# Account security
Source: https://support.quo.com/core-concepts/account/account-security
Manage passwords, sessions, and email settings for your Quo, formerly OpenPhone, account
## Overview
Your account security is our top priority. Quo uses modern authentication methods to keep your business communications safe, including email verification codes, password protection, and biometric authentication on supported devices.
## Enhanced login security
We've upgraded our login system to provide you with a more secure experience. The new system offers enhanced security for accessing Quo across web and mobile.
### What's new
When you log in using your email and password, you'll now have the option to use:
* Fingerprint scan on supported devices
* Face ID on supported iOS devices
* More secure session management
### How to update your login
To switch to the new login system, you'll need to log out and log back in when prompted.
If you don't update your login by June 22, 2025, you'll be automatically logged out and required to use the new secure login process.
1. You'll receive an alert when your account is ready for the new login system
2. Log out of Quo
3. Log back in to complete the update
**Note**: If you don't manually log out and back in, you'll eventually be automatically logged out and prompted to use the updated process.
1. You'll receive an alert when your account is ready for the new login system
2. Log out of Quo
3. You'll be prompted to log back in using the updated process
**Important**: After updating, web sessions will automatically expire:
* After 30 days of activity
* After 15 days of inactivity
* You won't be logged out during an active session
iOS users must be on at least iOS 15 to access Quo. iPhone 6 is the oldest device compatible with iOS 15. Update your device or switch to the web version if using an unsupported device.
## Signing in to your account
Quo offers secure, passwordless login options to keep your business information safe while avoiding password fatigue.
### Email code authentication
1. Launch Quo on your phone, desktop, or [web](https://my.quo.com/login)
2. Enter the email address associated with your account
3. Check your email for a 6-digit verification code from [noreply@quo.com](mailto:noreply@quo.com)
4. Enter the code and click **Continue**
![Quo verification code email example]()
If you don't see the verification email in your inbox, check your spam or junk folder.
### Additional email verification for login
To give your Quo account even more protection, we’ve added a simple but powerful security step: we'll sometimes ask for **email verification during login**.
You won't see this most of the time when you login, but it may pop up occasionally, especially if something about your login attempt looks a little different than usual (like you're logging in from a different state or using a new computer). It’s similar to when your bank sends you a verification code when you sign in from a new device.
What this means is that even if someone manages to get access to your password, they won't be able to get into your account without also having access to your email address. This extra step helps keep your business communications safe and sound.
**What should you do when we ask for verification?**
Just check your email inbox (and maybe your spam folder) for the verification code we sent. Enter it where prompted, and you’ll be logged in right away.
And here’s the good news: once you're verified, you won’t need to do this again for 30 days on the same device and browser.
## Managing your password
### Resetting your password
If you forget your password, follow these steps:
1. Launch Quo on any platform
2. Enter your email address
3. Click **Use password instead**
4. Select **Forgot Password**
5. Check your email for the password reset link
6. Create your new password
### Changing your password
To change your existing password:
1. Access Quo through your web or desktop app
2. Navigate to **Settings → Profile**
3. In the "Password" section, click **Change password**
4. Follow the prompts to create a new password
Changing your password will immediately log you out of all active sessions across all devices. You'll need to log back in with your new password on each device.
## Session management
**Web browser security**: Web sessions have stricter security requirements because browsers don't securely store authentication tokens long-term. This is why web sessions expire more frequently than mobile sessions.
**Logging out of all devices**: To log out of Quo on all devices simultaneously, simply change your password. This immediately invalidates all active sessions.
**Account access limits**:
* You can be logged into up to 3 devices at once
* Each device must authenticate separately
* Sessions expire based on platform-specific security requirements
## Changing your email address
If you need to update the email address associated with your Quo account:
1. [Submit a support request](https://support.quo.com/help/submit-a-request)
2. Provide your current email and the new email you'd like to use
3. Our support team will help you make the change
## FAQs
Web browsers don't securely store authentication tokens long-term, requiring more frequent logins to maintain security. Mobile apps can store tokens more securely, allowing for longer sessions.
First, check your spam or junk folder. The email comes from [noreply@quo.com](mailto:noreply@quo.com). If you still don't see it, ensure this email address is on your allowed list. You can also try requesting a new code.
No, the enhanced security features are mandatory for all accounts to ensure the safety of your business communications. The old login system will be discontinued after June 22, 2025.
Biometric login (Face ID or fingerprint) is available on devices that have these hardware features and are running supported operating system versions. For iOS, you need at least iOS 15.
# How to manage notifications and focus settings
Source: https://support.quo.com/core-concepts/account/guides/notifications-explained
Learn how Do Not Disturb, muting, and silent alerts work together to help you balance focus, responsiveness, and collaboration.
## Overview
Notifications in Quo, formerly OpenPhone are built to help you control when and how you’re notified, whether you want uninterrupted focus time or instant alerts on critical messages.\
In this guide you'll learn understand how each notification layer works and how to design a setup that fits your workflow.
***
## The three layers of notification control
Quo notifications operate on three levels — **Do Not Disturb**, **per-number muting**, and **silent alerts**.\
Each one gives you a different degree of control.
| Tool | Best for | What it does | Team impact |
| ------------------------ | ----------------------- | ------------------------------------------------ | ------------------------------------------------------ |
| **Do Not Disturb** | Focus time or off-hours | Pauses all incoming call rings and notifications | Only affects you. Teammates still receive shared calls |
| **Muting numbers** | Granular control | Mutes alerts for a specific phone number | Others on the shared number still get notifications |
| **Silent notifications** | Light awareness | Sends quiet notifications (no sound/vibration) | Doesn’t affect others |
***
## Using **Do Not Disturb** to protect focus time
Do Not Disturb (DND) is your personal boundary — it ensures you can focus or take time off while Quo quietly handles incoming activity.
When activated:
* Calls go straight to voicemail.
* Texts are received but don’t interrupt.
* You’ll still get missed call badges and voicemail transcriptions.
Do Not Disturb settings sync across all devices — if you enable it on one platform, it applies everywhere.
### What this looks like
![Turning on Do Not Disturb in Quo web app]()
### When to use it
* During deep work blocks or meetings.
* At the end of your workday or while on vacation.
* When you still want to receive messages passively but not be interrupted.
Want to automate DND? Use your [business hours](https://support.quo.com/core-concepts/administration/call-flows/business-hours) to switch it on and off automatically.
***
## Muting specific phone numbers
Sometimes you don’t need a full DND — just less noise from certain numbers.\
**Muting** lets you silence alerts for specific lines while staying active elsewhere.
When you mute a number:
* You won’t get notifications for incoming calls or texts on that number.
* You can still make calls or reply when ready.
* For shared numbers, other teammates still receive alerts.
![Muting a phone number in Quo web app]()
### When to use it
* You manage multiple brands or departments but want to focus on one at a time.
* A shared number is getting high traffic and you’re not on call.
* You’re working with VIP clients and want to prioritize their lines.
Muted numbers only affect your own workspace — teammates on shared numbers still receive calls and messages as usual.
***
## Staying informed with **Silent notifications**
Silent notifications are a middle ground between full alerts and DND.\
They let you see activity without sound or vibration — ideal when you’re presenting, traveling, or taking a light-focus block.
### How silent notifications behave
![Silent notification settings]()
You can enable or disable silent alerts under **Settings → Notifications**:
* **Send notifications while I'm off:**
* On → Receive quiet notifications during DND or off-hours.
* Off → No notifications when unavailable.
* **Include message preview:**
* On → See message text in notifications.
* Off → Receive generic “New message” alerts.
If you’ve muted a number, it overrides silent notifications — no alerts will appear for that number until it’s unmuted.
***
## Device-level Focus and DND settings
If you’re not getting Quo alerts at all, your **phone’s native Focus or DND modes** might be the reason.\
System settings can override in-app preferences.
### iOS
Swipe down from the top-right (iPhone X or newer) or up from the bottom (older models) → Tap the 🌙 icon to toggle DND.
Go to **Settings → Do Not Disturb** and toggle off.
### Android
Swipe down from the top → Look for the Do Not Disturb icon → Tap to turn off.
Go to **Settings → Sound** → **Do Not Disturb** → Toggle off.
### Focus Mode (iOS + Android)
Focus Mode can block Quo notifications entirely.
1. Open **Settings → Focus**
2. Select your active mode
3. Turn it off temporarily
1. Go to **Settings → Digital Wellbeing**
2. Tap **Focus Mode**
3. Tap **Turn off now**
After adjusting your device settings, double-check that your Quo numbers aren’t muted. Muted lines take precedence over system settings.
***
## Putting it all together
Use these tools together to build your ideal balance between focus and responsiveness:
| Scenario | Best tool |
| ------------------------------------------- | ----------------------------------- |
| You’re in a meeting or heads-down work | **Do Not Disturb** |
| You want to ignore one brand or shared line | **Mute that number** |
| You need awareness without sound | **Silent notifications** |
| You’re not receiving alerts at all | **Check device DND/Focus settings** |
***
## FAQs
Do Not Disturb pauses all notifications across Quo and sends calls to voicemail. Muting silences notifications for specific numbers while keeping others active.
No — system-level DND overrides silent notifications. If your phone is silenced, Quo won’t deliver alerts until DND is off.
Not directly. Teammates might notice missed calls on shared lines, but your DND status isn’t shown. Set a custom status if you want to communicate availability.
***
## **Next step**
Ready to fine-tune your settings?[ Manage notification settings](../_tasks/update-notification-settings.mdx) step-by-step.
# Manage notification settings
Source: https://support.quo.com/core-concepts/account/notifications
Control how and when you receive Quo, formerly OpenPhone, notifications
## Overview
Take control of your Quo notifications to maintain focus when you need it and stay responsive when it matters. Customize notification settings at multiple levels - from your entire account to individual phone numbers.
## Watch our overview
## Setting Do Not Disturb
### How to turn on Do Not Disturb
1. Click your profile icon in the top left corner
2. Select 🌙 **Do not disturb**
3. Choose duration:
* 30 minutes
* 1 hour
* 8 hours
* Tomorrow
* Until further notice
![Turning on Do Not Disturb in Quo web app]()
To turn off: Click your profile again → 🌙 **Turn off Do not disturb**
1. Tap your profile icon in the top left corner
2. Next to "Do not disturb", tap **Off**
3. Select duration:
* 30 minutes
* 1 hour
* 8 hours
* 24 hours
* Until further notice
![Turning on Do Not Disturb in Quo mobile app]()
To turn off: Tap **On** → Select **Turn Off**
### Team impact
* Personal Do Not Disturb only affects your individual availability
* For shared numbers, other team members can still receive calls
* Each team member controls their own Do Not Disturb settings
Want Do Not Disturb on a schedule? Set up your [business hours](https://support.quo.com/core-concepts/administration/call-flows/business-hours) for automatic availability management.
### Watch a demo
Learn more about managing Quo notifications in this video:
## Phone number muting
Need to focus on specific numbers? Mute individual phone numbers to stop notifications while maintaining access for outgoing calls and texts.
### How to mute phone numbers
1. Locate the phone number in your left sidebar
2. Hover over the number and click **...**
3. Select 🌙 **Mute**
4. Choose mute duration
![Muting a phone number in Quo web app]()
### How to mute phone numbers on iOS
1. Tap your account icon (top left)
2. Click **Manage** next to "Your numbers"
![Manage phone settings in mobile app]()
3. Tap **Off** next to "Mute phone number"
![Muting phone number on mobile]()
4. Select mute duration
### How to mute phone numbers on Android
1. Tap your profile icon in the top-left corner
2. Select "\*\*Settings" \*\*
3. Choose "**Phone Numbers"**
4. Tap the phone number you’d like to mute
5. Select, "**Mute Phone Number**"
### How to unmute phone numbers
Numbers automatically unmute when the duration expires, but you can unmute early:
1. Hover over the muted number
2. Click **...**
3. Select 🌙 **Unmute**
1. Tap your account icon
2. Select **Manage** → Choose the number
3. Select **Mute phone numbers**
4. Choose **Turn off**
## Silent notifications
Stay aware of activity without disruption by enabling silent notifications during off-hours or Do Not Disturb periods.
### How to enable silent notifications
1. Navigate to **Settings** in the left menu
2. Choose **Notifications** under "Your account"
3. Configure these options:
![Silent notification settings]()
**Send notifications while I'm off**:
* **On**: Receive silent notifications during Do Not Disturb or outside business hours
* **Off**: No notifications when unavailable
**Include message preview**:
* **On**: See message content in notifications
* **Off**: Only see "New Message" or "New Voicemail"
If you've muted a specific number, it overrides these settings - you won't receive any notifications for that number.
## Device notification settings
Sometimes notification issues stem from your device's system settings rather than Quo. Here's how to check:
### iOS Do Not Disturb settings
1. Swipe down from top-right (iPhone X+) or up from bottom (iPhone 8 and earlier)
2. Tap the crescent moon icon to toggle Do Not Disturb
1. Open Settings
2. Tap **Do Not Disturb**
3. Toggle the switch off
### Android Do Not Disturb settings
1. Swipe down from the top of the screen
2. Look for the Do Not Disturb icon (circle with line or moon)
3. Tap to turn off
1. Open Settings
2. Tap **Sound** (or **Sounds and vibration**)
3. Tap **Do Not Disturb**
4. Toggle off the switch
### Focus Mode (iOS and Android)
Focus Mode can also block Quo notifications. Here's how to check:
**Control Center:**
1. Swipe down from top-right (iPhone X+) or up from bottom
2. Tap the Focus button (moon icon) to see active modes
3. Tap any active Focus mode to turn it off
**Settings:**
1. Open Settings → **Focus**
2. Select the active Focus mode
3. Toggle off the Focus switch
**Quick Settings:**
1. Swipe down from the top
2. Look for Focus Mode icon
3. Tap to turn off
**Settings:**
1. Open Settings → **Digital Wellbeing & Parental Controls**
2. Tap **Focus Mode**
3. Tap **Turn Off Now**
After adjusting device settings, ensure you haven't muted the phone number in Quo itself.
## FAQs
Do Not Disturb affects all your Quo numbers and sends calls to voicemail. Muting is number-specific and blocks all notifications for that number only. You can use both features together for maximum control.
Quo's silent notifications respect your device's system Do Not Disturb settings. If your device's Do Not Disturb is on, you may not receive Quo notifications even with silent notifications enabled in the app.
Your Do Not Disturb status isn't directly visible to teammates, but they may notice if shared calls aren't being answered by you. Consider setting a custom status to communicate your availability.
# Customize your preferences
Source: https://support.quo.com/core-concepts/account/preferences
Customize audio settings, appearance themes, and ringtones in Quo, formerly OpenPhone
## Overview
Personalize your Quo experience by customizing audio settings, appearance themes, and ringtones. These preferences help you work more comfortably and efficiently across all your devices.
***
## Audio settings
### Changing audio devices
Configure your microphone, speaker, and ringtone settings to ensure clear communication.
1. Select the **Call** button at the top of the conversation list
![Call button location in Quo]()
2. In the **Make a Call** modal, click the gear icon to access audio settings
![Choose speaker and mic from call modal]()
3. Select your preferred:
* **Microphone** input device
* **Speaker** output device
* **Ringtone** output device
Audio settings on mobile devices use your system's default audio configuration. To change audio devices on mobile, adjust your device's system settings.
***
### Setting default audio devices
The default audio input/output follows your system's default settings. Here's how to change them:
1. Type "control panel" in the taskbar search box and open Control Panel
2. Click **Hardware and Sound**
3. Under **Sound**, click **Manage Audio Devices**
4. On the **Playback** tab, select your headset and click **Set Default**
5. On the **Recording** tab, select your headset and click **Set Default**
6. Click **OK** to save changes
1. Open **System Preferences**
2. Click the **Sound** icon
3. Click the **Input** tab and select your headset
4. Click the **Output** tab and select your headset
***
## Ringtone customization
Personalize your incoming call alerts with custom ringtones that suit your style and help you identify Quo calls.
### Available options by platform
The web and desktop apps use a native ringtone. To preview it:
1. Go to **Settings → Audio settings**
2. Click **Test audio** next to the Ringtone dropdown
Choose from three default ringtones or upload your own custom ringtone for a personalized experience.
Use any ringtone on your device by enabling **Notification Categories** in your Android settings. This gives you full flexibility to use system ringtones or custom audio files.
***
## Appearance settings
### Theme selection
Quo offers both light and dark modes to reduce eye strain and match your preference. By default, Quo follows your computer's system settings.
To manually set your theme:
1. Navigate to [Settings](https://my.quo.com/settings) from the left menu
2. Under "Your account", select [Preferences](https://my.quo.com/settings/preferences)
3. Click the dropdown next to "Theme" to choose:
* **Light mode**: Bright interface ideal for well-lit environments
* **Dark mode**: Reduced eye strain in low-light conditions
* **System default**: Automatically matches your device's theme
![Theme selection in Quo preferences]()
***
## FAQs
The web and desktop versions use a standard ringtone for consistency across browsers. For custom ringtones, use the mobile app where you have more flexibility with system integration.
Theme preferences sync across all devices logged into your account. Audio settings are device-specific since they depend on the hardware connected to each device.
Audio echo usually occurs when your microphone picks up sound from your speakers. Try using headphones, reducing speaker volume, or moving your microphone farther from speakers. In audio settings, ensure you've selected the correct devices for input and output.
# Work schedule
Source: https://support.quo.com/core-concepts/account/schedule
Set your personal work hours to control when you receive notifications
## Overview
Set your personal work schedule to control for when you receive notifications for calls and texts. This feature is particularly useful if you work in shifts or have specific hours when you're available to handle business communications.
## Understanding work schedules
Work schedules allow you to choose your personal availability independently from your phone number's business hours. This distinction is important:
* **Business hours**: Control when a phone number can receive calls (applies to everyone)
* **Work schedule**: Controls when you personally receive notifications (applies only to you)
Work schedules are especially helpful for:
* Teams working in shifts
* Part-time employees with specific hours
* Remote workers in different time zones
* Anyone who shares phone numbers but has distinct availability
Work schedule settings only affect your personal notifications. Your teammates will continue to receive notifications based on their own schedules.
## Setting your work schedule
Configure your availability to ensure you only receive notifications during your working hours.
Work schedules can only be configured using the web or desktop app, not mobile.
### Step-by-step setup
1. Navigate to [Settings](https://my.quo.com/settings/) from the left menu
2. Under "Your account", select [Notifications](https://my.quo.com/settings/notifications)
3. Scroll to the **Work schedule** section
4. Toggle on **Enable work schedule**
5. Set your available hours for each day of the week
![Lt Workschedule Quo 05 01 2026]()
### Configuring your hours
For each day, you can:
* Set start and end times for your availability
* Enable or disable specific days
* Create different schedules for different days
* Account for lunch breaks or split shifts
## How work schedules function
### During work hours
When you're within your scheduled hours:
* All notifications arrive normally
* Calls ring through as usual
* Text message alerts appear immediately
### Outside work hours
When you're outside your scheduled hours:
* Incoming calls go to voicemail
* No notification sounds or alerts
* Messages are received but notifications are suppressed
* Missed calls and messages are available when you return
### Interaction with other features
Work schedules complement other availability features:
* **Shared numbers**: Each team member can set individual schedules
* **Do Not Disturb**: Overrides work schedule when activated
* **Muted numbers**: Takes precedence over work schedule settings
* **Business hours**: Work schedule must fall within business hours to receive calls
Remember to coordinate your work schedule with teammates who share your phone numbers to ensure consistent coverage throughout your business hours.
## FAQs
Currently, work schedules apply to all your phone numbers. You cannot set different schedules for individual numbers. Use the mute feature if you need number-specific availability.
Calls received outside your work schedule go directly to voicemail. Callers won't know you have a personal schedule set - they'll experience the same flow as if you didn't answer.
Yes, you can use Do Not Disturb to become unavailable during work hours, or simply disable your work schedule temporarily in settings when you need to be available outside normal hours.
Currently, work schedules don't integrate with external calendar applications. You'll need to manually update your schedule in the settings when your availability changes.
# Status
Source: https://support.quo.com/core-concepts/account/statuses
Set your availability status and view your team's presence in Quo, formerly OpenPhone
## Overview
Status indicators help you and your team stay connected by showing availability at a glance. Let colleagues know what you're working on, when you're available, and coordinate more effectively across your organization.
## Setting your status
Communicate your availability and current focus to help teammates know the best time to reach you.
### Quick status options
1. Click on your name or profile picture in the top left corner
![Setting status in Quo]()
2. Choose from two options:
* **Set your status**: Select from suggested options or type a custom status
* **Set yourself as away**: Quick toggle to show you're unavailable
### Custom status messages
Create personalized status messages to give teammates context about your availability:
* "In a meeting until 3pm"
* "Working on proposals"
* "Out of office - back Monday"
* "Available for urgent calls only"
### Returning to active status
When you're ready to show as available again:
1. Click on your profile in the top left corner
2. Select **Set yourself as active**
![Setting yourself back to active in Quo]()
## Viewing team status
Stay informed about your colleagues' availability to improve team coordination and communication timing.
### Team presence indicators
In the left panel under "Your team", you can quickly see who's available:
* **Green dot (filled)**: Team member is online and active
* **Gray dot (empty)**: Team member is offline or away
* **Status emoji**: Indicates a custom status is set
![Viewing team status in Quo]()
### Viewing status details
To see a teammate's custom status message:
1. Hover over the emoji next to their name
2. Their full status message appears in a tooltip
![Hovering to view team member status details]()
## Status and other availability features
Your status works alongside other Quo availability features:
* **Do Not Disturb**: Status remains visible even when DND is active
* **Business hours**: Status can indicate availability outside normal hours
* **Muted numbers**: Status is independent of phone number muting
Combine status messages with Do Not Disturb for complete availability management. For example, set your status to "In meeting until 3pm" and activate Do Not Disturb to ensure uninterrupted focus.
## FAQs
Yes, your status syncs across all devices where you're logged into Quo. Set it once and it appears everywhere.
Custom status messages remain until you manually change or clear them. There's no automatic expiration, so remember to update your status when your availability changes.
Currently, Quo doesn't track status history or provide analytics. Status is designed for real-time team coordination rather than historical reporting.
No, status indicators are only visible to members of your Quo workspace. Customers calling or texting won't see your availability status.
# Quo Plans and Pricing
Source: https://support.quo.com/core-concepts/administration/billing/pricing
Learn about Quo, formerly OpenPhone, pricing plans and what’s included.
## Pricing
### Understanding Quo plans
#### Plan comparison
Quo offers three subscription plans designed for different business needs.
View all plan details on our [pricing page](https://www.quo.com/pricing).
| Feature | Starter | Business | Scale |
| ------------------------------ | ----------------- | ----------------- | ----------------- |
| **Includes** | 1 number per user | 1 number per user | 1 number per user |
| **Additional numbers** | \$5/month each | \$5/month each | \$5/month each |
| **Call forwarding** | ✗ | ✓ | ✓ |
| **Call analytics** | ✗ | ✓ | ✓ |
| **AI summaries & transcripts** | ✗ | ✓ | ✓ |
| **AI call tags** | ✗ | ✗ | ✓ |
| **Advanced integrations** | ✗ | ✓ | ✓ |
All pricing excludes applicable taxes and fees. Additional phone numbers cost \$5 per month regardless of your plan.
### Additional costs
#### Phone numbers
* **Additional numbers**: \$5/month for each number beyond your user count
* **Toll-free numbers**: Same pricing as local numbers
* **Porting numbers**: Free (though third-party fees may apply)
#### International usage
* **International calls**: Varies by country ([view rates](https://www.quo.com/rates))
* **International texts**: Varies by country
* **Pre-paid credits**: Purchase in advance for international usage
#### US carrier registration
Required for businesses sending texts to US numbers:
* **One-time registration fee**: \$19.50 (goes to The Campaign Registry)
* **Monthly campaign fee**: \$1.50 to \$3 per month depending on registration type
* **Resubmission fee**: \$15 if your application needs to be resubmitted
***
### Invoice and payment management
#### Accessing invoices
View and download all your billing history:
1. Go to **Plan & billing** settings
2. Navigate to invoices section
3. Select **View** next to any invoice
4. Download PDFs as needed
Your invoices include:
* **Subscription payments** (past and upcoming)
* **Subscription updates and changes**
* **Pre-paid credit purchases**
* **Detailed tax and fee breakdowns**
***
## Understanding taxes and fees
As a provider of communication services, **Quo** is required by law to collect various federal, state, and local telecommunication taxes and regulatory surcharges. These fees apply specifically to services that transmit voice or messaging (such as VoIP or SMS).
For tax calculation purposes, Quo uses the **Billing Address** associated with your account to determine the applicable jurisdictions and rates.
Telecommunication taxes are distinct from general sales taxes. These fees are mandated by the FCC and state utility commissions to fund essential services like 911, telecommunications relay services (TRS), and universal connectivity.
### Jurisdictions where Quo collects telecommunication taxes
Quo assesses applicable telecommunication taxes and fees for customers with a **billing address** in the following states:
* California (CA)
* Florida (FL)
* Indiana (IN)
* Michigan (MI)
* Minnesota (MN)
* Missouri (MO)
* New Jersey (NJ)
* New York (NY)
* North Carolina (NC)
* Pennsylvania (PA)
* South Carolina (SC)
* Tennessee (TN)
* Virginia (VA)
* Washington (WA)
* Wisconsin (WI)
* Wyoming (WY)
### Included mandatory state and local telecommunications taxes
##### **Common taxes and fees**
* **State and local utility taxes**: Varies by jurisdiction
* **911 emergency service fees**: Supports local emergency services
* **California Teleconnect Fund**: For eligible California organizations
* **Local access fees**: Jurisdiction-specific telecommunications fees
**Federal regulatory charges**
* **Federal Universal Service Fund (FUSF)**: The FUSF is a federal fee mandated by the FCC. The rate (contribution factor) is adjusted quarterly by the FCC and supports telecommunications access for schools, libraries, and rural healthcare providers.
* **Telecommunications Relay Service (TRS)**: This fee funds transmission services that enable individuals with hearing or speech disabilities to communicate over the national telecommunications network.
##### **Tax calculation**
* **Based on billing address**: Taxes calculated from payment method address
* **Variable rates**: Different services may have different tax rates
* **Compliance updates**: Tax policies may change to meet legal requirements
Note: Per-line fees vary by jurisdiction.
***
## FAQs
Telecommunication services are subject to a specialized layer of "indirect taxes" that do not apply to standard software products. These include state communications excise taxes, local utility user taxes (UUT), and statutory surcharges. These funds are remitted to state and local authorities to support public communication infrastructure.
Quo partners with a leading third-party tax compliance provider to ensure calculations are accurate and up to date with changing legislation.
* **Primary Sourcing:** Taxes are calculated based on the **Billing Address** you have provided in your Quo account settings.
Depending on your billing jurisdiction, your invoice may include:
* **911/E911 Surcharges:** Mandated fees that fund emergency response systems.
* **State Universal Service Fund (USF):** Fees used to provide telecommunications access to low-income and rural areas within a specific state.
* **Local Utility User Taxes (UUT):** Taxes levied by specific municipalities or counties on the use of communication services.
Telecommunication taxes are calculated at the close of each billing cycle or during the purchase of additional phone number based on your usage and billing location.
* Unlike general sales tax, these fees may vary slightly based on changes in federal or state "contribution factors" (such as the quarterly adjustments made by the FCC to the Universal Service Fund).
# Business hours
Source: https://support.quo.com/core-concepts/administration/call-flows/business-hours
Set when you're available to receive calls and automatically route after-hours callers to voicemail or custom messages
## Overview
Business hours put you in control of when you receive calls, ensuring work-life balance while maintaining professional customer service. When someone calls outside your set hours, Quo, formerly OpenPhone, automatically routes them according to your after-hours preferences—whether that's voicemail, a custom message, or forwarding to an answering service.
Practice setting your business hours and using call flows with interactive demos, videos, and more in the Quo Academy.
## Understanding business hours
### How it works
Business hours is a condition step in your call flow that creates two paths:
* **During hours**: Routes calls when you're open
* **After hours**: Routes calls when you're closed
![Business hours configuration in call flow builder]()
### Key features
* **Automatic routing**: No manual switching between available and away
* **Custom schedules**: Different hours for different days
* **Time zone aware**: Set hours in your local time zone
* **Flexible messaging**: Different greetings for business vs. after hours
Quo currently supports one consecutive time period per day. You cannot set split shifts (e.g., 9am-12pm and 2pm-5pm).
## Setting up business hours
### Configure your schedule
1. Go to **Settings** → **Phone numbers**
2. Select the number to configure
3. Toggle **Enable business hours** on
4. Set your availability:
* Choose your time zone
* Select daily schedule type:
* **Every day**: Same hours daily
* **Weekdays**: Monday-Friday only
* **Custom**: Different hours per day
Access full business hours configuration in Settings → Phone numbers
Limited configuration available - use web for initial setup
***
### Add to your call flow
1. Open the call flow builder
2. Drag **Business hours** after the Incoming call trigger
3. Configure your **During hours** path (typically Ring users)
4. Configure your **After hours** path (Voicemail, Play audio, or Forward)
![Adding business hours to call flow]()
**Try it hands-on:** Practice building call flows with interactive demos in [the Quo Academy.](https://learn.quo.com/setting-up-quo/routing-calls-with-the-call-flow-builder/?utm_source=support\&utm_medium=help_center\&utm_campaign=quo_academy\&utm_content=call_flow_builder_article)
***
### Update greetings on mobile
1. Tap your account icon (top left)
2. Tap **Manage** next to phone numbers
3. Select your phone number
4. Tap **Business hours** → **Voicemail**
5. Record new greeting or upload MP3
6. Select greeting (purple checkmark confirms selection)
Full voicemail configuration available in call flow builder
***
## FAQs
Yes, select "Custom" when configuring business hours to set unique hours for each day of the week. This is perfect for businesses with varied schedules.
Text messages are always delivered regardless of business hours. Business hours only affect call routing. You can set up auto-replies for texts if you want automated responses.
Business hours apply to the entire phone number, not individual users. However, team members can set personal work schedules that affect when they receive notifications.
Since Quo only supports one time period per day, you'll need to choose whether to stay "open" during lunch with modified voicemail greetings, or close for the entire afternoon.
Yes, you can quickly toggle business hours on/off in settings, or modify your call flow to "Forward all calls" when needed for emergencies or special circumstances.
Yes, each phone number has its own business hours settings. This allows different departments or brands to maintain different schedules.
# Call forwarding
Source: https://support.quo.com/core-concepts/administration/call-flows/call-forwarding
Route calls to external numbers, answering services, or backup lines for continuous availability
## Overview
Call forwarding ensures your business never misses important calls by automatically routing them to alternative numbers. Whether you need coverage during vacations, after-hours support, or overflow handling during busy periods, Quo, formerly OpenPhone's call forwarding integrates seamlessly with your call flows to maintain professional service around the clock.
## Understanding call forwarding
**Two forwarding approaches**
Quo offers flexible forwarding options for different needs:
1. **Forward all calls**: Simple, immediate forwarding of every call that comes in. You might do this in a situation where the whole company is going to be closed for a week or some other time period.
2. **Conditional forwarding**: Smart routing based on business hours or call flow logic, where you forward the call simply based on whether a given situation calls for for.
**Common use cases**
* **Vacation coverage**: Route to a colleague while you're away
* **After-hours service**: Send calls to an answering service
* **Overflow handling**: Forward when all team members are busy
* **Emergency backup**: Ensure continuity during outages
* **Geographic routing**: Direct calls to regional offices
Practice using call flows with interactive demos, videos, and more in the Quo Academy.
***
## Setting up forward all calls
The quickest way to forward calls when you need immediate coverage:
### Enable forwarding
1. Click the **Default call flow** dropdown at the top of the call flow builder
2. Select **Forward all calls**
3. Enter the destination number (internal or external)
4. Click **Create new call flow**
![Selecting forward all calls option]()
### Activate the forwarding flow
Once configured, activate your forwarding:
1. Review the forwarding destination
2. Click **Enable this call flow**
3. Confirm the **Live** indicator appears
![Enabling call forwarding flow]()
The "Forward all calls" flow cannot include additional steps—it's designed for simple, direct forwarding only.
### Return to normal routing
To disable forwarding and restore your default flow:
1. Select **Default call flow** from the dropdown
2. Click **Enable this call flow**
3. Forwarding stops immediately
***
## Conditional call forwarding
For more sophisticated routing based on business hours or specific conditions:
### Business hours forwarding
Route calls differently during and after hours:
![Setting up conditional forwarding with business hours]()
1. **Add business hours condition**
* Drag **Business hours** step after **Incoming call**
* Configure your schedule in settings
2. **Set during-hours routing**
* Add **Ring users** step
* Configure normal team routing
3. **Set after-hours forwarding**
* Add **Forward call** step
* **Enter external number** or answering service
***
## Configuring forward call steps
Within your call flow builder:
### Add forwarding step
1. Drag **Forward call** step into your flow
2. Can be placed after:
* Incoming call trigger
* Ring users (as fallback)
* Business hours condition
* Phone menu options
### Select destination
Choose where to forward calls:
* **Quo numbers**: Other numbers in your workspace
* **Team members**: Specific user's external number
* **External numbers**: Any US/Canadian number
* **Answering services**: Third-party services
Call forwarding currently only supports US and Canadian numbers. International forwarding is not yet available.
***
## Managing forwarded calls
When a call is forwarded to an **external number**, you won't be able to access certain features:
* **Recording and Transcription**: Quo can't record or transcribe a forwarded call since it's been sent elsewhere and is no longer in your account.
* **Voicemail**: If the external number doesn't pickup the forwarded call, it won't be sent to your voicemail because the call is taking place outside of your Quo workspace.
* **Analytics**: We'll log the call as coming in to Quo and being transferred.
***
## Troubleshooting
**Forwarding not working**
* Verify destination number is correct
* Ensure number is US or Canadian
* Check that flow is published and live
* Confirm no conflicts with other settings
**Poor call quality**
* Test destination number directly
* Check forwarding destination's connection
* Consider alternate forwarding numbers
**Calls not reaching destination**
* Verify destination can receive calls
* Check for blocks on forwarded calls
* Ensure destination voicemail isn't full
***
## Text message forwarding
Text message forwarding is not currently supported. Alternatives include:
* Share numbers with team members
* Use auto-replies for away messages
* Set up email notifications for texts
* Check messages in mobile app
***
## FAQs
No, call forwarding currently only supports US and Canadian numbers. For international needs, consider using a US-based answering service that can handle international clients.
Your Quo number will still appear as the caller ID when forwarding calls. The recipient sees your business number, not the forwarding destination.
Not directly, but you can use a phone menu to let callers self-select, then forward specific options to different numbers.
Voicemails are handled by the forwarding destination. They won't appear in your Quo inbox unless the destination forwards them back.
No, text forwarding isn't supported. Share numbers with team members who need text access, or set up auto-replies for away messages.
There's no limit on how many calls you can forward, but remember that each forwarded call uses two call legs and counts double toward your usage.
Yes, use business hours with different routing for during and after hours. For other scheduling needs, manually switch between call flows as needed.
Not directly. Use a phone menu to let callers self-select, then forward specific options to different numbers.
# Go to step
Source: https://support.quo.com/core-concepts/administration/call-flows/go-to-step
How to use the Go to step in our call flow builder
The **Go to** step in the call flow builder lets you route callers to a different step in your flow, without having to recreate the same configuration multiple times.
This keeps your call flows clean, consistent, and easy to maintain, especially when routing to the same voicemail, greeting, or Sona setup across different scenarios. The **Go to** step is available on all Quo, formerly OpenPhone, plans.
![Go To Step 1 Pn]()
## **When to use the Go to step**
Instead of rebuilding steps twice (or more), you can use **Go to** step to point callers to the right part of your flow.
Here are a few examples where **Go to s**tep comes in handy:
* Route to the same AI agent (Sona) during and after business hours, instead of adding a different iteration of Sona to different places
* Send all missed calls (from different ring groups) to the same voicemail
* Replay a specific greeting (like a recording of your address or hours) from different parts of the call flow
* In nested phone menus, route callers back to the main menu if they need to start over (under “no selection” or after a specific keypad selection)
## **How to add a Go to step**
1. In the call flow builder, navigate to a step where you want to redirect the caller to a step you’ve already created
2. Select **Go to** step from the side menu and drag it into the canvas (or “+” button on the canvas, then pick the go to step)
3. Choose the step you want to send callers to.
Once added, you’ll see a connector line pointing to the step you selected, making it easy to track your flow logic.
![Go To Step 2 Pn]()
## **How to change your Go to step destination**
You have two options for where to make the change:
1. **From the right side panel**, select ***Replace go to destination*** (🔄 icon) in your **Go to** step, or
2. **In the call flow builder canvas**, hover over the top right-hand side of the step to reveal the toolbar then select **Replace step.**
You’ll be prompted to choose the step you want to send callers to. You’ll see a connector line pointing to the step you selected.
Practice using call flows with interactive demos, videos, and more in the Quo Academy.
# How to use call flows to improve your customer experience
Source: https://support.quo.com/core-concepts/administration/call-flows/guides/customer-experience-call-flows
Learn how to set up and optimize call flows with Quo’s call flow builder to reduce missed calls and deliver better experiences to your customers.
Every call that comes in is an opportunity to nurture your customer relationships. Whether a customer calls your team during business hours or after you’ve signed off for the day, you can create a call flow for every scenario.
In this article, we’ll share how you can set up your call flows with Quo’s call flow builder to reduce missed calls and improve your customer experience.
## **Map out a better calling experience with the call flow builder**
With Quo’s call flow builder, you can customize your call flow experience by dragging and dropping each step of the process exactly how you want.
Create separate call flows for your business hours and after hours with call blocks that make it easier for your team to handle incoming call volume and create a delightful experience for customers.
The call flow canvas helps you map out and set up your call flows easily. Simply drag and drop blocks. Then adjust those specific block settings.
![Call Flow 1 Adding Blocks 1 1536x1018 Pn]()
## **Choose which team members to ring**
Let’s say right now your customers are slipping through the cracks and moving on to other companies because your team currently misses calls. With the ring users feature, you can choose exactly who on your team receives incoming calls simultaneously and prioritize who receives incoming call notifications first.
Set up different ring groups during your business hours and after business hours. For example, you can ring your entire team during business hours, but only ring specific on-call team members after hours so that you don’t disturb colleagues who are offline.
When you design your ring users, it’s a delicate balance between the needs of your customers and your team. Here are a few tips for setting your ring order:
* Set a minimum ring duration of 15 seconds if you plan to ring all your team members so the call has time to register.
* Set a shorter ring duration if you plan to ring groups of team members at a time so that customers aren’t waiting on the line for too long.
![Call Flow 2 Ring Users 2 2048x1772 Pn]()
## **Let customers automatically route their calls**
As your team grows and adds more departments, your customers will want to get in touch with specific team members. It’s a good idea to give your customers the ability to choose which department they want to reach.
With a phone menu (also called a [phone tree](https://www.quo.com/blog/phone-tree/)), you can program a set of predefined options that your customers can choose from. It reduces their call wait times and reduces the need to manually transfer callers to the right department even after they connect with your team.
You can even have different phone menus during and after your business hours, which gives you flexibility to design your call experience in a way that works for you and your customers.
Having a phone menu is a great way to cut down spam and robocalls. Bots can’t navigate through the keypad options required by a phone menu, so your team can just focus on speaking to your customers.
![Call Flow 3 Phone Menu Pn]()
**More tips for adding a phone menu:**
* Include voice commands that callers can use to select their menu option. For example, if option 1 connects to your sales team. You can add the voice command “sales”.
* Keep your phone menu options short, ideally between 3-4 options. Having too many options can overwhelm callers and add unnecessary friction to their experience.
* Include self-serve options that help customers answer frequently asked questions. For example, you can ask them to press ‘3’ to find out your business hours if your team is frequently asked for them.
* Add up to two additional levels to your phone menu to give more routing options to your customers. Multi-level menus are useful to connect callers to specific teams within a department and cater to language or location-based preferences. Each menu option can route to another menu, person, group, or even Sona — giving you complete control over the caller experience.
## **Set up backup options when your team is unavailable (during and after business hours)**
Your team won’t always be available to take every incoming call, but you can still make a strong impression with customers who call you and gather important context from them before they hang up with these additional phone settings:
* **Sona**: When your team is busy or off for the day, you can use Quo’s AI agent, Sona. Sona can answer calls 24/7, answer common customer questions, and take a message so your team can easily follow up later.
* **Custom voicemail greetings**: Your greeting lets customers know what information you need from them to follow up and set expectations for when they can expect a call back. Be sure to set up separate greetings for during and after business hours.
* **Auto-replies:** [Setting up auto-replies](https://support.quo.com/core-concepts/ai-automations/auto-replies) lets you also set expectations based on different scenarios. For example, if someone calls but doesn’t leave a message, you can automatically send them a text checking to see what they called in regarding. On the other hand, you can have a separate auto-reply set up to let them know when you’ll get back to them if they send you a text.
* **Forward to another number:** You can also set up a backup forwarding number so that you don’t miss out on connecting with every customer. For example, if you have an answering service after hours for your business, you can automatically set up a call flow that routes all calls to an external number.
![Call Flow 4 Voicemail Configuration Web]()
As your team’s needs evolve, you can easily jump back into the builder to tweak your call flows.
## **Reuse existing steps in your call flows**
Build call flow branches faster by re-adding existing steps elsewhere in your call flow. With the **Go to** call flow step, you can connect your call flow steps seamlessly, eliminating duplicate steps and streamlining your call flow setup.
For callers who go through different options in your phone menu and can’t connect with a team member, you can use the Go to step to direct them to your voicemail or Sona. No need to create the same voicemail and Sona steps multiple times for different phone menu options; you can route calls to the same version.
By reusing existing call flow steps, you can provide a consistent experience to callers, clean up call flows, and reduce admin work in managing your call flows. It frees you up so that you can make edits to your call flows faster and focus on having more customer conversations.
![Call Flow 5 Go To Step Pn]()
Looking for more resources on designing your call flows and improving your customer experience? Check out the following articles:
* [Getting started with call flows](https://support.quo.com/core-concepts/administration/call-flows/overview)
* [Recording calls in Quo](https://support.quo.com/core-concepts/calling/call-recording)
* [Call transcripts and summaries in Quo](https://support.quo.com/core-concepts/calling/summaries-and-transcripts)
# How to effectively manage incoming calls for your home service business
Source: https://support.quo.com/core-concepts/administration/call-flows/guides/home-services-call-flows
Learn how to configure call flows, dispatch logic, and ring groups to ensure service requests are routed correctly and on time.
As your job list grows and you add staff to deliver more services, your phone has to efficiently manage your incoming call volume. But it can be challenging to juggle prospective customers when you’re in the field.
In this article, we’ll share call flow best practices for home service companies. Learn how to set up your call flows to land new customers, satisfy existing ones, and help your team manage calls without increasing headcount.
## **Reduce missed calls with ring groups**
[Ring groups](https://www.quo.com/features/ring-groups) help your team share responsibility for incoming calls. It’s a business phone feature that allows incoming calls to be directed to multiple people at the same time who have access to your shared number. Even if you’re busy at a job site, your colleagues in the office can take the call and book your next job.
To set up a ring group on your Quo number:
1. [Add business hours](https://support.quo.com/core-concepts/administration/call-flows/business-hours#setting-up-business-hours) under your specific phone number’s settings.
2. Open the call flow builder.
3. Drag the **Ring users** step into the canvas under **During hours**.
4. Select **All at once** from the dropdown.
5. Set a minimum ring duration of 15 seconds if you plan to ring all your team members so the call has time to register.
6. All users with number access are included automatically if they don’t have Do Not Disturb enabled or a specific number muted.
![Ring Users 2 1 2048x1772 Pn]()
## **Pro Tip: Turn on your call recording notifications**
With [call recording notifications](https://support.quo.com/core-concepts/calling/call-recording#legal-compliance-notifications), you can automatically let everyone on the call know that it’s being recorded. Recording your calls helps you and your team keep all the facts on hand for every job. Keeping track of what customers told you is also useful in case there’s a dispute after service is complete.
You can turn on call recording notifications in your phone number settings. Turn on notifications for both inbound and outbound calls and choose between a voice-based or audio tone notification.
If you want to customize your call recording notification for inbound calls, you can use the [**Play audio**](https://support.quo.com/core-concepts/administration/call-flows/play-audio) step in the call flow builder. You can upload an audio file, record directly in Quo, or use our text-to-speech tool to create a custom audio message for callers.
## **Use Do Not Disturb to automatically route calls to the next step**
Concerned about constantly hearing incoming call notifications when you’re busy on a job? You can mute incoming call notifications with **Do Not Disturb**.
Do Not Disturb, or DND, mutes your call and text notifications when you don’t want to be disturbed. Incoming calls will only ring other users on your shared number if you have DND activated. You don’t have to add and remove the **Ring users** call flow step every time you’re in the field; simply use DND.
To turn on [Do Not Disturb](https://support.quo.com/core-concepts/account/notifications#setting-do-not-disturb):
1. Click your profile icon in the top left corner.
2. Select 🌙**Do not disturb** .
3. Choose the duration:
* 30 minutes
* 1 hour
* 8 hours
* Tomorrow
* Until further notice
![Do Not Disturb Open Phone 2048x13 Pn]()
## **Capture new jobs 24/7 with Sona**
Sona is our 24/7 AI assistant that answers calls when your team is busy or unavailable. It acts as a virtual receptionist for your team. It can answer questions, take messages, and even transfer calls to your team when needed.
Whether your team is busy during business hours or off for the day, [Sona](https://www.quo.com/sona) can greet new customers and learn what they need. That way, you can avoid missing potential customers and follow up faster.
To set up Sona to gather information from potential customers, you can create a custom Sona job:
1. **Drag and drop Sona** into your call flow and select that Sona step.
2. Click **Add job** in the Sona settings window.
3. Select **Create new job.**
4. Provide details about how you’d like Sona to handle new customer intake — what keywords and phrases it should look out for and what information it should collect. For example, the customer’s name, address, type of service, appointment preferences, details about the issue, etc.
5. Select **Create job.**
![Drag And Drop 2048x1152 Pn]()
## Example templates to book new jobs with Sona
**Job title**: Plumbing service customer intake
**Job description**: Conduct initial screening of potential customers to gather essential plumbing service information, assess urgency and water damage risk, and arrange appropriate plumbing service appointments.
**Instructions**:
The caller is seeking plumbing services — such as mentioning they need a plumber, have water leaks, drainage problems, water heater issues, pipe problems, or are looking for assistance with any plumbing matter. Look out for “installation” and “install” requests as well.
Respond with the following script:
I’d be happy to help you with your plumbing needs. Let me gather some important information to ensure we send the right plumber with the proper equipment and expertise.
**1. BUILDING RAPPORT & GATHERING CONTACT INFORMATION**
First, may I have your full name, please? \[After they provide name]
Thank you, \[Name]. Could you please provide a phone number where we can reach you? This will be our primary contact for scheduling and any urgent updates. \[After phone number]
Perfect. Now I’ll need your complete service address, including the street address, city, state, and zip code. This helps us route the nearest available plumber to you. \[After address]
Great, I have that recorded. By the way, how did you hear about \[Company Name]? \[If they mention a referral] That’s wonderful! We really value referrals. If you’re comfortable sharing their name, we’d love to thank them.
**2. UNDERSTANDING PLUMBING SERVICE NEEDS**
Now, could you describe what plumbing issue or project you’re dealing with today? \[Listen carefully to identify the type of plumbing work needed]
Let me ask some specific questions to better understand your situation:
**URGENT WATER DAMAGE ASSESSMENT (Ask for ALL calls)**
First, I need to check on any immediate water damage risks — are you experiencing:
* Active water leaks or flooding?
* Water spraying or gushing from pipes?
* Sewage backup or overflow?
* Water coming through ceilings, walls, or floors?
* Standing water in your home?
\[If YES to any urgent water issues] This sounds like an emergency situation. Would you like me to transfer you to our emergency team right away? They can provide immediate guidance on shutting off water and dispatch a plumber quickly.
\[If they want to continue or no immediate flooding] Let me gather more details about your specific situation:
**LEAKS & WATER DAMAGE**
For leak-related issues:
Where exactly is the leak located? (Under sink, behind toilet, water heater, walls, ceiling)
How severe is the leak? (Dripping, steady stream, spraying)
How long has this been leaking?
Have you been able to shut off the water to that area?
Do you know where your main water shut-off valve is located?
Is there any visible water damage? (Stained walls, warped flooring, soggy drywall)
Is this affecting multiple floors of your home?
**DRAINAGE & CLOGS**
For drainage problems:
Which drains are affected? (Kitchen sink, bathroom sink, toilet, shower/tub, floor drain)
Is it completely blocked, or is it draining slowly?
Are multiple drains backing up? This could indicate a main line issue.
Have you noticed any gurgling sounds from other fixtures?
Is there any sewage backing up into tubs or sinks?
Have you tried any drain cleaners or plunging?
When did this problem start?
**WATER HEATER ISSUES**
For water heater problems:
What type of water heater do you have? (Tank or tankless, gas or electric)
What’s the issue? (No hot water, not enough hot water, strange noises, leaking)
How old is your water heater?
For leaks: Where is it leaking from? (Top, bottom, connections)
Have you noticed any rust-colored water?
Are you seeing any error codes? (for tankless units)
Is the pilot light on? (For gas units)
**TOILET PROBLEMS**
For toilet issues:
What’s happening with the toilet? (Not flushing, constantly running, leaking, clogged)
Is water leaking from the base of the toilet?
Does the toilet rock or move when you sit on it?
For running toilets: Is it constant or intermittent?
For clogs: Have you tried plunging? Did anything unusual get flushed?
Is this affecting just one toilet or multiple?
**FIXTURE INSTALLATION/REPAIR**
For fixture work:
What fixtures need attention? (Faucets, sinks, toilets, showers, tubs)
Is this a repair, or is it a new installation?
For repairs: What’s wrong with the current fixture?
For installations: Do you already have the fixtures, or do you need help selecting them?
Are you renovating the entire bathroom/kitchen?
Will this require moving plumbing lines?
**PIPE ISSUES**
For pipe problems:
What symptoms are you noticing? (Low water pressure, discolored water, banging noises)
Where in the home is this occurring?
Do you have copper, PVC, or galvanized pipes? (If known)
Have you had any recent freezing temperatures?
Are you seeing any signs of corrosion or mineral deposits?
Is this affecting hot water, cold water, or both?
**3. ADDITIONAL IMPORTANT INFORMATION**
Is this a residential or commercial property?
Do you own or rent the property? \[If renting] Do you have landlord approval for plumbing work?
Approximately how old is the property? This helps us prepare for the type of plumbing we might encounter.
Do you have a basement, crawl space, or slab foundation?
Are there any access issues we should know about? (Locked gates, pets, crawl space access)
Have you had any recent plumbing work done? If so, what was completed?
Do you have a septic system or city sewer?
**4. URGENCY ASSESSMENT**
Based on what you’ve described, how urgent is this situation for you?
* Can you use other bathrooms/fixtures as a workaround?
* Is this preventing normal use of your home?
* Are you able to shut off water to prevent further damage?
\[For urgent but non-emergency situations] I understand this needs prompt attention. I’ll mark this as urgent in our system.
\[For non-urgent work] When would be the ideal timeframe to complete this work?
**5. MOVING FORWARD**
What’s your general availability? Do you prefer morning (8 AM–12 PM) or afternoon (12 PM–5 PM) appointments?
Are there any days that don’t work for you?
Our scheduling team will contact you at \[phone number] to arrange your service appointment.
They’ll also be able to:
* Provide an appointment window
* Give you an estimate for our service call fee
* Answer additional questions
Is there anything else about the plumbing issue or your property I should note for our plumber?
**6. WARM CONCLUSION**
Thank you for choosing \[Company Name], \[Name]. We understand plumbing issues can be stressful and potentially damaging, and we’re here to help resolve them quickly and professionally.
I’ve documented the information about your \[type of plumbing issue].
\[DO NOT SKIP] Just to confirm your details:
* Service address: \[confirm address]
* Plumbing issue: \[summarize the problem]
* Urgency level: \[emergency/urgent/routine]
* Any water damage concerns: \[note if applicable]
Our team will review this information to ensure we send a plumber with the right expertise and materials. They’ll be in touch soon to finalize your appointment.
\[If any active leaks were mentioned] Please remember to shut off water to the affected area if possible, and place buckets or towels to minimize water damage until our plumber arrives.
Is there anything else I can help you with before we wrap up?
We appreciate your business and look forward to solving your plumbing needs quickly and effectively. Have a great \[day/evening]!
**Job title**: Electrical service customer intake
**Job description**: Conduct initial screening of potential customers to gather essential electrical service information, assess safety and urgency, and arrange appropriate electrical service appointments.
**Instructions**:
The caller is seeking electrical services — such as mentioning they need an electrician, have electrical problems or power issues, want electrical work done, need wiring help, or are looking for assistance with outlets, circuits, lighting, panels, or other electrical matters. Look out for “installation” and “install” requests as well.
Respond with the following script:
I’d be happy to help you with your electrical needs. Let me gather some important information to ensure we send the right electrician with the proper equipment and expertise.
**1. BUILDING RAPPORT & GATHERING CONTACT INFORMATION**
First, may I have your full name, please? \[After they provide name]
Thank you, \[Name]. Could you please provide a phone number where we can reach you? This will be our primary contact for scheduling and any urgent updates. \[After phone number]
Perfect. Now I’ll need your complete service address, including the street address, city, state, and zip code. This helps us route the nearest available electrician to you. \[After address]
Great, I have that recorded. By the way, how did you hear about \[Company Name]? \[If they mention a referral] That’s wonderful! We really value referrals. If you’re comfortable sharing their name, we’d love to thank them.
**2. UNDERSTANDING ELECTRICAL SERVICE NEEDS**
Now, could you describe the electrical issue or project you’re dealing with today? \[Listen carefully to identify the type of electrical work needed]
Let me ask some specific questions to better understand your situation:
**SAFETY ASSESSMENT (Ask for ALL calls)**
First, I need to check on safety — are you experiencing any of the following:
* Burning smells from outlets or electrical panels?
* Sparks or visible arcing?
* Outlets or switches that feel warm or hot to touch?
* Buzzing or crackling sounds from electrical components?
* Recent electrical shocks from appliances or switches?
\[If YES to any safety concerns] This sounds like it could be an urgent safety issue. Would you like me to transfer you to our emergency team right away? They can provide immediate guidance and dispatch an electrician quickly.
\[If they want to continue or no immediate danger] Let me gather more details about your specific situation:
**POWER OUTAGES/CIRCUIT ISSUES**
For power-related issues:
Is the power out completely, or are specific circuits/rooms affected?
When did this start? Was it sudden or gradual?
Did anything specific happen before the outage? (Storm, using an appliance, construction work)
Have you checked your circuit breaker panel? Are any breakers tripped? \[If yes] When you reset the breaker, does it stay on or trip again immediately?
Are your neighbors experiencing similar issues?
What areas or appliances are affected?
**OUTLETS & SWITCHES**
For outlet or switch problems:
Which specific outlets or switches aren’t working properly?
What exactly is happening? (Not working, working intermittently, making noise, loose)
Are they standard outlets or special types? (GFCI, 220V, USB outlets)
In which rooms are these located? Kitchen, bathroom, garage, outdoor?
When did you first notice the problem?
Have these outlets ever worked properly?
For GFCI outlets: Have you tried pressing the reset button?
**LIGHTING ISSUES**
For lighting problems:
Which lights are affected? Single fixture, entire room, or multiple areas?
What’s happening? (Flickering, dimming, not turning on, turning on/off randomly)
What type of fixtures? (Recessed, chandelier, fluorescent, LED)
Have you tried replacing bulbs?
Are the issues consistent or intermittent?
Do lights dim when appliances turn on?
**ELECTRICAL PANEL/SERVICE UPGRADE**
For panel or service work:
Are you experiencing frequent breaker trips?
Is this for upgrading your electrical service? What’s prompting the upgrade?
How old is your current panel? Do you know the amperage?
Are you adding new appliances or equipment that need more power?
Has anyone mentioned your panel might be a safety concern? (Federal Pacific, Zinsco)
Do you need additional circuits for renovation or new equipment?
