Introduction to Callbetter
Welcome to Callbetter, your complete business phone system solution with calls, SMS, team collaboration, and CRM.
What is Callbetter?
Callbetter provides a modern platform for managing business communications including phone calls, SMS messaging, team collaboration, and customer relationship management.
Key Features
Access business phone numbers, SMS/MMS messaging, team workspaces, IVR system (Ava), contact management, calendar integration, and analytics.
User Interface
Navigate using the left sidebar for main sections, top navigation bar for quick actions, and role-based menu items based on your permissions.
Logging In
Access your Callbetter portal securely with your email and password.
Navigate to Portal
Open your web browser and navigate to your Callbetter portal URL.
Enter Credentials
Enter your email address and password, then click Sign In.
First-Time Setup
If this is your first login, complete your profile information, review terms of service, and optionally set up two-factor authentication.
Forgot Password
If you forgot your password, click Forgot Password on the login page, enter your email, and follow the reset link sent to your inbox.
Portal Overview
Understand the layout and navigation of the Callbetter portal.
Left Sidebar Navigation
Access Conversations, Workspaces, Calendar, and Contacts. Admins see additional options for Numbers and Devices, Manage Team, Configure Ava, and Settings.
Top Navigation Bar
Use the global search, phone icon for quick calls (color indicates connection status), notifications bell, and profile menu.
Phone Status Indicator
Green means ready to make calls, yellow means connecting, and red means disconnected.
Understanding User Roles
Learn about different user roles and their permissions in Callbetter.
Agent Role
Agents can view and respond to conversations, access workspaces they're members of, manage contacts and calendar, but cannot access admin settings.
Admin Role
Admins have all agent permissions plus the ability to manage phone numbers, add/edit users, create ring groups, configure IVR menus, and adjust system settings.
Super Admin Role
Super Admins have all admin permissions plus access to analytics, platform monitoring, and compliance tracking.
Viewing Conversations
Navigate and view all your customer communications in one place.
Access Conversations
Click Conversations in the left sidebar to see a list of all conversations sorted by most recent activity.
Search Conversations
Use the search bar to find conversations by contact name or phone number. Unread messages show red badge indicators.
View Conversation Details
Click any conversation to view the full thread including SMS messages, call records, and voicemail recordings with timestamps.
Contact Information Panel
The right panel shows contact details, memos, and call history for the selected conversation.
Sending SMS Messages
Send text messages to customers from your business phone number.
Select Conversation
Choose an existing conversation or start a new one by clicking the compose button.
Type Your Message
Type your message in the text input at the bottom of the conversation thread.
Add Emojis or Attachments
Click the emoji icon to add emojis, or the attachment icon to send images or files.
Send Message
Press Enter or click the Send button. Your message is sent from your assigned business phone number.
Making Phone Calls
Make outbound calls directly from the Callbetter portal.
Quick Call from Top Bar
Click the Phone icon in the top navigation bar to open the dialer.
Enter Phone Number
Enter a phone number using the keypad or search for a contact by name.
Call from Conversation
Alternatively, open a conversation and click the phone icon in the header to call that contact directly.
Use Call Controls
During the call, use Mute, Hold, Transfer, and End Call buttons as needed.
Call Transfer and Merging
Transfer active calls to other users or merge multiple calls together.
During Active Call
While on an active call, locate the call control options.
Initiate Transfer
Click the Connect or Transfer button to begin the transfer process.
Select Destination
Enter the number or select the user you want to transfer the call to.
Complete Transfer
Click Transfer for a direct transfer, or Call & Hold for a warm transfer where you speak with the destination first.
Warm Transfer
For warm transfers, speak with the destination party first, then click Patch Call to connect all parties.
Voicemail Management
Listen to, transcribe, and manage voicemail messages from customers.
Find Voicemails
Voicemails appear in the conversation thread where the call occurred.
Play Recording
Click the Play button to listen to the voicemail. The waveform shows audio length.
