The calling function in Loxo is designed to help keep your outreach simple and organized with only a few steps. Calling is built into Loxo and managed through independent VOIP providers via integrations. Loxo has multiple integrations available for VOIP, and each provider manages call traffic slightly differently. Please consult with your VOIP provider directly for any questions regarding your VOIP account.
Read below to find answers to common questions about making calls, organizing call tasks, and understanding available VOIP partners.
Questions About Making Calls from Loxo
What shows up on my recipient's Caller ID?
When you place a call using a VOIP system, the recipient will see the number from which you are calling. There are a few things to keep in mind:
If you use Twilio, the recipient will see your Agency Line on their Caller ID unless you have a separate dedicated number for your user setup with Twilio. If a dedicated number is assigned to your user, the recipient will see this on their Caller ID.
If you use a shared line through RingCentral, the recipient's Caller ID will display the number that an account admin has connected under "RingCentral Extension Agency Setup." If each user has their own number through RingCentral, the Caller ID will display the "Personal Setup" number, depending on who is calling.
For our RingOver integration, users are directed out of Loxo to complete the call in the VOIP system's app. The recipient's Caller ID will display the number that you use to make the call.
Can I make calls from any computer?
As long as you have an operational microphone and speakers, along with an integrated phone line with one of our partners, you can use Click-to-Dial from any computer. Make sure you are using Chrome as your browser to optimize the quality and functionality of calling from Loxo!
Note: For Twilio and RingCentral integrations, Click-to-Dial works directly within the Loxo site. For Ringover integration, Click-to-Dial will redirect you to your VOIP system to complete the call.
Can I use my headset to make calls from Loxo?
Yes, you can use a headset to make calls from Loxo as long as it is connected to your computer. Make sure your browser allows the Loxo site to access your microphone and speakers!
If you have a headset connected and are experiencing issues with your audio, check your device and browser settings to make sure the headset is selected for audio input and output.
Can I text from the number I set up to call from Loxo?
Loxo is designed to work for both calling and texting from any number that is dual-capable. If you have a mobile phone number with text functionality enabled with one of our VOIP partners, then the Loxo integration can support both calls and texting. Both sent and received texts will show up in a person's Activity Stream.
You can read more about sending SMS or texts through Loxo here.
Questions About Call Activities in Loxo
Are all calls made through Loxo logged?
All calls made through Loxo are automatically logged and saved in the Activity Stream of the person's record for easy reference.
If you have incoming calls sent to Loxo, then incoming calls will also be logged in the Activity Stream of the person's record.
If you have incoming calls forwarded to your own phone, then those events will not be recorded on the Activity Stream.
If you make an outbound call to a number that is not in your Loxo database, there will be no activity logged in Loxo. Call events can only be logged if the number is listed on a person's profile.
If an incoming call originates from a number that is not in your Loxo database, our call routing logic will forward the call to your account's Main Phone Number. This is typically a mobile number or office line that is provided during sign-up.
There may be additional automated activities depending on which VOIP provider you are using. Check with your VOIP provider or ask the Loxo Team if you have additional questions about your specific integration partner.
Can contacts call my Loxo number back?
Yes, contacts can return calls to the number you have integrated with Loxo. You can control whether incoming calls are directed through Loxo so you can answer them in-app or forward to the number saved to your profile. You can learn more about Twilio call routing here and RingCentral call routing here. Note: If you use RingOver, incoming calls will be received directly in your VOIP account.
Am I able to record my calls?
Yes, you can choose to record important phone calls when making calls from Loxo with Twilio and RingCentral. If you use RingOver, please check with your provider to ensure this feature is included in your plan and for instructions on how to use it.
Call recordings are saved and logged with the Call Event on the person's profile. Recorded calls are great for training new staff or remembering key details from important calls - say, that tough salary negotiation!
Can I view my call activity, or do you have a reporting dashboard?
Yes, you can see your Call Analytics dashboard under your Reports tab in Loxo. Now, you can more effectively manage the training of new teammates, implement performance goals, and track progress to help set your team up for success!
How do I plan my calls with Loxo?
You can organize calls using the Call Queue, which is a fast and easy way to add contacts and candidates to your rolling to-do list, so you can manage and complete your calls every day.
Questions About Phone or VOIP Integration Partners
Can I integrate my own phone number?
No, you cannot integrate with your own phone number. The number has to be hosted by one of Loxo's VOIP providers in order to integrate it with our system. You can read about the available options to get started with calling in Loxo, or you can review our collection of VOIP Partner Integrations.
Note: If you use Twilio, they have a feature called "Verified Caller ID." This allows you to mask your outgoing calls using your own number. Please note that with this setup, recipients would see your personal number on their Caller ID, so if they were to call you back, the call would come through on your device associated with your phone number, and this activity would not be automatically logged in Loxo.
Can I port my number from one provider to another?
Porting a phone number is possible; although it's important to keep in mind that this is a time-intensive, 6-step process that, in some cases, requires collaboration with our Support Team. Porting a number from one provider to another can take up to four (4) weeks and may be limited in some regions. Currently, porting a number is only possible in the continental United States and Canada.
How do I authorize my microphone and speakers in Chrome?
You'll need to authorize Loxo to use your microphone and speakers in order to utilize our in-app calling features. When you first use Click-to-Dial, Chrome should ask you if you want to allow Loxo to access your microphone. Click "Yes" when this happens. If you accidentally click "No," you'll need to go into your Chrome settings to allow access.
Note: Pop-up windows also have to be allowed for Loxo for our in-app calling to work!
Can we assign individual numbers to everyone in my office?
Yes, you can assign individual phone numbers to your team members. We also support using a shared agency number for your whole team, depending on which VOIP integration you are using.
You can read more information about managing multiple numbers across one team in our VOIP Integration Partners collection.
Does Loxo Click-to-Dial integrate with other systems?
Click-to-Dial is a proprietary VOIP system built within Loxo. Our integrations with Twilio and RingCentral allow you to use Click-to-Dial in-app. If you use RingOver, Click-to-Dial will redirect you to your VOIP system to complete the call.
Can I write this expense off on my taxes?
Most business expenses, including phone expenses, can be written off on your taxes. Please speak with your accountant for all advice about tax write-offs for your business expenses.
How do I start using Click-to-Dial?
Click-to-Dial and VOIP integrations are paid features and are not included in free accounts. Please reach out to our team if you are interested in upgrading your account and enabling integrations.
Need to Update Your Phone Number?
Here’s what to do based on your specific situation:
Changing Your Agency’s Forwarding Number for Twilio or RingCentral
Contact our Support Team at support@loxo.co or click the '?' icon in your account for assistance.
Updating the Business Phone Number Loxo Has on File for Your Business
Reach out to our Support Team at support@loxo.co, or use the '?' in your account for assistance.
Updating Your Personal Forwarding Number (Twilio Only)
If Twilio is your phone provider, you can update your personal forwarding number by going to Settings > Teammates. Please note that access to the Teammates page is an admin-only permission. For the best experience, we recommend entering forwarding numbers with no dashes or spaces, such as +12345678900.
Changing Your Twilio Number
If you don’t own your Twilio account: Please contact our Support Team at support@loxo.co or click the '?' icon in your account for assistance.
If you own your Twilio account: Log into your Twilio account directly to make the change. Reach out to Loxo Support for assistance with changing number assignments in Loxo.
Changing Your RingCentral or RingOver Number
Log in to your RingCentral or RingOver account to update your number.