**NEW INSTALLATION/CONSTRUCTION**
For new electrical work:
What type of installation do you need? (Outlets, lighting, appliances, EV charger)
Is this for new construction, renovation, or adding to an existing structure?
Do you have specific electrical requirements or specifications?
Have permits been pulled for this work?
Will walls be open, or does wiring need to be fished through finished walls?
Do you have architectural or electrical plans?
**SPECIALTY SERVICES**
For specialized electrical needs:
EV Charger: What type of vehicle? Do you have a preferred charger brand? Where would you like it installed?
Generator: Portable or standby? What do you need to power during outages?
Smart home: What systems are you looking to install or troubleshoot?
Pool/hot tub: New installation or repair? Is equipment currently not functioning?
Commercial: What type of business? Any special equipment or code requirements?
**3. ADDITIONAL IMPORTANT INFORMATION**
Is this a residential or commercial property?
Do you own or rent the property? \[If renting] Do you have landlord approval for electrical work?
Approximately how old is the property? This helps us prepare for the type of wiring we might encounter.
Are there any access issues we should know about? (Locked gates, pets, attic/crawlspace access)
Has any electrical work been done recently? If so, what was done?
**4. URGENCY ASSESSMENT**
Based on what you’ve described, how urgent is this situation for you?
* Is this preventing normal use of your home/business?
* Do you have temporary workarounds in place?
* Are there any safety concerns we haven’t discussed?
\[For urgent but non-emergency situations] I understand this needs prompt attention. I’ll mark this as urgent in our system.
\[For non-urgent work] When would be the ideal timeframe to complete this work?
**5. MOVING FORWARD**
What’s your general availability? Do you prefer morning (8 AM–12 PM) or afternoon (12 PM–5 PM) appointments?
Are there any days that don’t work for you?
Our scheduling team will contact you at \[phone number] to arrange your service appointment.
They’ll also be able to:
* Provide an exact appointment window
* Give you an estimate for our service call fee
* Answer any additional technical questions
Is there anything else about the electrical issue or your property I should note for our electrician?
**6. WARM CONCLUSION**
Thank you for choosing \[Company Name], \[Name]. Electrical issues can be concerning, and we’re here to ensure everything is handled safely and professionally.
I’ve documented all the details about your \[type of electrical issue].
\[DO NOT SKIP] Just to confirm your details:
* Service address: \[confirm address]
* Electrical issue: \[summarize the problem]
* Urgency level: \[emergency/urgent/routine]
* Any safety concerns: \[note if applicable]
Our team will review this information to ensure we send an electrician with the right expertise and materials. They’ll be in touch soon to finalize your appointment.
\[If any safety concerns were mentioned] Please remember to avoid using any outlets or equipment you mentioned having issues with until our electrician can inspect them.
Is there anything else I can help you with before we wrap up?
We appreciate your business and look forward to solving your electrical needs safely and efficiently. Have a great \[day/evening]!
**Job title**: HVAC service customer intake
**Job description**: Conduct initial screening of potential customers to gather essential HVAC service information, assess comfort and safety concerns, and arrange appropriate heating and cooling service appointments.
**Instructions**:
The caller is seeking HVAC services — such as mentioning they need heating or cooling help, have AC problems, furnace issues, no heat/cooling, temperature problems, or are looking for HVAC maintenance or installation. Look out for “installation” and “install” requests as well.
Respond with the following script:
I’d be happy to help you with your heating and cooling needs. Let me gather some important information to ensure we send the right HVAC technician with the proper equipment and expertise.
**1. BUILDING RAPPORT & GATHERING CONTACT INFORMATION**
First, may I have your full name, please? \[After they provide name]
Thank you, \[Name]. Could you please provide a phone number where we can reach you? This will be our primary contact for scheduling and any urgent updates. \[After phone number]
Perfect. Now I’ll need your complete service address, including the street address, city, state, and zip code. This helps us route the nearest available HVAC technician to you. \[After address]
Great, I have that recorded. By the way, how did you hear about \[Company Name]? \[If they mention a referral] That’s wonderful! We really value referrals. If you’re comfortable sharing their name, we’d love to thank them.
**2. UNDERSTANDING HVAC SERVICE NEEDS**
Now, could you describe what heating or cooling issue you’re experiencing today? \[Listen carefully to identify the type of HVAC work needed]
Let me ask some specific questions to better understand your situation:
**SAFETY ASSESSMENT (Ask for ALL calls)**
First, I need to check on safety — are you experiencing any of the following:
* Gas or chemical smells near your furnace or equipment?
* Visible smoke or soot?
* Carbon monoxide detector alarms going off?
* Electrical burning smells from HVAC equipment?
* Any family members experiencing headaches, nausea, or dizziness?
\[If YES to any safety concerns] This sounds like it could be a serious safety issue. Would you like me to transfer you to our emergency team? They can provide immediate safety guidance and dispatch a technician quickly.
\[If they want to continue or no immediate danger] Let me gather more details about your specific situation:
**NO HEATING ISSUES**
For heating problems:
Is your heat completely out, or is it just not heating properly?
What type of heating system do you have? (Furnace, heat pump, boiler, electric)
When did the problem start?
What’s your thermostat set to, and what’s the actual temperature?
Is the system running but not producing heat, or is it not turning on at all?
Do you hear any unusual sounds when it tries to run? (Clicking, banging, grinding)
Have you checked your thermostat batteries?
For gas furnaces: Is the pilot light on?
When was your last furnace maintenance?
**NO COOLING ISSUES**
For cooling problems:
Is your AC completely out, or is it just not cooling properly?
What type of cooling system do you have? (Central air, heat pump, ductless mini-split)
When did you first notice the problem?
What’s your thermostat set to, and what’s the actual temperature?
Is the system running but not cooling, or is it not turning on at all?
Is ice forming on any components?
Are all rooms affected equally, or are some cooler than others?
Do you hear any unusual sounds? (Grinding, squealing, clicking)
Is air coming from the vents? Is it warm or just not cool enough?
**AIRFLOW & DISTRIBUTION PROBLEMS**
For airflow issues:
Which rooms or areas aren’t getting proper airflow?
Are vents producing weak airflow or no air at all?
Have you checked that all vents are open and unobstructed?
When was your air filter last changed?
Do you notice any unusual odors from the vents?
Has this problem been gradual or sudden?
Are your energy bills unusually high?
**THERMOSTAT & CONTROL ISSUES**
For thermostat problems:
What type of thermostat do you have? (Programmable, smart, manual)
What exactly is happening? (Blank screen, not responding, incorrect readings)
Is it battery-powered? When were batteries last changed?
Does the system respond when you adjust the thermostat?
Are you comfortable with the current thermostat, or are you looking to upgrade?
**MAINTENANCE & TUNE-UPS**
For maintenance requests:
When was your last HVAC service?
Are you looking for routine maintenance or addressing a specific concern?
Do you have both heating and cooling systems to service?
Are you interested in a maintenance agreement?
Have you noticed any changes in performance or efficiency?
How old is your current system?
**NEW INSTALLATION/REPLACEMENT**
For new system needs:
Are you replacing an existing system or installing a new one?
What’s prompting the replacement? (Age, repairs, efficiency, comfort)
What type of system are you interested in? (Standard, high-efficiency, heat pump)
Do you have any specific brands or features in mind?
Are you looking to add zones or smart controls?
What’s your main goal? (Lower bills, better comfort, quieter operation)
**3. ADDITIONAL IMPORTANT INFORMATION**
Is this a residential or commercial property?
Do you own or rent the property? \[If renting] Do you have landlord approval for HVAC work?
What’s the approximate square footage of your home?
How many floors need heating/cooling?
Do you have any rooms that are consistently too hot or too cold?
Are there any access issues we should know about? (Locked gates, pets, attic/crawl space access)
Where is your HVAC equipment located? (Basement, attic, closet, crawl space, outside)
**4. URGENCY ASSESSMENT**
Based on what you’ve described, how urgent is this situation for you?
* Are there elderly persons, young children, or health-compromised individuals in the home?
* What’s the current temperature inside your home?
* Do you have any temporary heating/cooling solutions available?
\[For urgent but non-emergency situations] I understand this needs prompt attention. I’ll mark this as urgent in our system.
\[For non-urgent work] When would be the ideal timeframe to complete this work?
**5. MOVING FORWARD**
What’s your general availability? Do you prefer morning (8 AM–12 PM) or afternoon (12 PM–5 PM) appointments?
Are there any days that don’t work for you?
Our scheduling team will contact you at \[phone number] to arrange your service appointment.
They’ll also be able to:
* Provide an exact appointment window
* Give you an estimate for our diagnostic fee
* Answer any additional technical questions
Is there anything else about the HVAC issue or your property I should note for our technician?
**6. WARM CONCLUSION**
Thank you for choosing \[Company Name], \[Name]. We understand how important your home comfort is, and we’re here to get your system running properly as soon as possible.
I’ve documented all the information about your \[type of HVAC issue].
\[DO NOT SKIP] Just to confirm your details:
* Service address: \[confirm address]
* HVAC issue: \[summarize the problem]
* Urgency level: \[emergency/urgent/routine]
* Current home temperature: \[if mentioned]
* Any safety concerns: \[note if applicable]
Our team will review this information to ensure we send an HVAC technician with the right expertise and parts. They’ll be in touch soon to finalize your appointment.
\[If heating is out in cold weather] Please use space heaters safely if needed — keep them away from flammable materials and never leave them unattended.
\[If cooling is out in hot weather] Remember to stay hydrated and use fans to help circulate air until we can restore your cooling.
Is there anything else I can help you with before we wrap up?
We appreciate your business and look forward to restoring your home comfort quickly. Have a great \[day/evening]!
**Job title**: Landscaping service customer intake
**Job description**: Conduct initial screening of potential customers to gather essential landscaping service information, understand the project scope, and arrange appropriate landscaping service appointments.
**Instructions**:
The caller is seeking landscaping services — such as mentioning they need lawn care, tree service, garden design, irrigation help, yard maintenance, or any outdoor/landscaping work.
Respond with the following script:
I’d be happy to help you with your landscaping needs. Let me gather some important information to ensure we send the right crew with the proper equipment and expertise.
**1. BUILDING RAPPORT & GATHERING CONTACT INFORMATION**
First, may I have your full name, please? \[After they provide name]
Thank you, \[Name]. Could you please provide a phone number where we can reach you? This will be our primary contact for scheduling and updates. \[After phone number]
Perfect. Now I’ll need your complete service address, including the street address, city, state, and zip code. This helps us route the appropriate crew to you. \[After address]
Great, I have that recorded. By the way, how did you hear about \[Company Name]? \[If they mention a referral] That’s wonderful! We really value referrals. If you’re comfortable sharing their name, we’d love to thank them.
**2. UNDERSTANDING LANDSCAPING SERVICE NEEDS**
Now, could you describe the type of landscaping service or project you’re looking for? \[Listen carefully to identify the type of landscaping work needed]
Let me ask some specific questions to better understand your needs:
**LAWN CARE & MAINTENANCE**
For lawn care services:
Are you looking for one-time service or regular maintenance?
What specific services do you need? (Mowing, edging, trimming, leaf removal)
What’s the approximate size of your property? (Square footage or “small/medium/large”)
How often would you like service? (Weekly, bi-weekly, monthly)
What’s the current condition of your lawn?
Do you have any specific problem areas? (Bare spots, weeds, drainage issues)
Are you interested in fertilization or weed control programs?
Do you want grass clippings bagged or mulched?
**TREE & SHRUB SERVICES**
For tree and shrub work:
What type of service do you need? (Trimming, removal, planting, health assessment)
How many trees or shrubs need attention?
For trimming: What’s the approximate height? Are they near structures or power lines?
For removal: What size trees? Any access limitations?
Are there any safety concerns? (Dead branches, leaning trees, storm damage)
Do you need stump grinding for trees that have been removed?
For planting: Do you have specific species in mind?
When was the last time they were serviced?
**GARDEN DESIGN & INSTALLATION**
For landscaping design/installation:
Are you looking for a complete landscape design, or do you need help with specific areas?
What’s your vision for your landscape? (Formal, natural, low-maintenance, native plants)
Which areas need work? (Front yard, backyard, side yards, all)
Are you interested in:
* Flower beds and plantings?
* Hardscaping (patios, walkways, retaining walls)?
* Water features?
* Outdoor lighting?
Do you have a style or theme in mind?
What’s your maintenance preference? (Low, moderate, or don’t mind regular care)
Are there any existing features we need to work around or that need to be removed?
**IRRIGATION SYSTEMS**
For irrigation work:
Do you have an existing system that needs repair, or do you want a new installation?
For repairs: What issues are you experiencing? (Broken heads, leaks, coverage problems)
For new systems: What areas need irrigation?
Are you interested in smart controllers or rain sensors?
Do you need drip irrigation for gardens?
Is water conservation a priority?
When do you typically start watering?
**SEASONAL SERVICES**
For seasonal work:
What seasonal services do you need?
* Spring cleanup and mulching?
* Fall leaf removal and cleanup?
* Winter prep or snow removal?
* Seasonal planting?
How extensive is the cleanup you need?
Do you want leaves hauled away, or can we leave them curbside?
For mulching: What type of mulch do you prefer? How many beds need to be mulched?
Are your planting beds defined, or do they need edging?
**SPECIALTY PROJECTS**
For unique landscaping needs:
Sod installation: What’s the square footage? Full yard or specific areas?
Drainage solutions: Where is water pooling? How long has this been an issue?
Erosion control: Where is erosion occurring? How severe?
Outdoor living: Are you looking for pergolas, fire pits, or outdoor kitchens?
Commercial property: What type of business? Any specific requirements?
**3. ADDITIONAL IMPORTANT INFORMATION**
Is this a residential or commercial property?
Do you own or rent the property? \[If renting] Do you have landlord approval for landscaping work?
Are there any HOA requirements or restrictions we should know about?
Do you have an irrigation system? Is it functioning?
Are there any access issues? (Locked gates, narrow passages, slopes)
Do you have dogs or other pets we should know about?
Are there any underground utilities marked? (For digging projects)
What’s your primary goal with this landscaping work? (Curb appeal, functionality, maintenance reduction)
**4. TIMELINE & BUDGET CONSIDERATIONS**
When would you like this work completed?
Is this tied to any specific event or deadline?
\[For design/installation projects] Have you established a budget for this project? This helps us recommend appropriate options.
Are you looking to complete everything at once, or would you prefer to phase the project?
**5. MOVING FORWARD**
What’s your general availability? Do you prefer morning (8 AM–12 PM) or afternoon (12 PM–5 PM) appointments?
Are there any days that don’t work for you?
Would you prefer to be home during the service, or are you comfortable with us working while you’re away?
Our scheduling team will contact you at \[phone number] to arrange your service appointment.
They’ll also be able to:
* Provide an appointment window
* Give you an estimate for the services requested
* Answer any additional questions about our services
Is there anything else about your property or landscaping needs I should note for our team?
**6. WARM CONCLUSION**
Thank you for choosing \[Company Name], \[Name]. We’re excited to help transform and maintain your outdoor space.
I’ve documented the information about your landscaping needs.
\[DO NOT SKIP] Just to confirm your details:
* Service address: \[confirm address]
* Landscaping service needed: \[summarize the services]
* Property size/scope: \[as mentioned]
* Timeline preference: \[if specified]
Our team will review this information to ensure we send the right crew with the proper equipment. They’ll be in touch soon to finalize your appointment.
\[For maintenance services] We’ll set up a schedule that works for you and keeps your property looking its best.
\[For project work] Our designer/estimator will assess your property and provide a detailed proposal.
Is there anything else I can help you with before we wrap up?
We appreciate your business and look forward to creating the outdoor space you envision. Have a great \[day/evening]!
**Job title**: Renovation service customer intake
**Job description**: Conduct initial screening of potential customers to gather essential renovation project information, understand scope and requirements, and arrange appropriate consultation appointments.
**Instructions**:
The caller is seeking renovation services — such as mentioning they need remodeling, home improvement, kitchen/bathroom updates, additions, or any construction/renovation work.
Respond with the following script:
I’d be happy to help you with your renovation project. Let me gather some important information to ensure we send the right project specialist with the proper expertise for your needs.
**1. BUILDING RAPPORT & GATHERING CONTACT INFORMATION**
First, may I have your full name, please? \[After they provide name]
Thank you, \[Name]. Could you please provide a phone number where we can reach you? This will be our primary contact for scheduling and project updates. \[After phone number]
Perfect. Now I’ll need your complete property address, including the street address, city, state, and zip code. This helps us understand local building requirements and schedule appropriately. \[After address]
Great, I have that recorded. By the way, how did you hear about \[Company Name]? \[If they mention a referral] That’s wonderful! We really value referrals. If you’re comfortable sharing their name, we’d love to thank them.
**2. UNDERSTANDING RENOVATION PROJECT NEEDS**
Now, could you tell me about the renovation project you have in mind? \[Listen carefully to identify the scope and type of renovation work]
Let me ask some specific questions to better understand your project:
**KITCHEN RENOVATION**
For kitchen projects:
Are you looking for a complete kitchen remodel, or do you need specific updates?
What’s your main goal? (More space, updated look, better functionality, increased home value)
What would you like to change?
* Cabinets (reface, replace, or paint)?
* Countertops (material preference)?
* Appliances (keeping existing or all new)?
* Flooring?
* Backsplash and walls?
* Lighting and electrical?
Are you planning to change the layout or keep the existing footprint?
What style are you going for? (Modern, traditional, transitional, farmhouse)
Do you plan to stay in the home during renovation?
What’s the approximate size of your kitchen?
**BATHROOM RENOVATION**
For bathroom projects:
Which bathroom(s) are you looking to renovate? (Master, guest, powder room)
Is this a complete remodel, or are you looking for specific updates?
What are your main priorities? (Better storage, updated fixtures, accessibility, luxury features)
What elements need to be updated?
* Shower/tub (Convert tub to shower? Add a separate shower?)
* Vanity and storage?
* Toilet?
* Flooring?
* Lighting and ventilation?
Any special features you’re considering? (Heated floors, rainfall shower, double vanity)
Are there any moisture or mold issues to address?
Do you need to accommodate any accessibility requirements?
**BASEMENT FINISHING/REMODELING**
For basement projects:
Is this an unfinished basement, or do you want to renovate the existing finished space?
What’s your vision for the space? (Family room, bedroom, office, rental unit)
What’s the ceiling height in your basement?
Are there any moisture or water issues?
Do you need:
* Bathroom addition?
* Kitchen/wet bar?
* Separate entrance?
* Additional bedrooms?
Are there any egress window requirements for bedrooms?
What’s the approximate square footage?
**HOME ADDITIONS**
For addition projects:
What type of addition are you considering? (Room addition, second story, garage, sunroom)
What’s driving this project? (Growing family, home office, in-law suite)
Do you have architectural plans, or do you need design services?
Have you checked with your HOA or local building department about restrictions?
How will this connect to your existing home?
Are you prepared for the permitting and approval process timeline?
**WHOLE HOME RENOVATION**
For comprehensive projects:
Are you renovating the entire home or focusing on specific areas?
Is this a historic home that requires special considerations?
Are you living in the home, or is it vacant?
What systems need updating? (Electrical, plumbing, HVAC)
Do you have:
* Architectural plans?
* Interior design preferences?
* Specific materials in mind?
What’s your main goal? (Modernize, restore, flip, personal dream home)
**EXTERIOR RENOVATIONS**
For exterior projects:
What exterior work are you considering?
* Siding replacement?
* Window and door replacement?
* Roofing?
* Deck or patio addition?
* Garage conversion?
Are there any structural repairs needed?
Do you have HOA approval if required?
What’s your timeline, considering weather constraints?
**3. PROJECT DETAILS & CONSIDERATIONS**
Have you worked with contractors before? What was your experience?
Do you have:
* A design professional or architect?
* Plans or drawings?
* Inspiration photos or ideas?
* Specific materials or finishes in mind?
Have you started the permit process, or would you like help with that?
Are there any structural changes involved? (Removing walls, changing rooflines)
Do you have a target completion date? (Special event, seasonal considerations)
**4. BUDGET & DECISION PROCESS**
Have you established a budget for this project? This helps us provide appropriate recommendations and options.
How are you planning to fund the project? (This helps with payment structure planning)
Who will be involved in making decisions about the project?
What’s most important to you? (Staying within budget, specific timeline, high-end finishes, quality craftsmanship)
**5. MOVING FORWARD**
What’s your general availability for an initial consultation? Do you prefer morning (8 AM–12 PM) or afternoon (12 PM–5 PM) appointments?
Are there any days that don’t work for you?
For the consultation, will all decision-makers be present?
Our team will contact you at \[phone number] to schedule your consultation.
During the consultation, we’ll:
* Review your project in detail
* Take measurements and photos
* Discuss design options and materials
* Provide a detailed estimate
* Explain our process and timeline
Is there anything specific you’d like our consultant to prepare for or bring to the meeting?
**6. WARM CONCLUSION**
Thank you for considering \[Company Name] for your renovation project, \[Name]. We’re excited about the possibility of transforming your space.
I’ve documented the information about your project.
\[DO NOT SKIP] Just to confirm your details:
* Property address: \[confirm address]
* Renovation project: \[summarize the project scope]
* Key priorities: \[mention their main goals]
* Timeline preference: \[if mentioned]
* Budget: \[if provided]
Our team will review this information to ensure we send a specialist with the right expertise for your project. They’ll be in touch soon to schedule your consultation.
\[For living-in-place renovations] We understand living through renovation can be challenging, and we’ll discuss how to minimize disruption during your consultation.
\[For large projects] This is an exciting undertaking! Our consultant will help you navigate the entire process from design through completion.
Is there anything else I can help you with before we wrap up?
We appreciate the opportunity to be considered for your renovation project and look forward to bringing your vision to life. Have a great \[day/evening]!
## **Best practices for training Sona**
Setting up Sona can take practice to get right. Here are a few tips to help you train Sona and write clear and effective instructions for [jobs](https://support.quo.com/core-concepts/ai-automations/sona/overview#available-job-types):
### **1. Format your knowledge pages to train Sona effectively**
Sona is a language-based AI agent that uses your business information to have detailed conversations with your customers. How you [format your knowledge pages](https://support.quo.com/core-concepts/ai-automations/sona/knowledge) matters for Sona to perform effectively.
Here are a few formatting tips:
1. **Write FAQs in a Q\&A format.** Create a dedicated knowledge page for FAQs to make information easier for Sona to reference.
2. **Add website URLs for each page you want Sona to ingest.** Sona can’t visit page links. You’ll need to paste every website URL you think it should know.
3. **Avoid writing conversation scripts in Sona knowledge pages.** Use scripts in jobs instead.
## **Pro Tip: Sona knowledge vs jobs**
**Knowledge** refers to general business information Sona can use to answer questions. You can share your pricing, business hours, certifications, or refund policies in Sona’s knowledge base. Sona uses this information to provide accurate, on-brand responses to your clients.
**Jobs** refer to specific actions Sona can take based on instructions you give it. Examples of jobs include taking a message, handling client intake, transferring a client to another team member, or escalating a conversation to a team’s manager.
### **2. Use jobs like mini instruction manuals**
Jobs help you instruct Sona on what to do in different conversation scenarios. While knowledge pages provide Sona with general information about your business, jobs give specific instructions on how to speak to your clients.
Here are a few tips to successfully set up your jobs:
1. **Use clear, specific triggers with concrete examples.** For instance, for a customer intake job, let Sona know to look out for customers asking for service quotes, installations, or appliance repairs.
2. **Structure instructions as sequential steps, not dense paragraphs.** Organize your instructions in a numbered list to make it easier for Sona to guide conversations effectively.
3. **Include explicit conversation phrases and transitions.** Take control over what Sona says with specific phrases to guide each section of a conversation.
> **For example, here’s a transition phrase for your customer intake job to set expectations with callers:**
>
> *I’d be happy to help you with your home service needs. Let me gather some information to ensure we send the right technician to help you.*
![Sona Templates 2048x1152 Pn]()
### **3. Use call recordings to train Sona**
If you don’t already have a website or knowledge base to upload to Sona, you can build one using real customer conversations with our webhooks. Here’s how:
1. **Create a Google Sheet** to capture incoming call and text message data. [**Use this template**](https://docs.google.com/spreadsheets/d/1KtfyKn8ZdB0Q6y3hErmB-WShzK8RInM-sAHBfyxsb8U/edit?usp=sharing) and copy it for your own use by selecting **File and Make copy.**
![Googlesheet Sona Guide Pn]()
2. Install the free [**Webhooks → Google Sheets add-on**](https://workspace.google.com/marketplace/app/webhooks_for_sheets/860288437469) and **get a custom webhook URL**.
![Google Sheet Sona Guide Webhook Pn]()
3. **Configure the webhook** in Quo. Toggle on messages received, messages delivered, transcripts completed, and summaries completed.
![Webhooks 1 2048x1549 Pn]()
4. Let it run for 2–3 weeks to gather enough data.
5. **Export the sheet as a CSV** and **upload it to ChatGPT**.
6. **Ask ChatGPT to generate knowledge pages** based on the data in your sheet, including:
* List of FAQs
* List of common pain points and solutions
This gives you a living source of FAQs and support material directly from your customer conversations.
Here’s a prompt you can use once you upload your conversation data sheet to ChatGPT:
*You are analyzing customer conversations from a dataset that includes call transcripts and text messages.*
*Your goal is to help identify the most common questions and problems customers are raising and to provide ready-to-use responses.*
*⸻*
*Instructions:*
***1. Frequently Asked Questions (FAQs)***
*• Identify the most common and repeated customer questions.*
*• Write each as a clear question.*
*• Provide a concise, customer-friendly answer for each.*
***2. Biggest Issues/Pain Points***
*• Identify recurring problems, blockers, or frustrations customers mention.*
*• Summarize each issue clearly.*
*• For each issue, provide a recommended response or solution framework a customer-facing team member can use.*
***3. Formatting***
*• Organize the output into two sections: FAQs and Biggest Issues.*
*• Use a numbered list in each section.*
*Format like this:*
***FAQs:***
*\[Question] → \[Suggested Answer]*
***Biggest Issues:***
*\[Issue/Pain Point] → \[Recommended Response or Solution Framework]*
***Tone & Style:***
*• Keep answers concise, clear, and professional.*
*• Avoid jargon or internal language.*
*• Responses should be usable directly in customer replies or training material.*
## **Connect customers with the right service location with phone menus**
If you manage multiple locations and service areas, a [phone menu](https://www.quo.com/blog/phone-menu/) can help your customers reach the right team. They offer self-service call routing paths that help your customers reach the right team member faster. For example, ‘Press one for Austin’ and ‘Press two for Houston’
[To set up a phone menu](https://support.quo.com/core-concepts/administration/call-flows/phone-menu) in Quo:
1. In the call flow builder, drag in the **Phone menu** step from the side panel.
2. Configure your phone menu greeting.
3. Assign numbers 0–9 to destinations.
4. Add voice keywords for each option.
5. Configure up to 10 different paths.
### **Best practices for setting up your phone menu**
Design a phone menu that’s easy for your callers to navigate. Here’s how:
**1. Keep it simple**: Stick to 3-4 menu options so that callers aren’t spending time waiting for their option. Put the popular options first. And be sure to avoid using industry-specific or technical terms for the sake of clarity.
**2. Have a clear menu greeting**: Create a short menu greeting no longer than 20 seconds, and let customers know who they’ve called by mentioning your company’s name. Make sure to offer a way out of the menu in the greeting. For example, “If you know your party’s extension, you may dial it at any time.”
**3. Route calls instead of repeating the menu**: Send callers to your default ring group, even if they don’t choose a specific menu option. You can reduce your missed calls and automatically connect callers with your team.
![Phone Menu New UI 2 1102x2048 Pn]()
## **Set up backup call routing options for customers**
With ring groups, phone menus, and Sona, your team can answer any incoming call that comes your way. But sometimes your customers may want a simpler option to leave a voicemail or book a follow-up appointment.
You can set up backup [automated call routing options](https://www.quo.com/blog/automated-call-routing/) in your phone number settings:
* **Voicemail:** Give callers the option to leave a message through voicemail.
* **SMS auto-replies:** Automatically reply to callers after hours with your team’s calendar link in case they want to book a service appointment.
* **Call forwarding:** Have a backup number during or after business hours? Forward calls automatically to that number.
![Call Forwarding Outside Business Pn]()
## **Get started building call flows for your home service business**
Deliver a standout customer experience on every call with the call flow builder. With phone menus, ring groups, and Sona, you can handle more incoming calls without overloading your team.
Want to learn more? Dive deeper with these articles:
* [Starting customer relationships with a powerful first impression](https://www.quo.com/blog/first-impression-customer-service/)
* [How to coach your team with call views](https://www.quo.com/blog/call-views-coaching/)
* [Scaling with self-service automation](https://www.quo.com/blog/self-service-automation/)
* [How to build a customer experience program](https://www.quo.com/blog/customer-experience-program/)
# How to route calls efficiently for your law firm
Source: https://support.quo.com/core-concepts/administration/call-flows/guides/legal-call-flows
Discover best practices for structuring call flows for legal teams — so clients reach the right attorney fast and nothing falls through the cracks.
As your caseload grows and you add more people to your team, you need clear communication workflows to keep your clients happy and your team on the same page. Especially as your team manages a big part of client relationships over the phone.
In this article, we’ll share [call flow](https://www.quo.com/blog/call-flow) best practices for law firms so you can manage your calls efficiently as you scale.
## **Help clients reach the right attorney with phone menus**
With [phone menus](https://www.quo.com/blog/phone-menu/), you can provide self-service routing options that help your clients reach the right team member faster.
If your law firm has multiple specialties, you can provide guided menu options so they can reach the right members of your team without multiple [call transfers](https://www.quo.com/product/call-forwarding/call-transfer) or long wait times. For example, ‘Press one for intellectual property law’ and ‘Press two for bankruptcy cases’
[To set up a phone menu](https://support.quo.com/core-concepts/administration/call-flows/phone-menu) in Quo:
1. In the call flow builder, drag in the **Phone menu** step from the side panel.
2. Configure your phone menu greeting.
3. Assign numbers 0–9 to destinations.
4. Add voice keywords for each option.
5. Configure up to 10 different paths.
### **Best practices for setting up your phone menu**
Design a phone menu that’s easy for your callers to navigate. Here’s how:
**1. Keep it simple**: Stick to 3-4 menu options so callers aren’t spending time waiting for their option. Put the popular options first. And be sure to avoid using industry-specific or technical terms for the sake of clarity.
**2. Have a clear menu greeting**: Create a short menu greeting no longer than 20 seconds, and let customers know who they’ve called by mentioning your company’s name. Make sure to offer a way out of the menu in the greeting. For example, “*If you know your party’s extension, you may dial it at any time.*”
**3. Route calls instead of repeating the menu**: Send callers to your default ring group, even if they don’t choose a specific menu option. You can reduce your missed calls and automatically connect callers with your team.
![Phone Menu New UI 2 1102x2048 Pn]()
## **Pro Tip: Turn on your call recording notifications**
With call recording notifications, you can automatically let everyone on the call know it’s being recorded.
You can turn on [call recording notifications ](https://support.quo.com/core-concepts/calling/call-recording#legal-compliance-notifications)in your phone number settings. Turn on notifications for both inbound and outbound calls and choose between a voice-based or audio tone notification.
If you want to customize your call recording notification for inbound calls, you can use the [**Play audio**](https://support.quo.com/core-concepts/administration/call-flows/play-audio) step in the call flow builder. You can upload an audio file, record directly in Quo, or use our text-to-speech tool to create a custom audio message for callers.
## **Reduce your missed calls with ring groups**
Custom [ring groups](https://www.quo.com/features/ring-groups) help your team share responsibility for incoming calls. After a client navigates through your phone menu and selects the team they’re interested in, their call can ring everyone on that team sequentially.
You can create a custom ring group where:
1. **First batch:** Your team’s receptionist is dialed first.
2. **Second batch:** If your receptionist is on another call, the call can go to your junior attorneys.
3. **Third batch:** If both batches are tied up, all members of your team can be dialed at once.
4. **Backup:** If everyone is busy, the call can go to a backup number or to Sona, our 24/7 AI voice agent. [Sona](https://www.quo.com/sona) can handle new client intake or take a message and pass it on to your team.
[To set up a ring group](https://support.quo.com/core-concepts/administration/call-flows/ring-groups) in Quo:
* [Add business hours](https://support.quo.com/core-concepts/administration/call-flows/business-hours#setting-up-business-hours) if you haven’t already under your specific phone number’s settings.
* Open the call flow builder.
* Drag the **Ring users** step into canvas under **During hours**. Place it after the **Phone menu** step.
* Configure your ring strategy and timing.
![Legal Call Flows Ring Users 1774 Pn]()
## **Automate new client intake 24/7 with Sona**
Sona is our 24/7 AI assistant that answers calls when your team is busy or unavailable. It acts as a virtual receptionist for your team. It can answer questions, take messages, and transfer calls to your team when needed.
With Sona, you can capture new leads at the right moment instead of losing them if you miss their call. For example, you can set up a dedicated phone number linked to your Google Ads. Then add Sona to the call flow for that number. That way, Sona can qualify leads that call in by asking for details about their case. Your team can review Sona’s calls before deciding whether to follow up with an initial consultation call.
To set up Sona to handle new client intake, you can create a custom Sona job:
1. **Drag and drop** Sona into your call flow and select it to start configuring.
2. Click **Add job** in the Sona settings window.
3. Select **Create new job.**
4. Provide details about how you’d like Sona to handle new client intake — the keywords and phrases it should look out for and the information it should collect.
5. Select **Create job.**
![Drag And Drop 2048x1152 Pn]()
**Job title**: Legal client intake
**Job description**: Conduct initial screening of potential legal clients to gather essential case information and determine if the firm can assist with their legal matter.
**Instructions**:
The caller is seeking consultation, an appointment, legal assistance, or representation — such as mentioning they need a lawyer, have a legal problem, want to discuss a case, need legal advice, or are looking for help with a specific legal matter (divorce, injury, criminal charge, etc.).
Respond with the following script:
I’d be happy to help schedule that consultation for you. First, I’ll need to collect some basic information, and then we’ll discuss your specific legal matter to ensure we connect you with the right attorney.
**1. BUILDING RAPPORT & GATHERING CONTACT INFORMATION**
Before we dive into the details, I’d like to get to know you a bit. May I have your full name, please? \[After they provide name]
To make sure I have that correctly, would you mind spelling your first and last name for me?
\[After spelling] Thank you for spelling that out. I’ll need your email address so our attorneys can send you important information and documents. Could you share your email address with me and spell it out so I can be sure to get it exactly right? \[After email]
Thank you. And what is your current street address, including your city, state, and zip code? \[If caller hesitates or seems reluctant]
I understand your concern about sharing your complete address. At a minimum, could you share your city and zip code for our records? \[After address]
By the way, I’m curious — how did you hear about \[Company Name]?
\[If they mention a referral] That’s wonderful to hear! We really appreciate referrals. We’d love to thank \[Referrer Name] if you’d be comfortable sharing their name.
**2. UNDERSTANDING YOUR LEGAL NEEDS**
Now that I have your contact information, I’d like to understand what brings you to us today. Could you briefly describe the legal matter you’re dealing with? \[Listen carefully and identify practice area, watching for urgency indicators]
**FAMILY LAW**
Thank you for sharing that with me. Family matters can be quite personal, and I appreciate your openness. To help our family law attorneys prepare for your consultation, I have a few questions:
What’s your current relationship situation with the other party? Are you married or separated, or was this a non-marital relationship? \[Based on response, ask relevant follow-up]
Has either of you taken any legal steps yet, like filing documents with the court?
Do you have children together? If you’re comfortable sharing, could you tell me their ages? \[If children mentioned]
Thank you. Are there any special circumstances regarding the children that would be helpful for our attorneys to know about? And what are the current living arrangements?
To give our attorneys a general picture, could you briefly mention any significant assets or financial considerations involved? For example, shared homes, businesses, or retirement accounts?
What would you say is the main reason you’re seeking legal help right now?
Have there been any discussions with the other party about these issues? How do you think they might respond to legal proceedings?
Is there anything time-sensitive our attorneys should know about, such as upcoming court dates or safety concerns?
**CRIMINAL DEFENSE**
I understand this is a sensitive situation. To connect you with the right defense attorney, I need to ask a few specific questions, but please share only what you’re comfortable with:
Is this regarding charges against you or someone you’re calling on behalf of?
Without going into extensive detail, what charges or allegations are involved?
When did this situation begin, and has there been an arrest or court appearance yet?
Are there any immediate court dates or deadlines we should be aware of?
Has there been any previous legal representation in this matter?
Is there anything urgent our attorneys should know about, such as potential consequences to employment or immediate legal deadlines?
**CIVIL LITIGATION/DISPUTES**
Thanks for explaining that. To help our litigation team understand your situation better:
Could you describe the nature of this dispute? Is it between individuals or businesses, or is it related to an injury or property damage?
What’s your connection to the other party involved?
Where are things currently in the process? Has any formal legal action been taken yet?
What kind of resolution are you hoping to achieve through legal help?
Do you have any documentation or evidence related to this matter that might be helpful for our attorneys to review?
**REAL ESTATE**
Real estate matters can be complex. To help our attorneys prepare:
Could you tell me about the property involved? Is this your home, an investment property, or commercial real estate?
What’s your role in this situation? Are you buying, selling, renting, or dealing with a property dispute?
What stage is this matter in currently? Is there a transaction in progress or a dispute that’s developed?
Are there any deadlines or closing dates we should be aware of?
Are there other parties involved, like agents, lenders, or contractors, that are relevant to the situation?
**ESTATE PLANNING/PROBATE**
Thank you for sharing that. Estate matters require careful attention:
\[For estate planning]
Are you starting with estate planning, or do you have existing documents you’d like to update?
Are there specific goals you have in mind, such as providing for children, minimizing taxes, or protecting certain assets?
Are there any unique circumstances we should know about, such as business interests or blended family considerations?
\[For probate]
I’m sorry for your loss. To help our probate attorneys assist you, could you share when your loved one passed away and in which county they resided?
Do you know if they left a will or any estate planning documents?
Are there any immediate concerns about the estate that need attention, such as pending bills or property maintenance?
**3. ADDRESSING SPECIAL CIRCUMSTANCES**
\[For urgent matters]
I hear that this is time-sensitive. Let me make sure we prioritize your situation. What deadline are you facing? I want to make sure our team understands the urgency.
Would you be able to email relevant documents to help our attorneys prepare? I can provide our secure email address.
\[For emotional callers]
I can hear this is difficult, and I appreciate you sharing this with me. Would you like to take a moment before we continue, or would you prefer I arrange for an attorney to call you back directly?
Everything you’re sharing helps us understand how to best support you through this.
\[For hesitant callers]
I completely understand being cautious about sharing personal details. You’re welcome to share only what you’re comfortable with right now. Our attorneys respect client confidentiality above all else, and you can provide more information directly to them during your consultation.
**4. MOVING FORWARD**
\[If matter is within firm’s practice areas]
Based on what you’ve shared, this is definitely something our attorneys at \[Company Name] specialize in. The next step would be setting up your initial consultation. We offer phone, video, or in-person meetings. Do you have a preference?
What days or times generally work best for you? Mornings, afternoons, or evenings?
Would you like me to text or email you a link to our scheduling system? That way, you can select the time that works best for your schedule.
\[If matter is outside firm’s practice areas]
Thank you for sharing your situation with me. While our firm specializes in \[practice areas], your matter seems to involve \[other area]. We have excellent relationships with attorneys who focus on these issues. Would you like me to connect you with a trusted referral?
**5. WARM CONCLUSION**
\[Name], I’ve recorded all the information you’ve shared, and the next step is \[specific next action]. Our team will be in touch \[timeframe]. Is there anything else I can assist with before we wrap up?
Thank you for reaching out to \[Company Name]. We understand legal matters can be stressful, and we’re committed to providing the guidance you need. We appreciate your call today and look forward to helping you navigate this situation.
## **Best practices for setting up Sona**
Setting up Sona can take practice to get right. Here are a few tips to help you train Sona and write clear and effective instructions for jobs:
### **1. Format your knowledge pages to train Sona effectively**
Sona is a language-based AI agent that uses your business information to have detailed conversations with your clients. How you [format your knowledge pages](https://support.quo.com/core-concepts/ai-automations/sona/knowledge) matters for Sona to perform effectively.
Here are a few formatting tips:
1. **Write FAQs in a Q\&A format.** Create a dedicated knowledge page for FAQs to make information easier for Sona to reference.
2. **Add website URLs for each page you want Sona to ingest.** Sona can’t visit page links. You’ll need to paste every website URL you think it should know.
3. **Avoid writing conversation scripts in Sona knowledge pages.** Use scripts in jobs instead.
## **Pro Tip: Sona knowledge vs jobs**
**Knowledge** refers to general business information Sona can use to answer questions. You can share your pricing, business hours, certifications, or shipping and refund policies in Sona’s knowledge base. Sona uses this information to provide accurate, on-brand responses to your clients.
**Jobs** refer to specific actions Sona can take based on instructions you give it. Examples of jobs include taking a message, handling client intake, transferring a client to another team member, or escalating a conversation to a team’s manager.
### **2. Use jobs like mini instruction manuals**
[Jobs](https://support.quo.com/core-concepts/ai-automations/sona/overview#available-job-types) help you instruct Sona on what to do in different conversation scenarios. While knowledge pages provide Sona with general information about your business, jobs give specific instructions on how to speak to your clients.
Here are a few tips to successfully set up your jobs:
1. **Use clear, specific triggers with concrete examples.** For instance, for a lead qualification job, let Sona know to look out for potential new clients who ask about your specialties, consultation fees, or typical case timeline.
2. **Structure instructions as sequential steps, not dense paragraphs.** Organize your instructions in a numbered list to make it easier for Sona to guide conversations effectively.
3. **Include explicit conversation phrases and transitions.** Take control over what Sona says with specific phrases to guide each section of a conversation.
> **For example, here’s a transition phrase for your lead qualification job to set expectations with callers:**
>
> *Thank you for calling. I’d be happy to help schedule that consultation for you. First, I’ll need to collect some basic information, and then we’ll discuss your specific legal matter to ensure we connect you with the right attorney.*
![Sona Templates 2048x1152 Pn]()
### **3. Use call recordings to train Sona**
If you don’t already have a website or knowledge base to upload to Sona, you can build one using real customer conversations with our webhooks. Here’s how:
1. **Create a Google Sheet** to capture incoming call and text message data. [**Use this template**](https://docs.google.com/spreadsheets/d/1KtfyKn8ZdB0Q6y3hErmB-WShzK8RInM-sAHBfyxsb8U/edit?usp=sharing) and copy it for your own use by selecting ****File and Make copy.****
![Googlesheet Sona Guide Pn]()
2. Install the free [**Webhooks → Google Sheets add-on**](https://workspace.google.com/marketplace/app/webhooks_for_sheets/860288437469) and **get a custom webhook URL**.
![Google Sheet Sona Guide Webhook Pn]()
3. **Configure the webhook** in Quo. Toggle on messages received, messages delivered, transcripts completed, and summaries completed.
![Webhooks 1 2048x1549 Pn]()
4. Let it run for 2–3 weeks to gather enough data.
5. **Export the sheet as a CSV** and **upload it to ChatGPT**.
6. **Ask ChatGPT to generate knowledge pages** based on the data in your sheet, including:
* List of FAQs
* List of common pain points and solutions
This gives you a living source of FAQs and support material directly from your customer conversations.
Here’s a prompt you can use once you upload your conversation data sheet to ChatGPT:
*You are analyzing customer conversations from a dataset that includes call transcripts and text messages.*
*Your goal is to help identify the most common questions and problems customers are raising and to provide ready-to-use responses.*
*⸻*
*Instructions:*
***1. Frequently Asked Questions (FAQs)***
*• Identify the most common and repeated customer questions.*
*• Write each as a clear question.*
*• Provide a concise, customer-friendly answer for each.*
***2. Biggest Issues/Pain Points***
*• Identify recurring problems, blockers, or frustrations customers mention.*
*• Summarize each issue clearly.*
*• For each issue, provide a recommended response or solution framework that a customer-facing team member can use.*
***3. Formatting***
*• Organize the output into two sections: FAQs and Biggest Issues.*
*• Use a numbered list in each section.*
*Format like this:*
***FAQs:***
*\[Question] → \[Suggested Answer]*
***Biggest Issues***
*\[Issue/Pain Point] → \[Recommended Response or Solution Framework]*
***Tone & Style***
*• Keep answers concise, clear, and professional.*
*• Avoid jargon or internal language.*
*• Responses should be usable directly in customer replies or training material.*
## **Set up backup call routing options for clients**
With ring groups and Sona, your team can answer any incoming call that comes your way. But sometimes your clients may want a simpler option to leave a voicemail or book a follow-up appointment. Or you may have a specific phone number you don’t want an AI voice agent to handle calls for.
You can set up multiple backup call routing options in your phone number settings:
* **Voicemail:** Give callers the option to leave a message through voicemail.
* **SMS auto-replies:** Automatically reply to callers after hours with your team’s calendar link in case they want to book an appointment.
* **Call forwarding:** Have a backup number during or after business hours? Forward calls automatically to that number.
![Call Forwarding Outside Business Pn]()
## **Get started building call flows for your law firm**
Deliver a standout client experience on every call with the call flow builder. With phone menus, ring groups, and Sona, you can handle more incoming calls without overloading your team.
Want to learn more? Dive deeper with these articles:
* [Starting customer relationships with a powerful first impression](https://www.quo.com/blog/first-impression-customer-service/)
* [How to become a virtual lawyer in 2025](https://www.quo.com/blog/virtual-lawyer/)
* [Scaling with self-service automation](https://www.quo.com/blog/self-service-automation/)
* [How to build a customer experience program](https://www.quo.com/blog/customer-experience-program/)
# How to manage calls efficiently at scale for startups
Source: https://support.quo.com/core-concepts/administration/call-flows/guides/startups-call-flows
Learn how to set up call flows, ring-groups, and call routing so your startup can handle high call volume while staying organized.
As revenue and headcount grow for your business, you need clear communication workflows to keep your customers happy and your team on the same page.
In this article, we’ll share call flow best practices for startups so that you can manage your calls efficiently as you scale.
## **Help customers reach the right team with phone menus**
With phone menus, you can provide self-service routing paths that help your customers reach the right team member faster. Provide a clear list of menu options so they can avoid multiple call transfers or long wait times. For example, ‘Press one for Sales’ and ‘Press two for Support’
[To set up a phone menu](https://support.quo.com/core-concepts/administration/call-flows/phone-menu) in Quo:
1. In the call flow builder, drag in the **Phone menu** step from the side panel.
2. Configure your phone menu greeting.
3. Assign numbers 0-9 to destinations.
4. Add voice keywords for each option.
5. Configure up to 10 different paths.
### **Best practices for setting up your phone menu**
Design a phone menu that’s easy for your callers to navigate. Here’s how:
**1. Keep it simple**: Stick to 3-4 menu options so that callers aren’t spending time waiting for their option. Put the popular options first. And be sure to avoid using industry-specific or technical terms for the sake of clarity.
**2. Have a clear menu greeting**: Create a short menu greeting of no longer than 20 seconds and let customers know who they’ve called by mentioning your company’s name. Make sure to offer a way out of the menu in the greeting. For example, “If you know your party’s extension, you may dial it at any time.”
**3. Route calls instead of repeating the menu**: Send callers to your default ring group, even if they don’t choose a specific menu option. You can reduce your missed calls and automatically connect callers with your team.
![Phone Menu New UI 2 1102x2048 Pn]()
## **Pro Tip: Turn on your call recording notifications**
With [call recording notifications](https://support.quo.com/core-concepts/calling/call-recording#legal-compliance-notifications), you can automatically let everyone on the call know that it is being recorded. Recording your calls helps you and your team keep all the facts on hand for every sales deal or customer service interaction. That way, you also have everything on the record in case there’s a dispute down the line.
You can turn on call recording notifications in your phone number settings. Turn on notifications for both inbound and outbound calls and choose between a voice-based or audio tone notification.
If you want to customize your call recording notification for inbound calls, you can use the [**Play audio**](https://support.quo.com/core-concepts/administration/call-flows/play-audio) step in the call flow builder. You can upload an audio file, record directly in Quo, or use our text-to-speech tool to create a custom audio message for callers.
## **Reduce missed calls with ring groups**
For startups, having a main office number that connects to a receptionist can unintentionally bottleneck incoming calls and messages. [Ring groups](https://www.quo.com/features/ring-groups) help your team share responsibility for incoming calls. It’s a business phone feature that allows incoming calls to be directed to multiple people at the same time who have access to your shared number.
To set up a ring group on your Quo number:
1. [Add business hours](https://support.quo.com/core-concepts/administration/call-flows/business-hours#setting-up-business-hours) if you haven’t already under your specific phone number’s settings.
2. Open the call flow builder.
3. Drag **Ring users** step into the canvas under **During hours**.
4. Select **All at once** from the dropdown.
5. Set a minimum ring duration of 15 seconds if you plan to ring all your team members so the call has time to register.
6. All users with number access are included automatically if they don’t have Do Not Disturb enabled or a specific number muted.
![Ring Users 2 1 2048x1772 Pn]()
## **Answer customer calls 24/7 with Sona**
Missed calls can lead to missed opportunities for fast-growing teams. With our 24/7 AI agent Sona, you never have to miss an incoming call again.
Sona helps you collect new leads and qualify them during or after business hours. Gather details from leads about their role, company, and pain points so that you can tailor your pitch when you follow up. And with our [HubSpot](https://support.quo.com/core-concepts/integrations/hubspot), [Salesforce](https://support.quo.com/core-concepts/integrations/salesforce), and [Jobber](https://support.quo.com/core-concepts/integrations/jobber) integrations, you can automatically log Sona calls in your CRM.
To set up Sona to qualify leads, you can create a custom Sona job:
1. Select Sona in your call flow.
2. Click **Add job** in the Sona settings window.
3. Select **Create new job.**
4. Provide details about how you would like Sona to qualify leads, like keywords and phrases to look for and information it should collect. For example, you can instruct Sona to ask for company headcount, pain points, a timeline, the product they’re interested in, etc.
5. Select **Create job.**
![Drag And Drop 2048x1152 Pn]()
**Job title**: SaaS lead qualification
**Job description**: Qualify inbound leads by assessing their business needs, budget, decision-making authority, and timeline to determine if they’re a good fit for our software solution.
**Instructions**:
The caller is inquiring about the software, requesting a demo, asking about pricing, wanting to learn more about features, or expressing interest in how the solution can help their business.
Respond with the following script:
Thanks for your interest in \[Company Name]! I’d be happy to help you explore whether our solution would be a good fit for your needs. Let me ask you a few questions to better understand your requirements. This will help our team have a more productive consultation with you.
**1. BUILDING RAPPORT & GATHERING CONTACT INFORMATION**
First, may I have your name, please? \[After they provide name]
Great to meet you, \[Name]. And what company are you with? \[After company name]
What’s your role at \[Company]? \[After role]
Perfect. Could you share your business email address? I’d like to send you relevant information based on our conversation today. \[After email]
And what’s the best phone number to reach you at for any follow-up? \[After phone number]
Just out of curiosity, how did you hear about \[Company Name]? \[If referral/specific source, acknowledge appropriately]
**2. UNDERSTANDING BUSINESS CONTEXT & PAIN POINTS**
Now, \[Name], could you tell me a bit about your business? What does \[Company] do? \[Listen and identify industry/business model]
What’s driving your interest in looking for a solution like ours right now? \[Listen for specific pain points, challenges, or triggers]
Are you currently using any software or tools to handle \[relevant process based on their answer]? \[If yes] How’s that working for you? What would you like to see improved? \[If no] How are you managing this process today? Is it manual, spreadsheets, or another method?
What are the main challenges you’re facing with your current approach?
If you could wave a magic wand and fix one thing about \[process/challenge they mentioned], what would it be?
**3. QUALIFYING QUESTIONS BY KEY CRITERIA**
**COMPANY SIZE & SCALE**
To ensure our solution scales appropriately for your needs:
How many employees does your company have? \[Note if they fall within the target company size]
How many people would potentially use this software?
For \[relevant metric based on product]:
* How many \[customers/transactions/projects/users] do you typically handle per \[month/quarter]?
* What does your current \[volume/growth rate] look like?
Do you have multiple locations or teams that would need access?
**BUDGET & PURCHASING PROCESS**
Helping me understand your budget parameters ensures I connect you with the right resources:
Have you allocated budget for a solution like this? \[If yes] Without getting into specific numbers, what range are you considering for this type of investment? \[If no] When might budget become available? Is this for planning purposes or active evaluation? \[If unsure] Who typically handles budget decisions for software purchases at your company?
How does your company typically evaluate and purchase new software?
Are there any specific requirements your company has for new vendors? (Security certifications, compliance, integrations, etc.)
**DECISION-MAKING PROCESS**
So that I can ensure all stakeholders get the information they need:
Besides yourself, who else would be involved in evaluating a solution like this?
Are there any specific criteria or must-haves that would make or break a decision?
Have you already started looking at solutions, or are you just beginning your research? \[If already looking] Which other solutions are you considering? What’s important to you in making comparisons?
**TIMELINE & URGENCY**
Understanding your timeline helps us provide the right level of support:
What’s your ideal timeline for implementing a new solution?
Is there a specific date or event driving this timeline? (End of contract, busy season, compliance deadline, etc.)
How soon do you need to make a decision?
What would happen if you don’t find a solution in that timeframe?
**4. NEXT STEPS**
Thank you for sharing all this information with us!
Here’s what I’d recommend as next steps:
* Our team will review the information you’ve provided
* A specialist will reach out within one business day to schedule your personalized demo
* They’ll show you how our solution addresses \[specific challenges mentioned]
* You’ll have a chance to ask any detailed questions
Does that sound good to you?
\[If lead needs nurturing/not quite ready] I appreciate you sharing all this information, \[Name]. Based on what you’ve told me, it sounds like you’re in the early stages of exploring options.
What I’d suggest is:
* Our team can send you some helpful resources about \[specific challenges mentioned]
* We can schedule a follow-up when you’re closer to making a decision
* In the meantime, you’ll have access to our resource library
Would you find that helpful?
**6. WARM CONCLUSION**
\[Name], I really appreciate you taking the time to share all this information with me today. I’ve documented everything we discussed, including:
* Your main challenges with \[summarize pain points]
* Your timeline of \[timeline]
* Your key requirements around \[main requirements]
Is there anything else you’d like me to make note of for our team?
You can expect to hear from us within \[timeframe]. In the meantime, I’ll send you an email with some resources that might be helpful as you evaluate solutions.
Do you have any other questions before we wrap up?
Thanks again for considering \[Company Name]. We’re excited about the possibility of helping \[Company] with \[main objective]. Have a great \[day/evening]!
\[If lead isn’t ready] Thanks again for reaching out to \[Company Name]. Our team will follow up with you as discussed. Have a great \[day/evening]!
## Best practices for training Sona
Setting up Sona can take practice to get right. Here are a few tips to help you train Sona and write clear and effective instructions for [jobs](https://support.quo.com/core-concepts/ai-automations/sona/overview#available-job-types):
### **1. Format your knowledge pages to train Sona effectively**
Sona is a language-based AI agent that uses your business information to have detailed conversations with your customers. How you [format your knowledge pages](https://support.quo.com/core-concepts/ai-automations/sona/knowledge) matters for Sona to perform effectively.
Here are a few formatting tips:
1. **Write FAQs in a Q\&A format.** Create a dedicated knowledge page for FAQs to make information easier for Sona to reference.
2. **Add website URLs for each page you want Sona to ingest.** Sona can’t visit page links. You’ll need to paste every website URL you think it should know.
3. **Avoid writing conversation scripts in Sona knowledge pages.** Use scripts in jobs instead.
## **Pro Tip: Sona knowledge vs jobs**
**Knowledge** refers to general business information Sona can use to answer questions. You can share your pricing, business hours, certifications, or refund policies in Sona’s knowledge base. Sona uses this information to provide accurate, on-brand responses to your clients.
**Jobs** refer to specific actions Sona can take based on instructions you give it. Examples of jobs include taking a message, handling client intake, transferring a client to another team member, or escalating a conversation to a team’s manager.