Read Transcription
View the automatic AI transcription below the audio player for quick reference.
Download or Email
Download the recording for your records or email the transcription to team members.
Call History
Review all call activity with detailed logs and recordings.
View Call Records
Every call appears in the conversation thread with direction (inbound/outbound), duration, and status.
Call Status Indicators
See whether calls were answered, missed, went to voicemail, or were transferred.
Access Recordings
If call recording is enabled by your admin, click on a call record to play the recording.
Filter Call History
Use the contact information panel to see all calls with a specific contact.
Understanding Workspaces
Learn about team collaboration spaces for real-time communication and project management.
What are Workspaces?
Workspaces are dedicated chat rooms for teams with real-time messaging, task management, CRM integration, and activity tracking.
Access Workspaces
Click Workspaces in the left sidebar to see all workspaces you're a member of.
Select a Workspace
Click any workspace to enter it and view the chat, tasks, and CRM information.
Workspace Chat
Communicate with your team in real-time using workspace chat.
Send Messages
Type your message in the input box at the bottom and press Enter to send.
Format Messages
Use *bold text* for bold, _italic text_ for italic, and `code` for code formatting.
View Message History
Scroll up to view previous messages and conversations in the workspace.
Mentions and Notifications
Get team members' attention and manage workspace notifications.
Mention Team Members
Type @ followed by a person's name to mention them. They'll receive a notification.
Use @everyone
Type @everyone to notify all workspace members. Use sparingly for important announcements.
Customize Notifications
Access Settings > Notifications to control which workspace notifications you receive.
Message Reactions
React to messages with emoji for quick feedback and engagement.
Add Reaction
Hover over any message and click the smiley face icon.
Select Emoji
Choose an emoji from the picker to add your reaction to the message.
View Reactions
Reactions appear below messages. Hover over the reaction count to see who reacted.
Thread Replies
Keep conversations organized with threaded replies.
Start a Thread
Hover over a message and click the Reply icon to start a thread.
Type Reply
Type your reply in the thread input that appears.
View Thread
Thread replies appear below the original message, keeping related discussions together.
Workspace Tasks
Manage team tasks and track progress within workspaces.
View Tasks
Click the Tasks tab in the workspace panel to see all tasks. Filter by status: Todo, In Progress, or Completed.
Create New Task
Click + New Task and enter the task title, due date, assignee, and priority level.
Update Task Status
Click a task to edit it or change its status by clicking the status indicator.
Mark Complete
Check off tasks as complete when finished to track team progress.
Workspace CRM
Access contact information relevant to your workspace projects.
Open CRM Tab
Click the CRM tab in the workspace panel to view workspace contacts.
Search Contacts
Search for contacts by name or company within the workspace.
View Contact Details
Click a contact to view their full details and interaction history.
Link Contacts to Chat
Drag a contact into the chat to mention them or create memos linked to contacts.
Calendar Overview
Manage your schedule, follow-up tasks, and view business hours that affect call routing.
Access Calendar
Click Calendar in the left sidebar to view your memos and scheduled items.
View Current Month
See your memos, holidays, and vacation periods at a glance in the calendar view.
Navigate Dates
Use the arrow buttons to move between months or click Today to jump to the current date.
Creating Memos
Create follow-up tasks and notes linked to contacts.
Select Date
Click on any date in the calendar where you want to add a memo.
Enter Memo Details
Fill in the content/description, associated contact, due date and time, and optionally assign to a user.
Save Memo
Click Save to create the memo. It will appear on your calendar and in the contact's profile.
View Memos
Memos appear as colored blocks on the calendar. Click any memo to view or edit details.
Calendar Views
Switch between different calendar views for better planning.
Month View
See the entire month at a glance. Click any date to view or add items for that day.
Week View
Get a detailed view of the current week with time slots for better day-to-day planning.
Switch Views
Use the view selector buttons to toggle between Month and Week views.
