon!

Mobile App: Engage mobile app users can easily mute the ringer by pressing their volume button.

Beyond using the primary contact and phone number, you can also view calls and SMS under each additional contact or use the alternate phone number saved on the customer's profile in FieldPulse.

Additionally, switch conversations/profiles easily between contacts, customer phone, and alternate phone, as well as save new numbers as contacts and link them to existing customers.