### **2. Use jobs like mini instruction manuals**
Jobs help you instruct Sona on what to do in different conversation scenarios. While knowledge pages provide Sona with general information about your business, jobs give specific instructions on how to speak to your clients.
Here are a few tips to set you up for success:
1. **Use clear, specific triggers with concrete examples.** For instance, for a lead qualification job, let Sona know to ask callers for their estimated budget, timeline, and pain points.
2. **Structure instructions as sequential steps, not dense paragraphs.** Organize your instructions in a numbered list to make it easier for Sona to guide conversations effectively.
3. **Include explicit conversation phrases and transitions.** Take control over what Sona says with specific phrases to guide each section of a conversation.
> **For example, here’s a transition phrase for your lead qualification job to set expectations with callers:**
>
> *I’d be happy to help you explore whether our solution would be a good fit for your needs. Let me ask you a few questions to better understand your requirements.*
![Sona Templates 2048x1152 Pn]()
### **3. Use call recordings to train Sona**
If you don’t already have a website or knowledge base to upload to Sona, you can build one using real customer conversations with our webhooks. Here’s how:
1. **Create a Google Sheet** to capture incoming call and text message data. [**Use this template**](https://docs.google.com/spreadsheets/d/1KtfyKn8ZdB0Q6y3hErmB-WShzK8RInM-sAHBfyxsb8U/edit?usp=sharing) and copy it for your own use by selecting ****File and Make copy.****
![Googlesheet Sona Guide Pn]()
2. Install the free [**Webhooks → Google Sheets add-on**](https://workspace.google.com/marketplace/app/webhooks_for_sheets/860288437469) and **get a custom webhook URL**.
![Google Sheet Sona Guide Webhook Pn]()
3. **Configure the webhook** in Quo. Toggle on messages received, messages delivered, transcripts completed, and summaries completed.
![Webhooks 1 2048x1549 Pn]()
4. Let it run for 2–3 weeks to gather enough data.
5. **Export the sheet as a CSV** and **upload it to ChatGPT**.
6. **Ask ChatGPT to generate knowledge pages** based on the data in your sheet, including:
* List of FAQs
* List of common pain points and solutions
This gives you a living source of FAQs and support material directly from your customer conversations.
Here’s a prompt you can use once you upload your conversation data sheet to ChatGPT:
*You are analyzing customer conversations from a dataset that includes call transcripts and text messages.*
*Your goal is to help identify the most common questions and problems customers are raising and to provide ready-to-use responses.*
*⸻*
*Instructions:*
***1. Frequently Asked Questions (FAQs)***
*• Identify the most common and repeated customer questions.*
*• Write each as a clear question.*
*• Provide a concise, customer-friendly answer for each.*
***2. Biggest Issues/Pain Points***
*• Identify recurring problems, blockers, or frustrations customers mention.*
*• Summarize each issue clearly.*
*• For each issue, provide a recommended response or solution framework that a customer-facing team member can use.*
***3. Formatting***
*• Organize the output into two sections: FAQs and Biggest Issues.*
*• Use a numbered list in each section.*
*Format like this:*
***FAQs:***
*\[Question] → \[Suggested Answer]*
***Biggest Issues***
*\[Issue/Pain Point] → \[Recommended Response or Solution Framework]*
***Tone & Style***
*• Keep answers concise, clear, and professional.*
*• Avoid jargon or internal language.*
*• Responses should be usable directly in customer replies or training material.*
## **Set up backup call routing options for customers**
With ring groups, phone menus, and Sona, your team can answer any incoming call that comes your way. But sometimes your customers may want a simpler option to leave a voicemail or book a follow-up appointment.
You can set up multiple backup call routing options in your phone number settings:
* **Voicemail:** Give callers the option to leave a message through voicemail.
* **SMS auto-replies:** Automatically reply to callers after hours with your team’s calendar link in case they want to book a service appointment.
* **Call forwarding:** Have a backup number during or after business hours? Forward calls automatically to that number.
![Call Forwarding Outside Business Pn]()
## **Get started building call flows for your startup**
Deliver a standout customer experience on every call with the call flow builder. With phone menus, ring groups, and Sona, you can handle more incoming calls without overloading your team.
Want to learn more? Dive deeper with these articles:
* [Starting customer relationships with a powerful first impression](https://www.quo.com/blog/first-impression-customer-service/)
* [How to coach your team with call views](https://www.quo.com/blog/call-views-coaching/)
# How to use text to speech for custom call flow messages
Source: https://support.quo.com/core-concepts/administration/call-flows/guides/text-to-speech-guide
Create natural sounding greetings and announcements using text to speech in Quo.
Text to speech helps you turn written messages into audio, so you can update greetings quickly without recording a new message every time.
Quo’s enhanced text to speech uses a more natural sounding voice. If you have existing text to speech greetings, you may need to edit and save them again to apply the updated voice.
***
## **Enhanced text to speech**
Enhanced text to speech is designed to sound warm and professional so callers hear a greeting that feels human rather than robotic.
Standard text to speech voices are still supported and remain available in the dropdown under **Text to speech**.
***
## **Where text to speech is available**
Text to speech is available in several places within Quo’s call flow builder.
**All plans**
* [Voicemail greetings](https://support.quo.com/core-concepts/administration/call-flows/voicemail#create-your-greeting)
**Business and Scale plans**
* [Phone menu greetings](https://support.quo.com/core-concepts/administration/call-flows/phone-menu#create-your-greeting)
* [Play audio messages](https://support.quo.com/core-concepts/administration/call-flows/play-audio)
***
## **How to set up text to speech**
1. Navigate to the call flow builder
2. Select **an option with a greeting**
* This could be **Voicemail**, **Phone menu** or **Play audio**
3. Choose **Text to speech**
4. Choose from the available voice options:
* **4 natural voices** — newer, high-quality options
* **1 legacy text-to-speech voice** — the original TTS option
5. Click **Generate** to create your greeting
6. Preview your greeting using the **Play button**
7. Once satisfied, click **Save** to save your changes
When switching between **Standard voice** and **Natural voice**, the **Generate** button needs to be clicked to generate a new preview.
6. Save when you’re ready
Text to speech is a good fit for announcements that change often, like holiday hours or temporary notices. If you expect to switch routing back after a short period, [temporary call flows](https://support.quo.com/core-concepts/administration/call-flows/temp-call-flows) can help you manage those changes more efficiently.
![Setting up text to speech]()
## **Write a greeting that sounds natural**
### **Make numbers easy to understand**
Enhanced text to speech interprets numbers based on context. Writing numbers out and adding pauses can help avoid unexpected pronunciation.
**Phone numbers**
| ✅ Do | ❌ Don't |
| ------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------ |
| Write numbers phonetically with pauses, such as “two zero one... five five five... one two three four”. | Enter formatted numbers like “201-555-1234”. These may be read inconsistently. |
**Emergency numbers**
| ✅ Do | ❌ Don't |
| :------------------------------------- | :------------------------------------------------------- |
| Write “nine one one” instead of “911”. | Write “911”, which may be read as “nine hundred eleven”. |
**Menu options**
| ✅ Do | ❌ Don't |
| :------------------------------------------------------------------- | :------------------------------------------------------------------- |
| Keep options simple, such as “Press one for sales, two for support”. | Rely on typing numbers out if you need it pronounced a specific way. |
### **Control pacing with punctuation**
Enhanced text to speech doesn’t support speech markup, but punctuation can still shape delivery.
* Use ellipses **(...)** for longer pauses
* Use commas **(,)** for brief pauses
* Use periods **(.)** for full stops
> **Example**\
> *Thank you for calling... We’ll be right with you. Press one for sales, or stay on the line.*
### **Handle names, acronyms, and special terms**
If a word is mispronounced, try spelling it the way it sounds. For acronyms, spacing out letters often helps.
**Company names and acronyms**
| ✅ Do | ❌ Don't |
| :------------------------------------------------------------------ | :----------------------------------------------------------------------------------------- |
| Write names phonetically if needed, such as “Kwo” instead of “Quo”. | Skip previewing your greeting to determine if you need to try spelling a word differently. |
| Space out letters for acronyms, such as “I T” instead of “IT”. | Keep letters together, as it may be read as a word. |
**Addresses and codes**
| ✅ Do | ❌ Don't |
| :------------------------------------------------------------------------ | :----------------------------------------------------------------- |
| Write write numbers as words, such as “Suite three hundred”. | Rely on numbers formatted as "1234" for building numbers or codes. |
| Spell out directions, such as “North Main Street” instead of “N Main St”. | Use shortened addressed like, “N Main St”. |
## **Troubleshooting**
Edit the message and save it again to apply the enhanced voice.
Try spelling the word phonetically or adjusting punctuation to guide pacing.
## Get started with text to speech
Text to speech can be used anywhere from voicemail greetings to phone menus and audio announcements. It’s especially useful for messages that change often, like holiday hours, temporary updates, or short informational notices.
Learn more in these articles:
* [Build and manage call flows](https://support.quo.com/core-concepts/administration/call-flows/overview)
* [Play audio messages in a call flow](https://support.quo.com/core-concepts/administration/call-flows/play-audio)
* [Set up phone menus](https://support.quo.com/core-concepts/administration/call-flows/phone-menu)
* [Configure voicemail greetings](https://support.quo.com/core-concepts/administration/call-flows/voicemail)
# Call flows
Source: https://support.quo.com/core-concepts/administration/call-flows/overview
Create intelligent call routing with Quo, formerly OpenPhone's visual call flow builder to manage incoming calls professionally and efficiently
## Overview
Call flows are your roadmap for managing incoming calls—from the moment someone dials your number to when they reach the right person or resource. With Quo's visual call flow builder, you can design sophisticated call routing without any technical expertise, ensuring every caller gets the best possible experience whether you're available or not.
Access interactive demos, videos, and more in the Quo Academy. Explore key features and practice building call flows at your own pace.
## Understanding call flows
### What makes a great call flow
Effective call flows balance automation with human touch:
* **Quick connections**: Route callers to the right person or department immediately
* **Professional experience**: Maintain your brand voice even when you can't answer
* **Flexibility**: Handle different scenarios (business hours, holidays, high volume)
* **Clarity**: Simple navigation that doesn't frustrate callers
### Core components
Quo's call flows consist of five building blocks that work together:
1. **Business hours**: Define when you're available to take calls
2. **Phone menu (IVR)**: Let callers choose their destination
3. **Ring groups**: Control who receives calls and in what order
4. **Play audio**: Share greetings, announcements, or information
5. **Voicemail**: Capture messages when no one can answer
![Call flow components in Quo settings]()
## Getting started with the call flow builder
### Accessing the builder
The visual call flow builder is available on web and desktop. You can simply[ follow this link to open the call flow builder](https://my.quo.com/settings/phone-numbers/workflow-builder) in your account or you can:
1. Navigate to **Settings**
2. Under Workspace, click **Phone numbers**
3. Select the phone number you want to configure
4. Under Call flow, click **Edit call flow**
![Accessing the call flow builder from settings]()
### Understanding the interface
The builder uses a visual canvas where you drag and drop components:
![Call flow builder interface showing canvas and available steps]()
**Key elements:**
* **Canvas**: The visual workspace where you design your flow
* **Steps panel**: Available components you can add
* **Configuration panel**: Settings for the selected step
* **Connection lines**: Show how calls flow between steps
## Building your first call flow
### Basic structure
Every call flow starts with an incoming call trigger. From there, you can add steps to create your ideal caller experience:
![Dragging and dropping steps to build a call flow]()
### Step-by-step example
Let's build a professional call flow that handles calls differently during and after business hours:
1. **Add business hours condition**
* Drag the Business hours step after Incoming call
* This creates two paths: During hours and After hours
2. **Configure during hours path**
* Add a Phone menu for department selection
* Route each option to appropriate ring groups
* Set voicemail as fallback
3. **Configure after hours path**
* Add a Play audio step with after-hours message
* Route to voicemail or emergency forwarding
![Complete call flow with business hours routing]()
**Want a in-depth walkthrough?** Try the call flow builder step-by-step in [the Quo Academy](https://learn.quo.com/setting-up-quo/routing-calls-with-the-call-flow-builder/designing-first-simple-flow/?utm_source=support\&utm_medium=help_center\&utm_campaign=quo_academy\&utm_content=call_flow_builder_article).
## Advanced configurations
### Multiple phone menus
Create sophisticated routing with nested menus:
* Main menu for departments (Sales, Support, Billing)
* Sub-menus for specific teams or languages
* Self-service options that play recorded information
### Intelligent ring strategies
Optimize how calls reach your team:
* **All at once**: Everyone rings simultaneously (fastest response)
* **Random batches**: Distribute call load evenly
* **Custom groups**: Route by expertise or availability
* **Single user**: Direct to specific team members
![Ring users configuration showing different ring strategies]()
### Backup routing
Ensure no call goes unanswered:
* Forward to external numbers after hours
* Route to Sona AI agent for 24/7 availability
* Create overflow paths during busy periods
## Publishing and managing changes
### Save your work
Changes aren't live until you publish:
![Publishing changes to make call flow live]()
Always test your call flow after publishing. Call your number from another phone to experience what callers hear.
### Deleting steps and paths
Update steps without losing your work:
* You can **choose which path to keep** if multiple branches exist
* You can **remove just the step** and keep the rest of your flow as-is
* You can choose to **delete the step and all of its paths**, if that’s what you intend
![Deletingsteps Cfb]( "Deletingsteps Cfb")
![Deletingsteps Cfb]( "Deletingsteps Cfb")
If a step has multiple branches, you’ll choose which path becomes the new default. This way, your calls always have a valid destination and you won't accidentally delete any important routing.
### Multiple call flows
Manage different scenarios with ease:
* **Default call flow**: Your standard routing
* **Forward all calls**: Temporary routing to another number
* Toggle between flows without rebuilding
![Switching between default and forwarding call flows]()
## Next steps
Now that you understand call flows, explore specific components in detail:
Practice building call flows step-by-step (or steal our example flows) in the Quo Academy.
Set your availability schedule
Create interactive voice menus
Configure team call distribution
Set up professional greetings
## FAQs
Yes, each phone number in your workspace can have its own unique call flow. This is perfect for businesses with multiple brands, departments, or service levels.
Existing calls continue using the old flow until they complete. New calls immediately use the updated flow. There's no disruption to active conversations.
You sure can! Read this [short article](https://support.quo.com/core-concepts/administration/call-flows/temp-call-flows#how-to-schedule-a-call-flow-for-later) to learn how.
The best practice is to test during off-hours or use a separate test number. You can also walk through the visual flow in the builder to verify logic before publishing.
Yes, if callers know the extension or menu option, they can press it immediately without listening to the full menu. This speeds up the experience for repeat callers.
Ring groups determine WHO gets called, while ring order determines HOW they're called (all at once, in sequence, etc.). You'll configure both to create your ideal call distribution.
Yes. You can delete an individual step without losing everything that comes after it.
If the step has multiple branches, you'll be asked which path you want to keep. You can also choose to delete the step and all of its paths if you want to start fresh.
If a step contains multiple paths, you'll see a pop up with options to decide what should happen next.
**You be able to:**
* Select one branch to keep as the new default path, or
* Choose to remove the step and all of the steps below it
No. Call flows can't be copied or duplicated across phone numbers. Each phone number in your workspace must be configured manually with its own call flow.
If you manage multiple numbers with similar routing setups, you'll need to rebuild the flow for each number individually.
After publishing, look for the **Live** indicator in the call flow builder; it confirms your changes are active. If you made changes and don't see them taking effect, try refreshing the builder to confirm the latest version is published.
The most reliable way to confirm your flow is working is to call your number from an external phone (not your Quo number) and listen to what callers hear.
* **Business hours blocking calls**: If you have a business hours condition in your flow and calls aren't routing as expected, check that your hours are set correctly for your timezone.
* **Ring duration too short**: If calls aren't reaching your team, check the ring timeout on your ring users step — a very short ring time means calls move to the next step before anyone can answer.
* **No voicemail at the end of the flow**: If missed calls aren't being captured, make sure your flow ends with a voicemail step on every path.
* Use **ring users** when you want calls to ring the Quo app for one or more members of your workspace.
* Use **call forwarding** (forward to a phone number) when you want calls to route to an external number, like a cell phone or desk phone that isn't on Quo. You can combine both in the same flow. \
\
**For example:** Ring your Quo team first, then forward to an external number if no one answers.
No. Call flows are tied to a specific phone number and can't be transferred to other numbers in your workspace. When your ported number arrives, you'll need to rebuild the call flow on the new number from scratch.
# Phone menu (IVR)
Source: https://support.quo.com/core-concepts/administration/call-flows/phone-menu
Create interactive voice menus to route callers to the right department, person, or information automatically
## Overview
Phone menus (IVR - Interactive Voice Response) transform your single business number into a sophisticated call routing system. Callers hear professional greetings and navigate to their desired destination using keypad selections or voice commands—just like calling a large enterprise, but achievable for any size business.
This feature is only available on [Business and Scale](https://support.quo.com/core-concepts/administration/billing/pricing#plan-comparison) plans.
Access interactive demos, videos, and more in the Quo Academy. Explore key features and practice building call flows at your own pace.
***
## Understanding phone menus
**What callers experience**
When someone calls your number when you have a phone menu:
1. They'll hear a custom greeting message you've recorded or uploaded
2. They'll hear a series of menu options ("Press 1 for Sales, 2 for Support...")
3. They make their selection via keypad or voice
4. They're immediately and automatically routed to the right destination
**Benefits for your business**
* **Professional image**: Makes you sound like a larger organization
* **Efficient routing**: It gets callers to the right person faster
* **Reduced interruptions**: It filters out spam and robocalls, which don't usually know what to do when faced with a phone menu
* **Self-service options**: You can help people get the information they need without staff needing to pick up the phone
* **Scalability**: You can handle more calls without more staff or complexity
Phone menus are available on Business and Scale plans. Starter plan users can upgrade to access this feature.
## Setting up your phone menu
**Access the call flow builder**
1. Open Quo, formerly OpenPhone, on web or desktop
2. Navigate to **Settings** → **Phone numbers**
3. Select the number to configure
4. Click **Edit call flow** under Call flow section
![Accessing call flow builder for phone menu setup]()
**Add phone menu to your flow**
1. Drag **Phone menu** step into the canvas
2. Place it after:
* **Incoming call** trigger (for all calls)
* **Business hours** condition (for time-based menus)
3. Select the step to configure settings
## Configuring menu options
### Create your greeting
Click **Add greeting message** and choose:
* **Upload a file**: Use existing audio (MP3/WAV)
* **Record**: Create greeting directly in Quo
* [Text to speech](https://support.quo.com/core-concepts/administration/call-flows/guides/text-to-speech-guide): Type text for professional voiceover
Example greeting: *"Thank you for calling Acme Inc. For Sales, press 1. For Support, press 2. For our business hours and location, press 3. To speak with an operator, press 0."*
### Set up menu options
1. Click **Add keypad option**
2. Assign numbers 0-9 to destinations
3. Add voice keywords for each option
4. Configure up to 10 different paths
![Adding and configuring phone menu options]()
### Available destinations
Each menu option can route to:
* [**Ring users**](https://support.quo.com/core-concepts/administration/call-flows/guides/home-services-call-flows#reduce-missed-calls-with-ring-groups): Connect to team members
* [**Voicemail**](https://support.quo.com/core-concepts/administration/call-flows/voicemail): Direct to specific voicemail box
* [**Play audio**](https://support.quo.com/core-concepts/administration/call-flows/play-audio): Share recorded information
* [**Forward call**](https://support.quo.com/core-concepts/administration/call-flows/call-forwarding): Route to external numbers
* [**Another phone menu**](https://support.quo.com/core-concepts/administration/call-flows/phone-menu#multi-level-menus): Create multi-level menus
* [**Sona AI agent**](https://support.quo.com/core-concepts/ai-automations/overview#sona-ai-agent): Let AI handle the call
### Handle no selection
Configure what happens if callers don't make a selection:
* Default: Routes to voicemail
* Alternative options: Ring users, repeat menu, or forward
## Multi-level menus
**See it step-by-step:** Walk through a multi-level phone menu example in [the Quo Academy](https://learn.quo.com/setting-up-quo/routing-calls-with-the-call-flow-builder/call-flow-examples?utm_source=support\&utm_medium=help_center\&utm_campaign=quo_academy\&utm_content=call_flow_builder_article).
Create sophisticated menu trees for larger organizations, like in this (unsophisticated) drawing:
```text theme={null}
Main Menu
├── 1. Sales
│ ├── 1. New customers
│ ├── 2. Existing accounts
│ └── 3. Partner inquiries
├── 2. Support
│ ├── 1. Technical issues
│ ├── 2. Billing questions
│ └── 3. Account help
└── 3. Company info
```
### **How to set up a multi-level phone menu**
To add a multi-level phone menu to your call flow:
1. **In the call flow builder,** drag in the `Phone menu` step from the side panel.
2. Add your first-level options (0–9).
3. To nest a menu, drag an additional **Phone menu** step under one of your first-level phone menu options.
As shown below, you can repeat this process to add additional layers.
![Multi Levelphonemenu Gi]()
### **Call flow builder routing options**
Each key press (0–9) can:
* Route to any other Call Flow Builder step (e.g., Ring users, Forward, Play audio, voicemail, Sona)
* Route to another **Phone menu** (a nested menu)
* **Tip:** Use **Go to** to avoid recreating steps (e.g., reuse an existing voicemail or agent group)
* Add a go to step to the canvas, then select any existing step on the canvas you want to route to
* Use **Repeat menu** to loop the caller back to the current menu or main menu.
![Gotostep Gi]()
### **In case of no selection**
If a caller doesn’t press anything:
* Use **Repeat menu** to give them another chance
* Route to another option (e.g. **Voicemail, Ring users, Forward** or **Sona)** to avoid frustration
![Noselection Gi]()
**Best practices**
* **Keep it short**: Limit menus to essential options. People want to talk to someone, not get stuck in a loop.
* **Use commands**: You can add a voice command (e.g. “1”), then mention in your greeting: “Press or say 1 to reach Support”
* **Use Go to** to reuse steps and simplify complex flows.
* **Send callers to Sona**, your AI agent, to reduce wait time and handle FAQs.
* **Avoid excessive depth**: We recommend keeping menus within 2 to 3 levels max.
## Other advanced configurations
### Time-based menus
Different menus for different times:
**Business hours menu**: Full options with live routing
1. Sales team
2. Support desk
3. Accounting
4. Schedule appointment
**After-hours menu**: Limited options
1. Emergency support
2. Leave a message
3. Business hours info
## Menu design best practices
**Keep it simple**
* **3-4 options maximum**: Prevents overwhelming callers
* **Logical grouping**: Putting related options together will make sense for callers
* **Most popular first**: Reduce average navigation time
* **Clear descriptions**: Avoid jargon or ambiguity
**Professional greeting tips**
1. **Start with company name**: Confirms they called the right number
2. **Be concise**: Don't record for longer than 20 seconds total
3. **Speak clearly**: Keep a moderate pace so people can keep up
4. **Include zero option**: Always offer a way out
**Optimize caller flow**
* **Self-service options**: Reduce call volume
* **Quick escape**: Easy path to human help
* **Consistent numbering**: Same options across menus
* **Test regularly**: Call your own number monthly
## Common phone menu patterns
1. Sales
2. Support
3. Hours & Location
4. Operator
1. New clients
2. Existing clients
3. Billing
4. Emergency
1. Place an order
2. Check order status
3. Store hours
4. Directions
1. Schedule appointment
2. Prescription refills
3. Test results
4. Urgent care
***
## FAQs
You can configure up to 10 options using digits 0-9. This is typically more than enough for most businesses. For more options, consider using multi-level menus.
Yes! Use business hours conditions to show different menus during business hours vs. after hours. You can also create seasonal or holiday-specific menus.
No, callers familiar with your menu can press their selection immediately without waiting. This speeds up the experience for repeat callers.
Yes, any menu option can forward to external US or Canadian numbers. This is useful for routing to answering services or specialist partners.
Text messages bypass the phone menu entirely. All team members with access to the number receive texts directly in their inbox.
Yes, by routing menu options to other Quo numbers with their own menus. Each number's menu triggers independently, allowing complex hierarchies.
Phone menus are included with Business and Scale plans at no extra charge. Starter plans need to upgrade to access this feature.
Currently, Quo supports single-digit options (0-9). Multi-digit extensions like 101 or 2145 aren't available yet.
# Play audio
Source: https://support.quo.com/core-concepts/administration/call-flows/play-audio
Share recorded messages, announcements, and information with callers at any point in your call flow
## Overview
The play audio feature lets you share pre-recorded messages with callers without requiring team member interaction. Whether you need to announce holiday hours, provide frequently requested information, or deliver important updates, audio messages ensure consistent, professional communication 24/7.
## Understanding play audio
### How it works
Play audio is a call flow step that:
1. Plays your custom message to the caller
2. Waits for the entire message to complete
3. Continues to the next step in your flow (or ends the call)
### Common use cases
* **Holiday announcements**: Inform about special closures
* **Temporary changes**: Share schedule modifications
* **Business information**: Provide hours, location, directions
* **FAQ responses**: Answer common questions automatically
* **Emergency notifications**: Communicate urgent updates
* **Welcome messages**: Greet callers before routing
## Setting up play audio
### Add to your call flow
1. Open the call flow builder
2. Drag **Play audio** step into your canvas
3. Place it strategically:
* After incoming call (greeting)
* As phone menu option (information)
* After ring users (if no answer)
* In after-hours path (announcements)
![Adding play audio step to call flow]()
### Configure your audio
Select the play audio step and choose your method:
#### Upload a file
1. Select **Upload a file**
* **Supported formats:** MP3, WAV
2. Drag and drop your MP3 or WAV file
* Professional pre-recorded messages
* Music or sound effects
* Previously recorded message
3. Click **Save**
#### Record in Quo
1. Click **Record** button
2. Use your computer microphone
3. Use the **Play button** to preview your recording
4. Re-record if needed
5. Click **Save**
#### Text to speech
4. Select **Text-to-Speech**
5. Choose from the available voice options:
* **4 natural voices** — newer, high-quality options
* **1 legacy text-to-speech voice** — the original TTS option
6. Click **Generate** to create your greeting
7. Use the **Play button** to preview your greeting
8. Click **Save**
Text to speech is perfect for messages that change frequently, like holiday schedules or temporary announcements. For natural-sounding text-to-speech messages, see our [guide on using enhanced text to speech](https://support.quo.com/core-concepts/administration/call-flows/guides/text-to-speech-guide).
## Common message templates
### Holiday closure
[*"Thank you for calling \[Business Name\]. We are closed for \[Holiday\] and will reopen on \[Date\]. For urgent matters, please email emergency@example.com. Happy holidays!"*](mailto:emergency@example.com)
### Temporary hours
*"Welcome to \[Business Name]. Please note our temporary hours: \[New Schedule]. We apologize for any inconvenience and look forward to serving you."*
### Service interruption
[*"We're currently experiencing technical difficulties with our \[Service\]. Our team is working to resolve this issue. Please call back in \[Timeframe\] or email support@example.com."*](mailto:support@example.com)
### Location moved
*"\[Business Name] has moved! Find us at our new location: \[Address]. Our phone number and hours remain the same. We look forward to seeing you."*
### Frequently asked information
*"Our current promotion offers 20% off all services through \[Date]. No appointment necessary. Visit our website for complete details and exclusions."*
## FAQs
Quo supports MP3 and WAV files for uploaded audio. For best results, use MP3 format with standard bitrates (128-192 kbps).
While there's no strict limit, best practice is keeping messages under 60 seconds. Callers may hang up if messages are too long.
Yes, but ensure you have rights to use any music. Keep volume low so the message remains clear. Consider royalty-free options.
Use text-to-speech for messages that change frequently. You can update the text and republish your call flow in seconds.
Yes, each phone number has its own call flow, so you can customize play audio messages for each number independently.
You decide! Configure the next step: end the call, route to voicemail, return to menu, or continue to another action.
Yes, add multiple play audio steps in a row. However, consider caller patience—too many messages may cause hang-ups.
No, play audio steps only work for incoming calls within your call flow. Outbound calls connect directly.
# Ring groups
Source: https://support.quo.com/core-concepts/administration/call-flows/ring-groups
Control how incoming calls reach your team with flexible ring strategies and custom routing orders
## Overview
Ring groups determine how incoming calls are distributed among your team members. Whether you want everyone to ring simultaneously for fastest response, distribute calls evenly with round-robin, or create sophisticated hierarchical routing, Quo, formerly OpenPhone's ring users feature ensures calls reach the right person at the right time.
***
## Understanding ring strategies
### Available ring order types
Quo offers four distinct strategies for call distribution:
1. **All at once**: Everyone rings simultaneously
2. **In random batches**: Distribute calls evenly in groups
3. **Custom ring groups**: Hierarchical routing with specific order
4. **Single user**: Direct to one team member
Starter plans include **All at once** and **Random** options. Business and Scale plans unlock **Custom ring groups** for advanced routing control.
### How ring order works
When a call comes in:
1. System checks which users are available
2. Rings users according to your chosen strategy
3. First person to answer takes the call
4. If no one answers, moves to next step (usually voicemail)
***
## Setting up ring users
### Add to your call flow
1. Open the call flow builder
2. Drag **Ring users** block into canvas
3. Place after:
* Incoming call trigger
* Business hours condition
* Phone menu selection
4. Configure ring strategy and timing
### Configure ring duration
Set how long calls ring before moving to the next step:
* **Default**: 30 seconds total
* **Minimum recommended**: 15 seconds
* **Per group**: Set different durations for each ring group
Practice building call flows step-by-step (or steal our example flows) in the Quo Academy.
***
## Ring order strategies
### **All at once**
**Best for: Small teams, urgent response needs**
**How it works:**
* Every available team member rings simultaneously
* Fastest possible response time
* First to answer takes the call
**Configuration**:
1. Select **All at once** from dropdown
2. Set total ring duration (e.g., 30 seconds)
3. All users with number access included automatically
### **In random batches**
**Best for: Fair call distribution, larger teams**
**How it works**:
* Divides team into random groups
* Each batch rings for set duration
* Prevents call fatigue for any individual
**Configuration**:
1. Select **In random batches**
2. Choose batch size (e.g., 3 people per batch)
3. Set ring duration per batch (e.g., 15 seconds)
4. System displays total ring time
Example: 9 team members, batch size 3, 15 seconds per batch = 45 seconds total
### **Custom ring groups**
**Best for: Hierarchical teams, skill-based routing**
**How it works**:
* Create specific groups with designated members
* Control exact order of ring progression
* Set different durations for each group
**Configuration**:
1. Select **Custom ring groups**
2. Add number of groups needed
3. For each group:
* Select specific users
* Choose ring pattern (all at once or in batches)
* Set ring duration
4. Groups ring in sequential order
Example hierarchy:
* Group 1: Senior support (2 people, 20 seconds)
* Group 2: General support (4 people, 20 seconds)
* Group 3: Overflow team (3 people, 15 seconds)
**Single user**
**Best for: Direct routing, personal lines**
**How it works**:
* Routes directly to one specific person
* No group ringing or distribution
* Simple, predictable routing
**Configuration**:
1. Select **Single user**
2. Choose team member from dropdown
3. Set ring duration
4. Only users with number access appear
***
## Advanced configurations
**Round-robin distribution**
Create fair call distribution using custom groups:
1. **Equal groups**: Divide team into same-sized groups
2. **Rotating assignment**: Manually rotate group members weekly
3. **Balanced duration**: Same ring time per group
Example round-robin setup:
* Monday Group: Alex, Beth, Carlos (20 sec)
* Tuesday Group: Dana, Eric, Fran (20 sec)
* Wednesday Group: Greg, Helen, Ian (20 sec)
**Skill-based routing**
Route based on expertise:
```text theme={null}
Phone menu: "Press 1 for Sales, 2 for Support"
Sales → Ring sales team (custom group)
Support → Ring support team (custom group)
```
**Escalation chains**
Create tiered support:
1. **Tier 1**: Frontline support (15 seconds)
2. **Tier 2**: Senior support (15 seconds)
3. **Tier 3**: Managers (10 seconds)
4. **Final**: Voicemail or forward
***
## Managing availability
### User availability factors
Team members won't ring if they have:
* **Do Not Disturb** enabled
* **Away status** set
* **Work schedule** outside hours
* **Muted notifications** for the number
* **Active call** on another line
When the first person in a ring group is unavailable, the system automatically moves to the next available person without waiting.
***
### Troubleshooting missed rings
If team members aren't receiving calls:
1. **Check status settings**
* Verify Do Not Disturb is off
* Confirm status shows available
* Review work schedule settings
2. **Verify number access**
* Ensure user has access to shared number
* Check they haven't muted notifications
* Confirm no call forwarding conflicts
3. **Test ring order**
* Make test calls to verify routing
* Check each group receives calls
* Adjust durations if needed
***
## FAQs
Up to 100 team members can share a single Quo number and be included in ring groups. Custom ring groups can be configured with any subset of these users.
If all users in all configured ring groups don't answer within their designated time, the call moves to the next step in your call flow (typically voicemail or forwarding).
Yes, with custom ring groups you can set different durations for each group. Individual users within the same group share the same ring duration.
Yes, calls ring on all devices where the user is signed in (mobile, desktop, web) unless they've muted notifications or set Do Not Disturb.
The system randomly assigns users to batches for each call, ensuring even distribution over time. No user is permanently in the first or last batch.
Users can exclude themselves by enabling Do Not Disturb, setting away status, or muting the specific number. Admins can also remove users from shared number access.
While you can set very short durations, we recommend at least 15 seconds per group to give users adequate time to answer, especially on mobile devices.
Not directly, but you can use business hours to route to different call flows with different ring group configurations for various times.
There's no specific limit on concurrent calls to a single Quo number. Multiple calls will ring simultaneously, and be routed according to your active call flow.
No. A team member can only be on one call at a time. If they're on a call when another comes in, they'll see a call waiting notification but can't answer while already active.
# Temporary call flows
Source: https://support.quo.com/core-concepts/administration/call-flows/temp-call-flows
Set up temporary call flows for unique situations that you can switch between as needed.
Sometimes you need your calls handled differently than usual. This might be during a planned vacation, for holiday promotion, or even something like a long meeting, or another temporary change to your availability.
Temporary call flows let you create alternate **call routing setups** and switch between them without editing your default flow. You can publish a different flow when needed, then return to your usual setup when you’re done. This feature is available on all Quo plans.
![Clean Shot%202025 08 21%20at%2016 43 59%402x Pn]( "Clean Shot%202025 08 21%20at%2016 43 59%402x Pn")
## When to use temporary call flows
Temporary call flows are useful any time your call handling needs to change for a short period of time.
* **Holidays or seasonal campaigns:** Run unique greetings or routing during special offers or events
* **Meetings or short unavailability:** Route calls to Sona or another destination while you’re unavailable
* **Temporary staffing or routing changes:** Route calls to another team member while you’re away
See how to activate a temporary call flow step-by-step and more in the Quo Academy.
***
## Setting up temporary call flows
1. Go to your phone number’s [call flow builder](https://support.quo.com/core-concepts/administration/call-flows/overview) on desktop.
2. Click **+ Create new call flow**. Add a **name and emoji** to help identify it later.
![Clean Shot%202025 08 21%20at%2016 46 14 Gi]()
3. [Build your call flow](https://support.quo.com/core-concepts/administration/call-flows/overview#building-your-first-call-flow) using greetings, menus, and routing.
4. Click **Publish** when you’re ready.
**Publishing will activate the new call flow and replace your current one.** You can re-publish your main call flow at any time.
![Clean Shot%202025 08 21%20at%2016 50 14 Gi]()
With temporary call flows, your default setup stays intact and you switch to a different flow only when needed.
**Try it hands-on:** Explore an interactive temporary call flow example in [the Quo Academy](https://learn.quo.com/setting-up-quo/routing-calls-with-the-call-flow-builder/call-flow-examples?utm_source=support\&utm_medium=help_center\&utm_campaign=quo_academy\&utm_content=call_flow_builder_article).
***
## Publishing temporary call flows
When you’re ready to use a temporary call flow, you can either publish it immediately or schedule it to [publish later](https://support.quo.com/core-concepts/administration/call-flows/temp-call-flows#how-to-schedule-a-call-flow-for-later).
Publishing immediately is useful for ad hoc changes and can be done from desktop, or mobile (as long as your call flows have already been created). Scheduling is helpful when you already know when a change should take effect.
## Immediately publish call flows on mobile
Once you’ve created temporary call flows on web or desktop, you can now publish them directly from the Quo mobile app. This makes it easy to activate the right call flow when you’re away from your computer.
Call flows **must be created and configured on web or desktop** before they can be published on mobile
### How to publish call flows on mobile
You don’t need to rebuild or edit call flows on mobile. Just select and publish the one you need.
1. Open the Quo mobile app
2. Navigate to **Call flows**
3. Select the call flow you want to activate
4. Tap **Publish now** to make it live immediately
### When to use mobile call flow publishing
| Situation | How mobile call flows help |
| :--------------------------------- | :------------------------------------------------------------------------------------------------ |
| Forgot to set your out-of-office | Publish your vacation or out-of-office call flow in seconds, even when you’re already on the move |
| Stepping into an important meeting | Quickly activate an “In a meeting” call flow to route callers to Sona or another teammate |
| Unexpected situations | Handle emergencies, conferences, offsite events, or short breaks without needing a computer |
While you're at your desk, prepare call flows common scenarios in advance to access them easily on mobile:
* “Back in 30 minutes” for short breaks
* “In a meeting until \[time]” for temporary coverage
* “Holiday hours” or “Seasonal promotion” for planned events
***
## How to schedule a call flow for later
Scheduled publishing lets you control **when** a call flow goes live. Instead of remembering to publish or switch flows manually, you can set a call flow to activate automatically at a specific date and time.
All scheduled times are based on your account’s timezone.
Only one call flow can be live at a time. **Schedule multiple call flows to transition between them automatically.**
### Schedule your temporary call flow
**After you've finished building your temporary call flow**, you'll need to select a start date and time for it to go live.
1. Navigate to your call flow
2. Click the arrow (▼) next to **Publish now**
3. Select **Schedule to publish later**
4. Choose your **start date** and **time**
5. Test your call flow to make sure calls are handled correctly
6. Click **Schedule**
Once scheduled, the publish date will appear directly on the call flow.
You can also choose an existing flow from your **call flow list** by selecting **Schedule to publish later**.
![Schedule a temporary call flow from desktop]()
### Schedule your default call flow to resume automatically
Your default call flow is the one that you usually use, and is live most often. **To ensure that it resumes automatically after a temporary flow ends, schedule it to publish later.**
1. Click the **three dots (…)** next to your default call flow
2. Select **Schedule** to publish later
3. Set your **start date andtime**
4. Click **Schedule**
This ensures your business returns to its normal call handling without any manual steps.
**If you do not schedule your default call flow or switch back manually**, your temporary call flow will continue to run.
### When to use scheduled call flows
Scheduled call flows are especially useful when you know changes are coming and want them to happen automatically.
| Situation | How scheduled call flows help |
| :------------------------- | :---------------------------------------------------------------- |
| Holiday hours | Schedule special messaging for holidays or seasonal closures |
| Vacation or out-of-office | Set up temporary call handling and automatically return to normal |
| Marketing campaigns | Align call flows with promotions, launches, or sales |
| Planned operations changes | Prepare call routing changes ahead of time without manual updates |
***
## Manage scheduled call flows
Once you’ve scheduled at least one call flow, a **Manage schedules** button appears at the top of your call flow section.
### View all scheduled call flows
Click **Manage schedules** to see all scheduled call flows in one place, including when each flow will go live and options to edit or remove schedules.
Use this view to review upcoming transitions and confirm the order your call flows will publish.
### Add multiple schedules
The **Manage schedules** view lets you plan a sequence of call flows without navigating between individual flows.
For example, you can schedule a promotional call flow, then [schedule your default flow to resume,](https://support.quo.com/core-concepts/administration/call-flows/temp-call-flows#schedule-your-default-call-flow-to-resume-automatically) and then add another temporary flow later on. This makes it easy to plan ahead and avoid last-minute changes.
* Schedule additional call flows using the **Manage schedules** button at the top right corner of the screen
* Preview conflicts when selecting dates
![Review conflicts with multiple call flow scheduling]( "Review conflicts with multiple call flow scheduling")
* Select a call flow that you wish to add a scheduled start date to
* Select the **Three dots (…)** option on the right-hand side of the screen
* Select **Schedule to publish later**
![Multiple call flow scheduling]( "Multiple call flow scheduling")
### Edit or remove schedules
![Cancelling or editing scheduled call flows]( "Cancelling or editing scheduled call flows")
* **Edit schedule:** You can update a scheduled call flow by selecting it and changing the date or time.
1. Select **Manage schedules** at the top right corner of the screen
2. Select **Edit schedule** to change the start date and/or time
* **Remove schedule:** To cancel a scheduled call flow publish, remove it from the list.
1. Select **Manage schedules** at the top right corner of the screen
2. Select **Cancel schedule** to remove the schedule from the call flow list
When a schedule is removed, the call flow **will not** publish automatically. You’ll need to publish it manually if you want it to go live.
## FAQs
If you've setup a temporary call flow to run for something like a holiday promotion, closure or planned Out of Office time, you'll need to schedule your default call flow to go live for the day you want your call handing to return to normal.
Without this step, a temporary call flow with a scheduled start date will remain active indefinitely.
Here's how:
* Open call flow builder
* Select manage schedules
* Click add schedule
* Choose the default call flow
* Select the date and time it should resume
* Save
[For more detail, refer to the full article here.](https://support.quo.com/core-concepts/administration/call-flows/temp-call-flows#schedule-your-default-call-flow-to-resume-automatically)
**If you already have call flows scheduled:**
* Schedule additional call flows via **Manage schedules** on the top right corner of the screen
* Preview conflicts when selecting dates
**Manage schedules** gives you full visibility on any upcoming schedules
**If you do not have a schedule on any call flows:**
* Select a call flow that you wish to add a scheduled start date to
* Select the **Three dots (…)** option on the right-hand side of the screen
* Select**Schedule to publish later**
[For more detail, refer to the full article here.](https://support.quo.com/core-concepts/administration/call-flows/temp-call-flows#add-multiple-schedules)
**To edit the start date or time for a scheduled call flow:**
* Select **Manage schedules** at the top right corner of the screen
* Select \*\*Edit schedule \*\*to change the start date and/or time
**To cancel a scheduled call flow:**
* Select **Manage schedules** at the top right corner of the screen
* Select \*\*Cancel schedule \*\*to remove the schedule from the call flow list
When a schedule is removed, the call flow **will not** publish automatically. You’ll need to publish it manually if you want it to go live.
# Voicemail
Source: https://support.quo.com/core-concepts/administration/call-flows/voicemail
Create professional voicemail greetings and manage messages with transcriptions, notifications, and advanced routing
## Overview
Voicemail ensures you never miss important communications, even when you can't answer calls. With Quo, formerly OpenPhone's voicemail system, you can create professional greetings, receive automatic transcriptions, and manage messages efficiently across all your devices. Whether you need different greetings for business hours, holiday messages, or department-specific recordings, voicemail keeps your business accessible 24/7.
***
## Understanding voicemail in Quo
### How voicemail works
When calls go unanswered:
1. Caller hears your custom greeting
2. Records their message
3. System transcribes the audio
4. You receive notifications across devices
5. Message stored in conversation thread
### Key features
* **Custom greetings**: Different messages for different scenarios
* **Automatic transcription**: Read messages without listening
* **Profanity filtering**: Clean transcriptions for professional environments
* **Indefinite storage**: Messages saved until you delete them
* **Multi-device sync**: Access voicemails anywhere
* **Email notifications**: Get transcriptions in your inbox
***
## Setting up voicemail
### Add to your call flow
1. Open the call flow builder
2. Drag **Voicemail** step to canvas
3. Place after:
* Ring users (when no answer)
* Business hours (after hours)
* Phone menu options
4. Configure greeting and settings
![Voicemail configuration in call flow builder]()
Practice building call flows step-by-step and learn about key features like **Voicemail**, [Business hours](https://support.quo.com/core-concepts/administration/call-flows/business-hours), [AI call handling](https://support.quo.com/core-concepts/ai-automations/sona/overview) and more in the Quo Academy.
### Create your greeting
Select the voicemail step and choose your method:
**Upload a file:** Use a pre-recorded greeting that you've made outside of Quo
1. The uploaded file must be an MP3 or WAV file
2. Preview after uploading to ensure your audio is high-quality
**Record in Quo:** Record a new greeting on your desktop
1. Click **Record** button
2. Use your computer or your phone's own microphone
3. Preview to make sure you're happy with it
**Text to speech:** A quick way to create a professional-sounding greeting
1. Type your greeting text
2. Choose a voice
3. Generate your greeting
For help writing natural-sounding text-to-speech messages, including pacing and pronunciation, see our [guide on using enhanced text to speech](https://support.quo.com/core-concepts/administration/call-flows/guides/text-to-speech-guide).
### Configure settings
Enable additional features:
* **Transcribe voicemail**: Automatic text conversion
* **Profanity filter**: Clean up transcriptions
* **Email notifications**: Forward to inbox
* **Ring duration**: Set time before voicemail
***
## Professional greeting examples
**Standard business greeting**
*"Thank you for calling \[Business Name]. We're currently assisting other customers. Please leave your name, number, and a brief message, and we'll return your call within one business day."*
**After-hours greeting**
*"You've reached \[Business Name]. Our office hours are Monday through Sunday, 9 AM to 5 PM Eastern. Please leave a message and we'll respond on the next business day. For emergencies, press 0."*
**Department-specific greeting**
*"You've reached the \[Department] team at \[Business Name]. All representatives are currently busy. Leave a detailed message including your account number, and we'll call back within 4 hours."*
**Holiday greeting**
\_"Happy holidays from \[Business Name]! We're closed from \[Date] through \[Date]. Please leave a message and we'll respond when we return. For urgent matters, email us at this address. \_
**Personal voicemail**
*"Hi, you've reached \[Name] at \[Business Name]. I'm either on another call or away from my desk. Leave a message and I'll get back to you as soon as possible."*
Need more inspiration? Check out [45 Professional Voicemail Greeting Examples](https://www.quo.com/blog/professional-voicemail-greeting-examples/) for industry-specific scripts.
***
## Managing voicemail settings
1. Click **Settings**
2. Select the phone number to configure
3. Scroll to **Call flow** and click to open your **call flow builder**
4. Click on the **Voicemail** block
5. From here, you can:
* Change your **Voicemail** **greeting**
* Turn on/off **Transcribe voicemail**
* Turn on/off **Profanity filter**
1. Tap your **account icon** on the top left
2. Tap **Settings** ⚙️
3. Tap **Phone numbers**
4. Select your number
5. Tap **Voicemail greeting**
6. Tap the **Plus (+)** in the bottom right corner
7. Record or upload your greeting
8. Selected greeting is displayed in purple with a checkmark ✔️
![Voicemail configuration on iOS]( "Voicemail configuration on iOS")
Some settings, like Profanity filter, can only be updated on web/desktop.
***
## Advanced voicemail strategies
### Time-based greetings
Use business hours for different messages:
* **During hours**: Brief, professional greeting
* **After hours**: Detailed info with return timeframe
* **Weekends**: Special weekend message
* **Holidays**: Closure dates and emergency contacts
### Department routing
Create specific voicemail boxes:
```text theme={null}
Phone menu → Department selection → Specific voicemail
Sales → Sales voicemail
Support → Support voicemail with SLA info
Billing → Billing voicemail with payment options
```
### Language options
Serve multilingual customers:
1. Main greeting in primary language
2. Phone menu for language selection
3. Language-specific voicemail boxes
4. Transcriptions in detected language
### Overflow handling
When team is at capacity:
```text theme={null}
Ring users (30 sec) → Play message → Voicemail
"All representatives are busy. Your call is important..."
```
***
## Voicemail features
### Transcription accuracy
Improve transcription quality:
* Clear greeting prompts callers to speak clearly
* Request name spelling for accuracy
* Enable profanity filter for cleaner text
* Review and correct important transcriptions
### Ring duration settings
Customize when voicemail activates:
* **Default**: 30 seconds
* **Quick to voicemail**: 15-20 seconds
* **Extended ringing**: 45-60 seconds
* **Per group**: Different times for different ring groups
![Ring duration configuration]()
### Profanity filtering
Keep transcriptions professional:
1. Go to **Settings** → **Phone numbers**
2. Select your number
3. Scroll to Voicemail section
4. Enable **Filter profanity**
***
## Accessing voicemails
### In conversation threads
All voicemails appear in the relevant conversation:
* Audio player for playback
* Full transcription below
* Download option for archiving
* Timestamp and duration
### Notifications
Stay informed about new messages:
* **Badge icons**: Unread count in inbox
* **Push notifications**: Mobile alerts
* **Email forwards**: Transcriptions in email
* **Slack integration**: Team notifications
### Do Not Disturb mode
Send calls directly to voicemail:
* Set duration: 30 min, 1 hour, 8 hours, or custom
* Texts still received normally
* Voicemail notifications continue
* Doesn't affect shared numbers
***
## Storage and retention
### Message storage
* **Duration**: Indefinite (until deleted)
* **Location**: Within conversation threads
* **Backup**: Automatic cloud storage
* **Export**: Available through data export
### After cancellation
* Messages guaranteed for 14 days
* Export data before cancelling
* Download important voicemails
* Request full data export if needed
***
## Integration options
### Email notifications
Receive voicemails in your inbox:
1. Configure email integration
2. Select voicemail notifications
3. Transcriptions included
4. Multiple recipients supported
### Webhooks and APIs
Automate voicemail handling:
* Trigger CRM updates
* Create support tickets
* Send to translation services
* Archive to cloud storage
### Team collaboration
Share voicemail management:
* Shared number access
* Internal comments on messages
* Assignment to team members
* Status tracking (done/pending)
***
## Recording tips
### Professional quality
Create clear, effective greetings:
* **Quiet environment**: No background noise
* **Speak slowly**: Clear enunciation
* **Friendly tone**: Warm but professional
* **Brief message**: 20-30 seconds ideal
### Script best practices
* State business name immediately
* Set callback expectations
* Request key information
* Offer alternatives (email, website)
* Thank caller for their message
### Regular updates
Keep greetings current:
* Review monthly
* Update for holidays
* Reflect hour changes
* Remove outdated info
***
## FAQs
Callers can leave messages up to 3 minutes long. This provides enough time for detailed messages while preventing excessively long recordings.
Not directly, but you can use phone menus to route different types of callers to different voicemail boxes, each with its own greeting.
Transcriptions are generally accurate but may have errors with names, technical terms, or accented speech. Audio is always available for verification.
Yes, configure email notifications to receive voicemail alerts with transcriptions. The audio file can be accessed by logging into Quo.
Deleting a conversation permanently removes all messages including voicemails. Download important messages before deleting conversations.
Most callers can press # to skip to the recording beep, though this depends on their carrier. Keep greetings concise regardless.
Once deleted, voicemails cannot be recovered. Always download important messages before deleting them from conversations.
Yes, you can set up detailed greetings that provide information, then use transcriptions and notifications to respond promptly to messages.
# Groups
Source: https://support.quo.com/core-concepts/administration/groups
Organize team members into departments or teams for efficient collaboration and resource sharing
## Overview
Groups allow you to organize team members into logical units like departments, teams, or projects. Instead of selecting individual team members repeatedly, create groups to streamline sharing, mentions, and collaboration across your workspace.
## Understanding groups
### What are groups
Groups are collections of team members that:
* Share common responsibilities or departments
* Need access to the same resources
* Collaborate frequently on customer communications
* Can be referenced with a single @mention
### Key benefits
* **Efficient sharing**: Share contacts or snippets with entire teams at once
* **Quick mentions**: Notify multiple people with one @mention
* **Better organization**: Visual representation of your team structure
Only workspace Owners and Admins can create and manage groups. Members can be added to groups and use them for mentions and sharing.
## Creating groups
### Access group settings
Groups can only be created from web or desktop apps:
1. Click **Settings** from the left-hand menu
2. Select **Groups** under the Workspace section
3. Click **Create new group**
![Creating a group in Quo]()
### Configure your group
Set up your group with these elements:
1. **Group name**: Clear, descriptive identifier
* Examples: "Sales Team", "Support Dept", "East Coast"
2. **Emoji icon**: Visual identifier for quick recognition
* Click the default emoji to select a new one
* Choose emojis that represent the group's function
3. **Description** (optional): Explain the group's purpose
* Who should be included
* What resources they'll access
* Primary responsibilities
4. **Add members**: Select team members
* Click **Add a member**
* Choose from your workspace roster
* Add multiple members at once
5. **Save**: Click **Save group** to create
Use consistent naming conventions for groups (e.g., "Team - Sales", "Team - Support") to keep them organized in lists and mentions.
## Managing existing groups
### Edit groups
To modify a group:
1. Go to **Settings** → **Groups**
2. Click on the group to edit
3. Update any of these elements:
* Group name
* Emoji icon
* Description
* Member list
4. Save changes
### Add or remove members
Adjust group membership as your team evolves:
* **Add members**: Click "Add a member" and select from available users
* **Remove members**: Click the X next to a member's name
* Changes take effect immediately
### Delete groups
Remove groups that are no longer needed:
1. Select the group in settings
2. Click **Delete group**
3. Confirm deletion
4. Group mentions and shares remain in history
Deleting a group doesn't remove any shared resources or permissions—it only removes the group as a mentionable/shareable entity.
## Using groups effectively
### Mentioning groups
Notify entire teams with a single mention:
![Mentioning a group in Quo]()
1. Type **@** in a thread or team message
2. Start typing the group name
3. Select from the dropdown
4. All group members receive notification
![Group mention notification in activity feed]()
### Sharing with groups
Share resources efficiently:
#### Contacts
* Share customer contacts with entire departments
* Ensure teams have access to relevant customer information
* Maintain consistent customer relationships
#### Snippets
* Distribute response templates to teams
* Ensure consistent messaging across departments
* Update templates for all members simultaneously
## FAQs
Only workspace Owners and Admins can create, edit, or delete groups. Members can be part of groups and use them for mentions but cannot manage them.
All groups are visible to the entire workspace. For private communications, use direct messages between specific team members instead.
All members of the group receive a notification in their activity feed. They must have access to the shared number where the mention occurred to see it.
Groups cannot be nested. However, you can create multiple groups with overlapping members to achieve similar organization.
No, groups are an organizational feature and don't impact billing. You're billed per user regardless of how many groups they belong to.
Yes, you can mention multiple groups in the same message. Each group's members will receive separate notifications.
Workspace groups organize team members for mentions and sharing. Group messages (SMS/MMS) are text conversations with multiple external recipients.
No, groups can only contain members of your Quo workspace. External contacts cannot be added to internal groups.
# Team members and roles
Source: https://support.quo.com/core-concepts/administration/members
Add team members, assign roles, and manage permissions to collaborate effectively in your workspace
## Overview
Team members and roles help you collaborate effectively while maintaining security. Control who can access your workspace, what they can do, and how they work together through customizable roles and permissions.
## Understanding roles and permissions
### Three workspace roles
Quo, formerly OpenPhone, offers three default roles, each designed for different team responsibilities:
**Owner role**
* Full administrative control over the workspace
* Can manage billing and subscription settings
* Assign or change roles for any team member
* Add or remove other owners
* Complete access to all features
**Admin role**
* Manage team members and phone numbers
* Configure workspace features and integrations
* Cannot add/remove owners
* Otherwise full administrative access
**Member role**
* Use assigned phone numbers for calls and texts
* Manage contacts and personal settings
* Collaborate on shared inboxes
* Limited administrative access
* Cannot modify workspace settings
All roles can invite new team members, but **only Owners and Admins can remove members or modify roles**. Users invited by Members are automatically assigned the Member role.