Calendar Integrations
Connect external calendars like Google Calendar to sync events.
Access Settings
Click the Settings icon in the calendar view to access integration options.
Choose Provider
Select your calendar provider: Google Calendar or CalDAV for other providers.
Authenticate
Follow the authentication steps to grant Callbetter access to your external calendar.
Sync Events
Your external calendar events will automatically sync and appear in Callbetter.
Contact Management
Manage all your customer and business contacts in one centralized location.
Access Contacts
Click Contacts in the left sidebar to view your contact database.
Browse Contacts
Scroll through your contact list or use the search bar to find specific contacts.
View Contact Profile
Click any contact to view their full profile with basic info, conversation history, memos, and tags.
Creating Contacts
Add new contacts manually or let Callbetter create them automatically.
Manual Creation
Click + Add Contact in the contacts sidebar to manually create a new contact.
Enter Information
Fill in required fields (name and phone number) and optional fields (email, company, position).
Save Contact
Click Save to create the contact. It will now appear in your contacts list.
Automatic Creation
When someone calls or texts you, Callbetter automatically creates a contact if one doesn't exist.
Contact Tags
Organize contacts with color-coded tags for easy categorization and filtering.
Add Tags
Open a contact profile, click in the tags area, type a tag name, and press Enter to add.
Filter by Tags
Click on any tag in the contact list sidebar to show only contacts with that tag.
Customize Tag Colors
Tags are color-coded for easy identification. Click the color swatch to change a tag's color.
Manage Tags
Remove tags from contacts or delete unused tags from Settings to keep your system organized.
Contact Memos
Create notes and follow-up reminders for any contact.
Open Contact Profile
Select the contact you want to add a memo for.
Add Memo
Scroll to the Memos section and click + Add Memo.
Enter Memo Content
Type your note or follow-up task and optionally set a due date if it needs action.
View Memos
Memos appear in both the contact profile and on your calendar for easy tracking.
Phone Number Management
View and manage all business phone numbers in your account.
Access Numbers
Click Numbers and Devices in the Admin section to view all phone numbers.
View Number Details
See each number's type (Local or Toll-Free), status (Active/Inactive), and current assignment.
Select Number
Click any phone number to view its full configuration and routing settings.
Buying New Numbers
Purchase local or toll-free phone numbers for your business.
Start Purchase
Click the + button or Buy Numbers to begin the purchase process.
Choose Number Type
Select Local to choose by area code using the map, or Toll-Free for 800, 888, 877, etc. numbers.
Browse Local Numbers
For local numbers, click a state on the map, select an area code, and browse available numbers.
Browse Toll-Free
For toll-free, choose your preferred prefix and search for specific patterns if desired.
Complete Purchase
Select your desired number(s) and complete the purchase to add them to your account.
Number Assignment
Assign phone numbers to specific users or teams for call routing.
Select Number
Click on the phone number you want to assign.
Open Assignment
In the details panel, find the Assigned To section and click Change Assignment.
Choose Target
Select either a specific User or a Team (ring group) to receive calls to this number.
Save Assignment
Click Save to apply the assignment. Calls to this number will now route to the selected user or team.
Call Routing Rules
Configure how calls to each phone number are handled with different routing modes.
Open Routing Settings
Click on a phone number and find the Call Routing section.
Always Mode
Calls always go to the same destination. Configure your destination (user, team, voicemail, or Ava IVR).
Business Hours Mode
Route calls differently during and after business hours. Set hours and configure in-hours and after-hours destinations.
Holiday Mode
Set special routing for holidays. Create holiday schedules with custom messages and routing.
Vacation Mode
Route calls when you're away. Set vacation date range with vacation greeting and routing.
Business Hours
Define your operating hours for time-based call routing.
Select Number
Choose the phone number you want to configure business hours for.
Open Business Hours
Click the Business Hours button to access the schedule configuration.
Set Daily Hours
For each day of the week, toggle the day on/off and set start and end times.
