Make and take calls

Menaia has a built-in phone. You call customers from their conversation, answer incoming calls right in your browser, and hand calls to teammates without switching apps. Calls use your workspace’s business numbers, so customers see your business, not your personal cell.

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Place a call

Calls start from a call button in Communications:

• The Call button in a conversation’s header.
• Call back on a missed call or a voicemail in a conversation.

To call someone you haven’t talked to yet, start a conversation first. Click New, pick the contact or type the number on the New Number tab, then use the Call button in the header. See Start a new conversation. A call button is grayed out when you can’t call. Hover over it to see why: When you click a call button, the call screen opens and shows Calling…, then Ringing…, then a timer once the person answers.

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Which number the customer sees

Each call goes out on one of your workspace’s numbers:

1. From a conversation tied to a number, the call uses that number, as long as you’re on that line. The From line above the message box shows which one.
2. Otherwise, it uses a number you’re on.
3. If you aren’t on any number, it uses your workspace’s primary number.

If an admin has marked you Masked on that line, the customer sees the line’s masking number instead. For the exact rules, see Which line outgoing calls use.

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Answer a call

Incoming calls ring you in Menaia on whatever page you’re on, as long as Menaia is open in your browser. An Incoming call screen covers the page with the caller’s name, when their number matches a client contact or a Thumbtack lead, or their number if it doesn’t.

• Click Accept to answer. While the call connects, the button changes to Cancel.
• Click Decline to stop ringing.

Who a call rings, and what happens when nobody answers, is set by your admin. See How ringing works. While you’re already on a call, new calls don’t ring you.

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During a call

The call screen shows who you’re talking to, the call timer, and these controls: Hold, Transfer, Keypad, and Add Person switch on a moment after the call connects. They stay off while a warm transfer is in progress.

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Keep working during a call

The call screen covers the page. To get back to work while you talk, click Minimize (the minus icon in the corner). The call shrinks to a small bar with the caller’s name, the timer or On hold, and Mute and Hang up buttons. Click the bar or Expand to bring the full call screen back. You can move around Menaia without dropping the call.

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Call recording

If your workspace records calls, a note at the bottom of the call screen reads “This call is being recorded” with a timer, or “Recording of this call is paused.” Recording is set by your admin and starts on its own, so there’s nothing for you to start or stop. Callers may hear a short message telling them the call is recorded. See Incoming and outgoing call recording.

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Transfer a call

Both types put the customer on hold while your teammate’s phone rings.

• Warm transfer lets you talk to your teammate first. A banner shows “Ringing name…”, then “Consulting name — customer on hold” once they answer. Click Complete to connect the customer to your teammate and leave the call. Click Cancel to drop your teammate and take the customer off hold.
• Cold transfer hands the call straight over. As soon as your teammate answers, the customer comes off hold, is connected to them, and the call becomes theirs.

If your teammate doesn’t answer, the customer comes off hold and is back with you.

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Add a teammate to the call

Click Add Person, search for a teammate, select them, and click Call Now. Menaia rings them and, when they answer, they join the call with you and the customer. The customer isn’t put on hold.

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Set your availability

Your availability decides whether incoming calls ring you. Change it from the button at the top of the Communications inbox:

• Active: incoming calls can ring you.
• Unavailable: incoming calls skip you. Use this when you’re away or busy with something else.
• On a call: set automatically while you’re on a call, then goes back to your previous choice when the call ends.

Everyone starts as Active. Your choice stays until you change it, even after you close Menaia. When you switch back to Active and callers are waiting in the queue, the next caller can be connected to you. Your status also shows to teammates when they transfer a call and on the Call Center.

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Test a line

Admins can check a number works by opening it in Communications settings and clicking Test call.

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Troubleshooting

• “Microphone unavailable”: allow microphone access for Menaia in your browser, then try again.
• “Calling unavailable” / “The dialer is not ready yet. Try again in a moment.”: your phone is still connecting. Wait a few seconds and click the call button again.
• “Call failed”: the call couldn’t be completed. Try again.
• Calls aren’t ringing you: check that your availability is Active and that Menaia is open in your browser. If it still doesn’t ring, ask your admin whether you’re on the number that’s being called.

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What’s next