### Detailed permissions breakdown
| Permission | Owner | Admin | Member |
| ----------------------------------------- | ----- | ----- | ------ |
| Send texts, make calls, message teammates | ✓ | ✓ | ✓ |
| Manage contacts | ✓ | ✓ | ✓ |
| Bulk import contacts (Google/CSV) | ✓ | ✓ | ✓ |
| Invite team members | ✓ | ✓ | ✓ |
| Remove team members | ✓ | ✓ | |
| Update member roles | ✓ | ✓ | |
| Manage billing | ✓ | ✓ | |
| Update phone number settings | ✓ | ✓ | |
| Add new phone numbers | ✓ | ✓ | |
| Create workspace groups | ✓ | ✓ | |
| Configure integrations | ✓ | ✓ | |
| Submit/manage port requests | ✓ | ✓ | |
| Add/remove other owners | ✓ | | |
### Phone number ownership
Beyond workspace roles, individual phone numbers can have owners:
* Number owners control who can access that specific number
* Only number owners, workspace owners, or admins can update number settings
* Settings include: inbox name, caller ID, business hours, call flows
## Adding team members
### Method 1: Direct invitation
![Inviting team members by email]()
1. Navigate to **Settings** → **Members**
2. Click **Invite your team** or **Invite a member**
3. Enter email addresses (comma-separated for multiple)
4. Choose initial phone assignment:
* **Assign a new number**: They'll select during onboarding
* **Share existing**: Grant access to current numbers
5. Select their role (Owner, Admin, or Member)
6. Click **Send invitations**
Use work email addresses for invitations. This helps with domain claiming and ensures professional communication.
### Method 2: Claim your domain
Streamline onboarding by claiming your company's email domain:
![Email domain claiming interface]()
1. Go to **Settings** → **Members**
2. Click **Claim your domain**
3. Enter an email address with your company domain
4. Verify domain ownership
Once claimed:
* Anyone with your company email can join automatically
* They sign up normally and see "Join existing workspace"
* No invitation needed
* Default role is Member (can be changed later)
![Join workspace screen for domain users]()
**Only Owners and Admins can claim email domains.** Ensure you trust all employees with company email addresses before enabling this feature.
## The invitation process
**What invitees receive**
1. **Email invitation** with workspace details
2. **Accept invitation** link
3. Guided onboarding:
* Account creation
* Phone number selection
* App download instructions
4. Immediate access to assigned resources
**What happens next**
New members can:
* Start calling and texting immediately
* Access shared phone numbers
* View conversation history
* Collaborate with teammates
## Managing existing members
**View team roster**
1. Go to **Settings** → **Members**
2. See all members with:
* Name and email
* Current role
* Phone numbers assigned
* Last active status
**Update member permissions**
To modify an existing member's role:
1. Click the three dots (...) next to their name
2. Select **Change role**
3. Choose new role
4. Confirm change
**Role changes take effect immediately.** Members may need to refresh their app to see updated permissions.
**Remove team members**
![Remove team member interface]()
When someone leaves your organization:
1. Navigate to **Settings** → **Members**
2. Click three dots (...) next to their name
3. Select **Remove user from workspace**
4. Reassign their phone numbers if needed
5. Confirm removal
Removing members can only be done via **web or desktop app**, not mobile.
## Phone number management
### Assigning numbers to members
Give team members access to phone numbers:
1. During invitation process
2. From phone number settings
3. Through member management page
### Managing shared numbers
For numbers used by multiple team members:
* Set ring order for incoming calls
* Configure individual notifications
* Track activity with conversation attribution
* Maintain unified inbox view
## How it impacts billing
**Adding members**
* Prorated charges apply immediately
* Billed for remainder of current period
* Each member requires a subscription
* First number included, additional numbers \$5/month
**Removing members**
* Prorated credits applied to account
* Credits used for future charges
* Cannot be refunded or transferred
* Expire if subscription cancelled
**Pricing structure**
* 3 plans to choose from: **Starter, Business** or **Scale**
* Each plan includes one number
* No limit on team size
* [View detailed pricing information here](https://www.quo.com/pricing)
## Collaboration features
### For shared numbers
* See who's handling conversations
* Leave internal comments
* Transfer conversations between members
* Set team availability schedules
### Communication tools
* Direct message teammates
* Mention colleagues in threads
* Share contact information
* Collaborate on customer issues
### Visibility features
* Activity tracking per member
* Call and text analytics
* Performance insights
* Workload distribution
## Keep your account secure
**Access control**
* Use principle of least privilege, meaning that people should only really have access to things they will regulrly need
* Regularly audit member access to make sure no one has access to something they shouldn't
* Remove inactive members promptly so that you don't forget (though regular audits help here)
* Document role assignments somewhere that you and others can see them
**For sensitive operations**
* Limit owner accounts to a minimum number of people
* Restrict admin access to one or two people
* Use shared numbers carefully
* Monitor permission changes to make sure a change isn't made without your knowledge
## Troubleshooting
### Invitation issues
**Member didn't receive invitation**
* Check spam/junk folders
* Verify email address
* Resend invitation
* Try alternate email
**Can't join workspace**
* Ensure using invited email
* Check if domain is claimed
* Verify workspace still active
* Contact workspace admin
### Permission problems
**Member can't access features**
* Verify correct role assigned
* Check phone number permissions
* Refresh app/browser
* Review workspace settings
**Unexpected access levels**
* Audit current permissions
* Check for recent changes
* Verify number ownership
* Contact support if needed
## FAQs
By default, members can only see their own activity. To view others' calls, they need access to shared inboxes or specific phone numbers.
We recommend 2-3 admins for most organizations. This ensures coverage while maintaining security. Larger teams may need more.
Their access is immediately revoked and they're logged out. Phone numbers and conversation history remain in the workspace for reassignment.
Currently, Quo offers three predefined roles. For specific permission needs, combine roles with phone number access controls.
Only the current Owner can transfer ownership. Go to Settings → Members, click on your name, and select "Transfer ownership" to assign to another member.
Yes, all roles can send invitations. However, only Owners and Admins can remove members or change roles after they join. Anyone invited by a Member is automatically assigned the Member role.
Workspace roles control overall permissions. Number roles determine access to specific phone numbers. A Member with number ownership has full control of that number.
You're billed per user, not per number access. Multiple members can share a number without additional charges beyond their individual subscriptions.
***
**Need help?** [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# AI call tags
Source: https://support.quo.com/core-concepts/ai-automations/ai-call-tags
Automatically categorize and organize calls with AI-powered tagging based on conversation content
## Overview
AI call tagging automatically categorizes calls based on conversation content, helping you organize and surface important conversations. Combined with call views, AI tags help you quickly find calls requiring attention - such as scheduling requests, escalations, or customer issues - providing powerful insights into your team's conversations.
AI call tags are available on Scale plans and require call recording and transcription to be enabled.
## Prerequisites
### Plan and permissions requirements
**Required plan features:**
* **Scale plan subscription**
* **Owner or Admin permissions** for workspace or specific inbox
* **Call summaries and transcriptions enabled**
* **Automatic call recording enabled** (strongly recommended)
Without automatic call recording, calls must be manually recorded to be transcribed and tagged by AI.
### Platform availability
**Supported platforms:**
* **Web app**: Full setup and management capabilities
* **Desktop app**: Complete feature access (Windows and macOS)
* **iOS**: View tags and filter calls
* **Android**: View tags and filter calls
AI call tag setup is only available on web and desktop applications.
## Setting up AI call tags
### Enabling the feature
1. Click **Settings** in the left-hand menu
2. Select **Phone Numbers** under Workspace settings
3. **Choose the specific phone number** you want to configure
4. Click **Automations**
5. Scroll to the **Call assistant section**
6. Find **Add tags to calls**, Click **Enable**
7. Toggle on **Enable AI call tags** on the next page
![Enabling AI call tags in phone number settings]()
### Creating custom tags
**Default tags:** Quo, formerly OpenPhone, provides predefined tags to get you started. You can edit, disable, or delete these at any time.
**Adding new tags:**
1. Go to **Settings** → **Phone Numbers**
2. **Choose the phone number** you want to configure
3. Click **Automations**
4. Scroll to the **Call assistant section**
5. Find **Add tags to calls**, Click **Manage**
6. **Click "Add Tag"**
* **Name your tag** (up to 40 characters)
* **Add optional description** (up to 500 characters) to help AI apply your tags
![Creating custom AI call tags interface]()
Tag descriptions help AI understand when to apply tags. Include specific keywords or scenarios you want the AI to recognize. You can update descriptions anytime.
### Tag limits and specifications
**Tag constraints:**
* **Up to 25 active tags** per inbox
* **Tag names**: Maximum 40 characters
* **Tag descriptions**: Maximum 500 characters
* **Scope**: Tags are specific to the inbox where they're created
## How AI tagging works
### Automatic tag application
**AI processing:**
* AI analyzes call transcripts after each call ends
* Uses tag name, description, and conversation content to determine relevance
* Automatically applies appropriate tags to calls
* Tags appear on calls within minutes of completion
![AI-applied tags shown on call interface]()
### Managing applied tags
**Removing tags:**
1. **Click the tag** on a call
2. Select **Remove tag**
Tags can only be applied automatically by AI. Once removed from a call, they cannot be manually re-added.
**Tag status management:**
* **Active tags**: Applied to relevant new calls
* **Disabled tags**: Stop applying to new calls but remain on past calls
* **Deleted tags**: Removed from all calls (past and future)
## Using tags for call organization
### Filtering calls by tags
1. **Click any tag** on a call
2. Select **View calls with this tag**
3. Review filtered call list
![Filtering calls by tags in call views]()
1. Navigate to **Calls view** in your inbox
2. **Use filter options** to select specific tags
3. **Apply filters** to view tagged calls
### Call organization strategies
**Common tag categories:**
* **Priority**: "urgent", "follow-up-needed", "escalation"
* **Topic**: "billing", "support", "sales", "scheduling"
* **Outcome**: "appointment-set", "complaint", "compliment"
* **Action required**: "callback-requested", "quote-needed", "demo-scheduled"
## Best practices for AI call tags
### Effective tag creation
**Naming conventions:**
* Use clear, descriptive names that reflect conversation content
* Be consistent with naming patterns across your organization
* Consider how team members will search for and recognize tags
**Description optimization:**
* Include specific keywords that indicate when tags should apply
* Provide context about conversation scenarios
* Update descriptions based on AI tagging accuracy
## Limitations and considerations
### Current limitations
**Feature restrictions:**
* Tags cannot be manually added to calls
* Tags are inbox-specific (cannot share across inboxes)
* Only calls can be tagged (not messages or conversations)
* Tags cannot be used in Analytics filtering
* No API, integration, or webhook access for tags
**Tagging scope:**
* Tags only apply to calls made after tag creation or enablement
* Disabled tags stop applying to new calls but remain on existing calls
* Deleted tags are removed from all calls permanently
## FAQs
Verify that call recording and transcription are enabled for your phone number. AI tags require call transcripts to analyze conversation content.
Review and refine tag descriptions to provide more specific guidance to the AI. Include keywords and scenarios that better define when tags should apply.
Check that you haven't reached the 25-tag limit per inbox and that you have Owner or Admin permissions for the workspace or specific inbox.
Ensure you're viewing the correct inbox where tags were created. Tags are inbox-specific and don't appear across different phone numbers.
Once a tag is removed from a call, it cannot be re-added manually. If it reappears, contact support as this shouldn't happen under normal operation.
# AI contact suggestions
Source: https://support.quo.com/core-concepts/ai-automations/ai-contact-suggestions
Automatically build your contact list with AI-powered suggestions from voicemails and call summaries
## Overview
Quo, formerly OpenPhone, AI contact suggestions automatically analyze voicemails and call recordings to identify missing contact information, helping you build a comprehensive contact list without manual data entry. This feature saves time and ensures you know who's calling, even before creating formal contact records.
AI contact suggestions are available on Business plans and require call recording and transcription to be enabled.
## How AI contact suggestions work
### Automatic contact detection
**AI analysis process:**
When voicemails or call recordings are transcribed, Quo AI automatically searches for:
* **First name**: Personal identification from conversation
* **Last name**: Complete name information
* **Company**: Business or organization affiliation
* **Contact role**: Job title or position mentioned
**Smart recognition:**
* AI identifies contact details mentioned naturally in conversations
* Works with various speech patterns and conversation styles
* Processes both formal introductions and casual mentions
* Analyzes context to ensure accurate suggestions
### Suggestion presentation
**Where suggestions appear:**
* **Contact panel**: Integrated with existing contact interface
* **Inbox chat list**: Shows suggested names for unknown numbers
* **Incoming call alerts**: Displays potential contact information during calls
* **Notifications**: Alerts you to new contact suggestions
![AI contact suggestion interface showing suggested contact details]()
## Managing contact suggestions
### Suggestion options
**Available actions:**
* **Accept**: Create contact with suggested information
* **Edit**: Modify details before creating contact
* **Dismiss**: Reject suggestion and prevent future suggestions for this number
**Contact creation process:**
* Accepted suggestions create contacts using workspace default sharing settings
* Contact information follows your organization's contact management policies
* New contacts are immediately available across your workspace
### Suggestion accuracy
**Quality considerations:**
* Suggestions are AI-generated and may require verification
* Edit contact details to ensure accuracy before accepting
* Dismiss incorrect suggestions to improve future AI performance
* Review suggested information for completeness
## Configuration and settings
### Enabling/disabling suggestions
**Default status:**
AI contact suggestions are enabled by default for all Business plan customers.
**Administrative control:**
1. **Navigate to Settings** → **Contacts**
2. **Toggle Contact suggestions** on or off
![AI contact suggestions settings interface]()
**Permission requirements:**
* **Workspace Owners**: Full control over contact suggestion settings
* **Administrators**: Can enable/disable feature for workspace
* **Members**: Can accept, edit, or dismiss individual suggestions
### Per-number suggestion control
**Individual number management:**
* Dismissing a suggestion for a specific phone number prevents future suggestions for that number
* Useful for known contacts who don't need AI suggestions
* Helps reduce suggestion noise for frequently contacted numbers
## FAQs
Verify that call recording and transcription are enabled for your phone numbers. AI contact suggestions require transcribed content to analyze for contact information.
AI suggestions are based on transcribed speech, which may contain errors. Always review and edit suggestions before accepting them as contacts.
Contact suggestion settings are located in Settings → Contacts. Ensure you have Owner or Admin permissions to modify workspace-wide settings.
Dismissing a suggestion should prevent future suggestions for that specific phone number. If suggestions continue appearing, contact support for assistance.
Check your workspace contact sharing settings. Suggested contacts follow the same sharing rules as manually created contacts.
<>
# Auto-replies
Source: https://support.quo.com/core-concepts/ai-automations/auto-replies
Set up automatic text message responses for missed calls and after-hours communication
## Overview
Auto-replies automatically send text messages to keep customers informed when you can't respond immediately. Whether responding to missed calls during business hours or setting expectations for after-hours contact, auto-replies help maintain professional communication and customer satisfaction.
Auto-reply setup is currently available on web and desktop apps only. Mobile app configuration is not yet supported.
## Setting up auto-replies
### Accessing auto-reply settings
1. Click **Settings** in the left-hand menu
2. Select **Phone Numbers** under Workspace settings
3. **Choose the specific phone number** you want to configure
4. Click the **Automations** tab
5. Scroll to **Auto-Replies**
![Setting up auto-replies in Quo]()
### Configuring auto-reply triggers
**During business hours auto-replies:**
* **Missed calls**: Respond when calls go unanswered
* **New voicemails**: Send messages when voicemail is left
* **Incoming text messages**: Acknowledge receipt of customer messages
**Outside business hours auto-replies:**
* **After-hours missed calls**: Inform callers of business hours
* **After-hours voicemails**: Set expectations for response times
* **After-hours text messages**: Provide alternative contact methods
### Platform availability
**Setup platforms:**
* **Web app**: Full auto-reply configuration and management
* **Desktop app**: Complete setup and editing capabilities
**Limitation:**
* **Mobile apps (iOS/Android)**: Auto-reply settings not available - use web or desktop for configuration
## Managing auto-replies
### Editing active auto-replies
**Modifying messages:**
1. Navigate to **Settings** → **Phone Numbers**
2. **Select the phone number** with active auto-replies
3. **Click the auto-reply** you want to edit
4. **Update the message content** and save changes
**Visual indicators:**
* **Green status**: Indicates active auto-replies
* **Message preview**: Shows current auto-reply content
* **Trigger conditions**: Displays when auto-replies activate
### Disabling auto-replies
1. **Go to Settings** → **Phone Numbers**
2. **Select the number** with auto-replies to disable
3. **Click the active auto-reply** (shown in green)
4. **Click "Delete"** to deactivate immediately
![Deleting auto-replies interface]()
Deleting an auto-reply stops it immediately. You'll need to recreate it if you want to re-enable automatic responses.
## Auto-reply behavior and safeguards
### Smart frequency management
**3-hour cooldown period:**
* Auto-replies are sent only once every 3 hours per contact
* Multiple missed calls within 3 hours trigger only one auto-reply
* Prevents customer annoyance from repeated automated messages
**Conversation context awareness:**
* No auto-reply sent if you recently called or messaged the contact
* Avoids automated responses during active conversations
* Maintains natural communication flow
For inspiration and examples, check out our guide covering 20 auto-reply message examples for different business scenarios.
## FAQs
Verify that auto-replies are enabled for your phone number and that the trigger conditions match the customer's contact method (call, voicemail, or text).
Check that the 3-hour cooldown period is working correctly. If customers receive multiple messages in a short period, contact support for assistance.
Auto-reply configuration is only available on web and desktop applications. Use these platforms to set up and manage your automatic responses.
Keep auto-reply messages concise and focused. Long messages may be truncated or fail to send properly. Aim for clear, essential information only.
Ensure your business hours are correctly configured in your phone number settings. Auto-replies for "after hours" depend on accurate business hour settings.
# AI automations
Source: https://support.quo.com/core-concepts/ai-automations/overview
Leverage AI-powered features to automate routine tasks, enhance customer interactions, and gain valuable insights from your communications
## Overview
Quo, formerly OpenPhone's AI automations transform how you manage business communications by intelligently handling routine tasks, providing instant insights, and ensuring 24/7 customer service. From automatically categorizing calls to having an AI agent answer when you can't, these features help you work smarter and deliver better customer experiences.
At Quo, we've tried to automate as much of your business communication as possible so that you can focus on the work that matters most.
## Why AI automation matters
### Never miss an opportunity
Your business doesn't stop when you do. AI ensures every call gets answered, every message receives a response, and every customer feels valued - even at 3 AM.
![Auto-reply keeping customers informed]()
### Scale without growing pains
Handle increased call volumes, manage more customer relationships, and maintain service quality without proportionally increasing your team size or workload.
### Turn conversations into insights
Every interaction contains valuable information. AI helps you capture, organize, and act on these insights automatically, transforming raw communication data into actionable intelligence.
![AI-generated call summary showing key insights]()
## Quo's AI features
### Sona AI agent
Your 24/7 virtual receptionist that never takes a break:
* **Answers calls professionally** when you're unavailable
* **Takes detailed messages** and forwards them to your inbox
* **Provides instant answers** to customer questions using your knowledge base
* **Handles common requests** like business hours, directions, and services
* **Seamlessly transfers** to human agents when needed
Perfect for after-hours coverage, handling overflow during busy periods, or ensuring every call gets answered professionally.
### AI call tags
Automatically organize and categorize your calls based on conversation content:
* **Smart categorization**: AI analyzes call transcripts to apply relevant tags
* **Custom tag creation**: Define tags that matter to your business
* **Instant insights**: Quickly identify calls needing follow-up, escalations, or specific actions
* **Enhanced searchability**: Find important conversations faster with automatic tagging
* **Team visibility**: Surface key calls across your organization
### Call recording, summaries, and transcripts
Stop taking notes and start having conversations. AI captures every detail automatically:
![Call recording and AI features interface]()
* **Automatic recording**: Capture every call without manual intervention
* **AI summaries**: Get concise overviews of lengthy conversations
* **Searchable transcripts**: Find specific moments in any call instantly
* **Action item extraction**: AI identifies tasks and follow-ups automatically
* **Compliance support**: Maintain records for quality assurance and training
Recording calls requires consent. Quo helps you stay compliant with automatic announcements and consent management features.
### SMS auto-replies
Keep conversations flowing even when you can't respond immediately:
* **Business hours responses**: Let customers know when you'll be available
* **Missed call follow-ups**: Automatically text callers you couldn't answer
* **Custom scenarios**: Create specific replies for different situations
* **Professional consistency**: Maintain your brand voice 24/7
Example auto-reply in action:
*"Thanks for reaching out to Acme Services! Our team is currently assisting other customers but we'll respond within 2 hours. For urgent matters, please call our emergency line at..."*
### AI contact suggestions
Maintain a clean, accurate contact database without manual data entry:
* **Automatic detection**: AI identifies contact details mentioned in conversations
* **Smart suggestions**: Recommends adding new contacts or updating existing ones
* **Duplicate prevention**: Helps maintain a single source of truth
* **Time-saving**: Eliminates tedious data entry tasks
### Snippets
Speed up responses with intelligent text templates:
![Creating and using snippets for faster responses]()
* **Instant responses**: Reply to common questions in seconds
* **Team consistency**: Everyone uses the same approved messaging
* **Dynamic templates**: Include variables for personalization
* **Easy access**: Type "/" to access your snippet library instantly
## Next steps
Ready to transform your business communications? Explore detailed guides for each AI feature:
Your 24/7 virtual receptionist
Organize calls automatically
Never leave customers waiting
Maintain perfect contact records
## FAQs
Most AI features are included in your plan. Sona AI agent is available as an add-on, AI call tags require the Scale plan, while auto-replies and contact suggestions are available on all plans. Call recording and transcripts are available on Business and Scale plans.
Yes, all AI processing follows Quo's security standards. Call transcripts and AI analysis are encrypted and stored securely. AI features only access the data necessary for their specific function, and you maintain full control over what features are enabled.
Absolutely! Each AI feature offers extensive customization. Train Sona with your specific knowledge, create custom call tags that match your workflow, write auto-replies in your brand voice, and control exactly when and how AI suggestions appear.
AI features are designed with safeguards and human oversight. Sona can escalate to humans when unsure, call tags can be manually corrected, auto-replies can be disabled instantly, and contact suggestions require approval before changes are made.
Start based on your biggest pain point: If you miss calls often, try Sona or auto-replies. If you need better organization, implement AI call tags. If data accuracy is crucial, enable contact suggestions. Most businesses see immediate value from auto-replies as a starting point.
Many businesses see immediate improvements. Auto-replies start working instantly, AI call summaries appear after your first recorded call, and Sona can begin answering calls as soon as it's activated. The full benefits compound over time as AI learns your business patterns.
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# Using actions
Source: https://support.quo.com/core-concepts/ai-automations/sona/actions
Actions allow Sona to perform actions during a call, not just respond with words. You can insert them directly into Job instructions using /.
## Overview
Actions let Sona do more than talk. During a call, Sona can complete tasks you define—like texting a link or transferring the caller to a person or inbox. This keeps work moving in one conversation and reduces follow-ups. Think of actions as buttons you place inside Sona’s job instructions so it knows exactly when to act.
Get to know Quo's AI Agent with interactive demos, videos, and more in the Quo Academy.
***
## How it works
### Send SMS
Watch this short video to learn about SMS Actions and/or continue reading below.
**What it does**
* Sends a text to the caller’s number on the live call.
* Uses the same business number that received the call.
![CleanShot 2025-10-27 at 15.35.32.png]()
**Requirements**
* Your numbers must be registered for business messaging (A2P 10DLC or toll-free).
* Learn more: [carrier registration guide](https://support.quo.com/getting-started/carrier-registration/carrier-registration).
**Caller experience**
1. Sona tells the caller it will text the link.
2. Sona sends the SMS and confirms they received it.
3. The text appears in your **Inbox** thread for that caller.
**Testing**
* Click **Test Sona** in the **Sona** step.
* Place a test call.
* After Send SMS runs, open your **Inbox**. You will see a text from your own number in that thread.
* In real customer calls, the sender shows as the **Sona** user, so you can tell Sona’s texts from teammate messages.
**Current limits**
* Send SMS can only text the **caller’s number** from the call.
***
### Transfer call
**What it does**
* Sends a caller to a **workspace member**, a **shared inbox**, or an **external number** outside your Quo (formerly OpenPhone) workspace.
When a call is transferred, Sona leaves the conversation immediately. If the recipient doesn’t answer, the call goes to their voicemail, and Sona cannot return to continue the conversation.
**What happens**
When Sona uses the **Transfer call** action during a live conversation, here’s what happens step by step:
1. **Caller confirmation** → Before transferring, Sona always confirms with the caller that they’d like to be transferred.
2. **Initiating the transfer** → Once the caller agrees, Sona begins the transfer.
* **To a workspace member** → The selected member’s phone will ring. If they don’t answer, the call goes to their voicemail.
* **To a shared inbox** → All members of that inbox are rung simultaneously. If no one answers, the call goes to voicemail—regardless of that inbox’s existing call flow.
* **To an external number** → The call follows the routing and voicemail setup of that external number.
3. **Sona drops off** → After initiating the transfer, Sona leaves the call entirely and cannot return. From that point, the conversation is in the hands of the recipient.
***
### Create Jobber request
**What it does**
* Creates a new Request in Jobber when Sona detects that a caller is asking about a new job or service.
* Sona generates the request title, service details, and next steps from the conversation. No manual data entry required.
* The request appears in Jobber in real time, before the call ends.
**What Sona fills in automatically**
Sona generates the following fields from the conversation. It never asks the caller for these directly.
* **Title**: A short summary of the work request (e.g., "Kitchen sink pipe leak repair"). Sona infers this from what the caller described.
* **Details**: A list of labeled items Sona extracts from the conversation, such as:
* Service details (what needs to be done)
* Preferred timing (when the caller wants the work)
* Location notes (access instructions, unit number, etc.)
* Next steps (what should happen after the call, always included)
The caller's phone number, timestamp, and your organization info are attached automatically by the system.
**Requirements**
* Active Jobber integration connected in **Settings > Integrations > Jobber**
* Sona enabled on the phone number receiving calls
* A job with the Create request action attached to the relevant Sona step
**Caller experience**
1. The caller describes what they need (e.g., "I need someone to look at my AC unit, it's not cooling").
2. Sona gathers relevant details through natural conversation, such as timing preferences, location, and service specifics.
3. When Sona has enough information, it creates the request in Jobber and confirms with the caller that their request has been submitted.
**Testing**
* Click **Test Sona** in your Sona step.
* Place a test call describing a service need.
* After the call, check Jobber for the new Request. Confirm the title, details, and next steps match what was discussed.
***
## Example job instruction using Create request
Below is an example of how to include the Create Jobber Request action in a custom Sona job. You can adapt this to your business.
```text theme={null}
You are a receptionist for a home services company. Your goal is to help
callers who need service.
1. Greet the caller and ask how you can help.
2. If the caller is asking about a new job or service:
- Ask what service they need and where the property is located.
- Ask if they have a preferred date or time window.
- Ask about any access instructions or details the technician should know.
- Once you have enough information, /Create Request.
- Confirm with the caller that their request has been submitted and
that someone from the team will follow up.
3. If the caller is asking about an existing job, take a message and let
them know someone will get back to them.
4. If the caller is not requesting service (e.g., a vendor, wrong number),
handle politely and do not create a request.
```
**What to notice in this example:**
* The action is placed at the point in the conversation where Sona has gathered enough context to generate a useful request.
* Sona determines the title and details from the conversation. You don't need to specify field mappings.
* The instruction explicitly tells Sona when *not* to create a request, which prevents false positives.
***
## Build actions into a job
![CleanShot 2025-10-27 at 15.37.35.png]()
1. Go to **Sona** → **Jobs** → **Create new job**.
2. Write your instructions in plain language.
3. Type **/** to insert an action and choose **Send SMS** or **Transfer call**.
4. Configure the action:
* **Send SMS** → enter the SMS content (for example, your booking link).
* **Transfer call** → choose a member, a shared inbox, or an external number.
5. Click **Save**. Place the job in your call flow.
6. Click **Test Sona** to try it end-to-end.
**Example instruction**
* “Let the caller know you’ll text the scheduling link now, then /Send SMS: [https://example.com/book](https://example.com/book). Confirm they received it.”
***
## Key benefits at a glance
* Book faster by texting a scheduling link mid-call.
* Reduce back-and-forth with one clear message the caller can open later.
* Keep a record in your **Inbox** for every SMS Sona sends.
* Route complex calls with quick, confirmed transfers.
## Frequently asked questions
Any workspace with phone numbers registered for business messaging (A2P 10DLC or toll-free). Unregistered numbers cannot send SMS via Sona. See the carrier registration guide.
No. Send SMS only sends to the phone number of the caller on the live call.
The text is sent from the same business number that received the call. You cannot set a different sending number.
In your Inbox conversation with that caller. In tests, you will see a text from your own number. In real calls, messages show as coming from the Sona user.
Yes. Add Send SMS first to share a link, then transfer the caller. Once transferred, Sona leaves the call and cannot return.
Yes, if the toll-free number is registered for business messaging. Registration is required before Send SMS will work.
# Sona conversation history
Source: https://support.quo.com/core-concepts/ai-automations/sona/conversation-history
Learn how Sona uses previous conversations to make follow-up calls feel natural and connected.
## Overview
Sona conversation history helps your AI agent understand what’s already happened with a caller. When it’s turned on, Sona can reference recent calls, messages, and voicemails so conversations don’t start from scratch each time.
Once enabled, Conversation history works automatically in the background.
***
## What Sona conversation history does
With conversation history enabled, Sona can:
* Reference past conversations naturally
* Answer questions like “What did we talk about last time?”
* Pick up on unfinished requests from recent calls
* Avoid asking for information the caller already shared
This makes repeat calls smoother and saves time for both callers and your team.
***
## How to enable conversation history
To turn on conversation history:
1. Open your **call flow** in the call flow builder
2. Select the **Sona step**
3. Turn on the **Conversation history** toggle
4. Publish your call flow
That’s it! Sona will start using recent conversation history right away.
You don’t need to add special instructions to your [Sona jobs ](https://support.quo.com/core-concepts/ai-automations/sona/sona-job-guide)to use conversation history. When **Conversation history** is enabled, Sona automatically considers past conversations.
If you'd like Sona to prioritize certain follow-ups, you can add specific references to your job instructions like, "*If the caller previously requested a quote, ask if they have questions about it*."
***
## How it works
When a call comes in, Sona looks at recent conversations between the caller and the inbox answering the call. This includes:
* Calls
* Messages
* Voicemails
Sona looks back **21 days** from the time of the call, up to **30 recent activities**. This information is used only to guide the current conversation.
No extra setup is needed.
***
## Key behaviors
| Situation | What Sona does |
| ------------------- | ----------------------------------------------------------------------------- |
| Past conversations | References earlier interactions when helpful, without calling attention to it |
| Caller questions | Answers questions about past conversations using real history |
| Unfinished requests | Notices when something was left unresolved and follows up |
***
## Important details
* **Per-inbox history**\
Conversation history is tied to the inbox handling the call. If a caller contacts different phone numbers in your workspace, each inbox keeps its own history.
* **Rolling time window**\
Sona always looks back 21 days from the current call. Turning this on gives Sona access to any conversations from that time period.
* **Privacy-safe**\
Only information shared with callers is included. Internal notes, comments, reactions, and labels are never used.
* **Always keeps going**\
If conversation history isn’t available for any reason, Sona continues the call as usual.
***
## Using conversation history with Sona jobs
Conversation history works alongside your jobs to help Sona handle calls more smoothly.
When both are in place:
* Sona understands what the caller has already discussed
* Jobs can build naturally on earlier conversations
* Follow-up calls feel connected instead of repetitive
### Example scenarios
| Job | How conversation history helps |
| ------------------ | ------------------------------------------------------------ |
| Lead qualification | Skips questions the caller already answered |
| Scheduling | References the service discussed on a previous call |
| Message taking | Recognizes the call as a follow-up |
| Escalation | Gives your team helpful background from recent conversations |
***
## FAQs
No. Sona looks back 21 days from the time of the call, up to 30 recent activities. Older conversations aren’t used.
Conversation history applies only to the inbox answering the call. Each inbox keeps its own conversation history.
Calls will continue normally. Sona won't blocks or interrupt your call handling.
***
## Related articles
* [Sona job configuration](https://support.quo.com/core-concepts/ai-automations/sona/jobs-configuration)
* [Sona job guide](https://support.quo.com/core-concepts/ai-automations/sona/sona-job-guide)
***
## Need support?
Submit a request at [**support.quo.com**](https://support.quo.com/help/submit-a-request) with specific call details and a screenshot of your connection metrics panel so we can help you faster.
# Sona job configuration
Source: https://support.quo.com/core-concepts/ai-automations/sona/jobs-configuration
Create and manage jobs that tell Sona what to do in specific situations with different callers
## Overview
In addition to Knowledge, Sona’s effectiveness also depends on the jobs you define. Clear, well-structured jobs enable Sona to handle caller requests consistently, follow step-by-step instructions, and create natural, professional conversations.
**Jobs** go beyond just answering questions, they let you configure what Sona should say, do, or ask in specific scenarios. This guide covers everything from creating jobs to best practices for writing instructions, using actions, and troubleshooting job behavior.
***
## What are Jobs?
Jobs are reusable, step-by-step instructions that guide how Sona should respond to callers in specific scenarios.
They are different from **Knowledge**:
* **Knowledge** provides business facts (e.g. hours, pricing, policies).
* **Jobs** define instructions to help achieve a goal (e.g. taking a message, qualifying a lead, escalating a request, troubleshooting).
Together, Knowledge and Jobs form the foundation of Sona’s behavior.
Think of Knowledge as Sona’s reference library, and Jobs as Sona’s playbook.
Get to know Quo's AI Agent with interactive demos, videos, and more in the Quo Academy.
***
## How Sona jobs work
### Job architecture
**Job structure:**
* **Job library**: Your entire collection of jobs, available to all Sona steps across the workspace
* **Jobs**: Step-by-step instruction that guide how Sona should respond to callers in specific scenarios
**Job limits and fields:**
* You can attach up to **10 jobs per Sona step**
* You can create **unlimited jobs** in your workspace
* Each job contains:
* **Name** (100 characters)
* **Description** (*optional*, 500 characters)
* **Instructions** (step-by-step guidance *and* caller intent, up to 10,000 characters)
**Job workflow:**
1. **Create jobs** – Define instructions for how Sona should respond to specific caller requests
2. **Attach to Sona steps** – Select which jobs each Sona step can use
3. **Publish call flow** – Make job attachments live for customer calls
### Job sharing and reuse
Jobs are available workspace-wide:
* Create a job once and reuse it across multiple Sona steps
* Different Sona steps can use different combinations of jobs
* Jobs are immediately available to all workspace inboxes once created or updated
**Testing and publishing:**
* Test jobs with mock calls before publishing call flows
* Job edits apply immediately to all Sona steps using that job
* Publishing the call flow is required for attachment changes
***
## Creating jobs
### Adding new jobs
**From Sona step settings:**
1. **Navigate to Settings → Phone Numbers → Call Flow**
2. **Edit call flow** and locate your Sona step
3. **Find Jobs section** in Sona step settings
4. **Click “Add job”** to create a new job
5. Choose to start **from scratch** or **from a template**.
6. **Enter job details** – name, optional description, caller intent, and instructions
7. **Optimize instructions:** In the job editor, click **Optimize** to rewrite your instructions for better performance. If you prefer the original, click **Undo** next to **Optimize**.
8. **Save job** for immediate availability across your workspace
Templates are available in the product as quick starting points. You can use them as-is or customize, or create jobs from scratch.
***
## Using existing jobs
### Attaching jobs to Sona steps
**Job selection process:**
1. **Access Sona step settings** in call flow builder
2. **Click “Add job”** in the Jobs section
3. **View all available jobs** in your workspace
4. **Toggle on desired jobs** for this Sona step (up to 10)
5. **Test configuration** before publishing
### Editing existing jobs
**Job updates:**
* **Immediate effect**: Changes to intstructions apply instantly to all Sona steps using that job
* **Global impact**: Updates are reflected for all Sona steps where the job is attached
**Best practices for updates:**
* Test changes with mock calls before publishing
* Open any job and click **Optimize** to update the Instructions with an improved version. Use **Undo** to revert immediately if needed.
* Coordinate job updates with your team to avoid conflicts
* Monitor call summaries after edits to confirm desired outcomes
***
## How Sona interprets job instructions
**Sona uses jobs as guidance, not as scripts to read from.**
When Sona receives a call, it reads the attached jobs, interprets the intent of your instructions and applies judgment about how to proceed based on the live conversation.
**This means:**
* **Sona will generally follow the steps you've outlined**, but may adapt phrasing slightly based on what the caller says
* **If a caller takes the conversation in an unexpected direction**, Sona will try to navigate the job instructions in context rather than forcing a rigid sequence
* **Call-to-call variation is expected**. You'll guide tone and content, but Sona generates natural language responses rather than reading a script verbatim.
This is different from an IVR or script-based system where callers follow a fixed path.
***
### Writing instructions for more predictable results
More explicit and specific instructions produce more consistent behavior. Here are practices that help:
* **Name the goal up front.** Open the instructions with a clear statement of what the job is for.(Example: "This job collects the caller's name, company, and the reason for their call before routing to the sales team.").
* **Sequence explicitly.** If order matters, number the steps. Sona is more likely to follow a numbered sequence than a list of unordered prompts.
* **Specify what to do when callers go off-script.** If a caller declines to answer a required question, tell Sona what to do next — skip the step, ask once more, or route to voicemail.
* **Avoid ambiguity.** "Ask the caller a few questions" is harder for Sona to act on consistently than "Ask the caller: 1) their name, 2) their company, 3) the reason for their call."
* **Use the Optimize button.** The Optimize feature rewrites your instructions in a format Sona handles well. If you've written instructions yourself, Optimize is a good first pass for improvement.
# Knowledge management
Source: https://support.quo.com/core-concepts/ai-automations/sona/knowledge
Create and manage Sona's knowledge base to provide accurate, helpful responses to customer questions
## Overview
Sona's effectiveness depends on the quality of knowledge you provide. A well-structured knowledge base enables Sona to answer customer questions accurately. This guide covers everything from creating knowledge pages to organizing content for optimal AI performance.
Knowledge pages have a 20,000 character limit and support multiple file formats for easy content creation.
***
## How Sona knowledge works
### Knowledge architecture
**Knowledge base structure:**
* **Knowledge base**: Your entire collection of knowledge pages
* **Knowledge pages**: Individual documents covering specific topics that you can attach to Sona steps in the call flow builder
**Knowledge workflow:**
1. **Create knowledge pages** - Add content and publish for immediate availability
2. **Attach to Sona steps** - Select which knowledge pages each Sona step can access
3. **Publish call flow** - Make knowledge attachments live for customer calls
Get to know Quo's AI Agent with interactive demos, videos, and more in the Quo Academy.
### Knowledge sharing and reuse
**The knowledge base is available workspace-wide:**
* Create knowledge once and use across multiple Sona steps
* Different Sona steps can use different knowledge pages
* Knowledge pages are immediately available to all Sona steps in a workspace once created or updated
**Testing and publishing:**
* Test knowledge changes before publishing call flows
* Knowledge page edits apply immediately to all using Sona steps
* Call flow publishing required for attachment changes
***
## Creating knowledge pages
### Adding new knowledge
**From Sona step settings:**
1. **Navigate to Settings** → **Phone Numbers** → **Call Flow**
2. **Edit call flow** and locate your Sona step
3. **Find Knowledge section** in Sona step settings
4. **Click "Add knowledge"** to create new page
5. **Type or paste content** from your documents
6. **Save knowledge page** for immediate availability
![Creating knowledge pages in Sona settings]()
### Content import options
**Website ingestion:**
* Provide website URLs for content extraction
* Sona automatically processes web content
* Creates knowledge pages from existing web materials
**Document upload:**
* **Supported formats**: JSON, PDF, CSV, Markdown, plain text
* **File size limit**: 10MB per upload
* **Batch processing**: Upload multiple documents simultaneously
![Knowledge upload interface showing supported formats]()
#### Vocabulary (custom keywords)
Use **Vocabulary** to help Sona recognize words that are unique to your business so it transcribes them correctly and uses the right Knowledge.
**Where to find it**
* In the Sona step, open **Knowledge** and select **Vocabulary**.
**How it works**
* Type a word and press **Enter** to add it. Use commas to add multiple at once.
* Maximum **25 keywords** per workspace.
* Keywords are **shared across the entire workspace** and applied automatically on all calls.
* To remove a word, click the **x** on its chip.
**What to add**
* Brand and product names, acronyms, industry terms, and names with unusual spelling.
**Notes**
* Sona already uses your workspace company name, member names, and contact names as built-in hints. Vocabulary lets you add more domain terms that matter to your calls.
***
## Using existing knowledge
### Attaching knowledge to Sona steps
**Knowledge selection process:**
1. **Access Sona step settings** in call flow builder
2. **Click "Add knowledge"** in Knowledge section
3. **View all available knowledge pages** in workspace
4. **Toggle on desired pages** for this Sona step
5. **Test configuration** before publishing
**Knowledge management:**
* **Immediate testing**: Test Sona responses with selected knowledge
* **Selective access**: Choose specific knowledge for each Sona step
* **Change tracking**: Modifications require call flow publishing
### Editing existing knowledge
**Knowledge page updates:**
* **Immediate effect**: Changes apply to all Sona steps using the page
* **Global impact**: All phone numbers using the knowledge see updates
* **Version control**: Updated content replaces previous versions
**Best practices for updates:**
* Test changes with mock calls before publishing
* Coordinate knowledge updates with team members
* Monitor call quality after knowledge changes
***
## Knowledge organization best practices
### Page structure strategies
**One topic per page:**
* Keep each knowledge page focused on single topic
* Helps Sona find relevant information quickly
* Avoids confusion from mixed topics
**Group related information:**
* Combine topics customers ask about together (shipping and returns)
* Provide complete context for related questions
* Maintain logical information relationships
**Clear page titles:**
* Use descriptive titles based on content ("Business Hours", "Return Policy")
* Include "How to" for process-oriented pages
* Avoid generic or vague titles
**Avoid content duplication:**
* Maintain single definitive version of information
* Reference rather than repeat content
* Prevents conflicting information issues
### Essential knowledge categories
**Business fundamentals:**
* **Company information**: Business name, description, contact details
* **Team information**: Staff names, roles, responsibilities
* **Business hours**: Operating times, holiday schedules
* **Location details**: Address, directions, parking information
**Products and services:**
* **Service descriptions**: Clear explanations of offerings
* **Pricing information**: Current rates, payment options
* **Product specifications**: Features, benefits, use cases
* **Availability**: Stock status, lead times, restrictions
**Customer policies:**
* **Return policies**: Timeframes, conditions, processes
* **Shipping information**: Methods, costs, timelines
* **Refund procedures**: Eligibility, processing times
* **Terms of service**: Important policies and agreements
**Support and guidance:**
* **How-to guides**: Step-by-step instructions
* **FAQ content**: Common questions and answers
* **Troubleshooting**: Problem resolution steps
* **Contact escalation**: When and how to reach humans
***
## Content formatting best practices
### Effective page structure
**Start with key information:**
* Begin pages with most important details
* Provide quick answers for straightforward questions
* Include summary information at the top
**Use clear headings:**
* Break content into descriptive sections
* Help Sona navigate directly to relevant information
* Create scannable content structure
**Format for AI consumption:**
* **Use bullet points** for facts, features, or lists
* **Use numbered lists** for sequential steps
* **Keep paragraphs short** (2-4 sentences maximum)
* **Structure as FAQ** when appropriate ("Q: How do I...?" "A: ...")
### Writing guidelines
**Clear, simple language:**
* Avoid technical jargon unless necessary
* Use complete, self-contained explanations
* Write at accessible reading level
* Test readability with tools like Hemingway Editor
**Complete information:**
* Include all necessary context in explanations
* Write "Premium Package available in blue and green" not "Available in two colors"
* Provide specific details rather than vague references
**Avoid problematic content:**
* **No URLs or clickable links** - describe locations in plain text
* **No complex conditional logic** - keep instructions simple
* **No action instructions** - Sona cannot transfer calls or send texts
### Example knowledge page structure
**Sample format:**
```
# Business Name - Return Policy
Our return policy ensures customer satisfaction while maintaining fair business practices.
## Return Windows:
- Standard products: 30 days from delivery
- Custom solutions: 14 days from delivery
- Digital products: 7 days if unused
## How to Return Items:
1. Log into your account
2. Navigate to Order History
3. Select the order to return
4. Click Request Return
5. Receive authorization and shipping label
## Refund Information:
- Full refund for items in original condition
- 15% restocking fee for opened software
- Shipping costs non-refundable
- Processing time: 5-7 business days
## Frequently Asked Questions:
Q: Can I exchange instead of returning?
A: Yes, request exchange during return process. Same timeframes apply.
Q: What if item arrived damaged?
A: Contact support within 48 hours with order number and photos.
```
***
## Advanced knowledge strategies
### Iterative improvement
**Using call analytics:**
* **Review call summaries** to identify unanswered questions
* **Monitor call tags** for recurring customer issues
* **Track conversation patterns** for knowledge gaps
* **Update knowledge based** on real customer interactions
**Performance optimization:**
* **Test knowledge effectiveness** with mock calls
* **Refine content based** on Sona response quality
* **Add new knowledge pages** for emerging topics
* **Remove outdated information** regularly
### Message collection enhancement
**Custom information gathering:** Configure Sona to collect specific details in the "Take a message" job:
**Industry examples:**
* **Landscaping**: Property size, service needed, urgency level
* **Bakery**: Party size, dietary restrictions, event details
* **Auto repair**: Vehicle details, symptoms, service history
**Follow-up question logic:** Train Sona to ask relevant follow-ups based on customer inquiries:
> "If caller asks about services, answer and then ask 'What specific services interest you most?'"
Regular knowledge base maintenance and optimization significantly improve Sona's performance and customer satisfaction.
***
## Troubleshooting knowledge issues
Check that knowledge pages are properly attached to your Sona step and that the call flow has been published. Verify content formatting follows best practices.
Ensure content is under 20,000 character limit and doesn't contain problematic formatting. Try saving smaller sections separately if needed.
Review knowledge pages for duplicate or contradictory content. Maintain single authoritative source for each piece of information.
Verify you have proper permissions and that knowledge pages exist in your workspace. Ensure you're editing the correct Sona step in call flow builder.
Knowledge page edits apply immediately, but attachment changes require call flow publishing. Ensure call flow is published after modifying knowledge attachments.
# Sona setup and configuration
Source: https://support.quo.com/core-concepts/ai-automations/sona/overview
Complete guide to setting up Sona AI agent, from accessing the dashboard to configuring call flows and greetings
## Overview
Setting up Sona involves incorporating it into your call flows, configuring greetings, adding knowledge for answering customer questions, and defining the jobs it should perform during calls. This guide walks you through each step so you can deploy Sona quickly and start having it handle customer calls with confidence.
Sona configuration requires either Workspace-level Owner or Admin permissions, or Inbox-level Owner or Admin permissions. and is available on web and desktop apps only.
***
## Accessing Sona
### Getting to the Sona dashboard
1. **Open Quo** on web or desktop
2. Click **Sona** in the left sidebar navigation
3. **View available inboxes** that you have admin or owner access to
4. Click **Set up** on an inbox to open the call flow builder and continue configuring Sona
![Accessing Sona from Quo sidebar]()
## Adding Sona to call flows
**Adding Sona steps**
1. **Access call flow builder** canvas
2. **Find Sona step** in available steps list
3. **Drag Sona step** into your call flow
![Configuring Sona greeting in settings panel]( "Clean Shot2025 09 07at18 18 43@2x")
Practice using call flows with interactive demos, videos, and more in the Quo Academy.
**Common Sona placements:**
* **After Ring users step**: Handle missed calls automatically
* **After phone menu step**: Provide specific department assistance
* **After business hours step**: Offer after-hours support and message taking
* **After incoming call:** Have Sona support every caller
**Multiple Sona configurations:**
* Add multiple Sona steps in different call flow positions
* Configure each step with unique greetings and knowledge
* Customize jobs for different scenarios
***
## Configuring Sona greetings
**Greeting configuration:**
1. Select **Sona step** in call flow builder
2. Locate **Greeting section** in settings panel
3. **Customize greeting text** to reflect your brand voice
4. **Include required elements** for compliance and clarity
![Clean Shot2025 09 07at18 06 36@2x]( "Clean Shot2025 09 07at18 06 36@2x")
**Essential elements:**
* **Business identification**: Include your business name
* **AI disclosure**: Clearly identify Sona as AI assistant or virtual assistant
* **Recording notice**: Mention that calls are being recorded for compliance
* **Helpful tone**: Maintain friendly, professional voice
**Example greeting:**
> *"Hi there, this is Sona, a virtual assistant for Acme Services. I'm here to help answer your questions or take a message. Please note this call is being recorded. How can I assist you today?"*
**Pro tips:**
* Keep greetings concise but informative
* Test greetings with mock calls before publishing
* Update greetings seasonally or for special circumstances
***
## Choosing Sona’s tone and voice
Sona can match the way your business sounds on the phone. You control this from the **Personality** button in the Sona step.
### **How to set Sona's tone**
1. In the call flow builder, select the Sona step.
2. Click **Personality**.
3. Under **Tone**, choose one of the available options.
4. Publish your changes.
![CleanShot 2025-10-30 at 15.12.13@2x.png]()
**Tone options:**
* **Formal**: Professional and structured. Sona speaks like an executive assistant at a high-end firm: clear, polished, no slang or contractions.
* **Neutral**: Polite and businesslike. Sona focuses on solving the caller’s request clearly and efficiently, with a calm, helpful tone.
* **Casual**: Warm and conversational. Sona sounds friendly and human, uses everyday language and contractions, and builds quick rapport with callers.
**Notes:**
* Tone affects how Sona speaks, not what it can do. Your greeting, knowledge, and jobs still define behavior.
### **How to set Sona's voice**
1. In the call flow builder, select the Sona step.
2. Click **Personality**
3. Under **Voice**, choose one of the available options
4. Publish your changes
![Choose Sona Voice Feb2026]( "Choose Sona Voice Feb2026 1")
![Choose Sona Voice Feb2026]( "Choose Sona Voice Feb2026 1")
**Voice options:**
Choose from 4 distinct voices with their own natural-sounding timbre.
* Use the **Play arrow** next to each voice to hear a sample.
***
## Setting Sona’s language Beta
Sona speaks English by default, but you can also configure it to speak **Spanish or French.** Language is set per Sona step from the **Personality** button in the call flow builder.
**How to set the language:**
1. In the call flow builder, select the **Sona step**
2. Click **Personality**
3. Under **Language** choose: **English**, **Spanish**, or **French**
4. Publish your changes.
Once a language is selected, **Sona will only speak that language for the entire call**. Sona can't switch languages mid-conversation or automatically detect the caller’s language.
### Match your greeting to the selected language
When changing Sona’s language to Spanish or French, you must also rewrite the greeting in that same language.
Sona reads the greeting exactly as written. If the greeting remains in English but the language is set to Spanish, Sona will say the greeting in English and then continue the rest of the conversation in Spanish. To avoid a confusing experience for callers, always update the greeting text before publishing.
### Serving callers in multiple languages
Each Sona step can only operate in one language at a time.
Since each Sona step is locked to a single language, the recommended approach for businesses that serve callers in multiple languages is:
1. Add a **Phone menu** step at the beginning of your call flow asking callers to select their preferred language.
> *For example: "Press 1 for English, oprima 2 para español, appuyez sur 3 pour le français"*
2. Route each option to a **separate Sona step**, configured with the appropriate language and a matching greeting.
This gives each caller a fully native-language experience from the first greeting message through the rest of the conversation.
***
## Configuring Sona jobs
Jobs tell Sona what to do in specific situations during a call. While knowledge equips Sona with facts about your business, jobs give it step-by-step instructions—like collecting caller details, qualifying a lead, or escalating an issue. Together, they shape how Sona handles real conversations.
**To create a Sona job, you'll need to write detailed intsructions that include:**
* What the caller says or asks that should activate the job.
* What Sona should say or do in response.
You can [create your own jobs from scratch](https://support.quo.com/core-concepts/ai-automations/sona/jobs-configuration) or start with templates designed for common scenarios. For example:
* **Message taking** → When a caller wants to leave a message, Sona confirms the request, gathers their details, and reassures them someone will follow up.
* **Lead qualification** → When a new customer shows interest, Sona collects key details (like name, contact info, and service needs) so your team can follow up effectively.
Jobs are reusable across your workspace, and you can attach up to 10 to any Sona step in your call flow. Once published, they allow Sona to recognize caller intent and follow clear, consistent instructions—making conversations feel natural while ensuring your team gets the information they need.
Visit our [Sona job guide](https://support.quo.com/core-concepts/ai-automations/sona/sona-job-guide) to learn how to customize Sona's actions step-by-step.
***
## Testing and deployment
**Mock call testing:**
1. **Configure Sona step** with greeting, knowledge, and jobs
2. Click **Test Sona** in call flow builder
3. **Conduct mock calls** to verify behavior
4. **Refine configuration** based on test results
### Publishing Sona
**Going live:**
1. **Complete configuration** of all Sona elements and be sure to add Knowlede about your business.
2. **Publish call flow** to activate Sona. This is the button at the top of the screen, changes won't go live until you press it.
3. **Monitor initial calls** for quality and issues, every Sona call is recorded and transcribed for your reference.
4. **Iterate and improve** based on real-world performance. If you notice Sona isn't answering how you'd like, add more info to your knowledge or update your job configuration.
***
## FAQs
Verify you have Workspace-level Owner or Admin permissions, or Inbox-level Owner or Admin permissions. Sona configuration requires administrative access to call flow builder.
Yes! You can choose from 4 different voice options by:
1. Opening your call flow, then select the **Sona step**
2. Click **Personality**
3. Under **Voice**, choose one of the available options
* Click the **Play button** next to each option to hear a sample
4. Publish your changes
Sona always creates call summaries in English, even when it's configured to respond to callers in another available language.
# Sona job guide
Source: https://support.quo.com/core-concepts/ai-automations/sona/sona-job-guide
Use Sona jobs to define custom actions and workflows for your AI voice agent.
***
# Customize the actions Sona takes on calls with this step-by-step guide
Want your AI voice agent to dynamically respond to different types of calls?
With Sona jobs, you can provide custom instructions to Sona based on specific conversation scenarios. For example, if a caller is interested in getting a quote for a service, Sona can run a lead qualification job. Or if a customer wants to speak to a team manager, Sona can run an escalation job.
In this article, we’ll share when you should use jobs and we’ll give you a few best practices for setting them up. We’ll also share example job templates you can use for your own Sona configuration.
***
## Sona knowledge vs jobs: what’s the difference?
**Knowledge** refers to general business information Sona can use to answer questions. You can share your pricing, business hours, certifications, or shipping and refund policies in Sona’s knowledge base. Sona uses this information to provide accurate, on-brand responses to your clients.
**Jobs** refer to specific tasks Sona can take based on your custom instructions. Think of a job as a workflow Sona runs based on what a caller says in the conversation. Examples of jobs include qualifying leads, taking messages, scheduling appointments, or sending customer intake forms.
Here’s a comparison table to help you quickly differentiate between knowledge and jobs:
| Knowledge | Jobs |
| -------------------------------------------------------------------- | ----------------------------------------------------------- |
| General information Sona can provide | Specific tasks Sona completes |
| Multiple input methods – upload documents, website URL, manual pages | Single input method – manual creation |
| Avoid custom conversation scripts | Provide custom conversation scripts you want Sona to follow |
One quick way to differentiate between knowledge and jobs is **general vs. specific**. If there’s a general piece of information that Sona should know about your business, add it in a knowledge page. If there’s a specific action or task you want Sona to perform on your calls, add it as a job.
Looking for more information on formatting your Sona knowledge pages? [Check out this knowledge management deep dive](https://support.quo.com/core-concepts/ai-automations/sona/knowledge).
## What makes up a Sona job?
![]()
Here’s what you need to include in each job you create:
1. **Name and emoji (up to 100 characters):** Give your job a descriptive name and emoji. This will help you identify the job and distinguish it from all the jobs in your workspace.
2. **Description (optional, up to 500 characters):** Let your team know what the goal of each job is in this section.
3. **Instructions (up to 10,000 characters):** Tell Sona what to do with step-by-step guidance.
* **Describe when Sona should run the job.** Share context on caller intent, like what a customer may be looking for or asking Sona about. Provide specific keywords and conversational phrases if you can.
> **Here’s an example for a plumbing customer intake job:**
>
> The caller is seeking plumbing services — such as mentioning they need a plumber, have water leaks, drainage problems, water heater issues, pipe problems, or are looking for assistance with any plumbing matter. Look out for “installation” and “install” requests as well.