Configure Routing
Set what happens during business hours and what happens after hours (different destinations).
Save Schedule
Click Save to apply your business hours. Calls will route according to your schedule.
Holiday Routing
Create special routing rules for holidays with custom greetings.
Access Holidays
Select the phone number and click the Holidays button.
Add Holiday
Click + Add Holiday to create a new holiday schedule.
Enter Holiday Details
Enter the holiday name, date (or date range), special greeting message, and where to route calls.
Save Holiday
Click Save to add the holiday. The system will automatically use this routing on those dates.
Vacation Mode
Enable temporary routing when you're away on vacation.
Open Vacation Settings
Select the phone number and click the Vacation button.
Enable Vacation Mode
Toggle Enable Vacation Mode to activate vacation routing.
Set Dates
Enter the start date and end date for your vacation period.
Configure Greeting and Routing
Set a vacation greeting message and choose where to route calls during this period.
Save Vacation Settings
Click Save. Calls will be routed according to your vacation settings during the specified dates.
SIP Devices
Manage SIP devices like desk phones and softphones.
Access Devices Tab
Click the Devices tab in Numbers and Devices to view all SIP devices.
View Device List
See all registered SIP devices with their name, extension, online/offline status, and assigned user.
Add New Device
Click + Add Device to register a new desk phone or softphone to your system.
Configure Device
Enter device settings including SIP credentials, assigned user, and extension number.
Number Porting
Transfer existing phone numbers from another carrier to Callbetter.
Gather Information
Collect your current carrier name, account number, PIN/password, authorized user name, and service address.
Submit Port Request
Contact Callbetter support or access the porting section to complete the Letter of Authorization (LOA).
Provide Carrier Details
Enter all required information about your current carrier and the numbers to be ported.
Wait for Processing
Simple ports take 5-7 business days, complex ports 2-4 weeks. Keep your current service active during porting.
Test and Configure
After porting completes, test the number and configure call routing in Callbetter.
A2P/10DLC Compliance
Register your phone numbers for SMS messaging compliance to ensure deliverability.
Why Registration?
A2P registration is required to reduce spam, improve deliverability, meet carrier requirements, and comply with TCPA regulations.
Brand Registration
Provide your company name, EIN/Tax ID, business address, and contact information.
Campaign Registration
Describe your SMS use case, provide sample messages, opt-in/opt-out procedures, and terms/privacy policy links.
Verification Process
Wait for TCR (The Campaign Registry) review, carrier approval, and trust score assignment.
Monitor Status
Check compliance status in Settings: Pending, Verified, Active, or Suspended.
Managing Users
View and manage all team members in your organization.
Access Team Management
Click Manage Team in the Admin section and toggle to the Users view.
View User List
See all team members with their status, role, and extension. Use search to find specific users.
View User Details
Click any user to see profile information, extension, forward-to number, assigned numbers, and team memberships.
Edit User
Click Edit to modify name, contact info, extension number, call forwarding, or role and permissions.
Creating Users
Add new team members to your Callbetter system.
Click Add User
In the Users tab, click the + button to create a new user.
Enter User Details
Fill in the user's name, email address, and select their role (Admin or Agent).
Create User
Click Create User to send an email invitation for the new user to set up their account.
User Onboarding
The new user receives an invitation email. After accepting, assign them phone extensions, numbers, and add to teams.
Ring Groups
Create and manage ring groups for distributing calls across multiple team members.
Access Ring Groups
Click Manage Team, then toggle to the Ring Groups tab.
Create Ring Group
Click + Add Ring Group to create a new team for call distribution.
Enter Group Details
Enter group name, extension number, and select routing type (Simultaneous or Round-Robin).
Add Members
Select users to add to the ring group. All members will receive calls according to the routing type.
Routing Types
Simultaneous rings all members at once (first to answer gets call). Round-Robin rings one at a time to distribute evenly.
Save Ring Group
Click Save to create the ring group. It can now be used as a destination in call routing.
