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Use the Calls tab or the New call dialer in Messages to call listing agents straight from your browser, review call history, play recordings and voicemails, and get AI summaries of what was said.
Key things to know
  • Calls run in the browser over your organization’s phone number; you need microphone permission and a stable connection.
  • In Messages, New call lets you search existing contacts or type a phone number from scratch.
  • Recording follows state consent rules: it is blocked when the property is in a stricter-consent state, and the other party always hears a recording notice first.
  • Transfers are warm only - you brief the teammate while the agent waits on hold, then Merge joins everyone in a 3-way call.
  • Teammates can only receive transfers if they have a verified cell number in My Profile > Call Forwarding.

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Placing a call

You can place browser calls from two places:
  • Open an existing conversation, go to the Calls tab, and click Call Now.
  • In Messages, click New call beside the conversation search box. Use Contacts to search your saved contacts, or use Keypad to type a phone number.
You need:
  • A provisioned phone number (see Phone Number).
  • Browser microphone permission.
  • A stable connection.
During the call, a floating call widget gives you Mute, Hold / Resume, Keypad, Transfer, and hang up. The widget stays with you if you navigate to other pages, and you can jump back to where the call started. Calls started from an existing contact stay attached to that contact’s thread. If the contact is already associated with a property, the call also appears in that property’s conversation history. Calls to a new number create a Messages thread so you can save the contact and attach a property later.

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Recording a call

Before dialing, switch on the Call Recording toggle.
  • When the property’s state allows recording, the toggle simply turns on and the status line confirms which state the decision was based on.
  • When the property is in a stricter-consent state, recording is unavailable and the toggle is disabled. The blocked states are California, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania, and Washington.
  • When the state is unknown, an Attest Recording Eligibility window asks you to confirm the recipient is not in a blocked state before recording is enabled.
When recording is on, the called party hears a short recording notice before being connected. Finished recordings appear on the call card in the thread, where you can play them back or generate an AI summary that opens in its own window.

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Recording during a call

You can also start or stop recording while a call is in progress, including on incoming calls. Once the call connects, the floating call widget shows a Record button:
  • Click Record to start recording. The first time you use it, a Recording Notice window reminds you that you are responsible for telling the other party the call is being recorded.
  • While recording, the widget shows a red REC indicator. Click Stop to end the recording; the rest of the call is not recorded.
  • Stop also works on calls that started with the Call Recording toggle on, so you can end a recording partway through a call.
Each call keeps a single recording. Once you stop a recording, it cannot be restarted on the same call. The finished recording appears on the call card in the thread as usual.
When you start recording mid-call, there is no automated recording notice. It is your responsibility to inform the other party that the call is being recorded. Recording without notice may be illegal in some states.

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Voicemail

When an incoming call is not answered (or you send it to voicemail), the caller hears your voicemail greeting, read by an AI voice.
  • Set the greeting script in Advanced Settings > Communication under Voicemail. You can insert your company name and phone number into the script.
  • Choose a Female or Male voice and click Play preview to hear the current script before saving. Only admins can change voicemail settings.
  • Voicemails left by callers appear in the thread with playback and an AI summary of the message.

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Transfers, Add My Cell, and Merge

During a call, click Transfer to open the teammate picker. Teammates appear alphabetically, with online teammates first and a presence dot when availability is known.
1

Pick a teammate

Click the transfer icon next to a teammate. The agent is placed on hold while the teammate is rung in their browser and on their verified cell at the same time - whichever they answer first wins.
2

Brief your teammate

Talk to your teammate privately while the agent waits on hold.
3

Merge everyone

Click Merge to take the agent off hold and join all three of you in one call. You can stay on or hang up - the call continues between your teammate and the agent.
The picker also has a pinned My Cell row: click Add your cell to this call to ring your own verified cell and bring it into the active call without putting the agent on hold - handy when you need to step away from the computer mid-call. Teammates need a verified cell number in My Profile > Call Forwarding to receive transfers. That same setting lets each user ring their cell alongside the browser for incoming calls.
For Quo-connected organizations, calls are handled in Quo, and in-call transfers are not available. See Quo Integration.

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Common questions

The teammate needs a verified cell number in My Profile > Call Forwarding. If no teammates have one, the picker shows an empty state explaining this. Transfers are also not available for Quo-connected organizations.
The property is in a stricter-consent state where recording is blocked, or the state is unknown and you have not completed the attestation. The recording panel explains which case applies.
When you turn on recording before dialing, the called party hears a short recording notice before the call connects. When you start recording mid-call with the Record button, there is no automated notice - you must inform the other party yourself.
Open the call card in the thread and use its summary button. The AI summary opens in a dedicated window. Voicemails get summaries the same way.
Incoming calls must be enabled on your organization’s number - see Basic Setup > Phone Number. To also ring your cell, verify it under My Profile > Call Forwarding and turn on Also ring my cell on inbound calls.
Use Add My Cell in the transfer picker. Your verified cell joins the live call, and you can continue from your phone.

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Limitations

  • Browser calling requires microphone permission; without it, calls cannot be placed.
  • Recording is unavailable in the twelve stricter-consent states listed above.
  • Warm transfer is the only transfer mode; there is no blind (cold) transfer.
  • Quo-connected organizations place and receive calls in Quo, without ProPilot recording or transfer features.