* **Provide custom scripts** that you want Sona to follow word for word.
* **Share conditional conversation flows** with “if…then” statements. For example, let’s say Sona asks a caller about the urgency of a request. You can tell Sona: “*If they say their request is urgent, then offer to transfer their call to your team*.”
* **Add actions** to your instructions where relevant. You can instruct Sona to **Transfer call** or **Send SMS** depending on the job.
***
## Best practices for Sona jobs
Here are a few tips to successfully set up your jobs:
* **Use clear, specific instructions with concrete examples.** For instance, for a lead qualification job, let Sona know to look out for potential new customers who ask about your services, pricing, or typical implementation timeline.
* **Structure instructions as sequential steps, not dense paragraphs.** Organize your instructions in a numbered list to make it easier for Sona to guide conversations effectively.
* **Include explicit conversation phrases and transitions.** Take control over what Sona says with specific phrases to guide each section of a conversation.
> **For example, here’s a transition phrase for your lead qualification job to set expectations with callers:**
>
> “Thank you for calling. I'd be happy to schedule an appointment for you, I'll need to collect some basic information so that we can connect you with the right person on our team.”
* **Set up a custom voicemail greeting.** If Sona transfers a call to a Quo number or user and they don’t pick up, the call automatically goes to voicemail. Make sure you have a [custom voicemail greeting](https://www.quo.com/blog/professional-voicemail-greeting-examples/) that provides actionable next steps to customers.
* **Collect verbal consent to text callers.** Want to add a **Send SMS** action to a Sona job? Instruct Sona to confirm they wish to receive texts from your business. The caller has to provide verbal consent by saying yes on the call.
> **Here’s an example script to collect verbal consent:**
>
> “Would you like us to text directions to Acme? Just say YES if that works for you.”
* **Provide opt out language** in the **Send SMS** action. Let customers know that they can always unsubscribe from receiving text messages from your business. Add SMS opt out language to your **Send SMS** actions. This is a requirement when you text any US number.
* **Avoid using link shorteners.** For any jobs where Sona sends a text, don’t use public link shortener services like bit.ly or tinyurl. The recipient’s carrier may filter out the message as scammers often use these types of links.
## Sona job example templates
***
### Lead qualification job
This job helps Sona qualify potential customers by gathering structured information about their needs, budget, authority, and timeline. Use this job when you want to identify strong leads and prepare them for a productive handoff to your team.
| Sona Field | Value |
| ---------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Name** | SaaS lead qualification |
| **Description** | Qualify inbound leads by assessing their business needs, budget, decision-making authority, and timeline to determine if they’re a good fit for our software solution. |
| **Caller intent for instructions** | The caller is inquiring about the software, requesting a demo, asking about pricing, wanting to learn more about features, or expressing interest in how the solution can help their business. |
| **Set up** | The section below this table contains the script and workflow you can customize and paste into the Instructions field in Sona. |
Respond with the following script:
Thanks for your interest in \[Company Name]! I’d be happy to help you explore whether our solution would be a good fit for your needs. Let me ask you a few questions to better understand your requirements. This will help our team have a more productive consultation with you.
1. **Building rapport & gathering contact information**\
First, may I have your name, please? *\[after they provide name]*\
Great to meet you, \[Name]. And what company are you with? *\[after company name]*\
What’s your role at \[Company]? *\[after role]*\
Perfect. Could you share your business email address? I’d like to send you relevant information based on our conversation today. *\[after email]*\
And what’s the best phone number to reach you at for any follow-up?\
Just out of curiosity, how did you hear about \[Company Name]? *\[acknowledge referral if applicable]*
2. **Understanding business context & pain points**\
Now, \[Name], could you tell me a bit about your business? What does \[Company] do?\
What’s driving your interest in looking for a solution like ours right now?\
Are you currently using any software or tools to handle \[relevant process]?
* *If yes:* How’s that working for you? What would you like to see improved?
* *If no:* How are you managing this process today?\
What are the main challenges you’re facing with your current approach?\
If you could wave a magic wand and fix one thing about this, what would it be?
3. **Qualifying questions by key criteria**
**Company size & scale**\
To ensure our solution scales appropriately:
* How many employees does your company have?
* How many potential users would you have?
* For relevant metrics:
* How many \[customers/transactions/projects/users] do you handle per period?
* What does your current volume or growth rate look like?
* Do you have multiple locations or teams?
**Budget & purchasing process**\
Understanding your budget helps us connect you with the right resources:
* Have you allocated a budget for a solution like this?
* *If yes:* What range are you considering?
* *If no:* When might the budget be available?
* *If unsure:* Who typically handles budget decisions?
* How does your company evaluate and purchase software?
* Do you require security certifications, compliance checks, or specific integrations?
**Decision-making process**
* Besides yourself, who else is involved in evaluating a solution like this?
* Are there any must-have criteria?
* Have you started looking at other solutions?
* *If yes:* Which ones? What matters most in comparing them?
**Timeline & urgency**
* What’s your ideal timeline for implementation?
* Is anything driving that timeline (e.g., contract ending, busy season)?
* How soon do you need to make a decision?
* What happens if you don’t?
4. **Next steps**
Thank you for sharing all this information with us. Here’s what I recommend next:
* Our team will review everything you shared
* A specialist will reach out within one business day to schedule your demo
* They’ll walk through how the solution addresses your challenges
* You can ask any detailed questions then
Does that sound good?
*If lead is early-stage:*
* We can send resources on your challenges
* Follow up closer to your decision timeline
* You’ll get access to our resource library
5. **Warm conclusion**
\[Name], thank you for taking the time to share everything with me. I’ve documented your:
* Main challenges
* Timeline
* Key requirements
You can expect to hear from us within \[timeframe]. I’ll also send you some helpful resources.
Do you have any other questions before we wrap up?
Thanks again for considering \[Company Name]. We’re excited about the possibility of helping your team with \[main objective].
***
### Escalation job
This job helps Sona route callers to a human when they need personal support, express frustration, or request a manager. Use this job when you want Sona to hand off complex or sensitive situations to your team.
| Sona Field | Value |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Name** | Escalation |
| **Description** | Transfer callers to a human team member when they explicitly request to speak with someone, when their issue is beyond Sona’s capabilities, or when the situation requires human judgment and empathy. |
| **Caller intent for instructions** | The caller requests to speak with a person, expresses frustration, or has a complex request requiring human judgment. |
| **Set up** | The section below this table contains the script and workflow you can customize and paste into the Instructions field in Sona. |
When a caller triggers an escalation:
1. **Acknowledge the request**\
I completely understand. Let me connect you with someone from our team who can help you directly.\
\[\_If caller is frustrated] \_acknowledge their frustration first.\
\[\_If caller has a complex request] \_“This is a situation where one of our team members would be better equipped to help you.”
2. **Gather essential context**\
Before I transfer you, may I have:
* Your name
* A brief description of what you need
* Your callback number in case we get disconnected
*This will help our team assist you more quickly.*
3. **Check if they need anything else**\
Before transferring, ask if there’s anything else you can help with. If they say no, transfer the call.
4. **Document & transfer**\
\[Log the reason for escalation and any relevant context.]\
Transfer the call to **\[ENTER TRANSFER DESTINATION]**.
***
### Take a message job
This job helps Sona capture messages when callers want to leave information, ask questions Sona can’t answer, or make requests outside appointments or transfers.
| Sona Field | Value |
| ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Name** | Take a message |
| **Description** | Collect messages from callers when they want to leave information, ask questions Sona can't answer, or make requests outside of scheduling or transfers. |
| **Caller intent for instructions** | The caller asks to leave a message or asks something Sona can't answer. |
| **Set up** | The section below this table contains the script and workflow you can customize and paste into the Instructions field in Sona. |
When a caller triggers taking a message:
1. **Acknowledge & offer help**\
I'd be happy to take a message for our team. They'll get back to you as soon as possible.
2. **Collect caller information**
May I have your first and last name, please? \[Wait for response]
And what's the best phone number to reach you at? \[Wait for response]
3. **Capture the message**\
What would you like me to pass along to the team? \[Listen carefully and let them fully explain]
\[If unclear] Just to make sure I have this right, you're \[briefly summarize their request/question]. Is that correct?
Is there anything else you'd like me to include in the message?
4. **Set expectations**\
Perfect. I've documented your message. Our team typically responds within \[timeframe - e.g., one business day].
\[If urgent] I'm noting that this is time-sensitive.
5. **Confirm & close**\
You can expect to hear from us at \[phone number provided].
Is there anything else I can help you with today?
Thank you for calling \[Company Name]. Have a great \[day/evening]!
***
### Schedule an appointment job
This job helps Sona collect caller info and send a booking link via SMS. Use this job to automate appointment scheduling without requiring live agent time.
| Sona Field | Value |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Name** | Schedule an appointment |
| **Description** | Help callers book appointments by collecting their info and sending a booking link via SMS. |
| **Caller intent for instructions** | The caller wants to book, schedule, or ask about appointment availability. |
| **Set up** | The section below this table contains the script and workflow you can customize and paste into the Instructions field in Sona. There's also a template for related SMS sent by Sona. |
When a caller requests to schedule an appointment:
1. **Acknowledge & explain the process**\
I'd be happy to help you schedule an appointment. I'll send you a booking link where you can view all available times.
2. **Collect caller information**
* May I have your first and last name?
* What’s the best phone number to send the link to?
3. **Obtain text message consent**\
Do I have your permission to send you a text message with the booking link to \[phone number]? \[Wait for clear yes/affirmative response]
\
\[*If they decline:]* “No problem. Can I take a message instead?”
\
\[When you take a message, collect their first and last name, phone number, reason for calling, and preferred timeframe]
4. **Send the booking link**\
“Perfect. I'm sending you the link now. You should receive it in just a moment.”
5. **Confirm & close**\
“You should see the text message now. If not, feel free to call back.\
Is there anything else I can help you with today?”
Hi there, this is Sona from Acme Dental Company. Book your appointment here: scheduley.link/123. Reply STOP to unsubscribe.
***
### Send address or directions job
This job helps Sona verbally give the caller your address and optionally text them directions. Use this job to make it easy for callers to find your location.
| Sona Field | Value |
| ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Name** | Send address or directions |
| **Description** | Provide the business address and send directions to callers via SMS. |
| **Caller intent for instructions** | The caller asks where you’re located, requests the address, or asks for directions. |
| **Set up** | The section below this table contains the script and workflow you can customize and paste into the \*\*Instructions \*\*field in Sona. There's also a template for related SMS sent by Sona. |
When a caller requests address or directions:
1. **Provide the address verbally**\
Our address is \[Full Street Address, City, State, ZIP].\
\[If relevant] We're located \[helpful landmark or description - e.g., "in the Plaza shopping center next to Whole Foods" or "on the second floor of the building"].
2. **Offer to send directions**\
Would you like me to text you a link to directions?\
\[If yes] What’s the best phone number to send that to?
3. **Obtain text message consent**\
Do I have your permission to send you a text message with the booking link to \[phone number]? \[Wait for clear yes/affirmative response]\
\[If they decline, ask if they have any other questions]
No problem. Do you have any other questions?
4. **Send the directions link**\
Great, I'm sending you a text now with directions to \[business name]. You should receive it in just a moment.
5. **Provide additional location details (if applicable)**
\
\[Parking information] There's \[free parking in our lot / street parking available / a parking garage on the corner].
\[Access instructions] \[Building entry details, buzzer codes, which entrance to use, etc.]
\[Hours if relevant to visit] We're open \[business hours].
6. **Confirm & close**\
You should have the directions link now. Is there anything else I can help you with?
Thank you for calling \[Company Name]!
Hi there, this is Sona from Acme Realtors. Here are the directions: maps.link/456. Reply STOP to unsubscribe.
***
### Send intake form job
This job helps Sona send required intake forms to callers via SMS ahead of an appointment. Use this job to streamline your pre-appointment workflow.
| Sona Field | Value |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Name** | Send intake form |
| **Description** | Send a digital intake form to callers via SMS so they can complete required information before an appointment. |
| **Caller intent for instructions** | The caller needs to complete intake paperwork or requests forms. |
| **Set up** | The section below this table contains the script and workflow you can customize and paste into the Instructions field in Sona. There's also a template for related SMS sent by Sona. |
When a caller needs an intake form:
1. **Explain the intake form**\
I'll send you our intake form via text message. It should only take a few minutes to complete, and having it filled out ahead of time will make your \[appointment/visit] go more smoothly.
\[If applicable] This form asks for \[brief description - e.g., "basic contact information and your reason for the visit" or "your medical history and insurance details"].
2. **Collect phone number**\
What's the best phone number to send the form to? \[Wait for response]
3. **Obtain text message consent**\
Do I have your permission to send you a text message with the booking link to \[phone number]? \[Wait for clear yes/affirmative response]
\[If they decline, offer to take a message instead]]
No problem. Can I take a message for you instead?
4. **Send the form**\
Perfect. I'm sending you the intake form now to \[phone number]. You should receive it in just a moment.
5. **Set expectations**\
You can complete the form right from your phone—it's mobile-friendly.
\[If there's a deadline] Please try to complete it before your appointment \[specific timeframe if applicable - e.g., "at least 24 hours before your visit" or "by the end of the day"].
\[If optional but recommended] While it's not required, having it completed beforehand really helps us serve you better.
6. **Offer assistance**\
If you have any trouble accessing or completing the form, just give us a call back and we'll be happy to help.
7. **Confirm & close**\
You should see the text message with your intake form now.
Is there anything else I can help you with today?
8.
Thank you for calling \[Company Name]!
Hi there, this is Sona from Acme Healthcare. Here's our intake form: form.link/678. Reply STOP to unsubscribe.
***
## Looking for more ways to use Sona with your call flows?
Check out these best practice guides:
* [How to route calls efficiently for your law firm](https://www.quo.com/blog/legal-call-flows/)
* [How to manage calls efficiently at scale for startups](https://www.quo.com/blog/startups-call-flows/)
* [How to effectively manage incoming calls for your home service business](https://www.quo.com/blog/home-services-call-flows/)
# Sona pricing
Source: https://support.quo.com/core-concepts/ai-automations/sona/sona-pricing
A guide to Sona AI agent pricing, billing cycles, usage monitoring, and subscription management
## Overview
Sona pricing is simple and flexible. You get a monthly pack of **automation credits** that Sona uses when it answers calls. Start free, then scale up as your usage grows.
Think of credits like phone minutes. You choose a bundle that fits your business. If your business gets busier, you can move up instantly.
## How it works
### You’re automatically on the free tier
* Every workspace starts with **1,000 credits (\~10 calls)** each month.
* No setup needed. Sona will use credits when it answers calls.
If you run out of credits, calls will automatically be sent to the fallback path in your call flow instead of being picked up by Sona. To keep Sona active, you'll need to **allow overages** or **choose a monthly credit tier.**
**Key things to know before turning Sona on:**
* Sona uses **100 credits per call**. Each plan includes 1,000 credits (\~10 calls/month) at no extra cost.
* Calls under 15 seconds don't count toward usage.
* **By default, overages are disabled.** When credits run out, Sona stops answering and routes calls through the fallback path in your call flow.
* **If you enable overages**, Sona keeps answering and bills extra calls at your tier's overage rate. On the free tier, that's **\$1.00 per call**.
* To avoid unexpected charges, estimate your monthly call volume before activating. If you receive more than 10 calls a month that Sona would handle, consider upgrading to a paid tier.
### Pick a monthly credit tier
1. Go to the **Plan & billing** page in **Settings**.
2. Review the **Automation credits** tiers.
3. Select the tier that matches your typical month.
![Clean Shot%202025 08 25%20at%2009 10 08 Pn]()
**Tiers at a glance**
* **Tier 1 (Free):** 1,000 credits → \~10 calls
* **Tier 2 (\$25/month):** 4,000 credits → \~40 calls
* **Tier 3 (\$49/month):** 10,000 credits → \~100 calls
* **Tier 4 (\$99/month):** 25,000 credits → \~250 calls
* **Tier 5 (\$199/month):** 60,000 credits → \~600 calls
> Sona calls use **100 credits per call**.
### Control what happens after you run out
1. Open **Plan & billing**.
2. Find **Allow overages**.
3. Choose your preference:
* **Disabled (default):** Sona pauses when credits hit zero.
* **Enabled:** Sona keeps working and bills extra usage at your tier’s rate.
![CleanShot 2025-09-05 at 15.44.10.png]()
**Overage rates per call**
| Tier | Overage rate per call |
| ------ | --------------------- |
| Tier 1 | **\$1.00** |
| Tier 2 | **\$0.75** |
| Tier 3 | **\$0.65** |
| Tier 4 | **\$0.55** |
| Tier 5 | **\$0.45** |
### Track usage and costs in one place
1. Open the **Sona** tab or **Plan & billing**.
2. Check credits used, credits remaining, and your reset date.
3. Watch for email alerts at **80%** and **100%** of your monthly credits.
**Quo also sends proactive email notifications as you approach your limit:**
* **At 80% usage:** You'll receive a warning email. If overages are enabled, the email will note that additional charges will apply once credits run out. If overages are disabled, it will note that Sona will stop handling calls and send them to voicemail when credits run out.
* **At 100% usage:** You'll receive a second email confirming you've reached your limit. The messaging again depends on your overage setting: if on, Sona continues at the overage rate; if off, Sona routes calls to voicemail.
Sona calls under 15 seconds don't count toward usage.
### Upgrade anytime and save instantly
1. Go to **Plan & billing** and pick a higher tier.
2. Your upgrade applies right away.
3. We re-rate the current month at your new tier.
4. Any existing overages get the lower rate or may drop to \$0.
### Eligibility requirements
**To purchase paid packages:**
* Must be on paid Quo plan (not free trial)
* Must use online payments (not Apple subscription)
* Must have workspace Admin or Owner permissions
* Available for Starter, Business, and Scale plans
If you currently have an Apple subscription, [switch to online payments](https://support.quo.com/core-concepts/administration/billing/managing-your-subscription#update-payment-methods) to add Sona.
### Understand renewals and timing
* Credits **refresh monthly** on your billing renewal date.
* **Annual plans** still refresh credits monthly.
* Unused credits **expire** at the end of each billing period.
## Key benefits at a glance
* **Start free** with enough calls to prove value.
* **Scale smoothly** by moving up tiers as you grow.
* **Control costs** with an overage toggle and clear rates.
* **See everything** with real-time usage and simple alerts.
## Frequently asked questions
Sona uses 100 credits per call. For example, 1,000 credits equal about 10 calls; 10,000 credits equal about 100 calls.
If overages is disabled, Sona pauses when credits hit zero and will exit out the fallback path in the call flow builder. If it is on, Sona continues and bills extra usage at your tier’s overage rate.
Yes. Upgrades apply right away. We re-rate your current month at the new tier.
No. Credits expire at the end of your billing period. Fresh credits appear at the start of your next cycle.
Annual customers still receive a monthly refresh of credits aligned to their renewal schedule. Overage charges are always billed monthly. If overages are enabled, service continues without interruption.
Yes. Go to Sona or Plan & Billing to see credits used, credits remaining, and your reset date. You also get email alerts at 80% and 100%.
Count roughly how many inbound calls per month you'd want Sona to handle.
Each plan includes 10 free calls. If you expect more, either upgrade to a paid tier or keep overages disabled so Sona routes to voicemail or your fallback path once credits run out.
On the free tier with overages enabled, each extra call costs \$1.00.
**Overages are disabled by default.**
To confirm, go to **Settings → Plan & billing → Allow overages** and confirm that it's disabled.
With overages disabled, Sona stops answering when your credits run out and routes calls through your call flow's fallback path — no extra charges.
***
**Need help?** [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Sona for SMS - Alpha
Source: https://support.quo.com/core-concepts/ai-automations/sona/sona-sms
Set up Sona to automatically follow up with new customers over text.
**Sona for SMS is in active development and currently in alpha**.
It's only available to select workspaces right now, with access expanding gradually. If you don't see it in your workspace yet, it's coming soon!
***
## Overview
Sona for SMS helps ensure your team never misses a lead. When a new customer calls or texts for the first time, Sona steps in by text to answer questions about your business, collect the details your team needs to follow up, and then creates a summary so your team can continue the conversation seamlessly.
Sona for SMS is available on all Quo plans at no additional cost during the alpha period.
***
## When Sona responds
Sona for SMS is designed to capture new leads as quickly as possible. It activates when a new customer reaches out and there's no existing conversation history in the inbox.
Currently, Sona can step in when:
* **A missed call is not handled by Sona for Voice in a new conversation**: When a call comes in from a new number, goes unanswered, and wasn't picked up by Sona for Voice, Sona sends a follow-up text to the caller to get the conversation started.
* **A new inbound text message starts a conversation**: When a brand-new SMS comes in from a number with no prior conversation history.
Sona for SMS only triggers on fresh conversations with no existing history. It will not activate in the middle of an ongoing conversation.
## What Sona does once triggered
Sends a greeting text message
Asks what customers looking for, or what product or service they might be interested in
Uses information from your linked business website to context
Captures the details your team needs to follow up. By default, Sona decides what to collect based on the inquiry and what it knows about your business. You can also define your own fields if you want to be more prescriptive about exactly what gets collected.
Tags the inbox in the conversation thread with a summary of the conversation and lists all the details collected from the customer
## Monitor Sona's conversations
While Sona is actively handling a conversation, you'll be able to see its status on web, iOS, and Android - ensure that you're using the latest app version.
You can interrupt Sona at any time and take over the conversation yourself.
***
## How to set up Sona for SMS
### Step 1: Link your website
Sona uses your website to learn about your business' services, pricing, hours, and anything else a customer might ask about.
A website must be linked for Sona for SMS to be able to take action. The website you choose will be shared across your entire workspace.
1. Navigate to **Settings → Phone Numbers** and select the phone number you want to configure
2. Click the **Sona for SMS** tab
3. Under **Knowledge**, enter your website URL
4. Click **Import**
All phone numbers with Sona for SMS enabled will reference the same website for information.
### Step 2: Activate the skill
1. In the **Sona for SMS** tab, click **Collect details from new customers**
2. Choose when Sona steps in and what it does:
* **When Sona steps in**: The conditions that cause Sona to activate (missed calls not handled by Sona for Voice in new conversations, or new inbound text messages in new conversations)
* **What Sona does when activated**: Sona texts the customer, figures out what they need, answers their questions, and collects the details your team needs to follow up. Choose how Sona collects those details:
* **Sona decides** (default): Sona figures out what to collect based on the customer's inquiry and what it knows about your business, gathering whatever it thinks is needed for an adequate follow-up.
* **Define my own fields**: You set a specific list of fields Sona collects on every conversation — useful when you want a consistent, prescriptive intake. Comes pre-filled with First name, Last name, Service needed, Service address, and Preferred date; edit, remove, or add your own (up to 10 fields, 80 characters each).
3. Click **Activate** to turn on the skill
### Before you activate
**Turn off auto-replies:** Running both at the same time will result in customers receiving duplicate or conflicting automated messages. [See how to turn off Auto replies.](https://support.quo.com/core-concepts/ai-automations/auto-replies#managing-auto-replies)
**Make sure you've completed your Carrier Registration:** If you're not registered, text messages send to US numbers won't be delivered. [Learn how to complete your A2P registration.](https://support.quo.com/getting-started/carrier-registration/carrier-registration#registration-process)
***
## Alpha limitations
Because Sona for SMS is in active development, there are a few current limitations:
**Triggers are limited:** Sona only activates for missed calls in new conversations and new inbound text messages in new conversations. Additional trigger options are coming soon.
**One website for the entire workspace:** When you link your website, it's used to provide information to all the phone numbers in your workspace that have Sona for SMS enabled. If you remove the website, it's removed for the entire workspace, not just the phone number you're viewing.
***
## FAQs
In your inbox. Sona tags the inbox in the conversation thread with a summary and the details it collected, so your team can pick up from there.
Sona only handles the initial conversation. Once it hands the conversation back to your team, any follow-up messages will appear in your inbox as a normal conversation for your team to respond to.
# Call hold
Source: https://support.quo.com/core-concepts/calling/call-hold
Put callers on hold for all the traditional reasons people have always put callers on hold, to consult with other team members or handle tasks during conversations.
## Overview
Call hold allows you to temporarily pause conversations with external callers while you consult with team members, look up information, or handle other tasks. Quo, formerly OpenPhone, automatically plays hold music to keep callers engaged during the pause. Hold is available on all Quo plans.
Want to choose your own hold music? [Learn how to customize your hold music in Quo here.](https://support.quo.com/core-concepts/calling/making-calls#custom-hold-music)
## How to use call hold
### Individual caller hold
1. During an active call, click the **Hold** button ⏸️
2. The caller hears hold music while you're away
3. Click the **Hold** button again to resume
![Individual call hold interface on desktop]()
### Group call hold
For calls with multiple external participants:
1. Click the **put call on hold** button at the bottom of the call controls
2. All external callers are placed on hold simultaneously
3. Click **put call on hold** again to resume with all participants
![Group call hold controls on desktop]()
### Individual caller hold
1. During an active call, tap the caller's name
2. Select **Put on hold**
3. Tap again to resume the conversation
![Individual call hold on mobile interface]()
### Group call hold
For calls with multiple external participants:
1. Tap the **Room Hold** button in call controls
2. All external participants are placed on hold
3. Tap **Room Hold** again to bring everyone back
![Group call hold controls on mobile]()
### Who can be placed on hold
* ✅ **External callers**: Any number outside your Quo workspace
* ❌ **Team members**: Internal workspace calls cannot be placed on hold
***
## Troubleshooting
Hold only works with external callers. Calls between Quo workspace members cannot be placed on hold.
If a held call disconnected, you may have reached your platform's call limit when a new call came in. On iOS, you can hold 1 call at a time. On Android, web, and desktop, you can hold up to 2. Calls that can't be held are routed to your call flow.
Ensure you're on a call with an external number. The hold feature doesn't work for internal team calls or certain call types.
Currently, Quo provides one standard hold music option. Custom hold music isn't available, but you can minimize hold times for better experience.
Call waiting is currently only available on iOS for direct (non-shared) phone numbers. It's not available on other platforms or shared numbers.
# Call quality metrics
Source: https://support.quo.com/core-concepts/calling/call-quality-metrics
Troubleshoot audio issues in real time using Quo's call quality metrics.
## Overview
Quo's **call quality metrics** helps you understand and fix audio issues while you're still on a call. Find out why your call sounds choppy, delayed, or unclear and resolve issues in a few simple steps.
***
## How to access the metrics panel
You can open the metrics panel during **any active call**.
### Web & desktop
1. Start or join a call
2. Click the **network icon** in the top-right corner of the call window, or click **Options** in the call controls
3. Select **Call quality metrics**
### Mobile (iOS & Android)
1. Start or join a call
2. Tap the screen to show call controls (if hidden)
3. Swipe up on the bottom menu
4. Tap **Connection status**
5. Start or join a call
6. Tap the screen to show call controls (if hidden)
7. Swipe up on the bottom menu
8. Tap **Connection status**
## What you'll see
The metrics panel shows you how your call sounds, the metrics behind it, and what to do if there's an issue. You'll see:
1. A **connection quality gauge** that rates your overall audio experience
2. Three **network metrics** that affect call performance: *Jitter, Latency,* and *Packet Loss*
3. **Recommended action steps** when something needs your attention
Each part updates in real time, so you can identify issues quickly and fix them without leaving the call.
![Opening Call Quality Desktop]()
### Automatic warning banner
If your connection quality drops and stays poor for 15 seconds or more, you'll see the banner below. Click on the banner to open the metrics panel.
There's a 30-second cooldown between warnings, so we won't spam you.
![Call Quality Warning]()
***
## Understanding your connection quality
Your **connection quality gauge** gives you a real-time rating of how your call sounds overall. It reflects how easy it is for both people on the call to hear and understand each other.
| Rating | Meaning | Status |
| ------------- | ---------------------------- | ------ |
| **Excellent** | Crystal clear audio | 🟢 |
| **Good** | High quality, minimal issues | 🟢 |
| **Fair** | Acceptable with some issues | 🟡 |
| **Poor** | Noticeable quality problems | 🔴 |
Your gauge tells you the overall quality of the call, but not *why* it's happening. The network metrics below break down what's influencing your connection so you can pinpoint the source of any issues.
## What your network metrics mean
In addition to the **connection quality gauge**, the metrics panel displays **three key metrics** during your call. These numbers explain what's causing your call to sound delayed, choppy, or unclear. Each metric updates in real time as your call progresses.
Jitter tells you how steady your internet connection is. When the connection fluctuates, parts of the audio arrive at different times, which can make voices sound choppy, robotic, or distorted.
| Range | Status | Status color |
| :------ | :------ | :----------- |
| ≤ 20ms | Good | 🟢 |
| 21–50ms | Warning | 🟡 |
| > 50ms | Poor | 🔴 |
Latency measures how long it takes for your voice to reach the other person. High latency creates noticeable delays, which leads to awkward pauses or people talking over each other.
| Range | Status | Status color |
| :-------- | :------ | :----------- |
| ≤ 150ms | Good | 🟢 |
| 151–400ms | Warning | 🟡 |
| > 400ms | Poor | 🔴 |
Packet loss occurs when parts of your audio never make it to the other person. Small amounts are easy to miss, but higher levels cause words, sounds, or full sentences to drop out.
| Range | Status | Status color |
| :----- | :------ | :----------- |
| ≤ 1% | Good | 🟢 |
| 1.1–3% | Warning | 🟡 |
| > 3% | Poor | 🔴 |
## Recommendations during your call
You'll also receive recommendations based on what Quo detects during your call. These suggestions help you choose the most effective next step to improve your call quality.
![Call Recommendations]()
**If all your metrics are green and you still hear issues**, the problem may be:
* On the other participant's end
* With the device you're using (microphone, speakers, etc.). Looking for hardware recommendations? [Check out our blog on the best VoIP headsets](https://www.quo.com/blog/best-voip-headset/).
***
## Quick fixes based on what you're hearing
Think of these symptoms as clues. The way your call sounds often points directly to one of the network metrics you'll see in the metrics panel.
| Issue | What this means | Likely cause | What to try |
| -------------------------------- | ------------------------------------------------------------------------- | ---------------------------------------- | ---------------------------------------------------------------------------------- |
| Choppy or robotic audio | Parts of the sound are arriving at different times, making voices distort | Unstable internet connection (Jitter) | Move closer to your router, restart your modem, or use a wired internet connection |
| Delays / talking over each other | Your voice is taking too long to reach the other person | Slow or congested internet (Latency) | Close video calls or streaming apps, avoid VPNs, or switch to a faster network |
| Words cutting out | Segments of your audio aren’t making it through | Weak or interrupted signal (Packet loss) | Pause large downloads/uploads, reduce WiFi users, or move closer to your router |
***
## FAQs
Not yet. Metrics are only available while you're on a live call so you can troubleshoot issues in real time.
No. For privacy and accuracy, each person can only view their own call metrics during their active call.
No. This feature is available to everyone since it helps ensure a smoother calling experience. However, team members can choose to dismiss call status banners if they prefer not to open the panel.
No. The metrics panel displays information that's already being measured behind the scenes. Viewing your metrics does not use extra bandwidth or change how your call performs in any way.
***
## More ways to improve call quality
Still noticing issues? Visit our [Call quality troubleshooting](https://support.quo.com/troubleshooting/call-quality-troubleshooting) article for additional steps, including device setup, browser permissions, and advanced network checks.
***
## Need support?
Submit a request at [support.quo.com](https://support.quo.com/help/submit-a-request) with specific call details and a screenshot of your connection metrics panel so we can help you faster.
***
## Related articles
* [Making calls with Quo](https://support.quo.com/core-concepts/calling/making-calls)
* [Call quality troubleshooting](https://support.quo.com/troubleshooting/call-quality-troubleshooting)
* [Connection issues affecting calls notifications and functionality](https://support.quo.com/troubleshooting/connection-issues)
* [How we deliver our services: Quo subprocessors ](https://support.quo.com/core-concepts/administration/subprocessors-list)
* [10 Best VoIP Headsets for Professional Phone Calls](https://www.quo.com/blog/best-voip-headset/)
# Call recording
Source: https://support.quo.com/core-concepts/calling/call-recording
Record important conversations for training, compliance, and quality assurance with manual and automatic recording options
## Overview
Quo, formerly OpenPhone's call recording helps you capture important conversations for training, compliance, and quality assurance. Record calls manually during conversations or set up automatic recording for consistent documentation.
14 US states require consent from all parties before recording calls. Always notify callers and get consent before recording to stay legally compliant.
## Recording methods
### Manual recording
Start recording any call with one click:
1. During a call, locate the call control menu
2. Click the **Record** button ⏺️
3. Recording begins immediately
![Recording a phone call on Quo web interface]()
1. Answer or make a call in the mobile app
2. Tap the **Record** button
3. Recording starts immediately
![Call recording options on mobile apps]()
### Automatic recording
Business and Scale plan users can enable auto-recording for specific numbers:
1. Go to **Settings** → **Phone numbers**
2. Select the phone number to configure
3. Toggle on **Auto-record calls**
4. All future calls to that number will be recorded automatically
![Auto-record calls setting interface]()
Auto-record is number-specific and works across all platforms (web, desktop, mobile) for that number.
## Legal compliance notifications
### Notification types
Configure how callers are notified about recording:
1. Navigate to **Settings** → **Phone numbers**
2. Select the number to configure
3. Enable **Call recording notification**
4. Choose notification type for inbound and outbound calls:
* **Voice notification**: Automatic verbal announcement
* **Audio tone**: Beep reminder to manually notify
* **No notification**: Manual notification required
### Automatic voice notifications
For professional call recording disclosures, add a custom message using call flows:
1. Go to **Settings** → **Phone numbers** → **Call flow**
2. Click **Edit call flow**
3. Drag **Play audio** step to the beginning of your flow
4. Upload your recording notification message
5. **Publish changes**
![Adding play audio step in call flow builder]()
This creates professional announcements like: "This call is being recorded for quality and training purposes."
## Accessing recordings
### View and manage recordings
All call recordings appear in conversation threads:
1. Open the conversation containing recorded calls
2. Look for call bubbles marked with "call"
3. Click to play recordings directly in the app
4. Download recordings (web, desktop, Android only)
### Call transcriptions
Business and Scale plans include AI-powered transcriptions:
* Automatic transcription of recorded calls
* Searchable text for quick reference
* Multi-language support
* Optional call summaries with key points
[Learn more about call transcriptions →](/core-concepts/calling/summaries-and-transcripts)
## Plan availability
| Feature | Starter | Business | Scale |
| ------------------- | ------- | -------- | ----- |
| Manual recording | ✓ | ✓ | ✓ |
| Auto-record | ✗ | ✓ | ✓ |
| Call transcriptions | ✗ | ✓ | ✓ |
| AI call summaries | ✗ | ✓ | ✓ |
## Troubleshooting
Ensure you're on a supported plan and have proper permissions. Restart the app if the recording interface doesn't load properly.
Verify the feature is enabled for the specific phone number in your settings. Auto-record is number-specific, not account-wide.
Download functionality is only available on web, desktop, and Android apps. iOS users can play recordings but cannot download them directly.
Consult our legal guide on call recording laws or speak with your legal team about specific compliance requirements for your business.
## Integration options
Call recordings integrate with popular business tools:
* **Gong**: Automatic sync for conversation analytics
* **Salesforce**: Link recordings to customer records
* **HubSpot**: Attach recordings to contact histories
* **Custom integrations**: API access for enterprise workflows
[Explore integrations →](/core-concepts/integrations)
# Call transfer
Source: https://support.quo.com/core-concepts/calling/call-transfer
Transfer calls seamlessly between team members with cold transfers, warm transfers, or transfers with notes for smooth customer handoffs
## Overview
Call transfer helps you seamlessly hand off calls to the right team member for better customer service. Choose from three transfer methods based on your needs: cold transfers for quick handoffs, warm transfers for consultations, or transfers with notes for context sharing.
Call transfer is available on Business and Scale plans. [Upgrade your plan →](https://support.quo.com/core-concepts/administration/billing/managing-your-subscription#change-your-plan)
## Transfer methods
| Type | What happens | Best for |
| ---------------------- | ----------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------- |
| **Cold transfer** | Transfer a call directly to another person and immediately disconnect from the conversation. | Quick handoffs when the recipient doesn't need background context. |
| **Warm transfer** | Place the caller on hold, consult with the recipient first, then introduce them before disconnecting. | Complex issues requiring background explanation or when introducing specialists. |
| **Transfer with note** | Send a written message with the transfer to provide context without speaking to the recipient first. | Providing context when the recipient isn't immediately available. |
***
## How to transfer calls
Click through the interactive demo, or read on for additional instructions.
1. During an active call, click the **Hold** button ⏸️ to place the caller on hold
2. Click the **"..."** menu next to the hold option
3. Select **Transfer call**
![Call transfer menu on desktop]()
4. Choose your transfer method:
* **Search by name**: Find a team member in your workspace
* **Enter phone number**: Transfer to any external number as a cold transfer
![Transfer interface showing note option]()
5. **(Optional) Add transfer note** to include context for team members
6. Click **Transfer** to complete the handoff
7. For warm transfers: Stay on the line to introduce the parties, then hang up
1. During an active call, tap the **Hold** button ⏸️ to place the caller on hold
2. Swipe up and select **Transfer call**
![Transfer call option on mobile]()
3. Choose your transfer destination:
* **Team member**: See availability status before transferring
* **Contact**: Select from your address book
* **Phone number**: Enter any external number
![Transfer options on mobile interface]()
4. Add a note if transferring to a team member
5. Tap **Transfer** to complete
6. Take the caller off hold and introduce if needed, then hang up
***
## Transfer notes for team members
When transferring to workspace team members, include helpful context:
### What to include
* **Caller's name and company**
* **Reason for the call**
* **Previous conversation history**
* **Urgency level**
* **Specific questions or requests**
### Example notes
* "Sarah from Acme Corp - needs help with billing issue from last month"
* "New customer interested in Business plan features"
* "Existing client having technical problems with mobile app"
The transfer note appears with the incoming call notification, giving your teammate immediate context:
![Transfer note appearing with incoming call]()
***
## Troubleshooting
Call transfer requires a Business or Scale plan. Starter plan users need to upgrade to access transfer functionality.
Hold functionality only works with external callers. **Internal calls between team members cannot be placed on hold.**
Check that you entered the correct number or selected the right team member. Verify the recipient's availability status and try again.
Transfer notes only appear when transferring to team members within your Quo, formerly OpenPhone, workspace. External transfers don't support notes.
Always place callers on hold before initiating transfers. This prevents them from hearing your dialing and connection attempts.
The call goes to that number's own voicemail. Quo can't bring the call back after an external transfer.
Yes. During the transfer flow, select Enter phone number and type any US or Canadian number. Transfer notes and Quo recording/transcription don't apply to external transfers.
# Call waiting
Source: https://support.quo.com/core-concepts/calling/call-waiting
Answer a second call without losing your first conversation. Call waiting is available on all Quo plans.
## Overview
When a second call comes in while you're already on an active call, call waiting lets you answer it without losing your first conversation. Your original [call is placed on hold](https://support.quo.com/core-concepts/calling/call-hold), and you can switch between both calls at any time.
**Call waiting is on by default.** There's no extra setup required, and it's included on all plans.
When a call is placed on hold, Quo automatically plays hold music for the caller. Learn more about [call hold](https://support.quo.com/core-concepts/calling/call-hold).
![Call Waiting Shot Desktop Mobile]()
***
### Handling an incoming call while on an active call
When a second call comes in, an incoming call notification will appear. You have a few options:
1. **Accept the call**: Your active call is automatically placed on hold.
![Call Waiting Shot I OS]()
2. **Place your current call on hold manually:** Use the hold button, then accept the incoming call. [Learn how to place a call on hold → ](https://support.quo.com/core-concepts/calling/call-hold)
3. **Reject the call:** What happens next depends on your inbox type:
* **Private inbox:** The call is sent to the last step in your call flow (e.g. voicemail or Sona)
* **Shared inbox:** The call rings the next available teammate. If everyone declines, it's routed to the last step in your call flow (e.g. voicemail or Sona)
***
### Switching between calls
Once you have calls on hold, you can switch between them at any time **by tapping or clicking the held call.**
![Call Waiting Shot Desktop]()
When one call ends, you're automatically connected to the remaining call.
***
### Call capacity by platform
iOS is limited to 2 simultaneous calls due to an Apple OS restriction — this affects all calling apps, not just Quo.
When you've reached your call limit, any additional incoming calls are routed according to your call flow — to voicemail, Sona, or the next available teammate, depending on your setup.
| Platform | Number of calls |
| -------------------- | ------------------------------ |
| Android, Web/Desktop | 1 active + 2 on hold (3 total) |
| iOS | 1 active + 1 on hold (2 total) |
***
### Transferring a held call
On Android, you can transfer a held call while on another active call. This is coming to web and desktop soon!
***
## FAQs
No. Call waiting is included on all Quo plans at no additional cost.
iOS allows 1 active call and 1 on hold (2 total) due to an Apple OS restriction. This affects all calling apps, not just Quo. Android, web, and desktop support 1 active + 2 on hold (3 total).
Any additional incoming calls are routed according to your call flow. They'll go to voicemail, Sona, or the next available teammate, depending on your setup.
On Android, you can transfer a held call while on another active call. This is coming to web and desktop in a future update.
It depends on your inbox type. For a private inbox, the call is sent to the last step in your call flow (e.g. voicemail or Sona). For a shared inbox, the call rings the next available teammate. If no one answers the call, it'll follow the fallback routing in your call flow.
***
Need help? [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Caller ID
Source: https://support.quo.com/core-concepts/calling/caller-id
Set up and manage outgoing caller ID names to increase answer rates and build trust with recipients
## Overview
An effective outgoing caller ID name helps you stand out and connect with your contacts more successfully. When recipients see your business name instead of just a phone number, they're more likely to answer your calls and trust the communication.
Caller ID name is exclusively available to paying customers who represent a business with a Tax ID and an approved US carrier registration. This feature is not available for personal use.
## Understanding caller ID
### How caller ID works
When you make a call, carriers reference authoritative databases to display your business name on the recipient's phone. This process involves:
1. **Database registration**: Quo, formerly OpenPhone, submits your caller ID information to national databases
2. **Carrier lookup**: Recipients' carriers pull your information when you call
3. **Display on device**: Your business name appears on their screen
If you've ever seen a caller's name without having them in your contacts, this is the same system at work.
### Requirements and limitations
**Caller ID name requirements:**
* Maximum 15 characters
* Only letters, numbers, periods, commas, and spaces
* No special characters like "+" allowed
* Cannot use "Private", "Unavailable", or "Unknown"
* Must relate to your registered business name
**Feature availability:**
* ✅ US local numbers only
* ❌ Not available for toll-free numbers
* ❌ Not supported for Canadian numbers
* ✅ Requires admin or owner permissions
## Setting up caller ID
Watch this quick tutorial or follow the steps below:
### Step 1: Create a caller ID name
1. Click **Settings** from the left-hand menu
2. Under "Workspace", select **General**
3. Click **Add a name** under "Caller ID names"
4. Enter your preferred caller ID (must match your business registration)
![Creating a caller ID name in workspace settings]()
Your caller ID name must be related to the business name on your US carrier registration. If there's no visible relationship, it will be rejected.
### Step 2: Assign to phone numbers
After creating your caller ID name:
1. Click the "0 numbers" link next to your pending caller ID
2. Select all numbers that should display this caller ID
3. Click outside the pop-up to save
4. Status will show as "Pending" during approval
### Step 3: Wait for approval
* Approval typically takes 48 hours
* Updates are processed weekly
* After approval, it may take 2-3 additional days to propagate across all carriers
## Managing existing caller IDs
### Updating a caller ID name
1. Go to **Settings → General**
2. Find your existing caller ID name
3. Click the three dots and choose **Update name**
4. Enter your new preferred name
5. Submit for approval
![Updating an existing caller ID name]()
While changes are pending approval, your previously approved caller ID name will continue to display.
### Deleting a caller ID name
You can delete a caller ID name at any time without affecting affect your carrier registration status.
**Caller ID names created before Dec 31, 2023 can’t be edited or reassigned to new numbers**, they can only be deleted.
If you need a different caller ID name, create a new one and assign your numbers to it.
1. Go to **Settings → General**
2. Find the caller ID name you want to remove
3. Click the three dots and choose **Delete**
4. Confirm the deletion
![Lt Delete Caller I Dname Quo 04 20 2026]()
### Assigning to individual numbers
To manage caller ID for a specific number:
1. Find the number in your workspace
2. Click the three dots → **Manage settings**
3. Under General settings, find "Caller ID name"
4. Select or change the assigned caller ID
![Managing caller ID for individual phone numbers]()
## Troubleshooting display issues
Even with proper setup, caller ID may not always display correctly due to various factors:
### Common reasons for non-display
**Carrier variations**
* Each carrier has its own update schedule
* Some carriers use outdated databases
* Display policies vary by provider
**Number type limitations**
* **Toll-free numbers**: Cannot display caller ID names (designed for receiving calls only)
* **Canadian numbers**: Caller ID not supported due to carrier limitations
**Timing issues**
* New caller IDs take 2-3 days to propagate
* Database updates occur weekly
* Some carriers update less frequently
### What you can control vs. what you can't
**You can control:**
* Accuracy of submitted information
* Keeping caller ID updated
* Ensuring compliance with naming requirements
**You cannot control:**
* How often carriers update their databases
* Whether all carriers will display your ID
* Display on international calls
## Legacy caller ID management
If you created a caller ID name before Dec 31, 2023, you may encounter limitations with modifications.
Caller ID names created before Dec 31, 2023 can’t be edited or reassigned to new numbers, they can only be deleted.
If you need a different caller ID name, create a new one and assign your numbers to it.
***
## FAQs
Caller ID display depends on multiple factors including carrier database updates, recipient's carrier policies, and propagation time. While we submit your information to all major databases, we cannot guarantee universal display due to carrier variations.
No, caller ID is only available for businesses with a Tax ID and approved US carrier registration. The name must match your registered business name.
Initial approval typically takes 48 hours. After approval, allow 2-3 additional days for the caller ID to start displaying across all carriers.
Yes, you can create multiple caller ID names and assign them to different numbers in your workspace, as long as each name relates to your registered business.
Toll-free numbers were designed exclusively for receiving calls. The caller ID databases don't maintain listings for toll-free numbers, so they cannot display caller ID names.
For new customers we automatically enroll you in Voice Integrity, a program which helps prevent non-spam calls from being markted as spam.\
\
What if you're not a new customer (pre-October 2025)? Reach out to our Support team, and they can manually activate this for you. \
\
As an additional level of prevention, go to the Trust Page within your phone number settings and navigate to the FCR (Free Call Registry) registration page to join the registry, which also helps prevent your number from being marked as spam.
No, caller ID is set at the phone number level. All team members using the same phone number will display the same caller ID name.
Yes, you can delete your Caller ID name without affecting your carrier registration.
On web or desktop go to **Settings → General**, click the **three dots (..)** next to the Caller ID name you want to delete, click **Delete Caller ID name**.
# SHAKEN/STIR and spam protection
Source: https://support.quo.com/core-concepts/calling/clear-spam-labels
Clear spam labels and prevent scam likely designations with SHAKEN/STIR compliance and caller verification
## Overview
SHAKEN/STIR technology helps protect your business calls from being marked as spam or "Scam Likely" by verifying caller authenticity. Understanding and implementing proper caller verification protects your business reputation and ensures your calls reach customers successfully.
## How Quo helps prevent your number from being flagged as spam
Specifically, Quo helps protect your calls by:
* Registering your number for SHAKEN/STIR as part of your carrier registration
* Registering your new number with the **Free Caller Registry** to ensure that major U.S. carriers and their analytics partners recognize your calls as legitimate
* Enforcing **anti-spam calling policies**, including prohibiting cold calling and abusive calling patterns
While no provider can guarantee a number will never be flagged, these protections significantly improve call trust and deliverability when combined with compliant calling practices.
SHAKEN/STIR protection is available for US business numbers through Quo, formerly OpenPhone's Trust Center. Registration helps establish caller legitimacy with major carriers.
In addition to carrier-level verification, you can protect your own call reputation by avoiding behaviors that are commonly associated with spam. This includes:
* Cold calling people you do not have an existing relationship with
* Placing a significant amount of outbound calls that do not get picked up and/or go to voicemail
* Making a significant amount of calls outside of business hours
Avoiding these actions helps protect the overall reputation of Quo numbers across carrier networks and reduces the likelihood that your legitimate business calls are flagged.
## Understanding call reputation issues
### Why numbers get flagged
Even with protections in place, call reputation is influenced by carrier algorithms, historical number data, and calling behavior outside of Quo’s direct control.
**Previous ownership impact:**
Phone numbers sometimes carry a reputation from previous owners, which may lead to inherited spam labels that don't reflect your business practices. That said, before Quo numbers are issued to new customers, they all go through a period of remediation to remove spam labels. Additionally, registration with the FCR (Free Call Registry) that Quo does on your behalf, supports the removal of these labels.
**Common flagging triggers:**
* Previous owner's calling patterns or complaints
* Sudden spikes in outbound call volume
* Consumer fraud or spam reports
* Inconsistent calling behavior patterns
![Phone number displaying as Scam Likely on recipient device]()
### Impact on business communications
**Negative consequences:**
* Reduced call answer rates
* Damaged business credibility
* Lost customer opportunities
* Decreased communication effectiveness
### Important limitations to understand
While Quo provides strong protections, spam labeling decisions are ultimately made by carriers and third-party analytics providers. As a result:
* Quo cannot instantly remove all spam labels
* Some numbers may inherit reputation from previous owners
* Carrier updates and removals can take days or weeks to propagate
This is why registration, compliant calling behavior, and reputation monitoring all work together.
## Clearing spam labels for US numbers
### Free Caller Registry registration
**Quick registration process:**
Access through Quo's Trust Center for streamlined registration that clears "Scam Likely" labels faster than traditional long-form processes.
![Free Caller Registry short form interface]()
**Registration requirements:**
1. Navigate to **Settings** → **Trust Center** in Quo
2. Complete **Clear Scam Likely labeling** section
3. Provide accurate business information
4. Submit registration to major US carriers
### Required information
**Calling company details:**
* **Business phone number**: Your Quo business number
* **Business name**: Official registered business name
* **Business address**: Physical business location
**Service provider information:**
* **Provider name**: Quo (your service provider)
* **Provider relationship**: Business phone service
### Carrier distribution
**Registry reaches major carriers:**
* T-Mobile
* Verizon
* Sprint
* US Cellular
* AT\&T
* Other participating carriers
## Clearing spam labels for Canadian numbers
**Hiya spam detection removal:**
1. Visit [Hiya support portal](https://hiyahelp.zendesk.com/hc/en-us/requests/new?ticket_form_id=1500000701521)
2. Complete spam removal form
3. Provide business verification details
4. Wait for processing and confirmation
**US Carrier Registration benefits:**
* Also registers Canadian numbers with STIR/SHAKEN
* Provides broader carrier recognition
* Helps prevent future spam labeling
* Complies with FCC fraud reduction protocols
## SHAKEN/STIR technology
### How SHAKEN/STIR works
**Authentication process:**
* **Originating carrier** signs call with cryptographic signature
* **Call routing** preserves authentication through network
* **Terminating carrier** verifies signature authenticity
* **Display decision** shows verified or unverified status
**Verification levels:**
* **A (Full)**: Complete verification of caller and number
* **B (Partial)**: Caller verified, number relationship uncertain
* **C (Gateway)**: Originating carrier cannot verify caller
### Business pathway requirements
**STIR/SHAKEN through Quo:**
* Available for business customers with tax ID
* Requires US Carrier Registration completion
* Provides enhanced call authentication
* Reduces fraud and spam likelihood
## Comprehensive protection strategy
**Step 1: FCC Registration**
Complete US Carrier Registration through Quo Trust Center:
* Provide business tax ID number
* Submit business verification documents
* Enable STIR/SHAKEN authentication
* Maintain compliant calling practices
**Step 2: Free Caller Registry**
Register business legitimacy with carriers:
* Complete business information accurately
* Verify ownership of phone numbers
* Establish positive caller reputation
* Monitor registration status
### Compliance best practices
**Calling behavior guidelines:**
* **Consistent patterns**: Maintain regular calling volumes and schedules
* **Legal compliance**: Follow all relevant laws and regulations
* **Terms adherence**: Comply with Quo Terms of Service
* **Consumer respect**: Honor opt-out requests and preferences
**Avoiding red flags:**
* Prevent sudden call volume spikes
* Avoid aggressive calling patterns
* Respond to consumer complaints promptly
* Maintain accurate business information
### Ongoing maintenance
**Reputation monitoring:**
* Regular check of number reputation status
* Monitor customer feedback about call display
* Address spam reports immediately
* Update registration information when business changes
**Proactive measures:**
* Annual registration renewal
* Business information updates
* Calling pattern optimization
* Customer education about legitimate calls
## Troubleshooting spam labels
**When customers report spam labels:**
* **Verify registration status** in Trust Center
* **Check compliance** with calling guidelines
* **Submit removal requests** through appropriate channels
* **Communicate with customers** about verification process
**Persistent labeling issues:**
* Contact Quo support for escalation
* Provide evidence of legitimate business operations
* Document customer complaints and resolution efforts
* Consider number replacement if severely compromised
**Prevention strategies:**
* Implement call warming for new numbers
* Educate customers about expecting calls
* Use branded caller ID when available
* Maintain consistent business communications
## Best practices summary
**Essential registrations:**
* Complete US Carrier Registration in Trust Center
* Submit Free Caller Registry business information
* Enable STIR/SHAKEN authentication
* Update business details when changed
* Monitor registration status regularly
**Compliance guidelines:**
* Maintain consistent calling patterns
* Honor all legal requirements
* Respect consumer preferences
* Document legitimate business purpose
* Respond to complaints promptly
**Ongoing tasks:**
* Check number reputation monthly
* Update registrations annually
* Monitor customer feedback
* Address labeling issues immediately
* Keep business information current
## Additional resources
**Need assistance?** Submit a support request at [support.quo.com](https://support.quo.com/help/submit-a-request) for help with spam label removal and caller verification.
# Click-to-call
Source: https://support.quo.com/core-concepts/calling/click-to-call
Set Quo, formerly OpenPhone, as your default calling app to dial phone numbers directly from websites, emails, and other applications
## Overview
Click-to-call functionality lets you dial phone numbers directly from websites, emails, and other applications without copying and pasting. Set Quo as your default calling app to streamline your calling workflow and improve productivity.
Click-to-call requires the Quo desktop app for Windows and Mac, or mobile app for Android. Web browser alone doesn't support default calling app functionality.
## Platform setup
### Install and configure Quo
1. **Download the Quo Windows app** from [Quo Downloads](https://www.quo.com/downloads)
2. **Open Windows Settings**: Click the start menu and search "default app"
3. **Select "Default app System settings"**
![Windows default app settings]()
4. **Navigate to protocol settings**: Scroll down and click "Choose default apps by protocol"
5. **Set Quo for TEL protocol**: Find "TEL" in the list and select Quo
![Setting Quo as default for TEL protocol in Windows]()
### Using click-to-call on Windows
* **Click any phone number** on websites or in applications
* **Quo launches automatically** with the number pre-filled
* **Click "Call"** to connect immediately
### Install and configure Quo
1. **Download the Quo Mac app** from [Quo Downloads](https://www.quo.com/downloads)
2. **Open FaceTime**: Launch FaceTime from Applications
3. **Access FaceTime Settings**: Click "FaceTime" in the menu bar → "Settings"
4. **Set default calling app**: In the dropdown next to "Default for calls", select "Quo"
![FaceTime settings showing default calling app option]()
![Selecting Quo as default calling app in FaceTime settings]()
### Using click-to-call on Mac
* **Click phone numbers** on websites or in applications
* **Confirmation popup appears** asking to dial with Quo
* **Confirm the action** to open Quo with the number ready
* **Click "Call"** to connect
![Quo Mac app with click-to-call number populated]()
### Install and configure Quo
1. **Download the Quo Android app** from [Quo Downloads](https://www.quo.com/downloads)
2. **Open Android Settings** on your device
3. **Navigate to Apps**: Go to Settings → Apps → Quo
4. **Set as default dialer**: Select "Calling app" → Choose "Quo"
![Android app settings for Quo]()
![Setting Quo as default calling app on Android]()
Default dialer functionality is only available on Android 12 and lower. Newer Android versions may have different configuration requirements.
