Do I need to buy new hardware?

No. Telephony works alongside your team's existing phones — there's no separate hardware to learn. Calls are answered and made right inside Clientflow.

SMS is billed by usage at 0.35 kr/message, regardless of which number you send from. Full phone handling on a ported number costs 399 kr/number/mo and includes unlimited calls, unlimited inbound SMS and unlimited receptions.

Do I lose my phone number if I switch?

No. You keep your number. If you only want to send SMS, the number stays where it is. If you want full phone handling, we port the number to us and handle the practical work.

Do missed calls and voicemail get lost?

No. Missed calls and voicemails appear automatically against the right customer in the conversation — voicemail with a clear badge and automatic transcription.

Do I have to record my own menu prompts?

No. Type the text and Clientflow turns it into natural-sounding speech, and you can add emphasis and pauses. If you prefer your own voice, just upload your own audio files.

Can a team member turn off calls when they're busy?

Yes. Each team member can switch on Do Not Disturb for an hour, the rest of the day, or until they turn it off again.

Telephony: Calls, phone menu and voicemail – Help center

Clientflow has a built-in phone system. Your calls and your customers' calls run through it, and every call lands in the same conversation thread as that customer's SMS and emails — so you see calls, SMS and email together in one place per customer.

What you can do with telephony

Call any customer from inside Clientflow — click the call button on a contact or conversation and your phone and theirs connect automatically. There's also a dialer for typing a number directly; if the number isn't a contact yet, one is created for you.
Receive calls through a phone menu (IVR) — incoming callers are greeted and can be guided with "press 1 for…, press 2 for…" options that route them to the right team or queue.
Opening and closing hours — set business hours per weekday and handle out-of-hours calls differently (e.g. a different greeting, or straight to voicemail).
Call queues — incoming calls ring your team by rules you choose (ring all, round robin or random), with hold music and a wait limit before falling back to voicemail.
Voicemail — unanswered calls can be left as a message that appears in the customer's conversation with a clear "voicemail" badge and playback.
Call recording — optionally record calls; recordings are saved and playable from the call in the conversation.
Automatic transcription & summary — recorded calls are transcribed by AI, with a short bullet-point summary and a read on the customer's mood, so you can catch up on a call without listening to the whole thing.
SMS from the phone menu — a menu option can text the caller automatically (e.g. "press 5 and we'll send you a link").
Custom greetings without recording your own voice — type your greeting or menu prompt and Clientflow turns it into natural-sounding speech (you can add emphasis and pauses). You can also upload your own audio.
Per-person phone setup & Do Not Disturb — each team member has their own number and can switch on Do Not Disturb (for an hour, the rest of the day), so calls skip them while they're busy.
Field workers — you choose whether field workers can call (and send SMS) from the company number.

Calling a customer

Open a contact or a conversation and click Call.
Your phone and the customer's connect automatically.
To call a number that isn't a contact, open the dialer, type the number and call — the contact is created for you.

When the call ends, it sits as a call card in the customer's conversation alongside SMS and email. With recording and transcription on, the summary and mood appear on the card within minutes.

Receiving calls

Incoming calls are governed by your phone menu, your opening hours and your queues.

Phone menu (IVR)

A phone menu has three steps:

Greeting — the audio played when the call is answered.
Options — key presses (press 1, 2, 3 …), where each option has a destination: a phone number, a queue, or an SMS to the caller.
On no answer — what happens if nobody picks up: a message to the customer and, if you want, the option for the customer to leave a voicemail with a chosen maximum length.

Queues

Setting	What it does
Ring strategy	Ring all, Round robin or Random
Max wait time	How long the customer waits before falling back to voicemail
Queue announcement	Played before the hold music
Hold music	Music while the customer waits
Agents in the queue	The team members the queue rings

Opening hours

Set open and close times per weekday. Outside hours you can play a different message — e.g. "We're closed now, leave a message and we'll call you back."

Voicemail, recording & transcription

Voicemail is set up in the phone menu's On no answer step. Recorded messages appear on the missed call in the customer's conversation — automatically transcribed and summarized.
Recording is enabled under the Recording card with the Record all calls toggle. Note: you are responsible for informing customers about recording in accordance with GDPR.
Transcription & summary are produced automatically on recorded calls: full text, a short bullet-point summary, and a read on the customer's mood. Transcription draws on your AI credits.

Agents & Do Not Disturb

Each team member (agent) is assigned a phone number and can be part of queues. An agent can switch on Do Not Disturb so calls skip them:

For an hour
The rest of the day
Until they turn it off again

As an administrator you decide, under Field workers, whether field workers may call and send SMS from the company number.

Two ways to set up your numbers

Clientflow works at two levels. You can start with just outbound SMS from your own number and upgrade to full phone handling whenever you're ready.

1. Send SMS from your own number (no porting)

Request your number in the app. Our support team verifies it for you, and once verified you can send SMS straight from Clientflow with your own number.
You keep your number where it is — nothing moves, and you don't change your phone subscription.
SMS is charged at a fixed rate per message, regardless of which number you send from (0.35 kr/message).
This is the quickest way to start texting customers from Clientflow.

2. Port your number to us for full phone handling

If you also want to receive SMS and handle calls — phone menu (IVR), greetings, receptions, queues and voicemail — you port the number to us.

We handle the practical work of moving the number to our telecom partner and setting it all up for you.
This replaces your current phone subscription for that number.
It costs 399 kr/number/mo and includes unlimited calls, unlimited inbound SMS and unlimited receptions.
SMS you send is still charged at the same fixed rate per message — porting doesn't change SMS pricing.

To port a number we need two things: the number you want to move, and the SIM card number (ICCID) of the SIM that number currently lives on. See Find your SIM card number for number porting for where to find it on iPhone and Android.

How most companies do it: Port your main company number to us, then choose which mobiles ring on each number's queues. From there you set up your greetings, menus and opening hours, and your team answers calls right inside Clientflow.

See current pricing on the pricing page.

Where you set it up

Administrators find telephony under Settings → Email & Telephony on the Telephony tab. There you can:

Build the phone menu (greeting → options → transfers → voicemail).
Set opening hours and choose what happens out of hours.
Configure queues (who gets rung, in what order, hold music, wait time).
Write or upload greetings and prompts via the audio library.
Turn recording on or off.
Manage your phone numbers — request new ones, retire old ones, choose your primary SMS sender number, and route specific numbers to specific inboxes.

If telephony isn't already enabled on your account, our support team will help you get started.

Telephony: Calls, phone menu and voicemail