User Permissions
Understand and manage user role permissions in Callbetter.
Agent Permissions
Agents can access conversations, use assigned phone numbers, and manage contacts, but cannot access admin settings.
Admin Permissions
Admins have all agent permissions plus the ability to manage users, configure system settings, and manage phone numbers.
Change User Role
Navigate to Team Management, select a user, change their role in the dropdown, and save changes.
User Lifecycle
Manage the full lifecycle of user accounts from onboarding to offboarding.
Onboarding New Users
Create account, assign extension, add to teams, assign phone numbers, configure call forwarding, and send welcome email.
User Offboarding
When a user leaves, reassign their phone numbers, remove from teams, transfer contact ownership, and disable account.
Transfer Ownership
Before disabling an account, transfer their conversations, contacts, and memos to another user.
What is Ava?
Learn about Callbetter's intelligent voice assistant and IVR system.
Ava Overview
Ava is Callbetter's IVR (Interactive Voice Response) system that handles incoming calls with traditional menus or AI conversation.
Traditional IVR
Create keypad-driven menus like 'Press 1 for Sales, Press 2 for Support' for structured call routing.
AI Assistant
Enable natural conversation with callers using AI-powered voice recognition and response.
IVR Menu Builder
Create and configure IVR menus for your phone system.
Access Ava
Click Configure Ava in the Admin section to view all your Ava menus.
Create New Menu
Click + New Menu to create a new IVR configuration. Choose a template or start from scratch.
Name Your Menu
Give your menu a descriptive name for easy identification.
Set Greeting Message
Type your greeting text, choose a TTS voice, or upload a custom audio recording.
Choose Menu Type
Select Traditional IVR for keypad-driven menus or AI Assistant for Gemini-powered voice AI.
Keypad Configuration
Configure what happens when callers press each key in your IVR menu.
Open Keypad Editor
In the IVR menu editor, click Configure Keypad to set up key actions.
Select Key
Click on any key (0-9, *, #) to configure its action.
Choose Action
Select what happens: Transfer to User, Transfer to Team, Transfer to Voicemail, Go to Submenu, or Repeat.
Select Target
Choose the specific user, team, submenu, or other target for the selected action.
Save Configuration
Click Save to apply your keypad configuration. Repeat for each key you want to configure.
Multi-Level Menus
Create sophisticated menu trees with submenus for complex call routing.
Plan Menu Structure
Before building, sketch your menu flow showing main menu and submenus.
Create Submenus First
Build your submenus before linking them from the parent menu. Click + New Menu for each submenu.
Link from Parent
Edit the parent menu, select a key, choose 'Go to Submenu', and select the submenu to link.
Add Return Option
In submenus, configure a key (usually 0 or *) to return to the main menu for easy navigation.
TTS Voice Options
Customize the text-to-speech voice used in your IVR system.
Access Voice Settings
In the menu editor, find the Voice section to browse available voices.
Browse by Language
Filter voices by language: English US, English UK, Spanish, French, German, and more.
Browse by Gender and Style
Choose voices by gender (male/female) and style (professional, friendly, etc.).
Preview Voice
Click preview to hear how each voice sounds before selecting.
Select Voice
Choose your preferred voice and click Save to apply it to your IVR menu.
AI Assistant Mode
Enable AI-powered natural conversation with callers.
Set Menu Type to AI
When creating or editing a menu, select AI Assistant as the menu type.
Configure Knowledge Base
Enter business information, frequently asked questions, and responses to common queries.
Add Business Information
Include company name, description, location, hours, and services offered.
Add FAQ Entries
Enter common questions and standard answers, plus product information the AI can reference.
Set AI Personality
Configure the AI's tone (professional, friendly, casual) and verbosity level (concise vs. detailed).
Define Handoff Conditions
Set when the AI transfers to a human: explicit request, question outside knowledge base, negative sentiment, or complex issue.