### Using click-to-call on Android
* **Tap phone numbers** in apps, websites, or messages
* **Quo opens automatically** with the number ready
* **Tap "Call"** to connect immediately
# FAQs
Ensure you've set Quo for the TEL protocol in Windows default app settings. You may need to restart your browser after making the change.
Make sure the Quo desktop app is installed in the Applications folder and that you've configured FaceTime settings properly. Restart your browser if needed.
Check your Android version - default dialer functionality is limited on Android 13 and newer. Older versions may have different menu structures.
Some websites and applications may not format phone numbers as clickable links. The number format and website coding determine clickability.
Verify the Quo desktop or mobile app is properly installed and running. Try manually opening the app first to ensure it's working correctly.
# Conference calling
Source: https://support.quo.com/core-concepts/calling/conference-calling
Host multi-party calls with up to 10 participants for team meetings, client consultations, and collaborative discussions
## Overview
Conference calling allows you to connect multiple people on a single call for team meetings, client consultations, or collaborative discussions. Add participants during calls and manage the conversation with professional call controls.
Conference calling is available on Business and Scale plans. [Upgrade your plan →](https://support.quo.com/core-concepts/administration/billing/managing-your-subscription#change-your-plan)
## Starting a conference call
1. Begin with any active call (incoming or outgoing)
2. Click the **+👤** icon in the call controls
3. Search for participants by name or enter phone numbers
4. Add invitation messages for team members (optional)
5. Click **Add** to invite each participant
![Adding participants to group call on desktop]()
![Participant invitation interface on desktop]()
1. Start with any active call (incoming or outgoing)
2. Tap the **+👤** icon in the call interface
3. Search contacts or enter phone numbers
4. Include invitation messages for team members (optional)
5. Tap **Add** to invite each participant
![Adding participants on mobile interface]()
![Mobile participant invitation screen]()
## Managing participants
### Adding participants
* **Team members**: Select from your workspace directory with optional invitation messages
* **External contacts**: Choose from your address book or enter phone numbers directly
* **During calls**: Add participants at any time during the conversation
* **Invitation messages**: Include context when inviting team members
### Participant invitations
When invited to a conference call, participants receive:
* **Incoming call notification** with accept/decline options
* **Invitation message** (if included by the host)
* **Clear indication** that it's a group call
![Group call invitation interface]()
### Removing participants
To remove someone from the call:
1. Click the **"..."** next to their name
2. Select **Remove from call**
3. They're immediately disconnected
![Removing participants from group call]()
You can only remove participants that you added to the call. Other participants can only be removed by the person who invited them.
## FAQs
Conference calling requires a Business or Scale plan. Starter plan users need to upgrade to access group calling functionality.
Check that you haven't exceeded the 10-participant recommendation. Also verify that you're trying to add external numbers, not exceeding system limits.
Ensure the participant's number is correct and they have good cell coverage. They may need to manually accept the incoming call invitation.
You can only remove participants that you personally added to the call. Participants added by others can only be removed by their inviter.
Reduce the number of participants or ensure all participants have strong network connections. Consider using fewer participants for better audio quality.
Quo, formerly OpenPhone, doesn't currently show visual indicators of who's speaking. Encourage participants to identify themselves when speaking in larger groups.
<>
# International calling
Source: https://support.quo.com/core-concepts/calling/international-calling
Connect globally with affordable international calling and messaging to countries outside the US and Canada using pre-paid credits
## Overview
Quo, formerly OpenPhone's international calling and messaging lets you connect with contacts worldwide at competitive rates. Use pre-paid credits to call and text countries outside the US and Canada, with transparent per-usage billing.
International calling is not available during the 7-day trial. You can end your trial early or wait until it expires to access international features.
## Setting up international calling
### Enable international features
Only workspace Owners and Admins can enable international calling:
1. Go to **Settings** → **Phone numbers**
2. Select the specific phone number to configure
3. In the **General** tab, click **International calling and messaging**
4. Toggle the switch to enable
![Enabling international calling in phone number settings]()
![Enabling international calling in phone number settings]()
International calling must be enabled per phone number, not account-wide.
### Purchase credits
International calls and texts use pre-paid credits:
1. Navigate to **Settings** → **Plan & billing**
2. Scroll to the credits section
3. Click **Buy Credits** to purchase
4. Set up auto-charge to automatically refill credits when low
![Buying international credits interface]()
![Buying international credits interface]()
![Setting up auto-charge for international credits]()
International credits are not available for accounts using iOS App Store billing. Switch to credit card billing first to purchase credits.
## Making international calls
**Method 1: Direct dialing**
1. In the call interface, type **+** followed by country code and number
2. Example: +44 20 7946 0958 for a UK number
3. Click call to connect
**Method 2: From conversations**
1. Open an existing conversation with an international contact
2. Click the call icon 📞 in the top right
3. Call connects using stored number format
**Method 1: Direct dialing**
1. Press and hold **0** to type **+**
2. Enter country code and phone number
3. Example: +33 1 42 86 83 26 for a French number
4. Tap call to connect
**Method 2: From conversations**
1. Open conversation with international contact
2. Tap the call icon 📞 in the top right
3. Call connects automatically
## Important messaging limitations
* **UK restriction**: As of June 2023, UK doesn't allow SMS from 10-digit numbers from other countries
* **Delivery variations**: Message delivery times vary by country and carrier
* **Rate differences**: Text rates differ significantly between countries
## Pricing and rates
Each country has different calling and texting rates. Your credits are deducted based on actual usage. No hidden fees or connection charges. Check rates for all supported countries: [View international rates →](https://www.quo.com/rates)
### Cost management
* **Auto-charge**: Prevent service interruption with automatic credit refills
* **Usage monitoring**: Track spending through billing dashboard
* **Rate comparison**: Compare costs before making calls
* **Credit alerts**: Get notified when credits run low
## Supported countries
### Coverage
Quo supports international calling and messaging to most countries worldwide, with competitive rates for:
* **Europe**: All major European countries
* **Asia**: Including major business centers
* **South America**: Most countries supported
* **Africa**: Major destinations available
* **Oceania**: Australia, New Zealand, and region
### Service limitations
* **US and Canada**: Included in all plans (no credits needed)
* **Toll-free numbers**: North American toll-free included
* **Premium numbers**: Some premium services may not be supported
* **Emergency services**: Use local emergency numbers, not Quo
## Account requirements
### Trial limitations
* **No international access**: International features disabled during trial
* **End trial early**: Access features immediately by upgrading
* **Credit card required**: Needed for credit purchases
### Billing requirements
* **Owner/Admin access**: Only workspace Owners and Admins can enable features
* **Credit card billing**: Required for credit purchases
* **Auto-charge setup**: Recommended to prevent service interruption
### Member access
* **Making calls**: All team members can make international calls once enabled
* **Credit visibility**: Members can see credit balance but cannot purchase
* **Usage tracking**: Individual usage tracked for billing transparency
# FAQs
Ensure you're not on a trial account and that you have Owner or Admin permissions. International features are only available on paid accounts.
Verify you're using credit card billing, not iOS App Store billing. International credits require direct credit card payment.
Check that international calling is enabled for your specific phone number and that you have sufficient credits. Verify the country code and number format.
International rates vary significantly by country. Check the rates page before calling and monitor your credit usage regularly.
Some countries have restrictions on international SMS. The UK, for example, doesn't accept SMS from 10-digit numbers from other countries.
Ensure your payment method is current and that you've set up auto-charge properly in billing settings. Check that you haven't reached credit card limits.
Yes, international calling is **unavailable** in the following countries due to carrier or regulatory restrictions:
China (+86), Cuba (+53), Latvia (+371), Lithuania (+370), Somalia (+252), Guinea (+224), Gambia (+220), Maldives (+960), Estonia (+372), Zimbabwe (+263), Tunisia (+216), Nigeria (+234)
# Making calls
Source: https://support.quo.com/core-concepts/calling/making-calls
Learn how to make calls from Quo, formerly OpenPhone, using different platforms and manage multiple phone numbers
## Overview
Making calls with Quo is simple and intuitive across all platforms. Whether you're using the mobile app, web browser, or desktop application, you can connect with customers and colleagues instantly while maintaining your professional business identity.
Access interactive demos, videos, and more in the Quo Academy.
## Getting started with calls
Quo offers multiple ways to make calls depending on your preferred platform:
Launch the [Quo web app](https://my.quo.com/inbox/) or desktop application to access powerful calling features.
### Method 1: Quick dial
Press Ctrl+C (Mac) or Alt+C (Windows)
or click the dialer icon at the top of the page. A pop-up window appears where you can:
* Type a phone number directly
* Search for a contact by name
* Select from recent conversations
![Call button in conversation view]()
### Method 2: From a conversation
Open any conversation and click the phone icon at the top to call that contact.
![Quick dial interface on desktop]()
### Managing audio settings
During calls, you can adjust your audio settings:
1. Click the settings gear (⚙️) during an active call
2. Select your preferred microphone and speaker
3. Changes apply immediately without dropping the call
![Audio settings during a call]()
The Quo mobile app offers three convenient ways to make calls:
### Method 1: Using the dial pad
Tap the keypad icon and enter the number directly - perfect for calling new contacts or numbers not saved in your system.
![Dial pad in Quo mobile app]()
### Method 2: From a conversation
Open any conversation and tap the phone icon in the top right corner to call that contact instantly.
![Making a call from a conversation]()
### Method 3: From your contacts
Browse your address book, select a contact, and choose which number to call from their contact details.
![Calling from contacts list]()
***
## Calling from multiple numbers
If you manage multiple phone numbers in Quo, you can easily switch between them before making calls.
Select the number you want to use from the "Inboxes" section in the left sidebar:
![Inboxes section showing multiple phone numbers]()
The selected number will appear on the recipient's caller ID.
1. Tap your account icon in the upper left corner
2. Select the desired number under "Your numbers"
3. This number will appear on the recipient's caller ID
![Switching between phone numbers on mobile]()
***
## Caller ID and appearance
When you call someone through Quo, they see:
* Your Quo business number
* The city where your number is registered
* Your caller ID name (if configured)
![How your call appears on recipient's phone]()
Recipients don't need Quo installed. They'll receive calls just like they normally would from any business phone.
***
## Custom hold music
Personalize your caller's waiting experience with custom hold music. Choose from Quo's built-in library or upload your own audio to match your brand's tone. Custom hold music is available on all plans.
By default, hold music is already enabled for your phone numbers, so you don't need to take any action unless you want to change it.
### Available music options
* **Upbeat (default)**: Friendly and energetic
* **Mellow:** Warm and approachable
* **Supported formats**: MP3, WAV.
* For best results, use MP3 format with standard bitrates (128–192 kbps).
Audio automatically loops while callers are on hold.
![Choosing custom hold music]( "Choosing custom hold music")
### Set up hold music for a phone number
*Setup is available on web and desktop only. Once enabled, hold music applies across all devices.*
1. Go to **Phone numbers**, then select a number
2. Scroll to **Hold music**
3. Choose one option:
* Select a library track, or
* Upload a custom audio file
4. Click **Play** to preview the audio
5. Select the **radio button** to activate your choice. Your hold music goes live immediately
### Managing custom music uploads
* After uploading a custom track, you must select its **radio button** to make it live
* You can delete a custom track at any time. If you do, hold music automatically reverts to the default library track
### Troubleshooting custom hold music
If your file won't upload, confirm that it's in MP3 or WAV format. For best results, use an MP3 file with standard bitrates between 128 and 192 kbps.
If you're still hearing the default track, make sure the radio button is selected, since previewing alone doesn't activate hold music. Keep in mind that hold music plays only when a caller is placed on hold.
If a custom track is currently selected, switch to a different library track first. Then upload your new audio file and select it to make it live.
You can return to **Phone numbers → Hold music** at any time to update or switch your selection.
***
## Call quality considerations
Quo delivers crystal-clear call quality that depends on your internet connection strength. On a reliable connection, you'll experience:
* Professional-grade audio quality
* No noticeable difference from traditional phone calls
* Consistent performance across all devices
For optimal call quality:
* Use a strong WiFi or cellular data connection
* Close bandwidth-heavy applications during calls
* Consider using a headset for better audio clarity
Monitor and troubleshoot your calls live with Quo's [call quality metrics panel](https://support.quo.com/core-concepts/calling/call-quality-metrics). Available on desktop.
### Quick fixes to improve your call quality
You can often fix call quality issues without digging into settings or restarting your device. The way your call sounds can point directly to one of the network metrics you'll see in the diagnostics panel. Check out our [Call quality metrics](https://support.quo.com/core-concepts/calling/call-quality-metrics) article to learn more.
| Issue | What this means | Likely cause | What to try |
| -------------------------------- | ------------------------------------------------------------------------- | -------------------------------------------------------- | ---------------------------------------------------------------------------------- |
| Choppy or robotic audio | Parts of the sound are arriving at different times, making voices distort | Unstable internet connection (Jitter) | Move closer to your router, restart your modem, or use a wired internet connection |
| Delays / talking over each other | Your voice is taking too long to reach the other person | Slow or congested internet (Latency) | Close video calls or streaming apps, avoid VPNs, or switch to a faster network |
| Words cutting out | Segments of your audio aren't making it through | Weak or interrupted signal (Packet loss) | Pause large downloads/uploads, reduce WiFi users, or move closer to your router |
| Muffled or low-quality sound | There isn't enough internet capacity for clear audio | Too many devices or apps using your internet (Bandwidth) | Pause downloads or streaming, or use a wired internet connection |
***
## Platform-specific features
### Keyboard shortcuts
Speed up your workflow with these shortcuts:
| Mac | Windows | Action |
| ---------------------------------------------- | ------------------------------------------------- | ------------------------------------------------------- |
| ↑ / ↓ | ↑ / ↓ | Preview conversations without marking as read |
| Enter | Enter | Reply to selected conversation |
| / | / | Access snippets, GIFs, and invites in the message field |
| ⌘ + E | Ctrl + E | Mark conversation as done |
| ⌘ + Shift + U | Ctrl + Shift + U | Mark conversation as unread or read |
| Ctrl + C | Alt + C | Start a call from anywhere |
| ⌘ + Shift + I | Ctrl + Shift + I | Call the contact from the conversation you have open |
| Ctrl + N | Alt + N | Start a new message from anywhere |
| ⌘ + / | Ctrl + / | Search your workspace |
| ⌘ + K | Ctrl + K | Access command menu to see available actions |
### Advanced audio controls
* Select specific input/output devices
* Adjust volume levels during calls
* Test audio before making important calls
### Touch gestures
* Swipe between conversations quickly
* Long-press for additional options
* Pull down to refresh your inbox
### Mobile-specific features
* Make calls using your device's native dialer integration
* Access Quo from your lock screen
* Use with Bluetooth headsets and car systems
***
## Additional calling features
Enhance your calling experience with:
* **Call recording**: Record important conversations at the touch of a button
* **Call transfer**: Seamlessly hand off calls to team members
* **Conference calling**: Add multiple participants to your calls
* **Voicemail**: Professional greetings when you can't answer
## FAQs
No, recipients only see your Quo business number on their caller ID. Your personal phone number remains completely private.
No, anyone can receive your Quo calls on their regular phone. They don't need any special app or service.
Yes, Quo supports international calling. You'll need to enable international calling in your settings and add credit to your account for calls outside the US and Canada.
If your connection is interrupted, Quo will attempt to reconnect automatically. For important calls, ensure you have a stable internet connection before dialing.
Yes, Quo works with any headset or speaker system connected to your device. You can select your preferred audio devices in the settings during a call.
While core calling functionality is consistent across platforms, web/desktop offers keyboard shortcuts and advanced audio controls, while mobile provides touch gestures and native phone integration. Choose the platform that best fits your workflow.
# Receiving calls
Source: https://support.quo.com/core-concepts/calling/receiving-calls
Handle incoming calls professionally with Quo, formerly OpenPhone's features for call management and spam prevention
## Overview
Receiving calls with Quo gives you the confidence to answer professionally each and every time. Whether you're distinguishing business from personal calls, managing multiple phone numbers, or dealing with spam, Quo provides the tools you need to handle incoming calls effectively.
## Identifying business vs personal calls
Never again wonder whether an incoming call is for business or personal. Quo makes it crystal clear so you can answer with the appropriate greeting.
When receiving calls on your mobile device, Quo displays:
* **Quo Audio label**: Clearly marked with the Quo app icon
* **Business number identification**: Shows which of your Quo numbers is receiving the call
* **Contact recognition**: Displays caller's name if saved in your address book
* **Custom emoji**: Shows the emoji you've assigned to that specific number
![Incoming Quo call on mobile showing business number]()
With custom emojis for each number:
![Incoming call showing emoji for easy number identification]()
On web and desktop, all calls are Quo calls by default. The interface shows:
* **Number name and emoji**: Your customized inbox identifier
* **Caller information**: Name and number if available
* **Call controls**: Accept, decline, or send to voicemail
![Incoming call notification on desktop]()
With customized inbox names:
![Incoming call showing custom inbox name and emoji]()
## Customizing number identification
Make it even easier to identify which number is receiving calls by adding custom names and emojis to your inboxes.
### Setting up inbox identifiers
1. Open **Settings** from the left-hand menu
2. Click **Phone Numbers**
3. Select the number you want to customize
4. In the **General** tab section:
* Type your preferred inbox name
* Add an emoji to the left of the name
5. Your changes will save automatically
![Adding custom name and emoji to phone number]()
These customizations help you:
* Instantly identify which business line is calling
* Answer with the appropriate greeting
* Route calls to the right team member
* Maintain professional consistency
## Managing offline scenarios
Even without internet, Quo ensures you never miss important business communications.
### During internet outages
When you lose connectivity:
* **Visible notification**: "No internet connection" message appears in the app
* **Access to history**: Browse all previous messages and call logs
* **Queued communications**: Calls route to voicemail automatically
### When connection returns
Once you're back online:
* **Missed call notifications**: See all calls received while offline
* **Voicemail delivery**: Receive audio files with transcriptions
* **Message sync**: All texts and picture messages delivered instantly
* **Seamless transitions**: Calls switch between WiFi and cellular data without dropping
If you're walking out of WiFi range during a call, Quo automatically switches to your cellular data plan with no interruption - just ensure your data plan is active.
## Preventing and handling spam calls
Protect your business communications from unwanted spam with multiple defense strategies.
### Proactive spam prevention
**Set up an IVR (Interactive Voice Response)**
Create a phone menu that requires human interaction:
* Callers hear menu options (e.g., "Press 1 for sales, 2 for support")
* Real customers can navigate easily
* Robocalls can't interact with IVRs and disconnect automatically
This simple step eliminates most automated spam calls before they reach you.
### Blocking specific numbers
When you receive spam from a specific number:
1. Click into the conversation
2. Tap the three dots (**...**) in the top right corner
3. Click 🚫 **Block**
![How to block spam numbers in Quo]()
Blocked numbers:
* Can no longer call or text you
* Don't know they've been blocked
* Can be unblocked anytime if needed
### Advanced spam management
For persistent spam issues:
* **Monitor patterns**: Track when spam calls increase
* **Report numbers**: Help improve spam detection
* **Consider number change**: As a last resort for overwhelmed numbers
## Call handling features
Enhance your incoming call management with these additional features:
* **Custom voicemails**: Set different greetings for each number
* **Business hours**: Route calls differently during off-hours
* **Auto-replies**: Send automatic texts to missed callers
* **Call forwarding**: Redirect calls when needed
* **Team routing**: Distribute calls among team members
## FAQs
Yes, you'll receive incoming call notifications even when the Quo app is closed, as long as you have an internet connection and notifications enabled on your device.
When your device is off or in airplane mode, calls automatically go to voicemail. You'll see missed call notifications and can listen to voicemails when you reconnect.
Yes, you can set up call forwarding to any US or Canadian number. This is useful for ensuring availability even without internet access.
Use custom names and emojis for each number to instantly identify which business is being called. You can also set different voicemails and greetings for each number.
Receiving spam calls doesn't affect your number's reputation. However, if spam becomes overwhelming, Quo support can help you implement additional protective measures.
No, blocked numbers cannot leave voicemails. They'll hear a standard message that the call cannot be completed.
# Call transcripts and summaries
Source: https://support.quo.com/core-concepts/calling/summaries-and-transcripts
Automatically generate AI-powered transcripts, summaries, and action items from recorded calls to save time and improve follow-up
## Overview
Quo automatically generates AI-powered transcripts and summaries for all recorded calls, helping you save time and improve follow-up. Get speaker-separated transcripts, conversation summaries, and potential action items within seconds of ending a call.
Call transcripts and summaries are available on Business and Scale plans and require call recording to be enabled.
## Enabling transcripts and summaries
Call transcripts and summaries are enabled by default for Business and Scale plans. To disable or re-enable:
1. Go to **Settings** → **Phone numbers**
2. Select the specific phone number
3. Find **Transcribe and summarize calls** setting
4. Toggle on/off as needed
![Enable transcripts and summaries]()
Transcription settings are configured per phone number, not account-wide.
## How it works
### Automatic generation
When you record a call, Quo automatically:
1. **Transcribes the conversation** with speaker identification
2. **Generates an AI summary** highlighting key points
3. **Identifies action items** for follow-up
4. **Delivers results** within seconds of call completion
### Accessing transcripts and summaries
After a recorded call ends:
1. **View the summary** in the conversation thread
2. **Click the call summary** to expand details
3. **Review action items** for follow-up tasks
4. **Open the transcript** to see the full conversation
![Call transcript and summary interface]()
## Searching within transcripts
You can search within a call transcript to quickly find specific words or phrases without scrolling through the entire conversation. This is especially useful for locating key moments, action items, or topics discussed during longer calls.
### How to search within a transcript
1. Open a recorded call in the conversation thread
2. Click the call summary to expand details, then open the full transcript
3. Use the **search bar** at the top of the transcript panel to type a keyword or phrase
4. Matching results are highlighted in the transcript, and you can navigate between matches to jump directly to the relevant section
Use specific keywords related to the topic you're looking for — such as a product name, action item, or person's name — to quickly narrow down results.
### Use cases
* **Sales teams**: Search for pricing discussions, competitor mentions, or objection handling in prospect calls
* **Support teams**: Find specific troubleshooting steps or issue descriptions from customer calls
* **Managers**: Locate coaching moments or compliance-related language during call reviews
Searching within transcripts requires a Business or Scale plan with call recording and transcription enabled.
### Play audio from any transcript line
You can jump to any moment in a recording directly from the transcript, without scrubbing.
1. Hover over any transcript line to reveal a play button next to the timestamp.
2. Click it to hear the recording starting at to that line
Clicking play doesn't clear your search. You can navigate matches and listen to the audio at the same time.
***
## Language support
Quo supports call transcripts and summaries in 40+ languages:
### European Languages
* **Bulgarian**, **Catalan**, **Czech**, **Danish**, **Dutch**
* **English**, **Estonian**, **Finnish**, **Flemish**, **French**
* **German** (including Switzerland), **Greek**, **Hungarian**
* **Italian**, **Latvian**, **Lithuanian**, **Norwegian**
* **Polish**, **Portuguese**, **Romanian**, **Russian**
* **Slovak**, **Spanish**, **Swedish**, **Turkish**, **Ukrainian**
### Asian Languages
* **Chinese** (Mandarin Simplified/Traditional, Cantonese Traditional)
* **Hindi**, **Indonesian**, **Japanese**, **Korean**
* **Malay**, **Thai**, **Vietnamese**
Transcription accuracy may vary based on audio quality, speaker clarity, and language complexity.
# FAQs
Ensure you have a Business or Scale plan and that call recording is enabled for your phone number. Transcripts only generate for recorded calls.
Check call audio quality and minimize background noise. Speak clearly and avoid overlapping conversations for better AI transcription accuracy.
Only workspace Owners and Admins can modify transcription settings. Check your role permissions in the workspace.
Action items are only available on Scale plans. Business plan users get transcripts and summaries but not AI-generated action items.
Check the supported languages list above. If your language isn't supported, transcription may not work accurately or at all.
Transcripts are only generated for calls made after upgrading to Business or Scale plans. Previous calls cannot be retroactively transcribed.
Yes, you can retrieve a single call summary with the public API using the **call ID**: `GET /v1/call-summaries/:callId`. [For more information about Quo's API, visit our docs](https://www.quo.com/docs/mdx/api-reference/introduction).
Not yet. The public API currently supports retrieving one summary at a time by call ID. Bulk export is planned for a future release. If you need a bulk export now, [contact support](https://support.quo.com/help/submit-a-request) to request an internal data export.
**Check the following:**
* **Transcript search is available on web or desktop only.**
* You're on a\*\* \*\*Business or Scale plan.
* AI call transcription is enabled.
* Ensure that the call you're viewing has a transcript available.
* If the audio quality was poor, or the call was too short, a transcript may not have been generated.
The play button appears **on hover** over the timestamp area. If it doesn't appear, confirm the call has a playable recording. Deleted or expired recordings won't show the play control.
Transcript search matches **exact text** in the transcript. If the transcription engine misheard a word (especially an industry term or name), it won't appear as expected in the transcript and search won't find it. Try searching for a partial word or an alternative spelling.
Yes. Search works on any existing transcript and play-from-line works on any call that has both a transcript and a playable recording.
Yes, as long as a voicemail has been transcribed, you can search within it the same way. The play-from-line feature applies to call recordings only.
***
**Need help?** [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Blocking contacts
Source: https://support.quo.com/core-concepts/contacts/blocking
Block unwanted callers and manage your blocklist to protect your time from spam and unwanted communications
## Overview
Blocking unwanted contacts helps protect your time and maintain a professional communication environment. Quo, formerly OpenPhone's blocking features allow you to prevent spam calls and messages while maintaining full control over your blocklist for easy management.
## Understanding blocking
When you block a contact in Quo:
* **Calls are silenced**: Blocked numbers cannot reach you by phone
* **Messages are filtered**: Text messages from blocked contacts are hidden from your inbox
* **Team protection**: Blocked contacts are prevented from reaching your entire team
* **Easy reversal**: You can unblock contacts at any time through your blocklist
Blocked conversations are moved out of your main inbox but remain accessible through your blocklist for reference.
## Blocking contacts
### Block from mobile app
1. Launch the Quo app
2. Go to your inbox by tapping the **Home** icon
3. Press and hold the message or call from the unwanted contact
4. From the menu, select **Block sender**
<>
![Missed call interface showing block option in iOS]()
![Block sender menu in iOS Quo app]()
The conversation will immediately disappear from your inbox and move to your blocklist.
### Block from web or desktop
1. Select the conversation or call history in your inbox
2. Click the three dots (...) icon in the top right corner
3. Select **Block** from the dropdown menu
<>
![Blocking a contacts from the Quo web app]()
## Managing your blocklist
### Accessing your blocklist
**From mobile app:**
1. Tap your profile icon in the upper left
2. Select **Settings**
3. Navigate to **Blocklist**
**From web or desktop:**
1. Click **Settings** in the left menu
2. Under Workspace, select **Blocklist**
![Blocklist interface showing blocked contacts]()
### Adding numbers directly to blocklist
You can proactively block numbers without waiting for them to contact you:
1. Access your blocklist through Settings
2. Click **Add number** or the plus (+) icon
3. Enter the phone number you want to block
4. Confirm the blocking action
### Unblocking contacts
When you need to restore communication with a previously blocked contact:
1. Navigate to **Settings** → **Blocklist**
2. Search for the number you want to unblock
3. Click the three dots (...) next to the number
4. Select **Unblock number**
The contact will immediately be able to reach you again, and any future conversations will appear in your main inbox.
## Team blocklist management
For workspaces with multiple team members:
* **Shared protection**: Numbers blocked by any team member protect the entire workspace
* **Admin controls**: Workspace admins can manage the blocklist for all team members
* **Consistent experience**: Blocked contacts cannot reach any team member through any workspace number
## FAQs
When you block a contact, their calls will be silenced and their messages will be filtered out of your inbox. The conversation moves to your blocklist but isn't deleted, so you can still reference it if needed. Blocked contacts cannot reach you or any other team members in your workspace.
No, blocked contacts cannot leave voicemails. Their calls are completely prevented from reaching your Quo numbers, including voicemail systems.
Blocked contacts won't receive any indication that they've been blocked. From their perspective, calls may go to voicemail or seem to ring without answer, depending on your settings.
Messages from blocked contacts are filtered out of your main inbox but remain accessible through your blocklist. You can view these messages by accessing Settings → Blocklist and selecting the blocked contact.
You can proactively add numbers to your blocklist through Settings → Blocklist → Add number. This is useful for blocking known spam numbers or unwanted contacts before they attempt to reach you.
There's no limit to the number of contacts you can block. Your blocklist can accommodate as many numbers as needed to maintain your preferred communication environment.
When you unblock a contact, they can immediately reach you again. Previous conversations remain in your conversation history, and new messages will appear in your main inbox as normal.
<>
# Contact notes
Source: https://support.quo.com/core-concepts/contacts/contact-notes
Add private team notes to contact profiles for sharing important context, conversation history, and customer preferences
## Overview
Contact notes let team members add private information to contact profiles that doesn't fit into standard fields or custom properties. These notes help your team share context about customer interactions, preferences, and important details that enhance customer service quality.
## Getting started with notes
Notes provide a flexible way to capture unstructured information about your contacts that helps your team provide better, more personalized service.
1. Navigate to **Contacts** in the left menu
2. Select a contact to open their profile
3. Find the notes section in the contact details
4. Click to add or edit notes
5. Type your note content
6. Notes save automatically as you type
1. Open the **Contacts** tab
2. Select a contact
3. Scroll to the notes section
4. Tap to add or edit notes
5. Enter your note content
6. Notes save automatically
Notes are visible to all team members with access to the contact and remain completely internal — customers never see them.
## Notes vs custom properties
You may have noticed that you also have the choose to add custom properties to your contacts. Choose the right tool for organizing contact information:
| Use notes for | Use custom properties for |
| -------------------------------------------- | -------------------------------------------- |
| Unstructured information and free-form text | Structured data with consistent formatting |
| Context, history, and conversation summaries | Searchable fields you need to filter or sort |
| Temporary details that may change frequently | Standardized options like status or type |
| Special requests and unique preferences | Data for reporting and analytics |
| Meeting notes and follow-up details | Categorical information for segmentation |
## FAQs
All team members with access to the contact can view and edit notes. Notes are completely internal and never visible to customers.
Notes have generous character limits that accommodate detailed information. If you need to store extensive documentation, consider breaking it into organized sections.
Notes support basic text formatting. You can use line breaks and structure your content for better readability, but complex formatting isn't supported.
Notes automatically sync across all devices in real-time. Changes made on one device immediately appear on others.
Yes, the global search function includes note content, making it easy to find contacts based on information stored in their notes.
When contacts are merged, notes from both contacts are combined and preserved. You may need to review and organize the combined notes after merging.
<>
# Contact sharing
Source: https://support.quo.com/core-concepts/contacts/contact-sharing
Share business contacts with team members, specific users, or your entire workspace for seamless collaboration
## Overview
Contact sharing lets you collaborate effectively by giving team members access to important contact information. Instead of copying and pasting or taking screenshots, share contacts directly through Quo, formerly OpenPhone, for seamless team coordination and better customer service.
## Understanding contact access
Contact access works differently depending on how contacts are created and managed:
### Automatic sharing
* **Shared number contacts**: When you add contacts to a shared phone number, they're automatically accessible to all team members assigned to that number
* **Workspace visibility**: Contacts shared with the entire workspace appear in everyone's contact list
* **Real-time updates**: Changes to shared contacts sync immediately across all team members
### Manual sharing
* **Selected members**: Share specific contacts with chosen team members only
* **Controlled access**: Maintain privacy for sensitive contacts while enabling collaboration
* **Flexible permissions**: Add or remove access as team needs change
## Sharing contacts with your team
Share contacts efficiently without copying information or taking screenshots.
1. Navigate to **Contacts** in the left menu
2. Select your desired contact(s) by clicking the checkbox next to each name
3. Click **Manage access** at the bottom of the screen
4. Choose your sharing option:
* **Your workspace**: Everyone in your organization gains access
* **Selected member(s)**: Only chosen team members get access
5. If selecting specific members, choose individuals from the list
6. Click **Save** to share the contact(s)
1. Open the **Contacts** tab
2. Select a contact to open their profile
3. Tap the **Share** or **Manage access** option
4. Choose who to share with:
* **Entire workspace**
* **Specific team members**
5. Select team members if choosing specific sharing
6. Confirm to share the contact
![Contact selection interface showing manage access button]()
### Sharing options explained
**Workspace sharing**
* All team members can view and edit the contact
* Contact appears in everyone's contact list
* Best for general business contacts and customers
* Ideal for customer service and sales teams
**Selected member sharing**
* Only chosen team members gain access
* Maintains privacy for sensitive contacts
* Perfect for executive contacts or confidential relationships
* Allows controlled collaboration on specific accounts
![Sharing options menu showing workspace and selected members choices]()
## Managing shared access
### Updating contact permissions
* Return to **Manage access** for any shared contact
* Add or remove team members as needed
* Change from selected members to workspace-wide (or vice versa)
* Remove sharing entirely to make contacts private
### Viewing access status
* Shared contacts display sharing indicators in your contact list
* Contact profiles show which team members have access
* Workspace-shared contacts appear with team icons
* Individual sharing shows specific member names
## FAQs
Shared contacts remain accessible to other team members with access. The departing member loses access, but contact information and sharing settings are preserved for the team.
Yes, all team members with access to a shared contact can view and edit the information. Changes sync in real-time across all users with access.
Shared contacts display sharing indicators in your contact list. Individual contact profiles also show sharing status and which team members have access.
Yes, select multiple contacts using the checkboxes next to each name, then use the "Manage access" option to share them all simultaneously with the same settings.
Shared number contacts are automatically accessible to all team members assigned to that phone number. Manually shared contacts let you control exactly who has access, regardless of phone number assignments.
Yes, return to the "Manage access" option for any contact and adjust the sharing settings. You can remove individual team members or remove sharing entirely to make the contact private.
<>
# Custom properties
Source: https://support.quo.com/core-concepts/contacts/custom-properties
Create custom fields and tags to organize contacts with business-specific information like customer type, follow-up dates, and more
## Overview
Custom properties let you organize contacts with business-specific information that goes beyond standard fields like name and phone number. Add tags, dates, URLs, addresses, and custom text fields to categorize contacts, track important details, and improve team collaboration.
## Understanding custom properties
Custom properties help you structure contact information in ways that make sense for your business:
### Property types available
* **Multi-select tags**: Categorize contacts with labels like "Customer", "Prospect", "VIP"
* **Text fields**: Add custom-named text properties for any information
* **Date fields**: Track follow-up dates, contract renewals, or important milestones
* **URL fields**: Store website links, social media profiles, or portfolio URLs
* **Address fields**: Record business addresses, shipping locations, or meeting venues
* **Phone and email**: Additional contact methods beyond the primary number
### Benefits for organization
* **Searchable data**: Filter and sort contacts based on custom property values
* **Team context**: Provide important background information for all team members
* **Workflow automation**: Use properties to trigger automated actions or reminders
* **Reporting insights**: Analyze contact data based on your custom categories
## Creating custom properties
Add custom fields that match your business needs and workflows.
1. Navigate to **Contacts** in the left menu
2. Select a contact from your list or open an existing conversation
3. In the contact details panel on the right, find the properties section
4. Click **+ Add a Property**
5. Choose your property type from the dropdown menu:
* Multi-select (for tags)
* Text (for custom text fields)
* Date (for important dates)
* URL (for website links)
* Address (for location information)
6. Configure the property settings and values
7. Save your changes
1. Open the **Contacts** tab
2. Select a contact to view their profile
3. Scroll to the properties section
4. Tap **Add Property** or the **+** icon
5. Select the type of property you want to add
6. Fill in the property details and values
7. Save to apply the custom property
Custom property fields you create become available for all contacts in your workspace. Team members can add, edit, or remove values from these fields.
## Property types and use cases
### Multi-select tags
Perfect for categorizing contacts with multiple labels:
**Business applications:**
* **Customer lifecycle**: "Lead", "Prospect", "Customer", "Inactive"
* **Priority levels**: "VIP", "Standard", "Low priority"
* **Business type**: "Retail", "Wholesale", "Partnership"
* **Geographic regions**: "Northeast", "West Coast", "International"
**Best practices:**
* Keep tag names short and clear
* Use consistent naming conventions
* Limit to 5-7 tags per category to avoid confusion
* Review and consolidate tags periodically
### Date properties
Track important timelines and deadlines:
**Common date fields:**
* **Follow-up date**: Next scheduled contact or call
* **Contract renewal**: Important business deadlines
* **Last contact**: When you last spoke with them
* **Anniversary date**: Relationship milestones or business anniversaries
### Text properties
Capture any custom information specific to your business:
**Examples:**
* **Account manager**: Assigned team member name
* **Preferred contact time**: Best times to reach them
* **Special requirements**: Unique needs or preferences
* **Company size**: Number of employees or revenue range
### URL properties
Store important web links and online presence:
**Use cases:**
* **Company website**: Main business website
* **LinkedIn profile**: Professional networking information
* **Portfolio URL**: Work samples or case studies
* **Social media**: Relevant business social profiles
### Address properties
Track physical locations and meeting places:
**Applications:**
* **Business address**: Main office or storefront location
* **Shipping address**: Delivery preferences
* **Meeting location**: Preferred venues for in-person meetings
* **Billing address**: Financial and invoicing information
## FAQs
Yes, you can remove custom properties from your workspace. However, deleting a property removes all data stored in that field across all contacts, so proceed carefully.
There's no strict limit to custom properties, but we recommend keeping the number manageable. Too many properties can make contact management overwhelming rather than helpful.
Yes, you can search and filter contacts based on custom property information. This makes it easy to find contacts with specific tags, dates, or other custom data.
When merging contacts, custom properties from both contacts are preserved. You may need to review and consolidate property values after merging.
Yes, you can include custom property data when importing contacts from CSV files. Map your CSV columns to the appropriate custom properties during the import process.
Yes, custom properties sync in real-time across all devices and platforms. Changes made on one device immediately appear on others.
Property types generally can't be changed after creation. If you need a different type, you'll need to create a new property and migrate the data manually.
<>
# Contact import
Source: https://support.quo.com/core-concepts/contacts/import
Import contacts from CSV files, Google Contacts, and your device to quickly build your Quo, formerly OpenPhone, business directory
## Overview
Quickly build your business contact directory by importing existing contacts from multiple sources. Quo offers a dedicated business address book that keeps your professional contacts separate from personal ones while enabling powerful collaboration features.
## Why use a separate contact list?
Quo's dedicated business address book provides several advantages:
* **Organization**: Separate business contacts from personal ones
* **Team collaboration**: Share business contacts without exposing personal information
* **Custom properties**: Tag and store business-specific information
* **Contact notes**: Team members can add collaborative notes
* **Advanced features**: Filtering, bulk operations, and custom workflows
## Import methods
### CSV file import
For large contact lists or migration from other systems.
#### Preparing your CSV file
[**Get our CSV template**](https://cdn.quo.com/CSV%20Import%20Template%20-%20CSV%20Import%20Template.csv) to ensure proper formatting.
**Requirements:**
* Every column must have a heading
* First Name and Last Name in separate columns
* Include country codes in phone numbers (+1 for US/Canada)
* Remove blank columns and rows
* Maximum 3,000 rows per upload for best performance
**Example CSV structure:**
![Sample CSV file on Google Sheets]()
#### Upload process
Go to [Quo Contacts](https://my.quo.com/contacts) in the web app and click **Import a CSV**.
Select your formatted .csv file from your computer.
![CSV upload interface]()
Match your CSV columns to Quo properties. Create custom properties if needed for unique data.
![Field identification step]()
![Field mapping interface]()
Name your import for future reference and click **Import**.
![Naming the import]()
#### Bulk sharing after import
Share imported contacts with team members:
![Bulk sharing contacts based on source]()
1. Go to **Contacts**
2. Filter by source (your CSV import)
3. Select all contacts
4. Click the share icon
5. Choose which shared numbers get access
6. Save settings
### Google Contacts sync
Automatically sync your Google contacts with Quo.
#### Setting up Google sync
1. Log into the [web app](https://my.quo.com/signup)
2. Go to **Settings → Contacts**
3. Click **Add an integration**
4. Sign in via Google to authorize access
![Google Contacts integration settings]()
![Adding Google integration]()
#### Imported properties
Quo imports these fields from Google Contacts:
* Contact name
* Company
* Title
* Location
* Phone number(s)
* Email(s)
#### Managing the sync
* **Multiple accounts**: Sync with multiple Google Contacts accounts
* **One-way sync**: Data flows from Google to Quo only
* **Manual refresh**: Resync to get new Google contacts
* **Revoke access**: Delete the integration anytime
The sync is not continuous. New contacts added to Google after setup require manual resyncing.
### Device contacts sync
Import contacts from your phone's address book.
1. Open Quo and tap your account icon
2. Go to **Settings → Contacts**
3. Select **Sync Contacts** and choose:
* **Don't sync**: No syncing
* **Sync to device**: One-time import
* **Sync everywhere**: Available across all devices
![iOS contacts sync options]()
Android contact sync currently has a bug. Use the Google Contacts workaround instead: sync your device contacts with Google Contacts, then integrate Google Contacts with Quo.
For manual permission management:
1. Open Android **Settings**
2. Go to **Apps & Notifications → Quo → Permissions**
3. Enable or disable **Contacts** permission
![Android permissions for contacts]()
#### Sync Contacts option missing on Android or iOS?
If the **Sync Contacts** option doesn't appear in your Quo app settings — and you only see options like "Sort order" and "AI-powered contact suggestions" — contact permission was denied when you first installed the app. Denying permission during installation hides the sync UI entirely.
**Fix on Android:**
1. Open your phone's **Settings**
2. Tap **Apps → Quo → Permissions**
3. Tap **Contacts** and select **Allow**
4. Return to Quo — the Sync Contacts option will now appear
**Fix on iOS:**
1. Open your phone's **Settings**
2. Tap **Quo → Contacts**
3. Toggle **Contacts** on
4. Return to Quo — the Sync Contacts option will now appear
***
## Managing contact permissions
### Revoking device access
If you need to revoke Quo's access to your device contacts:
1. Open device **Settings**
2. Find **Quo** in your apps list
3. Turn **Contacts** OFF
![Turning off contacts access on iOS]()
1. Go to device **Settings**
2. Select **Apps → Quo**
3. Tap **Permissions**
4. Disable **Contacts** permission
![Disabling contacts permission on Android]()
### Benefits of granting access
Allowing Quo to access your device contacts provides:
* Caller identification for incoming calls and messages
* Easy calling/texting without looking up numbers
* Seamless integration between personal and business contacts
## FAQs
Yes, export your contacts as a CSV file from your CRM and use our CSV import feature. To ensure your file is formatted correctly please [download our example template here](https://cdn.quo.com/CSV%20Import%20Template%20-%20CSV%20Import%20Template.csv). You can also see if we have a direct integration with your CRM.
Quo will detect potential duplicates during import. You can merge duplicates manually after import using our contact merging feature.
Yes, you can connect multiple Google Contacts accounts to import contacts from different Google accounts.
No, you need to explicitly share imported contacts with team members using the bulk sharing feature or individual contact sharing settings.
Yes, you can export your Quo contacts as a CSV file from the web app for backup or migration purposes.
The Sync Contacts option disappears when contact permission was denied during the initial app install. On Android, go to Settings → Apps → Quo → Permissions → Contacts and select Allow. On iOS, go to Settings → Quo → Contacts and toggle it on. After granting permission, the option will reappear in the Quo app.
## Additional integrations
Looking for more ways to manage contacts? Check out our [Zapier integration](https://support.quo.com/core-concepts/integrations/zapier) to sync contacts with other business applications.
***
**Need help?** [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll assist you!
# Managing contacts
Source: https://support.quo.com/core-concepts/contacts/managing-contacts
Add, edit, organize, and manage your business contacts with custom properties, bulk operations, and team collaboration features
## Overview
Quo, formerly OpenPhone, makes it easy to organize, edit, and manage your company contacts across your team. Customize fields, sync data, and collaborate on your contact database, all in one place.
## Adding contacts
### Manual contact creation
Create new contacts one at a time:
1. Go to **Contacts**
2. Select **Add contact**
3. Enter the name, phone number, and any business details
4. Click **Save**
### Import existing contacts
For larger lists or switching systems, import contacts via:
* CSV uploads (with templates)
* Google Contacts sync
* Phone contact sync
* **AI-powered contact suggestions**\
Quo can automatically surface potential new contacts from voicemails and call transcripts — no manual entry needed.
See our [import guide](import) for full instructions.
## Editing and managing contacts
### Mobile app
1. Open the Quo app
2. Tap **Contacts** (bottom right)
3. Tap the **+** icon
4. Enter contact info
5. Tap **Save**
1. Open **Contacts**
2. Select a contact
3. Edit the details or tap the menu icon → **Delete**
![Editing contacts on mobile]()
### Web/desktop app
1. Launch the [web](https://my.quo.com/signup) or desktop app
2. Click **Contacts**
3. Select **+** above the search bar
4. Add contact info and any custom properties
5. Click **Save**
1. Go to **Contacts**
2. Find the contact via search or scroll
3. Click the contact to edit
4. Or click **...** → **Delete**
![Deleting a contact]()
## Advanced contact operations
### Merging duplicate contacts
If a team member creates a duplicate contact, Quo makes it easy to clean it up.
Merging contacts is only available on web or desktop.
#### From a conversation
1. Open the conversation with the duplicate contact
2. Click the **Other matching contacts found** dropdown
3. Select **Merge contacts**
![Merging contacts in Quo]()
#### If no conversation exists
1. Open both contacts
2. Copy relevant fields from one to the other
3. Delete the duplicate contact
![Copying contact properties]()
### Bulk contact deletion
Clean up large lists in a few clicks.
Only available on web or desktop apps.
1. Log in to [web](https://my.quo.com/signup) or desktop app
2. Go to **Contacts**
3. Select multiple contacts (use filters to narrow)
4. Click the trash bin icon
5. Confirm deletion
![Bulk delete confirmation]()
Contact deletion is permanent. Confirm carefully before deleting.
## Contact enhancement features
### Custom properties
Capture the info that matters most with custom fields. Use tags, dates, dropdowns, and more. See our [custom properties guide](custom-properties) to get started.
### Contact notes
Add private notes to contacts so your whole team stays aligned. Learn how in our [contact notes guide](contact-notes).
### Contact sharing
Choose who on your team can view or edit each contact. See our [contact sharing guide](contact-sharing) to learn more.
## FAQs
No. Deleted contacts can't be recovered. You’ll need to re-add them manually, via CSV import, or through sync.
The merge option only appears if both contacts have the same phone number. If not, copy the details manually, then delete the duplicate.
Yes. From the web app, go to **Contacts**, open the settings menu, and select **Export as CSV**.
Mobile is great for quick changes like names or numbers. Web/desktop supports full editing, bulk actions, and custom fields.
Merge and delete permissions depend on a user’s **workspace role** and **contact ownership**. **Owners and Admins** can merge or delete any contact in the workspace, including contacts created by integrations. **Members** can only merge or delete contacts they've personally created.
Only workspace \*\*Owners, Admins, \*\*and the **original creator of the contact (when applicable)** can merge or delete contacts, including those created via Zapier.
Need help? [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Call views
Source: https://support.quo.com/core-concepts/inboxes/call-views
Monitor and manage all your calls with dedicated views for missed calls, voicemails, and call recordings
## Overview
Call views provide a call-centric perspective of your communications, making it easy to monitor, prioritize, and respond to important calls. Whether you need to return missed calls, review voicemails, or analyze team calling patterns, call views help you manage your communications more efficiently.
## Understanding call views
Call views offer a comprehensive overview of all calling activity with powerful filtering and organization features:
* **Centralized call management**: See all calls in one dedicated interface
* **Advanced filtering**: Focus on specific call types, team members, or timeframes
* **Quick actions**: Return calls, review recordings, and follow up directly from the view
* **Team collaboration**: Monitor team calling activity and coach performance
Call views are available for phone number-level Owners, Admins, and Members in your workspace across all Quo, formerly OpenPhone, plans.
## Accessing call views
### From web or desktop app
1. Select your desired phone number from the workspace sidebar
2. Click **Calls** at the top of your inbox (next to **Chats**)
3. Use filters to focus on specific call types or criteria
<>
![Call views interface in Quo web app]()
### From mobile app
1. If you have multiple numbers, tap your account image in the upper left
2. Select your desired phone number
3. Tap **Calls** at the top of your inbox
4. Use the filter icon in the upper right to refine your view
<>
![Accessing call views on mobile]()
![Call view filters on mobile]()
## Call view properties
Each call entry displays essential information for quick assessment and action:
**Contact information:**
* Contact name or phone number
* Company name (if available)
**Call details:**
* Call state: Voicemail, Call Ended, or Missed Call
* Call duration
* Call date and time
* Direction: Incoming or outgoing
**Team context:**
* Team member who handled the call
* Voicemail or call recording indicators
* Conversation status and tags
## Filtering call views
Use filters to focus on the calls that matter most to your workflow:
### Basic filters
* **Conversation state**: Open, Done, Any
* **Missed calls**: Recent missed calls requiring follow-up
* **Voicemail**: Calls with voicemail messages
* **Unresponded**: Missed calls or voicemails without team response
* **Direction**: Filter by incoming or outgoing calls
### Advanced filters
* **Team member**: View calls handled by specific team members
* **Date range**: Focus on calls from specific timeframes
* **Call duration**: Filter by call length
* **Custom properties**: Use contact tags or custom fields
![Call view filtering options]()
## Taking action from call views
Call views enable immediate action without switching interfaces:
### Direct actions
* **Return calls**: Click to call back missed contacts
* **Send messages**: Start text conversations from call history
* **Review recordings**: Access AI-generated summaries and transcripts
* **Update conversation status**: Mark as done or set follow-up reminders
### Team collaboration
* **Tag team members**: Alert colleagues about important calls
* **Pin conversations**: Mark priority interactions for later follow-up
* **Add notes**: Document call outcomes and next steps
* **Share insights**: Use call data for coaching and performance review
![Call view action panel]()
## Workflow optimization
### Daily call management
1. **Morning review**: Check unresponded calls and voicemails
2. **Priority calling**: Use filters to identify urgent callbacks
3. **Team coordination**: Monitor team response times and coverage
4. **End-of-day cleanup**: Mark completed calls as done
### Performance monitoring
* **Response time tracking**: Monitor how quickly calls are returned
* **Missed call analysis**: Identify patterns in missed calls
* **Team performance**: Compare calling metrics across team members
* **Customer satisfaction**: Track call outcomes and follow-up success
## FAQs
The Unresponded filter shows conversations where you received a missed call or voicemail from a contact and haven't attempted to call them back or send a message. Auto-replies aren't considered responses for this filter, ensuring you see calls that genuinely need human follow-up.
Call views refresh automatically every five seconds, ensuring you always see the most current information about your calling activity.
While direct export isn't available from call views, you can access detailed call history and analytics through your workspace settings for reporting and analysis purposes.
Call views focus specifically on phone calls and voicemails, while conversation views show both calls and text messages. Use call views when you need to prioritize calling activities and voice communication follow-ups.
Call views are specific to each phone number in your workspace. To see calls from multiple numbers, you'll need to switch between phone numbers or use workspace-level reporting features.
Use call views to monitor response times, identify missed opportunities, and review call recordings. Filter by team member to analyze individual performance and identify coaching opportunities for improved customer communication.
Calls handled by former team members remain visible in call views, but their names may be replaced with their phone numbers. This ensures continuity in your call history and customer relationship tracking.
While call views don't have custom notifications, you can use the Unresponded filter to quickly identify calls requiring attention and check this view regularly as part of your daily workflow.
<>
# Conversation status
Source: https://support.quo.com/core-concepts/inboxes/conversation-status
Track and manage conversation states to organize your communications and ensure timely follow-ups
## Overview
Conversation status management is the foundation of efficient inbox organization in Quo, formerly OpenPhone. By understanding and strategically using the three conversation states - Open, Unread, and Done - you can maintain clarity about what needs attention, what's been completed, and what requires follow-up.
For detailed conversation management workflows and advanced strategies, see the [Conversations guide](/core-concepts/inboxes/conversations).
## The three conversation states
### Open conversations
**The default active state for ongoing communications**
* Automatically assigned to all new incoming messages and calls
* Indicates conversations that may need attention or monitoring
* Visible in your main inbox view without additional filtering
* Remains open until manually changed to unread or done
**When to keep conversations open:**
* Active customer discussions in progress
* Ongoing project communications
* Conversations you're monitoring but don't need immediate action
### Unread conversations
**Personal and team reminder system**
* Creates notification indicators visible across all devices
* Alerts team members to messages requiring attention
* Functions as a task management system for communications
* Syncs across all team members in real-time
**Strategic uses for unread status:**
* **Personal reminders**: Mark conversations you need to respond to later
* **Team coordination**: Alert colleagues to important incoming messages
* **Priority flagging**: Highlight urgent conversations for immediate attention
* **Handoff management**: Signal when passing conversations between team members
### Done conversations
**Archive system for completed interactions**
* Moves conversations out of main inbox view while preserving history
* Accessible through "Done" filter for reference and follow-up review
* Perfect for maintaining "inbox zero" without losing conversation history
* Conversations can be reopened if follow-up becomes necessary
**Ideal for marking done:**
* Resolved customer support issues
* Completed project communications
* One-time informational exchanges (verification codes, confirmations)
* Promotional or marketing messages that don't require response
## Quick status management
### Keyboard shortcuts (Web/Desktop)
| Mac | Windows | Action |
| --------------------------- | ------------------------------ | --------------------------------------------- |
| ↑ / ↓ | ↑ / ↓ | Preview conversations without marking as read |
| Enter | Enter | Reply to selected conversation |
| ⌘ + E | Ctrl + E | Mark conversation as done |
| ⌘ + U | Ctrl + U | Mark conversation as read or unread |
| ⌘ + / | Ctrl + / | Search your workspace |
| ⌘ + K | Ctrl + K | Access command menu to see available actions |
### Mobile gestures
* **Swipe left** → Mark as done
* **Swipe right** → Mark as unread
* **Tap conversation** → Mark as read (if unread)
### Status indicators
* **Blue dot** → Unread messages requiring attention
* **No indicator** → Open conversation (read but active)
* **Hidden from main view** → Done conversation (check Done filter)
## Status workflow principles
### Daily productivity cycle
1. **Morning**: Start with unread filter to see overnight messages
2. **Throughout day**: Keep important conversations open, mark routine items done
3. **End of day**: Review open conversations, mark completed items done
4. **Weekly**: Check done conversations for any missed follow-up opportunities
### Team coordination
**Shared responsibility model:**
* Unread status signals need for team attention
* Open status indicates ongoing team monitoring
* Done status confirms completion to entire team
**Avoid status conflicts:**
* Establish team conventions for when to mark conversations done
* Use unread strategically rather than as default for all follow-ups
* Communicate handoffs clearly when changing conversation ownership
## Integration with filtering
Conversation statuses work seamlessly with Quo's filtering system:
* **Filter by status** to focus on specific conversation types
* **Combine with other filters** (team member, company, custom properties)
* **Create focused workflows** using status + filter combinations
* **Monitor team performance** by tracking status changes over time
Status management becomes more powerful when combined with [inbox filtering](/core-concepts/inboxes/views-and-filter) and [search capabilities](/core-concepts/inboxes/search).
## Common status scenarios
### Customer support workflows
* **Open**: Active support cases being worked
* **Unread**: New issues requiring team assignment
* **Done**: Resolved cases with satisfied customers
### Sales communications
* **Open**: Active prospect conversations
* **Unread**: New leads requiring follow-up
* **Done**: Closed deals or disqualified prospects
### Internal coordination
* **Open**: Ongoing project discussions
* **Unread**: Action items requiring specific team member attention
* **Done**: Completed tasks and resolved discussions
## FAQs
When you view an unread conversation, it automatically becomes "read" but remains "open." Open is the default active state, while unread is specifically for messages no team member has viewed yet. You can manually mark read conversations as unread again for follow-up reminders.
