Using the Mobile Messaging and Dialer Screen
Written By Tyler Woods
Last updated 2 days ago
Objective
This video explains how to use the mobile messaging, dialing, and voicemail features to manage conversations, place calls, and follow up efficiently. It is designed to help team members quickly find messages, send new texts, review call history, and return missed calls or voicemails.
Key Steps
1. Open the Messaging Tab and Review Notifications 0:00
Open the Messaging tab in the mobile app.
Review the notification counts at the top of the screen:
Unread messages
Missed calls
Voicemails
Use these counts to prioritize follow-up tasks before moving into the inbox.
2. Review the Conversation List and Identify Contact Type 0:09
View the main list of conversations in the inbox.
Use the color indicators to identify the contact type:
Green = Customer
Blue = Lead
Scan the list to determine which conversations need immediate attention.
3. Switch Between Inbox Views to Find the Right Messages 0:19
Use the inbox filters to narrow the conversation list.
Match the mobile inbox options to the web inbox structure:
My Inbox = messages assigned to you
All Messages = every message available to you
Select the appropriate inbox view when looking for lead messages, past lead messages, or assigned conversations.
4. Filter for Unread Messages and Mark Messages for Later 0:39
Tap the Unread filter to display only unread messages.
If you open a message but need to return to it later:
Swipe the conversation.
Tap Unread to mark it again.
Use this method to keep important conversations visible until they are handled.
5. Start a New Message 0:58
Tap the New Message option to begin a new conversation.
Choose whether the recipient is:
An existing contact
Someone you have messaged before
Select the person from the list to open their profile and begin the message thread.
6. Message a Saved Contact or Enter a New Number 1:08
After selecting a contact, choose the phone number you want to use.
If needed, enter a number manually even if it is not saved as:
A contact
A customer
A lead
Use this feature to start messaging any valid phone number directly from the app.
7. Place a Call from the Dialer 1:30
Open the Dialer page from the mobile app.
Enter the phone number you want to call.
Select the correct contact if prompted.
Tap Call to place the call.
Use the country code field only if needed; in most cases, it should not be necessary.
8. Review Call History and Missed Calls 1:44
Open the History tab to view your recent calls.
Use the history list to see how many calls you have made.
Filter or sort the list to show Missed Calls when needed.
Use the call history to identify follow-up opportunities.
9. Call Back from Call History or Navigate to the Member Record 1:59
From a missed call entry, choose one of the available actions:
Tap Call Back to return the call immediately.
Navigate to the member/contact record for more details.
Use this step when you need to follow up on a missed call quickly.
10. Listen to Voicemails and Return the Call 2:08
Open the Voicemail section to review voicemail messages.
Listen to the voicemail before responding.
If a callback is needed, tap Call Back.
The app will populate the caller’s number automatically so you can return the call efficiently.
Cautionary Notes
Do not assume a conversation is handled just because it is opened; mark it unread if you need to return to it later.
Verify the correct contact or number before sending a message or placing a call to avoid contacting the wrong person.
Use manual number entry carefully when messaging non-saved numbers.
Check missed calls and voicemails regularly so follow-ups are not delayed.
Country code selection is usually unnecessary, but confirm it if calling outside your normal region.
Tips for Efficiency
Start each session by checking unread messages, missed calls, and voicemails so you can prioritize follow-up work.
Use My Inbox to focus only on conversations assigned to you.
Use the Unread filter to quickly find items that still need action.
Mark messages Unread when you need a reminder to revisit them later.
Use Call Back from history or voicemail to save time instead of manually re-entering numbers.
Keep the mobile inbox aligned with the web inbox structure so switching between devices is easier.