Testing Your IVR Menu
Test your IVR configuration before deploying to live callers.
Access Test Function
In the menu editor, click the Test button to start testing your IVR.
Enter Test Number
Provide a phone number where the system should call you for testing.
Go Through Menu
The system calls you. Navigate through your menu as a caller would, testing all options.
Make Adjustments
Based on your test, return to the editor and make any needed changes to improve the caller experience.
Billing and Subscription
Manage your Callbetter subscription, payment methods, and billing.
Access Billing
Click Settings in the Admin section and navigate to the Billing tab.
View Current Plan
See your subscription tier, included features and limits, and billing cycle.
Manage Payment Methods
Add or update credit cards, view payment history, and download invoices.
Upgrade or Downgrade
Change your subscription plan, add phone numbers, or add user seats as needed.
Monitor Usage
Track usage to avoid overages: phone numbers, user seats, message volume, and call minutes.
Notification Preferences
Configure system-wide notification settings for your organization.
Access Notifications
Go to Settings and click the Notifications tab.
Email Notifications
Configure email alerts for call notifications, voicemail alerts, and system updates.
Browser Notifications
Enable desktop notifications and set notification sounds for real-time alerts.
Quiet Hours
Set times when notifications are silenced and configure what still comes through during quiet hours.
Task Notifications
Configure due date reminders, assignment notifications, and overdue alerts.
Security Settings
Manage security settings to protect your account and data.
Password Management
Change your password and view password requirements (8+ characters, uppercase, numbers, special characters).
Two-Factor Authentication
Enable 2FA for additional security and configure an authentication app.
Session Management
Set session timeout duration and view active sessions for security monitoring.
Security Best Practices
Enforce password policies, require 2FA for admins, and review audit logs for security events.
System Preferences
Configure general system settings and defaults for your organization.
Interface Settings
Choose theme (Light/Dark), language, date format, and time format (12h/24h).
Default Settings
Set default Ava voice, recording announcement for legal compliance, and auto-save preferences.
Timezone Configuration
Set your business timezone which affects business hours and scheduling throughout the system.
Analytics (Super Admin)
Access platform-wide analytics and performance metrics for your organization.
Access Analytics
Super Admins can click Analytics in the Admin section to view comprehensive metrics.
Call Analytics
View total call volume, call duration averages, call outcomes (answered/missed/voicemail), and geographic distribution.
Performance Metrics
Monitor agent performance, ring group efficiency, response times, and customer satisfaction.
Usage Statistics
Track SMS volume, number utilization, and feature adoption across your organization.
Compliance Monitoring
Check A2P/10DLC compliance status, recording compliance, and usage within limits.
Your Profile
Manage your personal profile information and settings.
Access Profile
Click your name or avatar in the top right and select Your Profile.
Profile Information
View and update your profile picture, display name, email, extension, and forward-to number.
SIP Device Status
Check your phone connection status: Online (ready), Connecting (connecting), or Offline (not connected).
Voicemail Settings
Listen to your current greeting, upload a custom greeting, enable/disable voicemail, and configure email notifications.
Call Settings
Manage Do Not Disturb mode, microphone selection, and speaker selection.
Notification Settings
Customize your personal notification preferences.
Access Notification Settings
Go to Your Profile and click on the Notifications section.
Desktop Notifications
Toggle desktop notifications on or off for real-time alerts in your browser.
Email Notifications
Enable or disable email notifications for voicemails, calls, and system updates.
Sound Notifications
Toggle sound notifications to hear audible alerts for incoming calls and messages.
Password Management
Change your account password for security.
Access Security Settings
Go to Your Profile and navigate to the Security section.
Enter Current Password
If you have a password set, enter your current password for verification.
Enter New Password
Type your new password. It must be at least 8 characters with uppercase, number, and special character.
Confirm Password
Re-enter your new password to confirm and prevent typos.
Update Password
Click Update Password to save your new password. You'll use this for future logins.