Yes, conversation status changes are shared across your entire team in real-time. When any team member marks a conversation as done, unread, or open, it updates for everyone immediately. This prevents duplicate work and ensures consistent conversation tracking.
Absolutely. Conversation statuses are flexible and reversible. If you mark something done by mistake, simply find it in the Done filter and mark it open or unread again. Status changes are instant and can be modified as often as needed.
Done conversations remain accessible indefinitely through the Done filter. There's no automatic deletion, so you can always reference past communications, reopen conversations if needed, or review conversation history for context.
# Conversations
Source: https://support.quo.com/core-concepts/inboxes/conversations
Manage conversation states with marking as unread, done, and organizing your inbox for efficient follow-ups
## Overview
Conversation management in Quo, formerly OpenPhone, helps you stay organized and ensures important communications never slip through the cracks. Use conversation states, statuses, and organization features to maintain an efficient workflow and prioritize customer interactions effectively.
## Understanding conversation states
Conversations in Quo have distinct states that help you track and prioritize your communications:
| | |
| ------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Open | - Active conversations requiring attention or follow-up
- Default state for new incoming messages and calls
- Visible in your main inbox view for immediate access
|
| Unread | - Messages or calls not yet viewed by any team member
- Display notification indicators on phone numbers
- Serve as automatic reminders for timely responses
|
| Done | - Completed interactions archived from main view
- Accessible through the "Done" filter when needed
- Maintain conversation history for future reference
|
Conversation states help you maintain inbox zero while preserving important communication history.
***
## Pinning conversations
Pin up to 50 conversations to keep important threads at the top of your inbox for quick access.
Pinned conversations appear above all other messages in your inbox.
### Pin or unpin a conversation
1. Right-click any conversation
2. Select **Pin conversation**
To unpin, right-click the pinned conversation and select **Unpin conversation**.
If you’ve reached the 50 pin limit, you’ll see a notification.
***
## Marking conversations as done
Use the "Done" status to clear completed tasks and keep your inbox organized. Available on web/desktop and for iOS and Android on the mobile app.
### From web or desktop app
1. Launch the Quo web app or desktop application
2. Select the conversation you want to mark as done
3. Click the **Checkmark (✓)** icon to mark the conversation as complete
The conversation will move out of your main inbox but remain accessible through the **"Done"** filter.
![Mark conversation as done in web app]()
1. Launch the Quo web app or desktop application
2. Click the photos next to each conversation that you want to mark as **Done**
3. Click the **Checkmark (✓)** icon at the bottom of the conversation tab
### From mobile app
1. Launch Quo on your mobile device
2. From your conversation inbox, swipe the conversation left
3. Tap **Done** to mark the conversation as complete
![Mark conversation as done on mobile device]()
1. Launch the Quo on your mobile device
2. Tap the **Circled Checkmark** icon to the top right of your inbox name
3. Tap the conversations you want to mark as **Done**
4. Tap **Move to Done** at the bottom of the screen
***
## Marking conversations as unread
Use the **"Unread"** status as a personal or team reminder system. Available on web/desktop and for iOS and Android on the mobile app.
### From web or desktop app
1. Launch the Quo web app or desktop application
2. Select the conversation you want to mark as unread
3. Click the **envelope** icon to mark as unread
![Mark conversation as unread in web app]()
1. Launch the Quo web app or desktop application
2. Click the photos next to each conversation that you want to mark as **Unread**
3. Click the **envelope** icon at the bottom of the conversation tab
### From mobile app
1. Launch Quo on your mobile device
2. From your conversation inbox, swipe the conversation right
3. The conversation will be marked as unread with a notification indicator
![Mark conversation as unread on mobile]()
1. Launch the Quo on your mobile device
2. Tap the **Circled Checkmark** icon to the top right of your inbox name
3. Tap the conversations you want to mark as **Unread**
4. Tap **Mark as unread** at the bottom of the screen
***
## Conversation workflow strategies
### Personal productivity workflows
1. **Morning review**: Check unread conversations and prioritize responses
2. **Active work**: Keep important conversations open during discussions
3. **Completion tracking**: Mark conversations done when resolved
4. **Follow-up system**: Use unread status for items needing later attention
* **Urgent**: Keep open for immediate attention
* **Follow-up needed**: Mark unread as personal reminders
* **Completed**: Mark done to maintain inbox clarity
* **Reference**: Access through done filter when needed
### Team collaboration workflows
* **Unread indicators**: Alert team members to new customer messages
* **Status coordination**: Use consistent marking to avoid duplicate work
* **Handoff management**: Mark unread when passing conversations between team members
* **Completion tracking**: Mark done when customer issues are resolved
* **Morning standup**: Review unread and open conversations as a team
* **Coverage planning**: Ensure all unread conversations have assigned owners
* **End-of-day cleanup**: Mark completed conversations as done
* **Weekly review**: Check done conversations for follow-up opportunities
***
## Team workflow strategies for conversation management
### When to mark conversations done
* **Customer issue resolved**: Problem solved and customer satisfied
* **Information delivered**: Verification codes, confirmations, or updates sent
* **One-time interactions**: Promotional messages or temporary communications
* **Completed tasks**: Delegated work finished and confirmed
* **Archived references**: Important but inactive conversations
### When to mark conversations unread
* **Follow-up required**: Need to respond but not immediately available
* **Team coordination**: Alert colleagues to important messages
* **Reminder system**: Personal flags for later action
* **Pending information**: Waiting for details before responding
* **Priority flagging**: Mark important conversations for quick identification
### Maintaining inbox organization
* Review unread conversations first thing each morning
* Mark conversations done immediately upon completion
* Use unread status strategically for genuine follow-ups
* Archive promotional or verification messages promptly
* Review done conversations for any missed follow-ups
* Clean up old conversations that no longer need tracking
* Assess conversation flow patterns for process improvements
* Update team workflows based on conversation volume
***
## Advanced conversation management
### Keyboard shortcuts
For faster conversation management on web and desktop:
| Mac | Windows | Action |
| ------------------------------ | ------------------------------------------------- | ------------------------------------------------------- |
| ↑ / ↓ | ↑ / ↓ | Preview conversations without marking as read |
| Enter | Enter | Reply to selected conversation |
| / | / | Access snippets, GIFs, and invites in the message field |
| ⌘ + E | Ctrl + E | Mark conversation as done |
| ⌘ + U | Ctrl + U | Mark conversation as read or unread |
| Ctrl + C | Alt + C | Start a call from anywhere |
| ⌘ + I | Ctrl + Shift + I | Call the contact from the conversation you have open |
| Ctrl + N | Alt + N | Start a new message from anywhere |
| ⌘ + / | Ctrl + / | Search your workspace |
| ⌘ + K | Ctrl + K | Access command menu to see available actions |
***
### Integration with other features
**Contact management:**
* Add notes to contacts based on conversation outcomes
* Tag contacts with relevant information for future reference
* Update contact properties based on conversation insights
**Team coordination:**
* Use @ mentions in conversations for team member alerts
* Pin important conversations for team visibility
* Share conversation insights during team meetings
**Performance tracking:**
* Monitor response times to unread conversations
* Track conversation completion rates
* Analyze conversation patterns for workflow optimization
***
## FAQs
Open conversations are active discussions that may or may not have been read, while unread conversations specifically contain messages that no team member has viewed yet. A conversation can be both open and unread, but once marked as done, it's neither open nor unread.
Yes, conversations marked as done aren't deleted. Access them through the "Done" filter in your inbox. You can also mark them as open or unread again if needed for continued communication.
Yes, conversation states (open, unread, done) sync across all your devices and team members in real-time. When you mark a conversation as done on your phone, it immediately updates on your desktop and for your team.
Conversation states are shared across your team. When any team member marks a conversation as read, unread, or done, it updates for everyone. This prevents duplicate work and ensures consistent conversation tracking.
Yes! You can mark multiple conversations as **Done** by selecting the conversations and tapping the checkmark that appears at the bottom of the conversation list.
![Mark multiple conversations as Done]()
When you archive a phone number, all conversation states are preserved. If you later reactivate the number, conversations will maintain their previous states (open, done, unread).
Done conversations remain accessible indefinitely through the Done filter. There's no automatic deletion of conversation history, ensuring you always have access to past communications when needed.
While there's no automatic conversation marking, you can use filters to quickly identify conversations that might be ready for marking as done, such as conversations with only verification codes or promotional messages.
Pinned conversations appear in the order they were pinned. They can’t be manually rearranged.
# Inboxes
Source: https://support.quo.com/core-concepts/inboxes/overview
Understand how inboxes organize conversations and streamline team communication in Quo, formerly OpenPhone
## Overview
Quo inboxes organize all your communications around specific phone numbers, giving you a unified view of calls, messages, voicemails, and recordings in one place. Unlike traditional phone systems that scatter communications across different menus, inboxes provide a complete conversation history for better customer relationships and team collaboration.
## What is an inbox?
An inbox contains all communications tied to a specific phone number. Every call, text message, voicemail, and call recording appears in chronological order, creating a complete customer interaction history.
![Quo inbox interface overview]()
### Key benefits
* All communication types in one thread
* Complete 360-degree view of customer interactions
* Historical context for new team members
* Custom names and numbers for easy identification
* Categorize conversations into different buckets
* Quick context switching between different business areas
* Inbox-level access control
* Real-time collaboration on customer issues
* Performance analytics and insights
***
## Team collaboration with shared inboxes
Quo works best when you share inboxes with your team.
### Why share inboxes?
* **Visibility**: See exactly which team members are communicating with customers, ensuring efficient team coordination.
* **Collaboration**: Get help from team members in real-time without switching between multiple apps to troubleshoot customer issues.
* **Analytics**: Clear picture of team performance with detailed call and message handling metrics.
![Team collaboration in shared inboxes]()
Perfect for businesses with multiple locations, sales teams handling different regions, or any scenario where specific team members need access to particular phone numbers.
***
## Making calls and sending messages
### Making calls
* Click the **Call icon** in the Calls or Chats menus
* Use keyboard shortcut Ctrl + C (Mac) **or** Alt + C (Windows) and dial a number
![Making calls from desktop]()
* Tap the **Keypad** at the bottom of your screen
* Direct dial from your mobile interface
### Sending messages
You'll need to complete your [10DLC registration](https://support.quo.com/getting-started/carrier-registration/carrier-registration#all-openphone-users-must-register-to-text-us-numbers) or [toll-free number registration](https://support.quo.com/getting-started/carrier-registration/toll-free-registration#toll-free-registration) to send messages.
* Click the **Chat icon** in the Calls or Chats menus
* Use keyboard shortcut Ctrl + N (Mac) **or** Alt + N (Windows) and to start a new conversation
![Sending messages from mobile]()
* Tap the **Pencil icon** in the lower right corner
***
## Navigating your communications
### Chats view
Your Chats menu shows all interactions with each contact, including texts, calls, recordings, and internal comments.
* **Open**: Ongoing conversations requiring attention
* **Done**: Completed conversations ready for archival
![Chat conversation management]()
* **Unread**: New messages requiring attention
* **Unresponded**: Messages awaiting your reply
* **Company**: Filter by business or organization
* **Custom tags**: Filter by VIP status or other custom properties
![Filtering conversations in Quo]()
### Calls view
Your Calls menu provides a focused view of call data across your workspace
* Unresponded calls
* Voicemail indicators
* Inbound vs outbound call direction
* Team member call activity
* Call recordings (when enabled)
* AI call summaries and transcriptions
* Team member filtering options
![Calls view in Quo]()
***
## Keyboard shortcuts
Boost your productivity with these keyboard shortcuts (web and desktop only):
| Mac | Windows | Action |
| ---------------------------------------------- | ------------------------------------------------- | ------------------------------------------------------- |
| ↑ / ↓ | ↑ / ↓ | Preview conversations without marking as read |
| Enter | Enter | Reply to selected conversation |
| / | / | Access snippets, GIFs, and invites in the message field |
| ⌘ + E | Ctrl + E | Mark conversation as done |
| ⌘ + U | Ctrl + U | Mark conversation as read or unread |
| Ctrl + C | Alt + C | Start a call from anywhere |
| ⌘ + Shift + I | Ctrl + Shift + I | Call the contact from the conversation you have open |
| Ctrl + N | Alt + N | Start a new message from anywhere |
| ⌘ + / | Ctrl + / | Search your workspace |
| ⌘ + K | Ctrl + K | Access command menu to see available actions |
***
## FAQs
Yes, each phone number gets its own inbox. This allows you to separate different business lines, departments, or customer types while maintaining organized communication threads.
When you share an inbox, all assigned team members can view and participate in conversations. You control access at the phone number level, so team members only see inboxes they're assigned to.
Done conversations are archived but remain searchable. You can always change them back to Open status if follow-up is needed. This helps keep active conversations visible while preserving history.
Conversations are sorted by most recent activity by default. You can filter by various criteria (unread, unresponded, tags) but the chronological sorting helps ensure you never miss important communications.
# Inbox search
Source: https://support.quo.com/core-concepts/inboxes/search
Find contacts and conversations quickly using powerful search features across your Quo, formerly OpenPhone, workspace
## Overview
Quo's search functionality helps you quickly locate contacts, conversations, and specific messages across your workspace. Whether you're looking for a recent conversation or trying to find a contact from months ago, powerful search tools ensure you can access the information you need instantly.
## Understanding search capabilities
Quo search works across multiple data types and locations:
**Searchable content:**
* Contact names and company information
* Phone numbers and contact details
* Conversation content and message text
* Custom contact properties and tags
* Call history and voicemail transcripts
**Search scope:**
* Current phone number conversations
* All workspace contacts
* Archived conversations in "Done" status
* Team member activity and assignments
Search results are filtered by the currently selected phone number, so ensure you're viewing the correct inbox for comprehensive results.
## Searching for contacts
### From web or desktop app
1. Launch the Quo web app
2. Click "Contacts" in the left sidebar
3. Use the search bar at the top of the contacts list
4. Type the contact name, company, or phone number
5. Select the desired contact from the results
6. Use the call (📞) or message (💬) icons to initiate communication
![Selecting contacts from Quo interface]()
![Contact communication options after search]()
### From mobile app
1. Launch the Quo mobile app
2. Tap the search icon (🔍) in the upper right corner
3. Type the contact name, number, or company
4. Select the contact from the search results
5. Choose to call or message directly from the contact profile
<>
![Finding and messaging contacts on mobile]()
## Searching conversations
### Inbox-specific search
When searching within a specific phone number's inbox:
1. **Select the correct inbox**: Choose the phone number where the conversation occurred
2. **Use conversation search**: Look for recent messages within that inbox
3. **Check multiple statuses**: Search in Open, Done, and Unread conversation filters
4. **Expand timeframe**: Some conversations may be archived in "Done" status
If you can't find a conversation in the current inbox, check the "Done" filter where completed conversations are stored.
### Cross-inbox contact tracking
For contacts who communicate through multiple phone numbers:
**Add contact notes**: Include which Quo number you use to communicate with specific contacts:
![Adding notes to contacts for tracking]()
**Use contact properties**: Tag contacts with relevant information for easier searching and organization.
## Advanced search techniques
### Search operators and filters
**Exact phrase search:**
* Use quotation marks for exact phrase matching
* Example: "project update" finds only messages containing that exact phrase
**Contact property search:**
* Search by custom contact fields and tags
* Filter results by company, role, or custom properties
* Combine multiple search criteria for precise results
**Date-based search:**
* Use conversation filters to narrow by timeframe
* Combine with search terms for time-specific results
* Access historical conversations through "Done" filter
### Search best practices
**Optimize search success:**
* **Be specific**: Use unique names or distinctive phrases
* **Try variations**: Search different spellings or formats
* **Use contact info**: Search by phone numbers if names don't work
* **Check all inboxes**: Verify you're searching the correct phone number
* **Include archived**: Don't forget to check "Done" conversations
**Maintain searchable contacts:**
* **Complete contact profiles**: Add company names and relevant details
* **Use consistent naming**: Standardize how you save contact names
* **Add descriptive notes**: Include context that helps with future searches
* **Tag appropriately**: Use custom properties for categorization
## Troubleshooting search issues
### Common search problems
**Can't find recent conversations:**
1. Verify you're in the correct phone number inbox
2. Check if the conversation is marked as "Done"
3. Ensure you have access to that phone number
4. Try searching by contact phone number instead of name
**Contact not appearing in results:**
1. Confirm the contact is saved in your workspace
2. Check for typos in contact name or search term
3. Try searching by phone number or company name
4. Verify the contact isn't deleted or archived
**Limited search results:**
1. Expand search to include "Done" conversations
2. Try broader search terms or partial matches
3. Check if contact properties contain searchable information
4. Consider if the contact communicated through a different phone number
### Search optimization strategies
**Proactive contact management:**
* **Regular cleanup**: Remove duplicate or outdated contacts
* **Consistent formatting**: Use standard naming conventions
* **Rich profiles**: Add company, role, and relevant details
* **Strategic tagging**: Use custom properties for easy filtering
**Team search coordination:**
* **Shared naming conventions**: Establish team standards for contact names
* **Contact ownership**: Assign primary contact managers for complex accounts
* **Search documentation**: Share tips for finding specific contact types
* **Regular training**: Keep team updated on search features and best practices
## Search workflow integration
### Daily search habits
**Morning routine:**
* Search for priority contacts requiring follow-up
* Review recent conversations with key clients
* Identify new contacts needing profile completion
**Throughout the day:**
* Quick contact lookup before important calls
* Search conversation history for context before responding
* Find relevant team members for collaboration
**End-of-day organization:**
* Search for incomplete conversations needing follow-up
* Update contact information based on recent interactions
* Tag conversations for easy future retrieval
### Team collaboration
**Shared search strategies:**
* Document common search terms for important clients
* Share contact property conventions across the team
* Create searchable references for complex account structures
* Maintain updated contact profiles for team accessibility
## FAQs
The most common reason is that you're searching in the wrong phone number inbox. Conversations are tied to specific phone numbers, so make sure you've selected the correct inbox. Also check the "Done" filter, as completed conversations are archived there but remain searchable.
Quo search focuses on contact names, phone numbers, and contact properties rather than full message content search. For finding specific text messages, navigate to the conversation and use your browser's find function (Ctrl+F or Cmd+F). For call transcripts, you can use the built-in [search within transcripts](/core-concepts/calling/summaries-and-transcripts#searching-within-transcripts) feature to find specific words or phrases (Business and Scale plans).
Contact search works across your entire workspace regardless of phone number, but conversation search is specific to each inbox. To find conversations across multiple numbers, you'll need to search each inbox individually.
Contact search includes names, company names, phone numbers, and custom contact properties you've added. It also searches notes and tags associated with contacts, making comprehensive contact profiles important for search success.
While there's no saved search feature, you can use custom contact properties and tags to create searchable categories. This allows you to filter contacts by specific criteria quickly and repeatedly.
Use the Contacts section rather than searching within conversation inboxes. This shows all saved contacts regardless of whether they have active conversations, allowing you to find contacts you've saved but haven't recently communicated with.
Contacts and conversations remain searchable even after team members leave. However, contact ownership or assignment information may change, so it's helpful to update contact records when team changes occur.
While there's no specific date search function, you can use conversation filters (Open, Done, Unread) combined with contact search to narrow results. For more specific date-based searches, navigate to the relevant conversation history manually.
<>
# Inbox filters
Source: https://support.quo.com/core-concepts/inboxes/views-and-filter
Use filters and views to organize conversations by status, properties, and custom criteria for efficient inbox management.
## Overview
Inbox filtering in Quo lets you focus on the conversations and calls that matter most. Your inbox has two views, **Chats** and **Calls**, each with its own set of filters. Filter by status, company, team member, custom contact properties, and more to keep your workflow organized.
**Filters apply to the inbox and view you're currently in.**
***
**Chats view** filters help you find and prioritize conversations with contacts. You can filter by conversation status, company, or custom contact properties you've set up.
![Chats view Quo inbox filters]()
| Filter | Web / Desktop | Mobile |
| ---------------------------------- | ------------- | ------ |
| Open / Done / Unread | ✅ | ✅ |
| Unresponded | ✅ | ✅ |
| Company | ✅ | ✅ |
| Custom properties (Tags-type only) | ✅ | ✅ |
**Calls view** filters help you find specific call records. You can filter by call outcome, direction, team member, and more. Some filters are only available on web and desktop.
![Calls view Quo inbox filters]()
| Filter | Web / Desktop | Mobile |
| ------------------- | ------------- | ------ |
| Open / Done | ✅ | ✅ |
| Unresponded | ✅ | ✅ |
| Missed | ✅ | ✅ |
| Voicemail | ✅ | ✅ |
| Handled by Sona | ✅ | ✅ |
| AI call tags | ✅ | ✅ |
| Direction | ✅ | ❌ |
| Team member | ✅ | ❌ |
| Ended / In progress | ✅ | ❌ |
| Date | ✅ | ❌ |
***
## Understanding filtering concepts
Quo offers two types of filters that differ slightly depending on the view you're in: **Conversation status filters** that appear as pill buttons in the toolbar, and **Advanced** **filters** that are accessed by clicking or tapping the **Filter** button.
Learn more about the available filters in the toggles:
| Conversation status filter | What it shows |
| :------------------------- | :-------------------------------------------------- |
| **Open** | Active conversations requiring attention |
| **Done** | Completed conversations archived from the main view |
| **Unread** | Messages not yet viewed by any team member |
| **Unresponded** | Conversations with no team reply yet |
***
| Advanced filter | What it shows |
| :-------------------- | :-------------------------------------------------------------------------------- |
| **Company** | Conversations filtered by the company associated with a contact |
| **Custom properties** | Conversations filtered by any **Tags-type** custom contact property you've set up |
| Conversation status filter | What it shows |
| :------------------------- | :------------------------------------------------- |
| **Open** | Active call records |
| **Done** | Completed call records archived from the main view |
| **Unresponded** | Missed calls with no callback yet |
| **Missed** | Calls you didn't answer |
| **Voicemail** | Calls where the contact left a voicemail |
| **Direction** | Incoming or outgoing calls |
| **Handled by Sona** | Calls handled by your AI agent |
***
| Advanced filter | What it shows |
| :---------------------- | :------------------------------------------------- |
| **Team member** | Calls filtered by the team member who participated |
| **AI call tags** | Calls filtered by AI-generated call tags |
| **Ended / In progress** | Call records filtered by current call state |
| **Date** | Call records filtered by a specific date |
Filters work within each phone number inbox, so select the correct inbox before applying filters for comprehensive results.
***
## Basic conversation status management
Understanding when and how to use each status helps maintain inbox organization.
Statues are applied from the **Chats view.** You automatically land here when you open an inbox and this is where you can see all of your conversations.
**Mark as Done:**
* Use when conversations are completed and resolved
* Perfect for verification codes, confirmations, and one-time communications
* Removes conversations from main view while preserving history
![Lt Markdone Inboxfilters Quo 05 13 2026]()
**Mark as Unread:**
* Creates active notifications for follow-up reminders
* Useful when you need to respond but aren't immediately available
* Helps coordinate team responsibilities for shared conversations
Hover over conversations to mark them **Done or Unread** quickly from your inbox.
![Lt Markunread Inboxfilters Quo 05 13 2026]()
1. Select a conversation from your inbox
2. Choose a status action:
* Click the **square icon** to mark as **unread**
* Click the **checkmark (✓)** icon to mark as **done**
* From the main Chats view on mobile, there are two ways to update a conversation status:
1. Swipe gestures
* **Swipe right** to mark a conversation as unread
* **Swipe left** to mark a conversation as done
2. Long press
1. Press and hold the conversation you want to mark
2. Tap "Mark as unread" or "Move to done" in the pop-up
![Longpress Ios]()
***
## Advanced filtering features
Advanced filters are available with the **Filter** button in both the Chats and Calls views. The options differ depending on which view you're in.
**Chats view advanced filters:**
* **Company**: Filter by company name associated with a contact
* **Tags-type custom properties**: Filter by any Tags-type custom contact property you've created (for example, a "Membership tier" property with tags like Gold, Silver, and Bronze)
**Calls view advanced filters:**
* **Team member**: Filter calls by the team member who participated
* **Ended / In progress**: Filter by current call state
* **Date**: Filter by call date
* **Call tags**: Filter by AI-generated call tags. See [AI call tags](https://support.quo.com/core-concepts/ai-automations/ai-call-tags) for more information.
***
### Setting up custom contact properties for filtering
Only **Tags**-type custom contact properties appear as filter options in the Chats view. To use a custom property as a filter, create it as a Tags type first — once created, it appears on all contacts.
1. Open any conversation
2. In the contact panel on the right, click **Add a property**
3. Select **Tags** as the property type
4. Name the property and add your tags (for example, a "Membership tier" property with tags like Gold, Silver, and Bronze)
![Lt Addcustomproperty Inboxfilters Contacttags Quo 05 13 2026]()
1. Tap **Contacts** at the bottom of the screen
2. Tap a contact
3. Tap **Add a property**
4. Select **Tags** as the property type
5. Name the property and add your tags
6. Tap **Save**
![Addcustomproperty Ios]()
***
### Setting up advanced filters on web/desktop
1. Click **Chats** to make sure you're in the Chats view
2. Click **Filter**
3. Select a filter type:
* **Company** for organization-based filtering
* Any Tags-type custom contact property for tag-based filtering
4. Select your criteria
5. Click **+** to add additional filters
1. Click **Calls** to switch to the Calls view
2. Use the pill buttons to toggle **Missed**, **Voicemail**, **Unresponded**, **Direction**, or **Handled by Sona**
3. Click **Filter** for additional filters:
* **Team member** to filter by who participated in the call
* **Ended** or **In progress** to filter by call state
* **Date** to filter by call date
* **Call tags** to filter by AI-generated tags
4. Click **+** to add additional filters
***
### Managing multiple filters
**Adding filters:**
* Click **+** to add additional filter criteria
* Combine different filter types for precise results
**Modifying filters:**
* Click **is** between the filter name and value to adjust criteria
**Removing filters:**
* **On web/desktop:** Click **x** next to a filter name to remove it
* **On mobile:** Tap **Clear all filters** to return to the full view
***
## Mobile filtering workflows
The Quo mobile app supports filtering in both the Chats and Calls views — use Chats to find specific conversations, or Calls to see how your calls have been handled.
1. Tap the filter icon in the upper right corner
2. Select your filter criteria:
* **Open**, **Done**, **Unread**, or **Unresponded** for status filtering
* **Company** for organization-based filtering
* Any Tags-type custom contact property for tag-based filtering
3. Tap **Done** to apply
4. To add multiple filters, select additional options before tapping **Done**
5. To clear all filters, tap **Clear all**
![Applyfilters Ios]()
1. Tap **Calls** at the top of the inbox
2. Use the pill buttons to toggle **Missed**, **Voicemail**, **Unresponded**, or **Handled by Sona**
3. Tap the filter icon for additional filters:
* **Call tags** to filter by AI-generated tags
4. Tap **Done** to apply
5. To clear all filters, tap **Clear all**
![Callsviewfilter Ios]()
**Team member filtering isn't available on mobile**. On web and desktop, it's available in the Calls view only.
***
## Managing multiple phone numbers
### Phone number-specific filtering
Each phone number in your workspace maintains separate conversation filtering.
**Single number users:**
* Apply standard conversation status filters (Open, Done, Unread)
* Use advanced filters for contact properties and call management
* Focus on workflow optimization within a single inbox
**Multiple number users:**
* **Separate filtering per inbox**: Each phone number has independent filter settings
* **Consistent organization**: Apply similar filtering strategies across numbers
* **Context switching**: Each inbox's filters stay in place when you switch back and forth between numbers
***
### Switching between phone numbers
You'll automatically land in the **Chats view** when you switch between inboxes.
**From web and desktop:**
1. View available numbers under **Inboxes** in the left sidebar
2. Click the **Inbox** you want to switch to
3. Apply filters for that number's conversations
![Lt Switchinboxes Inboxfilters Quo 05 13 2026]()
**From mobile:**
1. Tap your account image in the upper left corner
2. Select the number you want under **Inboxes**
3. Apply filters for that number's conversations
![Chooseinbox Ios]()
***
## Filter workflow strategies
### Daily productivity workflows
* Start with **Unread** to see new messages, then switch to **Unresponded** for anything needing a reply
* Mark conversations **Done** immediately on completion to keep your inbox accurate
* Use **custom property filters** to focus on specific client groups
### Team collaboration strategies
* Establish shared conventions for marking conversations **Done** so filters stay reliable
* Use **Team member** in the **Calls view (web/desktop)** to see which calls each person handled
* Check **Unresponded** regularly to catch anything that's fallen through the cracks
***
## Troubleshooting filtering issues
If your filters aren't returning the results you expect, or conversations are missing from a filtered view, the steps below can help you identify the cause and keep your filters working accurately over time.
1. **Verify phone number selection**: Make sure you're viewing the correct inbox
2. **Check your view**: Some filters are only available in the Chats or Calls view — confirm you're in the right one
3. **Check filter criteria**: Confirm filter settings match your intentions
4. **Review conversation states**: Conversations may be in a different status than expected
1. **Expand filter criteria**: Try broader or different filter combinations
2. **Check Done conversations**: Completed conversations may be archived
3. **Verify contact properties**: Make sure contacts have the necessary tags or properties
4. **Review team permissions**: Confirm access to the relevant conversations
* **Regular filter review**: Periodically assess and update filter strategies
* **Contact property maintenance**: Keep custom properties current and relevant
* **Team training**: Make sure all team members understand filtering conventions
* **Workflow documentation**: Document effective filter combinations for consistent use
***
## FAQs
* **Unread** shows conversations where no team member has viewed new messages.
* **Unresponded** shows conversations where you received messages or missed calls but haven't replied.
**Unread tracks viewing activity; Unresponded tracks response activity.**
Quo doesn't save custom filter combinations, but you can quickly recreate useful filter sets. Consider documenting effective filter combinations for your team.
No. Filters apply to individual phone number inboxes. Each phone number has its own filter settings.
Only **Tags**-type custom contact properties appear as filter options in the Chats view. Other property types (Text, Number, Date, etc.) aren't available as filters.
**Tags properties let you categorize contacts and filter conversations by those categories.**
Team member filtering shows calls where a specific team member participated. **It's only available in the Calls view on web and desktop** — it isn't available on mobile or in the Chats view.
Date filtering is available in the Calls view on web and desktop via the **Filter** button. The Chats view doesn't support date filtering.
Filters work alongside search to narrow results. When you search while filters are active, results include only conversations that match both your search terms and your active filters.
Filters remain functional after team members leave your workspace. Conversations previously associated with departed team members may show different attribution, so review and update team-based filters as needed.
Only Tags-type custom contact properties appear as filter options in the Chats view.
**To create a custom Tags property:**
1. Open any conversation
2. Click **Add a property** in the contact panel
3. Select **Tags** as the property type
1. Tap **Contacts**
2. Tap any contact
3. Then tap **Add a property**.
4. Tap **Save**
***
Need help? [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Message deliverability
Source: https://support.quo.com/core-concepts/messaging/deliverability
Best practices for preventing messages from being filtered as spam and ensuring successful delivery
## Overview
Message deliverability ensures your texts reach recipients successfully without being filtered as spam. Follow compliance best practices, obtain proper consent, and understand prohibited content categories to maintain high delivery rates and avoid carrier filtering.
## Consent and opt-in requirements
### Proper consent collection
Before sending your first message, you must obtain agreement from the recipient to communicate with them. Make it clear that they're agreeing to receive messages from you and keep a record of this consent.
**Valid consent methods:**
* Web forms with opt-in checkboxes
* Contract-based opt-in when signing up for services
* Paper forms completed at your office
* Text-to-subscribe keywords
Consent cannot be bought, sold, or exchanged. You cannot obtain consent by purchasing phone lists from other parties.
### Consent requirements
**Timing and scope:**
* Send initial message within a reasonable period after receiving consent
* Consent applies only to your business and specific use case
* Cannot use consent for other brands or different campaigns
* Reconfirm consent if significant time has passed
**Record keeping:**
* Maintain clear records of all opt-ins
* Retain proof of consent even after contacts opt out
* Document timestamps and consent method used
### Alternative consent scenarios
**Contact-initiated conversations:**
If someone texts you first, you can respond within that conversation context. Their inbound message constitutes consent for that specific conversation only.
**Prior relationship messaging:**
You can send informational messages to existing customers who have given you their phone number, provided they initiated the action (appointment booking, order placement, etc.).
**Acceptable prior relationship messages:**
* Appointment reminders
* Order confirmations and shipping updates
* One-time passwords
* Service call confirmations
* Pickup coordination
## Message compliance standards
### Required identification and opt-out
**First message requirements:**
* Clearly identify yourself as the sender
* Include opt-out instructions: "Reply STOP to unsubscribe"
* Use standard opt-out keywords (STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT)
**Ongoing compliance:**
* Honor opt-out requests immediately
* Send only one confirmation message after opt-out
* Require new consent before messaging again
### Content best practices
**Avoid spam triggers:**
* No generic URL shorteners (bit.ly, tiny.url)
* Use branded short domains instead
* Avoid marketing language like "SIGN UP NOW FREE" or "BUY NOW"
* Don't send identical messages to large groups
* Keep messages concise and relevant
**Example compliant message:**
> Hi, it's John from Americans for Clean Air (ACA). Please contact your representatives today about reducing air pollution. More info: aca.com/1234xyz - Reply STOP to unsubscribe.
## Prohibited messaging categories
The following categories are not allowed on Quo, formerly OpenPhone, and must comply with [Terms of Service](https://www.quo.com/terms):
**High-risk financial services**
* Payday loans and short-term high-interest loans
* New loan soliciting and student loans
* Cryptocurrency and stock investing platforms
* Third-party loans (auto, mortgage from parties other than loan servicer)
**Third-party lead generation**
* Companies that buy, sell, or share consumer information
* Affiliate lending and marketing
* Deceptive marketing practices
**Debt collection and forgiveness**
* Debt consolidation, reduction, and relief services
* Credit/debt repair services
* Third-party debt collection (except transactional messages with direct opt-in)
Hospitals can send billing messages to their own patients with proper opt-in, but third-party collectors cannot use SMS to collect debts.
**"Get rich quick" schemes**
* Deceptive work-from-home programs
* High-risk investment opportunities
* Pyramid schemes and MLM
* Mystery shopping programs
Legitimate employment outreach, brokerage member communications, and investment news alerts are permitted with proper opt-in.
**Illegal substances and regulated products**
* **Cannabis**: Federally illegal - no messaging permitted regardless of content or state laws
* **CBD**: Legal but restricted - carriers don't permit CBD-related messaging
* **Fireworks**: Regulated product - not permitted by US/Canadian carriers
* **Kratom, vape/e-cigarettes**: Prohibited substances
* **Drug paraphernalia**: All related products prohibited
* **Hemp and hemp-derived products**: Legal under the 2018 Farm Bill but restricted. U.S. and Canadian carriers do not permit hemp-related SMS/MMS messaging.
Cannabis, CBD, and related businesses cannot use SMS/MMS for any purpose, including 2FA, regardless of federal or state legality.
**Prescription drugs**
* Any drugs requiring prescription
* Offers for non-over-the-counter medications
**Gambling and gaming**
* Casino apps and gambling websites
* Sweepstakes, raffles, and contests
* Sports betting and picks
Gambling traffic is prohibited on all number types (toll-free and local numbers) in the US and Canada.
**S.H.A.F.T. categories**
Messaging promoting any of the following is prohibited:
* **Sex-related content**
* **Hate speech**
* **Alcohol**\* (exceptions apply)
* **Firearms**
* **Tobacco and vaping products**
Alcohol messaging is allowed on toll-free, short code, and long code numbers in the US with proper age verification procedures.
## Spam prevention strategies
### Content guidelines
**Avoid spam indicators:**
* Suspicious links or generic URL shorteners
* Identical messages to large contact groups
* Overly long message content
* Aggressive marketing language ("SIGN UP NOW FREE", "BUY NOW")
* High volume messaging without prior communication history
**Prohibited content:**
* Cannabis or prescription medication messaging
* Fraudulent or phishing attempts
* Malware or virus distribution
* Hate speech, harassment, or abusive language
### Volume and frequency management
**Best practices:**
* Start with low volumes and gradually increase
* Maintain consistent messaging frequency
* Respect recipient preferences for contact frequency
* Monitor delivery rates and adjust accordingly
**Ongoing consent management:**
For periodic messaging campaigns, regularly reconfirm consent and remind recipients how to opt out using standard opt-out language.
## Troubleshooting delivery issues
### If messages are being filtered
1. **Review consent records**: Ensure you have proper documentation
2. **Check message content**: Remove any spam triggers or prohibited content
3. **Verify identification**: Confirm you're clearly identifying yourself
4. **Review opt-out compliance**: Ensure proper unsubscribe instructions
### Reporting filtering issues
If you believe messages are mistakenly filtered, contact support with:
* Details about your opt-in process
* Business use case summary
* Examples of affected messages
* Consent documentation
## Best practices
### Essential compliance checklist
* ✅ Obtain explicit consent before messaging
* ✅ Clearly identify yourself in first message
* ✅ Include opt-out instructions ("Reply STOP to unsubscribe")
* ✅ Honor opt-out requests immediately
* ✅ Use branded domains for shortened URLs
* ✅ Avoid prohibited content categories
* ✅ Maintain consent records
* ✅ Respect frequency preferences
### Long-term success strategies
* Build genuine relationships with recipients
* Provide value in every message
* Keep content relevant and timely
* Monitor delivery rates and engagement
* Stay updated on carrier policy changes
## FAQs
Messages without proper consent are likely to be filtered as spam and may result in account suspension. Always obtain explicit consent before messaging.
No, consent cannot be bought, sold, or exchanged. You must obtain consent directly from each recipient for your specific business and use case.
Consent should be used within a reasonable time period. If significant time has passed, reconfirm consent in your first message to that recipient.
The opt-out should be processed automatically. If technical issues prevent automatic processing, manually remove the contact immediately and send one confirmation message.
You can send transactional messages related to existing relationships (appointments, orders) if they provided their number and initiated the action, but marketing messages require explicit SMS consent.
Carrier filtering can be overly aggressive. Ensure you're following all best practices, avoid spam triggers, and contact support if legitimate messages are consistently filtered.
<>
# Group messaging
Source: https://support.quo.com/core-concepts/messaging/group-messaging
Send group text messages to up to 9 people with shared conversations
## Overview
Quo, formerly OpenPhone, lets you send and receive group text messages to up to 9 other people. When you send a group message, everyone sees the entire conversation and can reply to any messages in the thread. Group messaging works across all Quo apps and supports both SMS and MMS content.
Toll-free numbers currently do not support group text messaging. Use local numbers for group conversations.
Access interactive demos, videos, and more in the Quo Academy.
## Sending group messages
### Create a group conversation
1. Click the **💬 chatbox icon** above your last conversation to start new conversation
2. Type in a number or contact name and select from dropdown
3. Add another number or contact name
4. Continue adding participants (up to 9 total)
5. Click into the text box or press **Tab** to start typing your message
![Conversation and chatbox icon in Quo]()
![Adding multiple contacts to send a group message]()
1. Tap the **compose message** icon
2. Start typing contact names or phone numbers
3. Select contacts from the suggestion list
4. Add additional participants as needed
5. Tap the message field to start typing
If contacts don't appear in the dropdown, add them to your Quo address book first for easier group creation.
### Group conversation example
Once you send a group message, all participants can see and respond to the conversation:
![Example of a group text message sent through Quo]()
## Supported content types
Group messages support the same rich content as individual messages:
### Text and media
* **Links**: Web URLs and deep links
* **Emojis**: Full emoji support
* **Pictures**: .jpg, .jpeg, .png, .tiff formats
* **Videos**: Video file attachments
* **GIFs**: GIPHY integration (type "/" to browse)
### Files and documents
* **Documents**: PDFs, spreadsheets, presentations
* **Contacts**: Share business contact information
* **Other files**: Various file types within size limits
### Attachment preview and management
**Preview before sending:**
* Click on attached files to see larger version
* Review content before sending to group
![Previewing a file before sending it in Quo]()
**Remove attachments:**
* Hover over attached file
* Click **✖️** in upper right corner to remove
## Group messaging limitations
### Participant limits
* **Maximum participants**: 9 people plus sender (10 total)
* **Toll-free restriction**: Toll-free numbers cannot participate in group messaging
* **Number type requirement**: Use local numbers for group conversations
#### Need to message more than 10 people?
If you need to reach 20-30 or more recipients, use **bulk messaging** instead. Bulk messaging sends separate 1:1 messages to each recipient, not a shared group. Because there's no shared thread, the individual replies will only be visible to you.
Bulk messaging requires explicit recipient consent and opt-out instructions.
### Message delivery
* **Carrier support**: All participants' carriers must support group messaging
* **Delivery confirmation**: Individual delivery status may vary by recipient
* **Thread continuity**: All replies appear in the shared conversation
## FAQs
Group messaging is limited to 10 total participants (9 recipients plus sender). Create multiple smaller groups if needed.
Group messaging is not supported on toll-free numbers. Use a local Quo number instead.
Some carriers may not support group messaging or have delivery issues. Send individual messages if group delivery fails consistently.
Add the contact to your Quo address book first, then try creating the group message again.
Group conversations appear as separate threads in your inbox. Check that you're viewing the correct phone number's inbox.
***
**Need help?** [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# International messaging
Source: https://support.quo.com/core-concepts/messaging/international-messaging
Send and receive text messages internationally with Quo, formerly OpenPhone, at low rates
## Overview
Quo supports international text messaging to most countries worldwide at competitive rates. Message delivery and sender ID display vary by destination country due to local regulations and carrier requirements. Some countries support full two-way messaging while others are send-only.
International messaging requires international calling to be enabled and sufficient credits in your account.
## Sender ID and two-way messaging
### How sender ID works internationally
**US and Canada messaging:** Recipients always see your Quo number as the sender ID, enabling full two-way conversations.
**International messaging:** Sender ID display depends on the destination country's regulations and technical capabilities. Some countries maintain your Quo number while others use alternative sender IDs.
### Countries with two-way messaging
Recipients in these countries see your Quo number and can reply directly:
**European countries:**
* Austria, Belgium, Czech Republic, Denmark
* Estonia, Finland, Hungary, Netherlands
* Poland, Portugal, Slovakia, Sweden, Switzerland
**Other countries and regions:**
* Canada, Chile, Hong Kong, Israel, Singapore
Two-way messaging means recipients can reply to your messages and their responses will appear in your Quo inbox.
### Countries with send-only messaging
For most other countries not listed above, you can send messages but recipients may see a different sender ID. They cannot reply directly to your Quo number.
**Alternative sender ID reasons:**
* Local regulations requiring specific sender formats
* Carrier technical limitations
* Delivery optimization requirements
## Special restrictions
### United Kingdom limitations
As of June 2023, major UK providers (EE, Telefonica, SKY) block SMS messages from non-UK 10-digit numbers. Messages to UK numbers are filtered or blocked entirely.
**UK messaging status:**
* **Outbound to UK**: Generally blocked or filtered
* **UK to UK**: Domestic UK messaging works normally
* **Alternative**: Consider other communication channels for UK contacts
### Country-specific considerations
**Delivery variations:**
* Message delivery times vary by country and carrier
* Some countries have higher filtering rates
* Delivery confirmations may be limited
**Rate differences:**
* International messaging rates vary significantly by destination
* Check current rates before sending campaigns
* Consider volume discounts for large messaging needs
## Setting up international messaging
### Prerequisites
**Account requirements:**
* International calling enabled for your phone number
* Sufficient international credits purchased
* Owner or Admin permissions to configure
**Technical setup:**
1. Enable international calling in phone number settings
2. Purchase international credits
3. Verify destination country messaging support
## FAQs
Verify international messaging is enabled for your number, check credit balance, and confirm the destination country supports messaging from US numbers.
Check if the destination country supports two-way messaging. For send-only countries, provide alternative contact methods.
This is normal for many international destinations due to local regulations. The recipient will see an alternative sender ID instead of your Quo number.
UK carriers block most non-UK 10-digit numbers. Consider alternative communication methods for UK contacts.
International rates vary by country. Check the rates page and consider volume pricing for large campaigns.
International message delivery can take longer than domestic messages due to carrier routing and processing times.
**International texting is unavailable in the following countries:**
China (+86), Cuba (+53), Latvia (+371), Lithuania (+370), Somalia (+252), Guinea (+224), Gambia (+220), Maldives (+960), Estonia (+372), Zimbabwe (+263), Tunisia (+216), Nigeria (+234), United Kingdom (+44), Philippines (+63)
# Message opt-out
Source: https://support.quo.com/core-concepts/messaging/opt-out
Understand how contacts can opt out of text messages and manage subscription preferences
## Overview
Quo, formerly OpenPhone, provides automatic opt-out functionality to comply with anti-spam legislation and industry standards. Recipients can easily unsubscribe from text messages using standard keywords, and the system automatically prevents future messages while allowing opt-back-in options.
## How opt-out works
### Standard opt-out keywords
Recipients can stop receiving messages by replying with any of these single-word responses:
* **STOP**
* **STOPALL**
* **UNSUBSCRIBE**
* **CANCEL**
* **END**
* **QUIT**
Only single-word messages trigger the opt-out. Messages like "STOP PLEASE" or "PLEASE CANCEL" will not activate the unsubscribe process.
### Automatic confirmation
When someone uses an opt-out keyword, Quo automatically sends this confirmation message:
> "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."
### Account-wide blocking
**Important:** The opt-out applies to all Quo numbers associated with your account, not just the specific number they replied to.
## What happens after opt-out
### Message delivery prevention
Once someone opts out:
* All future message attempts to that contact will fail
* You'll see a "Failed" status in Quo for attempted messages
* The block remains in effect until they manually opt back in
![Failed message status when contact has opted out]()
### Identifying opted-out contacts
**Signs a contact has opted out:**
* Messages consistently show "Failed" delivery status
* No response to recent messages
* Previous successful message history suddenly stops
## Opt-back-in process
### How contacts can resubscribe
Recipients can opt back into messages by texting either keyword:
* **START**
* **UNSTOP**
### Resubscription confirmation
When someone opts back in, they automatically receive this message:
> "You have successfully been re-subscribed to messages from this number. Reply HELP for help. Reply STOP to unsubscribe. Msg\&Data Rates May Apply."
### Restored messaging access
**After opt-back-in:**
* All Quo numbers in your account can message the contact again
* Normal message delivery resumes immediately
* Previous conversation history remains intact
## Compliance considerations
### Legal requirements
While Quo handles automatic opt-out processing, you should consult legal counsel to ensure your text messaging practices comply with all applicable laws and regulations.
### Best practices for compliance
**Include opt-out instructions:**
* Add "Reply STOP to unsubscribe" in initial messages
* Clearly communicate how recipients can opt out
* Honor opt-out requests immediately
**Record keeping:**
* Document when contacts opt out
* Maintain records of consent and opt-out history
* Track resubscription events
### Industry standards
**CTIA compliance:**
* Automatic keyword processing meets industry standards
* Single-word trigger requirements follow best practices
* Confirmation messages include required elements
## FAQs
Check if they accidentally sent a single-word message matching opt-out keywords (STOP, END, etc.). They can text START to resubscribe.
Quo's system should automatically send confirmations. If this fails, contact support to investigate the issue with automatic message processing.
Allow a few minutes for system processing. If messages continue failing after opt-back-in, there may be other delivery issues to investigate.
Quo doesn't provide a master opt-out list. Monitor individual conversation threads for failed message status to identify opted-out contacts.
No, contacts must opt back in themselves using START or UNSTOP keywords. This ensures compliance with anti-spam regulations.
If multiple contacts share a phone number (business lines), the opt-out applies to that number for your entire account. This is normal system behavior.
<>
# Text messaging
Source: https://support.quo.com/core-concepts/messaging/overview
Send SMS and MMS messages, use AI-suggested responses, and manage attachments with comprehensive messaging features
## Overview
Quo, formerly OpenPhone's text messaging supports both SMS and MMS messages with rich features including AI-suggested responses, file attachments, and multimedia content. Send pictures, videos, documents, and GIFs to communicate effectively with customers and team members.
Access interactive demos, videos, and more in the Quo Academy.
***
## Sending messages
### Basic text messages
**Character limits:**
* **Single SMS**: 160 characters maximum. If you send a longer text, your recipients will not notice this limit as modern devices will reassamble the message for the reader.
* **Extended messages**: Up to 1,600 characters (split into segments)
* **Unicode/Emoji messages**: 70 characters per segment
Messages longer than 160 characters are automatically split into segments of 153 characters each and reassembled by the recipient's device.
Messages exceeding 1,600 characters will fail to send. Break long content into multiple messages.
***
## Multimedia messaging (MMS)
### Sending pictures and attachments
1. Click the **📎** icon next to "Write a message"
2. Upload your image or file
3. Add your message text and send
![Attaching an image in Quo web interface]()
1. Click the **🖼** icon in your messaging thread
2. Take a photo or upload from your library
3. Add your message text and send
![Attaching an image in Quo mobile app]()
You can also copy and paste images directly into conversations.
***
### File size and image limits
**Attachment limits:**
* **Maximum file size**: 5MB per message
* **Images per message**: Up to 10 images
* **Supported formats**: JPEG, PNG, GIF, PDF, and other common file types
***
### Carrier-specific MMS limits
Different carriers have varying size limits for receiving MMS:
**US/Canadian local numbers:**
* **AT\&T**: 0.6MB
* **T-Mobile**: 1.5MB
* **Verizon**: 0.675MB
**Toll-free numbers**: 0.6MB standard limit
For best compatibility, keep attachments under 600KB when unsure of the recipient's carrier.
***
### Picture quality
Quo automatically resizes images under 5MB that exceed receiving carrier limits. For best picture quality when the recipient's carrier is unknown, send images under 600KB.
***
## Supported content types
You can send various types of content through Quo:
* **Pictures (MMS)**: JPEG, PNG, and other image formats
* **Videos**: Video files within size limits
* **GIFs**: Use GIPHY integration by typing "/" in message field
* **Documents**: Spreadsheets, PDFs, and other file types
* **Contacts**: Share contact information
* **Reactions**: Emoji reactions to messages
***
## AI-suggested responses
### How AI responses work
Quo uses AI to suggest 2-3 relevant replies based on conversation context. Available on all platforms (web, desktop, iOS, Android) for all users.
### Using AI suggestions
1. **Basic suggestions**: Type `/AI` in any conversation to get context-based response options
2. **Custom prompts**: Type `/AI` followed by specific instructions
![AI message response suggestions in Quo]()
**Example prompt**: "/AI Create a short, friendly text that confirms a customer's appointment on Monday at 9 am."
![AI prompt example for generating custom responses]()
Save useful AI-generated responses as snippets for future reuse.
***
## Message management
### Saving and storing messages
Messages are automatically saved when you mark conversations as "done":
1. Mark conversation as **Done**
2. Access saved messages using the **Done** filter
3. Messages stored indefinitely unless manually deleted
![Done filter for accessing saved messages]()
If subscription is cancelled, message data is only guaranteed for 14 days. Export data before cancellation if needed.
***
### Message limitations
* **Cannot unsend messages**: Unlike peer-to-peer platforms, SMS messages sent through carrier networks cannot be recalled once delivered.
* **Bulk image download**: Images must be downloaded individually - bulk download is not currently available.
* **Character limit failures**: Messages exceeding 1,600 characters will fail with an error message.
![Failed message due to character limit]()
**Quo doesn't support faxing**. If you need to send or receive faxes, you'll need a separate fax service.
***
## Troubleshooting
Check message length (under 1,600 characters) and file size (under 5MB). Break long messages into multiple parts if needed.
Verify attachment size is under carrier limits (600KB recommended). Large images are automatically resized but may still fail delivery.
Ensure you're typing "/AI" exactly in the message field. Feature works on all platforms for all Quo users.
Use the "Done" filter to view conversations marked as complete. Messages remain stored unless manually deleted.
Messages with emojis or special characters are limited to 70 characters per segment instead of 160 for standard text.
# Message reactions
Source: https://support.quo.com/core-concepts/messaging/reactions
Add emoji reactions to SMS, MMS, voicemail, and team messages
## Overview
Quo, formerly OpenPhone, supports emoji reactions for messages, similar to Apple's Messages app. You can react to SMS, MMS, voicemail messages, and calls with external contacts, as well as internal team direct messages and conversation threads. Reactions provide a quick way to acknowledge messages without sending a full response.
Access interactive demos, videos, and more in the Quo Academy.
## Sending reactions
### Adding reactions to messages
1. **Hover over the message** you want to react to
2. **Select an emoji** from the popup that appears
3. **Click "Choose another emoji"** for additional options beyond the default set
1. **Tap and hold the message** you want to react to
2. **Select an emoji** from the popup menu
3. **Tap "Choose another emoji"** for more reaction options
![Product Team 02 Web]( "Product Team 02 Web")
### Available reaction types
**Quick access emojis:**
* 👍 Thumbs up
* ❤️ Heart
* 😂 Laughing
* 😮 Surprise
* 😢 Sad
* 😡 Angry
**Extended emoji set:** Access hundreds of additional emojis through the "Choose another emoji" option for more specific reactions.
## How reactions work with external contacts
### What recipients see
When you react to a message from an external contact, they receive a text notification about your reaction.
**iPhone users (Messages app):** Recipients see your reaction integrated into their conversation, similar to iMessage reactions.
![Text Notification Reaction Jpe]( "Text Notification Reaction Jpe")
**Other devices:**\
Recipients receive a separate text message describing your reaction.
### Important reaction considerations
**SMS notifications:**
![Mobile App Reaction Jpe]( "Mobile App Reaction Jpe")
* Recipients receive a notification for every reaction you send
* Reactions count as message activity for billing purposes
* Cannot undo reactions once sent - recipients still get the notification
**Message delivery:**
* Reactions work with any contact who can receive text messages
* Delivery depends on recipient's carrier and device capabilities
* Some older devices may not display reactions properly
## Team reactions and internal messaging
### Reacting to team messages
**Internal team communications:**
* React to direct messages between team members
* Add reactions to conversation threads and shared comments
* Acknowledge messages without cluttering the conversation
### Team notification system
When you react to a teammate's message:
* **Activity feed notification**: Reaction appears in the recipient's Activity section
* **Real-time updates**: Team members see reactions immediately in the app
* **No SMS charge**: Internal reactions don't count toward message usage
![Team reaction notification in Activity feed]()
## FAQs
Reactions depend on the recipient's device and carrier capabilities. Older devices or certain carriers may not support reaction display.
Click "Choose another emoji" to access the full emoji library beyond the six quick-access options.
Reactions cannot be undone once sent. Recipients will still receive the notification. Consider sending a follow-up message if clarification is needed.
Team reactions may take a moment to appear in the Activity feed. Refresh the app if reactions don't appear immediately.
External reactions (to customer messages) count as SMS activity. Internal team reactions do not count toward message usage or limits.
# Scheduled messages
Source: https://support.quo.com/core-concepts/messaging/scheduled-messages
Schedule text messages to send at specific times with timezone support
## Overview
Quo, formerly OpenPhone, allows you to schedule text messages to send at specific future times, perfect for sending messages outside business hours or planning communication in advance. Scheduled messages support timezone detection, flexible timing options, and cancellation conditions based on recipient activity.
Scheduling is not available for group text messages - only individual conversations.
## Creating scheduled messages
### Basic scheduling process
1. **Navigate to the contact** you want to message
2. **Draft your message** in the text field
3. **Click the clock icon** instead of send
4. **Set your delivery preferences** in the scheduling interface
![Scheduling interface in Quo web app]()
1. **Open the conversation** with your contact
2. **Type your message**
3. **Tap the clock icon** next to the send button
4. **Configure timing and conditions**
![Scheduling messages in Quo iOS app]()
![iOS scheduling options]()
Message scheduling is not currently available on Android. This feature is available on web, desktop, and iOS applications only.
![Android scheduling interface placeholder]()
### Scheduling options
**Timezone detection:** Quo automatically estimates your recipient's timezone based on their phone number's area code. You can manually select a different timezone from the dropdown menu.
![Timezone selection for scheduled messages]()
**Flexible time input:** Type natural language time expressions like:
* "5 PM"
* "tomorrow morning"
* "Aug 10"
* "in 5 min"
* Specific dates and times
Always confirm the time zone shown before sending. If the detected time zone is wrong, you change it manually before scheduling your message.
![Natural language time input for scheduling]()
## Delivery conditions
### Automatic cancellation
**Default behavior:** By default, if your recipient messages you before your scheduled message is sent, the scheduled message will be automatically canceled and saved as a draft.
**Override option:** You can change this setting to "even if they message first" to ensure your message sends regardless of recipient activity.
![Delivery condition settings for scheduled messages]()
### Visual indicators
Once successfully scheduled, you'll see:
* **Clock icon** next to the contact's name
* **Scheduled time** displayed at the bottom of the conversation thread
![Visual indicators for scheduled messages]()
## Managing scheduled messages
### Viewing scheduled messages
**Access your scheduled messages:**
1. Navigate to the contact with scheduled messages
2. Click **"View messages"**
3. Scheduled messages appear on the right side panel
![Viewing scheduled messages list]()
### Editing scheduled messages
**Available actions:**
* **Edit**: Modify message content
* **Reschedule**: Change delivery time
* **Send now**: Deliver immediately
* **Delete**: Cancel the scheduled message
![Editing scheduled message options]()
## FAQs
Check if the recipient messaged you first and auto-cancellation was enabled. Also verify the scheduled time hasn't passed and that your internet connection is stable.
Timezone detection is based on area code, which may not always be accurate. Manually select the correct timezone from the dropdown menu.
Navigate to the specific contact and click "View messages" to see all scheduled messages for that conversation.
This happens when the recipient messages you first and auto-cancellation is enabled. Change the condition to "even if they message first" or send the draft manually.
Try using more specific formats like "2:30 PM" or "March 15" if Quo doesn't recognize your time expression.
Message scheduling is currently only available on web, desktop, and iOS apps. Use these platforms to schedule messages that will send from your Android device.
# Message snippets
Source: https://support.quo.com/core-concepts/messaging/snippets
Create, share, and use snippets for quick messaging and consistent responses
## Overview
Snippets (also known as canned responses, saved replies, or message templates) help you send common messages quickly and consistently. Perfect for sales teams, customer support, operations, and marketing, snippets eliminate repetitive typing and ensure professional, standardized communication across your team.
Snippets are available on all Quo, formerly OpenPhone, plans and work across web, desktop, Android, and iOS apps.
## Creating snippets
### **Watch a quick overview**
### Basic snippet creation
1. **Navigate to any message thread** in your inbox
2. **`Type /snippets`** in the message box and press **Enter**
3. **Click "+ Create snippet"** from the popup menu
4. **Enter snippet details**:
* Snippet name (for easy identification)
* Message content
* Sharing preferences
5. **Click "Save"** to create your snippet
![Creating a snippet in Quo]()
Access interactive demos, videos, and more in the Quo Academy.
1. **Open any conversation**
2. **`Type /snippets`** in the message field
3. **Tap "+ Create snippet"**
4. **Fill in snippet information**:
* Name and message content
* Team sharing options
5. **Save your snippet**
***
### Snippet sharing options
**Individual use:** Create personal snippets that only you can access for your specific messaging needs.
**Team sharing:** Share snippets with:
* Specific team members
* All users in your workspace
* Specific phone numbers/departments
**Benefits of team sharing:**
* Consistent brand voice across communications
* Standardized responses for common inquiries
* Faster onboarding for new team members
* Quality control for customer interactions
***
## Using snippets
### Accessing snippets
**Quick access method:**
1. **`Type /`** in any message box to open the command menu
2. **`Select /snippets`** from the available options
3. **Choose your desired snippet** from the list
4. **Customize if needed** and send
![Selecting and sending a snippet in Quo]()
### Snippet search and selection
**Search functionality:**
* Type keywords in the search bar to find specific snippets
* Browse by category or recent usage
* Filter by personal vs. shared snippets
**Message customization:**
* Edit snippet content before sending
* Add personalized details to template messages
* Combine multiple snippets if needed
***
### Common snippet categories
**Customer service:**
* Appointment confirmations and reminders
* Business hours and contact information
* Frequently asked questions responses
* Service follow-up messages
**Sales and marketing:**
* Product information and pricing
* Meeting scheduling messages
* Thank you and welcome messages
* Promotional announcements
**Operations:**
* Delivery and pickup notifications
* Payment and billing reminders
* Policy and procedure updates
* Emergency or urgent communications
***
## FAQs
Type "/" in the message box to open the command menu. If "/snippets" doesn't appear, ensure you have the latest app version.
Check sharing permissions and ensure the snippet was saved with appropriate team access. Refresh the app if recently shared snippets don't appear.
Only the snippet creator or workspace admins can edit shared snippets. Contact the original creator or admin for modifications.
Some formatting may not transfer perfectly when using snippets. Review and adjust formatting after inserting the snippet content.
Use descriptive names and consider archiving unused snippets. Organize by department or function to improve navigation.
# Local numbers
Source: https://support.quo.com/core-concepts/phone-numbers/local-numbers
Learn about local phone numbers in Quo, formerly OpenPhone, including benefits, availability, and how to get one.
## Overview
A familiar area code can do a lot to build your business in a new market, or expand your presence where you’re already established. Quo makes it easy to do either, regardless of where you’re physically located.
## What is a local number?
A local number is a phone number with an area code that matches a specific geographic region. For example, a 415 area code is local to San Francisco, CA.
## Benefits of local numbers
* **Build trust** with customers in a specific area by making it clear you have stakes down in that area
* **Increase answer rates** by appearing familiar to recipients. The more local your number is, the more local your business will appear to be
* **Expand your reach** to new markets. Local numbers can feel inherently more trustworthy as it makes it clear your business has local stakes in the ground and knows the area
## How to get a local number
1. Go to your Quo dashboard
2. Click on “Add a number”
3. Search for the city or area code you want
4. Select an available local number
5. Assign it to yourself or a team member
<>
## Availability
Local numbers are available in most US and Canadian area codes.
*Picking up a high-demand area code may require some flexibility and patience.* Nearby area codes are a good option until your top pick becomes available. Many cities have multiple area codes.
## Managing local numbers
* You can assign numbers to individuals, teams, or a whole department (you can also share a single number across an entire org)
* If you do get multiple numbers, set up call routing (a call flow) and voicemail for each number. We have guides to both in these docs
## What about international numbers?
Quo supports local area codes and toll-free numbers in the US and Canada. Even if you’re based in another country, you can still use these local and toll-free options, but we do not yet support numbers outside of the US and Canada.
## FAQs
**Can I port in my existing local number?**
Yes! You can port your current local number to Quo. See our [porting guide](https://support.quo.com/getting-started/porting/overview) for details.
**Are there extra fees for local numbers?**\
Local numbers are included in most Quo plans, but check your plan details for any limits or additional charges.
**Can I get local numbers in multiple cities?**\
Absolutely! You can have as many as your plan includes in any city where local numbers are available.
***
Need help? [Contact support](https://support.quo.com) for assistance with local numbers.
# Phone numbers
Source: https://support.quo.com/core-concepts/phone-numbers/overview
Add, change, and manage multiple phone numbers for your business communications
## Overview
Manage all your business phone numbers in one place. Whether you need local numbers for different markets, toll-free numbers for customer support, or simply want to organize multiple lines for your growing team, you have complete control over your phone number setup.
Access interactive demos, videos, and more in the Quo Academy.
***
## Types of phone numbers available
### Local numbers
* **US numbers**: Available in every state except Alaska
* **Canadian numbers**: Available across all provinces
* **Puerto Rico**: Not available for new numbers, but existing numbers can be ported
### Toll-free numbers
North American toll-free numbers with these prefixes:
* 800, 833, 844, 855, 866, 877, 888
* All toll-free numbers are text-enabled
* No charge to callers from US and Canada
### International numbers
Currently, we only offer US and Canadian numbers. If you need numbers from other countries, please fill out this [form](https://openphone.typeform.com/to/EBQC15bA) to help us prioritize future offerings.
***
## Adding phone numbers
You can add unlimited phone numbers to your account. Any additional numbers must be purchased or ported first and are added to your [monthly subscription](https://support.quo.com/core-concepts/administration/billing/pricing). Here’s how to add more:
1. Go to **Settings → Phone Numbers**
2. Click **+ Add a new number**
3. Search by:
* City name
* Area code
* Toll-free option
4. Select your number
Adding phone numbers must be done through the web or desktop app. Mobile users should access the web version to add new numbers.
If you're paying through Apple or Google Play, you'll need to switch to credit card payments to add additional numbers. [Contact support](https://support.quo.com/help/submit-a-request) for assistance.
***
## Naming and organizing numbers
Keep your growing number collection organized by adding custom names and emojis to each phone number.
### Setting names and emojis
1. Open **Settings** from the left menu
2. Click **Phone Numbers**
3. Select the number to name or rename
4. In the **General** tab:
* Type your preferred name
* Add an emoji to the left of "Name"
5. Your changes will save automatically
![Naming phone numbers on web]()
1. Tap your account icon (top-left)
2. Tap **Manage** next to "Your numbers"
3. Select the number to rename
4. Tap **Name**
5. Enter new name and tap **Save**
![Naming phone numbers on mobile]()
### How names and emojis appear
Your custom names and emojis help identify incoming calls:
**On web/desktop**: Both the name and emoji appear with incoming calls
![Incoming call with name and emoji on desktop]()
**On mobile**: The emoji appears with incoming calls
***
## Changing phone numbers
If you need to change your phone number, you can delete the current one and add a new one.
Changing your phone number will permanently remove all data associated with it, including call and messaging history.
### Steps to change numbers
1. On web or desktop, go to [Settings](https://my.quo.com/settings/profile) → [Phone Numbers](https://my.quo.com/settings/phone-numbers) (not available on mobile)
2. Click the phone number to remove
3. Scroll to **Danger Zone** and type the prompt (ex. "Delete Primary")
4. Click **Delete Number**
5. Refresh the page to select a new number
![Deleting a phone number]()
***
## Deleting phone numbers
Remove phone numbers you no longer need from your account.
### Requirements
* You must be an admin or owner to delete shared team numbers
* Deletion must be done from web or desktop app
### Deletion process
1. Go to [Phone Numbers](https://my.openphone.co/settings/my-phone-numbers) in workspace settings
2. Click the number you want to remove
3. Scroll to "Danger Zone"
4. Click **Delete \[phone number name]**
5. Type "Delete \[phone number name]" to confirm
![Delete phone number confirmation]()
Deleting a phone number doesn't cancel your subscription. It only removes that specific number and adjusts your billing automatically.
***
## Choosing between local and toll-free
**Choose local numbers when:**
* Establishing presence in a specific area
* Making many outbound calls (perceived as more trustworthy)
* Serving primarily local customers
**Choose toll-free numbers when:**
* Customer support is your main use case
* You want to appear larger and more established
* Serving customers nationwide
* You don't want callers to pay long-distance charges
Learn more in our blog post about [choosing between local and toll-free numbers](https://www.quo.com/blog/local-vs-toll-free-phone-number-for-business/).
## Vanity numbers
While we can't guarantee specific vanity numbers like 1-800-FLOWERS, you can:
* Search for numbers with specific digit sequences
* Look for patterns that match your business (e.g., "DOGS" = 3647)
* Use [Number Barn](https://www.numberbarn.com/) to find vanity numbers and port them to Quo, formerly OpenPhone
## FAQs
Yes! There's no limit to how many phone numbers you can have on your account. Add as many as your business needs.
When you delete a phone number, you permanently lose access to all messages and calls associated with that number. Make sure to export any important data before deletion.
Currently, we only offer US and Canadian numbers, plus North American toll-free numbers. We cannot provide new Puerto Rican numbers, but you can port existing ones.
Toll-free numbers support sending and receiving SMS, MMS (pictures), videos, GIFs, files, and reactions. However, they don't currently support group messaging.
No, Quo doesn't support faxing. If you need to send or receive faxes, you'll need a separate fax service.
# Toll-free numbers
Source: https://support.quo.com/core-concepts/phone-numbers/toll-free
Get professional toll-free numbers for nationwide business presence with no charges to your callers
## Overview
Toll-free numbers give your business a professional, nationwide presence while ensuring customers can reach you without incurring charges. These special phone numbers with distinct area codes can be dialed from anywhere in the US and Canada at no cost to the caller. All toll-free numbers are text-enabled, supporting both voice calls and messaging.
### Why businesses choose toll-free numbers
## Understanding toll-free numbers
### Available area codes
North American toll-free numbers use these special area codes:
* **800** - The original and most recognized toll-free prefix
* **833** - A newer option with good availability
* **844** - Popular for businesses wanting a memorable number
* **855** - Often used for customer service lines
* **866** - Widely available option
* **877** - Good alternative when 800 numbers aren't available
* **888** - Another established toll-free prefix
### Key features
* **Free for callers**: No charges for calls from anywhere in US and Canada
* **Text-enabled**: Send and receive SMS messages
* **Professional image**: Establishes nationwide business presence
* **Easy to remember**: Often available in vanity number formats
## Getting a toll-free number
You can get a toll-free phone number for your business in under 30 seconds.
### How to add a toll-free number
1. Navigate to your phone number settings
2. Click to add a new number
3. Select the toll-free option
4. Browse available numbers or search for specific digits
5. Choose your preferred number and confirm
![Searching for toll-free numbers on web]()
1. Open your account settings
2. Select phone number management
3. Choose to add a new number
4. Select toll-free from the options
5. Browse and select your preferred number
![Search for toll number availability in the mobile app]()
## Messaging capabilities
Toll-free numbers support comprehensive messaging features to help you communicate effectively with customers.
### What you can send and receive
* **Text messages (SMS)**: Standard text messaging for all communications
* **Picture messages (MMS)**: Share images with customers
* **Videos**: Send video files directly through messaging
* **GIFs**: Use GIPHY integration for animated content
* **Files**: Share documents and other file types
* **Reactions**: Respond to messages with quick reactions
Toll-free numbers currently do not support group messaging. For group messaging needs, consider using a local number instead.
## FAQs
Toll-free numbers are free for callers within the US and Canada only. International callers may be able to reach your toll-free number but will incur international calling charges. Consider adding a local number for international customers.
While we can't guarantee specific vanity numbers, you can [search for available numbers](https://www.quo.com/vanity-number) with memorable digit patterns. Many businesses find success searching for numbers that spell out words related to their business using the phone keypad.
Toll-free numbers function the same as local numbers for most features. The main differences are: no charges to callers, no support for group messaging, and potentially different answer rates for outbound calls.
Yes, you can port existing toll-free numbers from other providers. The porting process for toll-free numbers follows the same steps as local number porting.
Toll-free numbers are available for most businesses. However, certain high-risk industries may face restrictions. Contact support if you have questions about your specific use case.
# How to analyze and improve team performance
Source: https://support.quo.com/core-concepts/team-collaboration/guides/analyze-and-improve-team-performance
Learn how to track team activity, interpret performance data, and use insights to improve efficiency across your workspace.
Overwhelmed by your incoming calls and texts? Unsure how individual team members are performing? Having a clear picture of your team’s performance can be a challenge when you’re growing fast.
In this article, we’ll share easy, helpful ways to analyze performance and give actionable feedback to your team in Quo.
## **Get a high-level overview of your team’s performance**
In the Analytics overview, you can track your team’s overall performance in one dashboard.
See metrics at a glance, including:
* Number of calls
* Number of messages
* Number of unique conversations
* Average time on calls
Want to see metrics for a specific time period? Adjust the duration in the drop-down menu – view metrics on a weekly, monthly, quarterly, or custom duration.
Need to export your data? Use the Export CSV option to download a file of your metrics for saving or sharing.
![Open Phone Analytics Pn]()
Scroll to the bottom of your analytics dashboard to find a heat map that shows you the busiest times of the week for calls and messages. You can see the specific times of day when call or text volume is high so you can plan to be more available.
![Open Phone Analytics Heatmaps Pn]()
## Spot improvement opportunities for individual team members
Want to see how a specific team member is performing? Check out the Activities section in the Analytics dashboard to get a breakdown of individual performance in your team.
At a glance, see the total calls, outgoing calls, answered calls, and sent messages per team member.
Combine activity types to spot improvement opportunities for your team members. Here are a couple of examples:
1. A team member might have logged a high number of calls, but if their average time on calls is low, then they might need coaching to keep customers on the line.
2. For measuring a department’s performance, you can view their overall calls in the Overview section. You can then cross-reference that data in the Activities section to see if these calls were equally distributed across individual team members.
Activities also show you data for the prior period alongside your measurement period. You can spot how your team’s performance is improving (or declining) over time.
![Call View Analytics 4 Pn]()
## **Identify the root cause of performance issues with call views**
Analytics and Activities help you identify whether team members are performing well or not. If you spot an issue with performance and want to find the root cause, [call views](https://www.quo.com/blog/call-views-coaching/) help you go one level deeper. With callviews, you can see a team member’s customer interactions for yourself. Here’s how:
1. Click into a team member’s phone number or a shared inbox.
2. Select **Calls** to get the call view for that number.
3. Filter calls by **Team Member** and **Date**.
4. Click into individual calls to quickly review call recordings and summaries.
This approach helps you review a batch of calls quickly and quickly see the root cause behind a performance trend.
![Call Views Filters Gi]()
## **Share feedback in context for faster learning**
Once you have a clear idea of how your team is performing and where they need to improve, it’s time to share it with the team. You can either share feedback in a live conversation or in [internal threads](https://support.quo.com/core-concepts/team-collaboration/internal-threads). Here’s the difference:
**Live conversations**, such as 1-on-1s, are ideal for doing general performance reviews or for more sensitive, private conversations with a team member.
**Internal threads** are great for sharing minor feedback asynchronously and in context, such as correcting new team members on voice and tone.
You can create an internal thread by adding comments to any activity in your inbox, including calls, messages, voicemails, and even call summaries. Internal threads can only be viewed internally by your team and they won’t be visible to your external contacts.
![Internal Thread Sales Team Pn]()
Internal threads are also ideal for assigning follow-up tasks and action items to team members or troubleshooting issues as a team in real time.
Here’s how to message team members inside a customer conversation with an internal thread:
1. For a conversation, hover over any text message or call and select **Comment in internal thread**.
2. **Type @ and start typing the team member’s name** – select their name when it pops up.
3. Type out the rest of your message and **Send**.
![Internal Thread Customer Convers Pn]()
Quo helps you manage team performance easily and accurately, no matter how busy your inbox is. Implement this process for monitoring your team and delivering feedback and see their performance improve over time.
Want to learn more about tracking performance? Here are a few related resources for you:
* [How to coach with call views](https://www.quo.com/blog/call-views-coaching/)
* [How to use Quo Analytics](https://support.quo.com/core-concepts/administration/analytics)
# How to coach your team with call views
Source: https://support.quo.com/core-concepts/team-collaboration/guides/call-views-coaching
Use call views to monitor conversations, review performance, and coach team members with real examples.
As your team grows and you onboard more people, you need a clear workflow to maintain call quality. If you’re looking for an easy, lightweight way to coach your team by providing actionable feedback to them, call views is a useful addition to your coaching toolbox.
In this article, we’ll share how you can coach your team using call views.
## **Coach specific team members**
With call views, you can coach specific team members in real time by giving them specific and detailed feedback. Here’s how:
### **1. Filter your call views by team member and date**
Let’s say you want to review last week’s calls before your next 1:1 with a team member. Call views helps you find those calls in seconds.
First, find the calls you want to review:
1. Go to **Calls**.
2. Filter your call view by **Team Member**. Selecting **Direction** also lets you drill down if you wish to incoming or outgoing calls.
3. Filter this view by a date range for calls you want to review.
![Call Views Filters Gi]()
### **2. Review calls quickly with summaries and transcripts**
Next, review these calls to identify areas of improvement that you can share as feedback:
1. Select a call you want to review.
2. In the right panel, you can play back the recording and review the call summary and transcription.
![Call Views Summaries 2048x1357 Pn]()
### **3. Tag team members with internal threads**
As you review each call, you can tag that team member to share your feedback with them immediately or as a conversation for your next 1-on-1. Clicking **…** at the top right corner, you can select **Copy link** if you wish to link your colleague out to a specific conversation via Slack or elsewhere.
You can reference a specific time-stamp in the call transcript with your comments so they can easily review your feedback in context.
![Call Summary With Internal Thread Pn]()
## **Identify broader performance trends**
Call views can also help you zoom out and find larger patterns that may be impacting your team as a whole. Here are a couple of ways you can do that:
### **1. Coach your team to be more efficient**
You may find in call views that specific reps typically have longer call durations. Then, after drilling down into specific calls, you discover their call handling can be more efficient.
Perhaps they’re not offering the right solutions to customer issues or they need to refresh their product knowledge in a specific area. With their specific case, you can diagnose the root cause and train your team on how to address it.
Once you’ve identified what’s happening, you can track your call durations to see if your coaching has the intended effect.
### **2. Pair with Quo analytics to identify other underlying issues**
Call views works well with Quo analytics to identify macro trends.
For example, let’s say you’ve noticed longer call durations for your team and you’re unsure whether it’s an isolated incident or part of an ongoing trend. You can cross-reference call views data with the ‘Time on calls’ metric in Analytics for a specific date range.
You can also take a look at your heatmaps to check whether you’re properly staffed during times of the day when you have high call volumes.
![Call View Analytics 4 Pn]()
Call views offer a quick and easy way to coach growing teams. If you’re looking for more resources on coaching and managing your team, check out the following articles:
* [How to use call views](https://support.quo.com/core-concepts/inboxes/call-views)
* [Call shadowing](https://www.quo.com/blog/call-shadowing/)
* [How to use Quo analytics](https://support.quo.com/core-concepts/administration/analytics#analytics)
# How to collaborate better as a team in Quo
Source: https://support.quo.com/core-concepts/team-collaboration/guides/collaborate-better-in-quo
Set up shared inboxes, roles, and settings that make teamwork easier and help your team stay aligned in Quo.
Looking to reduce your response times or work together to reply to customers? With Quo (formerly OpenPhone), you can easily collaborate alongside your team to deliver a better experience.
This article breaks down how you can collaborate with your team and efficiently communicate with your customers.
## **Set up your workspace to foster collaboration**
Help your team collaborate by bringing them together in Quo. Here are the essential settings you need to create a collaborative workspace:
### **Share a number with your team**
The first step to splitting responsibility for incoming calls and texts with your team is to share your number with them.
There are two ways you can share a number with your team:
**New Quo users:** Invite team members who aren’t already in your Quo workspace.
1. Select **Invite your team** under the list of team members in your workspace.
2. Enter emails for colleagues you wish to invite.
3. Choose their number assignment — **Shared** or **Direct**.
4. Select their workspace role — **Member** or **Admin**.
5. Click **Send invites** to the list of invited team members.
**Existing users:** Add teammates to a number in your workspace.
1. Go to **Settings → Phone numbers**
2. Select the phone number you wish to share
3. Go to **Users → Add users**
![Add Users To A Number 2048x926 Pn]()
### **Customize your ring groups and work schedules**
With Quo (formerly OpenPhone), you can share incoming calls with your team just the way you like. Choose which members of your team get dialed first during business hours with ring order.
By default, incoming calls will dial all users of a shared number. With custom ring order, you can decide which members receive incoming calls first.
To set up your ring groups:
1. Open Quo on web or desktop
2. Navigate to **Settings** → **Phone numbers**
3. Select the number to configure
4. Click **Edit call flow** under Call flow section
5. Drag the **Ring users** call flow step into canvas
6. Place after:
* Incoming call trigger
* Business hours condition
* Phone menu selection
7. Configure ring strategy and timing
![New Ring Order Pn]()
Team members who work in shifts can set individual [work schedules](https://support.quo.com/core-concepts/account/schedule) to control when they receive incoming calls and messages. Having a work schedule doesn’t just make it easier to take turns using a shared number, it also promotes a healthy work-life balance for your team.
To set your work schedule:
* Click [**Settings**](https://my.quo.com/settings/) from the left-hand menu
* Under Your account, select [**Notifications**](https://my.quo.com/settings/notifications)
* Scroll down to the Work schedule section and toggle on **Enable work schedule**
* Set the times in which you are available during the week to take calls and wish to receive notifications.
![Work Schedules Workspaces Gi]()
### **Add custom properties and enable call transcriptions**
Custom properties and transcriptions give your team additional customer context. They ensure that your colleagues can quickly catch up on past customer conversations and can build on existing relationships, which makes handoffs easier.
Here are a few example custom properties to get you started:
* **Lead status:** Use the **Multi-select** option to track contacts through your sales process, from ‘Prospect’ to ‘Closed Won’.
* **Priority:** You can also use the **Multi-select** option to track customers depending on their priority for your business. For example, if you want to flag VIP or Churn Risk customers.
* **Next appointment:** Use the **Date** field to add when an upcoming call is scheduled with a contact.
* **Website:** Use the **URL** field to add a customer’s website so that your team can quickly check the products and services a contact offers.
To add a custom property:
1. Select a contact from an existing conversation in your **Chats** view or go to your **Contacts**.
2. You will see a set of information for your chosen contact such as their name and number. Here you can add their company name and role, a follow-up date, or whatever you choose.
3. To add another field, select **+ Add a Property**
4. A dropdown menu will appear. You’ll see options to add Multi-select tags, dates, URLs, addresses, and much more.
![Custom Properties Gi]()
Call transcriptions also make following up and personalizing every conversation as a team easier. To enable call transcriptions:
* Go to **Settings → Phone numbers**.
* Select the phone number for which you want to enable transcriptions.
* Go to the **Call assistant** and toggle on **Transcribe and summarize calls**.
Call transcriptions are available to Business and Scale plan users.
## **Loop in your team where it matters**
After you’ve set up your shared number, you can work together on any incoming call or message. Here’s how:
### **Start a group call with your team**
Want to work through a customer problem as a team? Or add a team member for a call escalation? Adding team members to an existing call or starting a new group call is easy. Here’s how you can do it:
1. During a call, click the **+👤 icon** on the call screen.
2. Add people to the call by typing in a contact’s name or phone number in the search bar. If you invite teammates in your workspace to a group call, you can add a short message to be sent along with the call invitation. Once you’re ready to invite the contact, hit **Add**.
In live coaching situations where teammates want to listen in to provide feedback, **make sure to put customers on hold** before dialing colleagues in.
Group calling is available to Business and Scale plan users.
![Group Call Participants Pn]()
### **Work behind-the-scenes together**
Need help from a colleague to craft the right reply? Want a specific team member to take the lead on a customer issue? Tag them in an internal thread to notify them.
[Internal threads](https://support.quo.com/core-concepts/team-collaboration/internal-threads#adding-thread-comments) are the easiest way to collaborate and assign tasks in Quo because it gives your team the same shared context. Leave a comment right under an activity — texts, missed calls, voicemails, and more — to get a team discussion going.
To create an internal thread:
1. For a conversation, hover over any text message or call and select **Comment in internal thread**.
2. **Type @ and start typing the team member’s name** – select their name when it pops up.
3. Type out the rest of your message and **Send**.
![Internal Thread Customer Convers Pn]()
## **Pro tip:** Is your team spending a lot of time drafting responses to common questions?
One way to increase your team’s efficiency and stay on brand is to use [snippets](https://support.quo.com/core-concepts/messaging/snippets). Create text templates that answer your most common questions and save them in Quo.
Your team can simply hit **/snippets** in your text box to quickly answer questions and keep their conversations moving.
### **Follow up when absolutely necessary**
Constantly checking in with a colleague on whether they’ve received a recording or a conversation gets old fast.
Inbox viewers reduces the need to follow up repeatedly. Effortlessly track who’s in the loop by seeing a list of team members currently or previously viewing a conversation.
Inbox viewers is enabled by default and you’ll see it in your Quo inbox after sharing your number with your team.
![Inbox Viewers Pn]()
Want to go deeper on managing your team and inbox? Here are a few related resources for you:
* [How to analyze and improve team performance](https://www.quo.com/blog/analyze-and-improve-team-performance/)
* [How to prevent conversations from slipping through the cracks](https://www.quo.com/blog/prevent-conversations-from-slipping-through-cracks/)
# Checking off your to-do list with call views
Source: https://support.quo.com/core-concepts/team-collaboration/guides/stay-organized-call-views
Learn how to use call views in Quo to manage your calls, filter your tasks, and work through action items more efficiently.
If you and your team have constant high call volumes, it can be a struggle to keep track of each call and your follow-up tasks. Call views gives you the ability to quickly review your calls, so that you can see what action items you need to get done.
In this article, we’ll share how you can check off your to-do list with call views in Quo.
## **Review your calls efficiently**
With call views, you can filter your shared inbox to focus only on the calls you’ve taken over a specific period of time. Then, you’ll be able to work through your action items in a streamlined way instead of hunting for your tasks or missing a few altogether.
Here’s how you can review your calls efficiently:
### **1. Filter your call views to focus on your calls**
Let’s say you work from a shared number and want to see the calls you’ve participated in within the last week. This view can be helpful to make sure you don’t miss following up with any contacts.
To filter down to that specific call view:
1. Go to **Calls.**
2. Click **Filter **and then**Date** . If you want to review your past week’s calls, select **Last 7 days.**
3. Select **Filter** again and choose **Team member** then click your user name.
![Team 1 Call Views Filters(2) Gi]()
### **2. Review your action items**
Next, you can jump into any specific conversation and follow up — without needing to leave your filtered view. In Quo, you can go through each of your call summaries to see what needs to get done.
1. Select each call in your filtered call view.
2. In the right panel, view the details of each call, including your call recording and call summary. The call summary includes next steps where you can see AI-generated follow-up action items.
3. Want specific context related to your action items? Select the call summary to view the **call transcription**. You can search through the transcript to find the section where an action item was discussed.
![Team2 Call Views Summaries 2048x1357(1) Pn]()
### **3. Triage your calls**
Finally, work through your action items by assigning them as required.
Need to loop in a colleague on a follow-up task? Just tag them in an [internal thread](https://support.quo.com/core-concepts/team-collaboration/internal-threads) right under the call summary and they’ll get notified.
When you’re done with a conversation, clear your calls by [**marking them as Done**](https://support.quo.com/core-concepts/inboxes/conversations#marking-conversations-as-done). You can also keep them **Open** if you have any outstanding tasks that require your attention.
![Team 3 Call Views Threads 1 Gi]()
## **Leverage data insights to improve your performance**
Quo gives you qualitative and quantitative data you can use to improve your performance over time. Here’s how:
### **1. Identify qualitative themes from your calls**
Want to know which calls require more of your time? Call views can help you easily review the call duration for your recent calls to see conversations typically take up more of your bandwidth.
Maybe you’re struggling with pricing calls or can’t field customer escalations as well as you’d like. When you review similar calls together, you can find patterns that you can address with intention and improve your performance over time.
### **2. Understand team-wide trends**
Call views are a great option to review your calls, but they’re also valuable when you pair them with quantitative insights for your team.
View your team’s call duration and call volume on a weekly, monthly, and quarterly basis from the Quo analytics dashboard.
Are you getting a spike of calls related to a recently released product feature? Is there a new location dealing with customer complaints? See exactly where things are going well and where they need to be improved.
![Team Call Views 4 Analytics 4 Web]()
Call views offer a quick and easy way to manage your action items and identify areas for improvement. If you’re looking for more resources on using call views, check out the following articles:
* [How to coach your team with call views](https://www.quo.com/blog/call-views-coaching/)
* [How to use call views](https://support.quo.com/core-concepts/inboxes/call-views)
# Inbox sharing
Source: https://support.quo.com/core-concepts/team-collaboration/inbox-sharing
Share phone numbers with team members for collaborative customer communication
## Overview
Shared phone numbers allow multiple team members to call and text from a single number, enabling collaborative customer communication. Teams can delegate tasks, stay updated on customer interactions, and ensure seamless communication continuity.
## How shared numbers work
### Collaborative features
**Simultaneous call handling:**
* Incoming calls ring for everyone with access
* First person to answer stops ringing for others
* Multiple concurrent calls supported - number never shows as busy
**Unified communication:**
* All messages, voicemail, and call history synced across team
* Clear identification of which team member sent each message
* Real-time typing indicators when teammates are responding
* Shared business address book for all team members
**Internal collaboration:**
* Leave internal comments on messages, calls, or voicemail
* View and reply to internal threads
* See when conversations were opened and by whom
![Team collaboration interface showing internal threads]()
### User limits by plan
**Starter plan:**
* Up to **10 users** can call and text from one number
* Up to **10 people** can receive incoming calls simultaneously
**Business plan:**
* Up to **100 users** can call and text from one number
* Up to **10 people** can receive incoming calls simultaneously
For larger teams needing custom ring distribution to more than 10 people, set up ring groups with custom ring orders in call flows.
## Setting up shared numbers
### Adding team members to numbers
**From phone number settings:**
1. Go to **Settings** → **Phone Numbers**
2. Click the number you want to share
3. Under **Users**, click **Add users**
4. Search for and select team member
5. Users are automatically added as with **Member** permissions
6. **Optional:** Click the three dots (...) to change someone's role (Admin or Owner)
![Adding users to phone number in settings]()
**From team member settings:**
1. Go to **Settings** → **Members**
2. Enter colleague's email address
3. Specify their role (Owner, Admin, or Member)
4. Select phone numbers they should access
5. Send invitation
![Team member invitation and role assignment interface]()
### Permission levels
**Owner access:**
* Full control of the phone number settings
* Can add or remove team members from the number
* Full calling and texting capabilities
* Internal thread and comment access
**Admin access:**
* Can modify phone number settings
* Can add other team members to the number
* Full calling and texting capabilities
* Internal thread and comment access
Only account **Owners and Admins** can assign numbers to team members. This feature is available on web, desktop, and iOS apps.
**Member access:**
* Calling and texting capabilities
* View all conversations and history
* Internal thread and comment access
* Cannot modify settings or add users
![User role selection for shared number access]()
View complete feature comparisons and current pricing on our [pricing page](https://www.quo.com/pricing).
## FAQs
Verify the team member has been added to the specific phone number in **Settings** → **Phone Numbers**. Access is granted per number, not account-wide.
Check that all team members have the Quo app installed and notifications enabled, and that they're logged into their accounts on their devices.
Only account Owners and Admins can add users to phone numbers. Verify your role permissions and ensure you're using a supported platform (web, desktop, or iOS).
Internal threads are only visible to users who have access to the specific phone number. Ensure all relevant team members are added to the shared number.
Check your plan's user limits (10 for Starter, 100 for Business). Consider upgrading your plan or redistributing users across multiple numbers.
Owners have full control over the number and can add or move members. Admins can modify number settings and add users, but cannot remove users. Members can call and text but cannot modify settings or manage access. Workspace-wide Owners and Admins can always manage any number regardless of number-level role.
***
**Need help?** [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Internal threads
Source: https://support.quo.com/core-concepts/team-collaboration/internal-threads
Create internal team discussions on calls, messages, and voicemail with task management
## Overview
Internal threads enable private team discussions on customer communications without external visibility. Create comments, assign action items, mention teammates, and track task completion directly within the context of calls, messages, and voicemail.
Internal threads are only visible to team members with access to the shared phone number - customers never see these discussions.
## Creating internal threads
### Thread capabilities
**What you can comment on:**
* Messages (SMS/MMS)
* Calls and call recordings
* Voicemail messages
* Any customer communication item
**Team collaboration features:**
* Create action items for yourself or teammates
* Mark comments as resolved when tasks are complete
* Tag team members with **@mentions**
* View activity in centralized feed
### Adding thread comments
1. **Click the message, call, or voicemail** you want to comment on
2. **Select the chat icon** from the popup menu
3. **Type your comment** and send
![Adding an internal comment from Quo, formerly OpenPhone, desktop app]()
**Managing thread resolution:**
* Click **Three dots (...)** above any comment
* Select **"Mark as resolved"** to complete action items
1. **Tap the message, call, or voicemail** you want to comment on
2. **Select "Comment in internal thread"**
3. **Type your comment** under "Reply internally..." and send
![Adding a comment in Quo mobile app]()
**Viewing and resolving on mobile:**
* Check **Activity** in bottom menu for mentions and notifications
* Long tap specific activity items to view context
* Tap comment → upper right corner → **"Mark thread as resolved"**
## Editing thread comments
You can edit your own internal thread comments after posting. This makes it easy to fix typos, add missing details, or clarify your message.
### Edit a comment
1. Hover over your comment in the thread
2. Click the menu icon that appears
3. Select **Edit comment**
4. Make your changes
5. Click **Save**
![Editing thread comments]()
### How edits work
* You can only edit your own comments
* There is no time limit for editing comments
* Only the latest version of a comment is saved
* Hover over an edited comment to see the timestamp of the last edit
Editing thread comments is available on all plans and platforms, including iOS, Android, and web or desktop.
## Mentions and notifications
### How mentions work
**Mentioning teammates:**
1. Type **"@"** followed by teammate or group name
2. Select from popup options as you type
3. Mentioned users receive activity notifications
4. Both sender and recipient see badge notifications
![Example of mentioning a teammate in Quo]()
### Activity notifications
**Notification system:**
* Badge notifications appear next to **Activity** in left menu
* Centralized feed shows all mentions and thread activity
* Context provided for each notification
![Mentions shown in Quo activity feed]()
Mentioned teammates must have access to the shared phone number to see the mention. Mentions are currently not available on Android.
## FAQs
Verify you have access to the specific phone number where the thread was created. Internal threads are only visible to users with shared number access.
Ensure the mentioned teammate has access to the shared phone number. On Android, mention functionality is not yet available.
Check that you're logged into Quo and have notification permissions enabled. Refresh the app or check the Activity feed manually.
Only team members with access to the shared number can mark threads as resolved. Ensure you have appropriate permissions for the phone number.
Historical threads remain visible only to users who had access when they were created. New team members see threads created after they gain access.
Yes, you can edit your own internal thread comments at any time. Edited comments show a timestamp, and only the latest version is saved.
You can only edit comments you created. Make sure you’re hovering over your own comment to see the edit option.
# Team collaboration overview
Source: https://support.quo.com/core-concepts/team-collaboration/overview
Learn how teams work together in Quo, formerly OpenPhone, to deliver exceptional customer communication
## Overview
Quo is designed for teams to work better together, enabling seamless collaboration on customer communication. From shared inboxes to internal discussions and team analytics, Quo provides the tools your team needs to stay aligned and deliver exceptional customer experiences.
## Shared inboxes
### How shared inboxes work
Share any inbox in your Quo workspace with your team. Users in a shared inbox have access to all calls and messages in that inbox, enabling collaborative customer communication.
**Ideal for:**
* Sales teams managing leads and prospects
* Support teams handling customer inquiries
* Customer success teams maintaining relationships
* Any team with medium to high call volumes
### Adding team members to inboxes
**Method 1: Quick inbox access**
1. Click the **three-dot menu** next to your preferred inbox
2. Select **Add users**
3. Choose team members to grant access
**Method 2: Phone number settings**
1. Go to **Settings** → **Phone numbers**
2. Select the phone number you want to share
3. Add users in the **Users** section
![Adding users to shared inbox]()
## Internal threads
### Team discussions in context
Internal threads bring team discussions directly to customer conversations. Get colleague input, supervisor approval, or team feedback in real time without leaving the conversation context.
### Starting internal threads
1. **Select the call or message** you want to comment on
2. **Choose "Comment in internal thread"**
3. **Tag teammates** by typing **@** followed by their name
4. **Add your comment** and engage in team discussion
![Internal thread interface showing team collaboration]()
### Emoji reactions
React to any interaction in your inbox with an emoji - a quick way to let teammates know you've seen a message without adding unnecessary comments.
## Inbox viewers
### Conversation visibility tracking
See exactly who has reviewed conversations, call summaries, or transcripts with the inbox viewers feature. Know who saw what and when they saw it.
**Benefits:**
* No need to follow up in direct messages
* Clear accountability for conversation review
* Better team coordination on customer communications
![Inbox viewers showing who has reviewed conversations]()
## Team analytics
### Performance management and insights
Measure team performance and gather insights using Quo Analytics to optimize collaboration and customer communication.
### Analytics dashboard capabilities
**Team activity tracking:**
* See exactly how many calls and messages each team member handles
* Compare team performance over time
* Segment data by week, month, and quarter
![Team analytics dashboard showing performance metrics]()
**Data export and analysis:**
* Export all metrics in CSV format
* Slice and dice team data for deeper insights
* Track trends and identify improvement opportunities
## Getting started with team collaboration
### Setting up your collaborative workspace
1. **Configure shared inboxes** for your team structure
2. **Train team members** on internal threads and reactions
3. **Establish communication protocols** for customer interactions
4. **Set up analytics monitoring** for performance tracking
For detailed guidance on gathering insights from Quo Analytics, check out the analytics documentation in the administration section.
# Tasks
Source: https://support.quo.com/core-concepts/team-collaboration/tasks
Tasks lets you create action items directly from conversations and track them alongside your inbox. Assign tasks to teammates, set due dates, and mark them complete without leaving Quo.
[Business and Scale plans](https://support.quo.com/core-concepts/administration/billing/pricing) have unlimited tasks, while Starter plans can have up to **10 open tasks**. On the Starter plan, **Completed** tasks don't count toward your limit.
***
## Create a task on web or desktop
1. Open a conversation and locate the **tasks** section in the right sidebar
2. Click **Create new task** and enter a task name and description
3. Add an assignee, and due date
4. Click **Create task** to save the task
Tasks will appear in the sidebar with the contact’s information **and** in the inbox-level Tasks view.
![Create a task from the sidebar]()
1. Open a conversation and locate a call or message activity
2. Hover over that activity until the menu bar appears
3. Click **Create new task** and enter a task name and description
4. Add an assignee, and due date
5. Click **Create task** to save the task
![Create a task from a call or message]()
1. Open the **tasks** tab of an inbox
2. Click the **New task** button and enter a task name and description
3. Add an assignee, and due date
4. Click **Create task** to save the task
**Tasks are always attached to something:** a conversation, an activity, or an inbox. They don’t exist as standalone to-dos.
![Create a task from the inbox]()
***
## Create a task on mobile Coming soon
1. Open a conversation and tap the contact name
2. Tap **View tasks**
3. Tap the **+** button
4. Enter a task name and description
5. Add an assignee, and due date
6. Tap **Create task** to save the task
![Create a task from a conversation on mobile]()
1. Open a conversation
2. Find the call or message activity you want to create a task from
3. \*\*Tap \*\*the activity to bring up the menu
4. Tap **Create new task** and enter a task name and description
5. Add an assignee, and due date
6. Tap **Create task** to save the task
![Create a task on mobile from a call or message]()
1. Open the **tasks** section at the top of your conversations list in an inbox
2. Tap the **+** button
3. Enter a task name and description
4. Add an assignee, and due date
5. Tap **Create task** to save the task
![Create a task from the mobile inbox]()
**Tasks created from a conversation or activity stay linked to their source.** When you open the task later, you can navigate back to where it was created.
***
## Manage tasks at the inbox level
![Manage tasks from the inbox]()
The **tasks** tab in your inbox rolls up all tasks across conversations in that inbox. You can find it next to **Chats** and **Calls** in your inbox.
From the tasks tab, you can:
* See all tasks for the inbox in one place
* See which conversation the task belongs to
* Filter by owner, due date, or status
* Group tasks to focus on what's yours or what's overdue
![Manage tasks from the inbox]()
* View completed tasks, or reopen them
* Copy a link to the task
* Delete the task
* Review a history of changes
![Copy link, delete a task or view history]()
Use this view to manage your personal work queue and keep an eye on what needs attention across all conversations in an inbox.
***
## Manage tasks by conversation
![Manage tasks from the inbox]()
Click any task in the conversation sidebar on web or desktop to open its detail view. From there you can:
* Edit the title, description, assignee, or due date
* Team members are notified when they're assigned a task and if it becomes overdue.
* Mark the task complete or reopen it
* Copy a link to the task
* Delete the task
* Review a history of changes
Overdue tasks are flagged in the **tasks view** so they're easy to spot.
***
## FAQs
* **Starter workspaces are limited to 10 open tasks**. Any task **not marked complete** counts toward that limit, including tasks assigned to teammates.
**Completed tasks do not** count toward the 10-task limit on the Starter plan\*\*. \*\*
* [Business and Scale](https://support.quo.com/core-concepts/administration/billing/pricing) plans can have unlimited open tasks.
Completed tasks move to the **Completed** section in the tasks tab. You can reopen a completed task at any time by editing it and changing its status.
Anyone with access to an inbox can create, assign, and view its tasks. This includes tasks on conversations they don't own.
No. **Tasks must be linked to an activity, conversation, or inbox.** At minimum, a task needs to be attached to an inbox — there's no way to create a standalone task right now.
Tasks are attached to conversations, inboxes, and activities — **not to contacts directly.**
**To find tasks related to a contact**, open one of their conversations and check the tasks section there.
At this time, there is no workspace-level or inbox-agnostic view of tasks. Tasks are viewed per-inbox, and you can **filter by assignee** to find yours\*\*. \*\*
**Tasks are grouped by inbox**, so you'll **need to switch** between inboxes to see everything.
**Two things to check:**
1. Make sure an assignee is set (tasks without one don't trigger notifications)
2. Confirm they have access to the inbox the task was created in
Tasks don’t have any direct integrations just yet, but you can access them via Quo's API and build your own.
If you need to track work in an external tool, you can **copy a link to any task and paste it elsewhere**.
Yes! Once you've connected [Claude](https://support.quo.com/core-concepts/integrations/mcp/claude) or [ChatGPT](https://support.quo.com/core-concepts/integrations/mcp/chatgpt) to your workspace, you'll be able to ask about your tasks directly from your chat.
***
**Need help?** [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Team messaging
Source: https://support.quo.com/core-concepts/team-collaboration/team-messaging
Send direct messages to teammates within Quo, formerly OpenPhone, for seamless internal communication
## Overview
Quo's team messaging enables direct communication with teammates without switching platforms. Send private messages, see online status, and coordinate team activities all within the Quo workspace for seamless internal collaboration.
Team messaging currently supports 1-to-1 direct messaging. Group direct messaging is planned for a future release.
## Sending direct messages
### How to message teammates
**Basic messaging process:**
1. **Click on your teammate's name** in the team list
2. **Type your message** in the "Write a message..." box
3. **Send your message** and continue the conversation
<>
![Direct messaging interface in Quo]()
### Team status visibility
**Online status indicators:**
* See which teammates are currently active
* Identify availability for immediate communication
* Coordinate real-time collaboration opportunities
**Message delivery:**
* Instant message delivery to active teammates
* Notification badges for unread messages
* Message history maintained across sessions
## Receiving messages
### Notification system
**Message alerts:**
* Notification badges appear next to teammate names
* Visual indicators for new messages
* Clear distinction between read and unread conversations
![Team message notification in Quo]()
Group direct messaging is in development. Current 1-to-1 messaging provides essential team coordination capabilities.
## FAQs
Ensure your teammate is added to your Quo workspace and has an active account. Only workspace members appear in the team messaging list.
Check that your teammate is logged into Quo and has a stable internet connection. Message notifications may be delayed if they're offline.
Refresh the Quo app or check your notification settings. Ensure notifications are enabled for team messaging.
Team message history is preserved within each conversation thread. Click on the specific teammate's name to view your conversation history.
Status indicators may take time to update. Try refreshing the app or checking with your teammate directly about their availability.
<>
# Business carrier registration
Source: https://support.quo.com/getting-started/carrier-registration/business
How to register your business for carrier compliance (A2P 10DLC) with Quo, formerly OpenPhone.
## Overview
Registering your business for carrier compliance (A2P 10DLC) ensures your messages are delivered reliably and in compliance with carrier regulations.
## Who should register as a business?
* Incorporated businesses (LLC, Corp, etc.)
* Organizations with an EIN (Employer Identification Number)
* Businesses sending messages on behalf of a brand or company
***
## How to complete your registration
### Try it step-by-step
### Steps to register
1. **Gather your business information:**
* Legal business name (including info like whether you're an LLC, an S-Corp, etc)
* EIN (Employer Identification Number)
* Official business address
* Your industry/vertical
* Your business website URL
Your website must be live, publicly accessible and not a "Coming soon" page. The business name in your website's Privacy Policy, Terms of Service, and footer should match the name you submit for your A2P Registration.
2. **Submit your registration:**
* Go to **Settings**, then click [**Trust center**](https://my.quo.com/settings/trust)
* Choose **"Register now"**
![Trust Center screen showing the "Register now" button]()
* Select **For business** as your registration type
!["For business" option selected in registration flow]()
* Fill out the required fields and submit
3. **Wait for approval:**
* Carrier review can take 1-3 business days
* You’ll be notified by email when your registration is approved or if more information is needed
***
## Tips
* Double-check your EIN and business name for accuracy
* Confirm the business name on your website matches your registration
* Check that your website phone number and address match what you're submitting
* Ensure your website shows a clear product or service
* Identify your official business address (cannot be a PO Box or dev URL)
* If you have multiple brands, register each separately
* If registration is rejected despite a compliant website, [contact support](https://support.quo.com/help/submit-a-request) for Twilio clarification on the rejection reason
Having a consistent online presence (Google Business Profile, social media, business listings) helps strengthen your registration application.
***
## Caller ID names and business names
**The name you use for Caller ID must match the business name on your carrier registration.**
If you operate under a secondary or DBA business name that differs from your registration, the Caller ID submission will be rejected.
To use a secondary name, you'll need to provide documentation linking the two names (e.g. a DBA filing or name change certificate). [Quo](https://support.quo.com/help/submit-a-request) can submit a manual request behalf, but cannot guarantee approval.
***
## FAQs
Not directly. To switch, you’ll need to delete your current registration and re-register as a business.
A couple things to know:
* Messaging may be briefly paused during the switch
* The carrier review fee applies again
Sole proprietor and business registrations are treated as completely separate by carriers, so there’s no way to convert or transfer an existing registration
If you're using a secondary or DBA name, you'll need documentation linking it to your registered name (e.g. a DBA filing or name change certificate). [Contact support](https://support.quo.com/help/submit-a-request) and we'll submit a manual request to Twilio on your behalf. Approval is not guaranteed.
***
## Need support?
[Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
# Carrier registration (A2P 10DLC)
Source: https://support.quo.com/getting-started/carrier-registration/carrier-registration
Complete US carrier registration to ensure text message delivery and avoid filtering.
## What is carrier registration?
Carrier registration, also known as A2P 10DLC, refers to a standard in the United States that allows businesses to send Application-to-Person (A2P) type messaging via standard 10-digit long code(10DLC) phone numbers. Major US carriers consider all messages sent using virtual phone numbers with local area codes, like the ones provided by Quo to be A2P.
### Who is required to register?
Every Quo customer, as virtual phone users who send texts to any US number needs to register. This applies to using Quo for both business and personal use (i.e., texting friends and family). We're unable to support a personal use case exemption at this time.
As of August 31, 2023, unregistered numbers cannot text US phone numbers. Registration is mandatory for all virtual phone number users.
### How long does registration take?
Processing times can vary. Most approvals happen within 24-48 hours; others have remained in pending status for up to 20 days. In rare cases where key information is unable to be verified, registration may take longer than 30 days. You're not able to message US numbers while waiting for your registration approval.
### If my registration is rejected, what can I do?
Review the reason your application was rejected in-app and in a related email, make the required changes and resubmit your application. Because a third-party company handles your information verification, the information we receive is limited, and Quo does not have any control over whether your application is approved or rejected.
### Registration best practices
**Provide accurate information** to help avoid a delay or rejection.
* **Match tax documents exactly**: Use IRS Form CP-575 for US businesses
* **Use consistent branding**: Ensure business name, website, and samples align in use of your business name
* **Ensure your addresses are complete**: Include all address components (suite, apartment numbers, etc.)
***
## Overview
US carrier registration (also referred to as A2P 10DLC) is required for all businesses sending text messages to US phone numbers through Quo. This registration improves message deliverability and prevents carrier filtering by verifying your business and messaging use case.
Try it step-by-step with interactive demos, videos, and more in the Quo Academy.
## Watch our video to learn more
Or keep reading below to learn more about carrier registration.
## Registration paths
### Businesses with an EIN number
**Requirements:**
* Business address matching tax registration
* Company website or business listing
* Existing contact phone number
**Costs:**
* **One-time fee:** \$19.50 (paid directly to the Carrier Registry on your behalf, this is not a Quo fee)
* **Monthly fee:** \$1.50 per month (most organizations), \$3 per month (non-profits)
* **Resubmission fee:** \$15 if rejected
**Once complete, all the phone numbers associated with your workspace can text US numbers**
### Sole proprietor (no EIN number)
**Requirements:**
* Must have a US or Canadian address
* Need a working mobile number that is NOT also your Quo number (+1 country code, not VoIP)
* Take this path if you do not have an EIN number. If you don't know what that is, you likely do not have one.
**Limitations:**
* Only one of your phone numbers will be cleared to text US numbers per registration
* You may see a cap for number of messages you can send per day. This is visible in the A2P dashboard once you're approved.
**Costs:**
* **One-time fee:** \$19.50 (paid directly to the Carrier Registry on your behalf, this is not a Quo fee)
* **Monthly fee:** \$2 per month
* **Resubmission fee:** \$15 if rejected
***
## Registration process
**Want a guided walkthrough?** Try the registration flow step-by-step in [the Quo Academy](https://learn.quo.com/setting-up-quo/registering-for-business-texting/step-by-step-registration/?utm_source=support\&utm_medium=help_center\&utm_campaign=quo_academy\&utm_content=a2p_article).
1. From web or desktop, click **Settings**
2. Select [Trust center](https://my.quo.com/settings/trust)
3. Click **Register now** to start the process
* Provide your legal business name (must match tax documents exactly)
* Tell us your official business type (Corporation, LLC, Partnership, etc.)
* Provide your tax identification number (EIN, BN-9, etc.)
* Enter a business address that matches your official address
* Select your industry category from a drop-down menu
* **Provide your website URL**. If you don't have a website, an official Facebook, Yelp, or Instagram page should work.
* We'll need your first and last name
* Your Business/DBA name if you have one
* A working email address
* A mobile call phone number. This cannot be your Quo number, it MUST be a mobile number
* A US or Canadian address
Ensure that your business website is live, and includes:
* A description of your business, how it operates, and what products and/or services you offer.
* Clear contact information like your address, phone number, and email.
This helps confirm the legitimacy of your business for your registration.
Ensure this contact information is up-to-date, and includes:
* First and last name
* Email
* Job title and position
* Phone number
Select all the types of text messages you anticipate sending to your customers. This helps us generate the message examples required for your registration.
Specific topics are not permitted to be sent over SMS or MMS in the US or Canada. Take the time to read through each toggle, and confirm that you won't message your customers about these topics.
You'll see a breakdown of a one-time fee of \$19.50 paid directly to the Carrier Registry, and a confirmation of a monthly fee of \$1.50 to \$3.00 to keep your registration active. [Monthly fee details.](https://support.quo.com/#registration-paths)
Click **Submit** to process your registration.
***
## Registration status tracking
Monitor your application progress in **Settings** → **Trust**:
* **Pending**: Awaiting approval
* **Approved**: Registration successful
* **Rejected**: Will need to be resubmitted
Outbound text messages cannot be sent to US numbers while you wait for your registration to be approved.
***
## Common rejection reasons
#### **Business information mismatches**
* **EIN doesn't match tax documents**: Ensure exact match with IRS Form CP-575
* **Business name inconsistencies**: Include all designations (LLC, Inc., Corp.)
* **Address discrepancies**: Include complete address with suite/apartment numbers
#### **Technical issues**
* **Invalid mobile number**: Must be US/Canadian cellular (not VoIP)
* **New EIN**: Your EIN needs to be at least 30 days old before this will work
#### **Website Issues**
* Your website or business listing **does not** meet the following criteria:
* Publicly accessible (not password-protected)
* Clearly describes your business, what you do, and the products or services you offer
* Includes contact information (address, phone number, or email)
* Includes **opt-in consent** language near any form where contacts submit their information.
* **Example opt-in language:** *"By providing your phone number, you consent to receive text messages from \[Business Name]. Message and data rates may apply. Reply STOP to opt out."*
**Social pages are accepted if they clearly reference your business.** A Facebook, Instagram, or Yelp page with your business name, description, and contact info is typically sufficient. Personal social pages with no business context are often rejected.
## Troubleshooting rejections
**If registration is rejected:**
1. **Review rejection reasons so you know what to update.** You'll see this in your account's [**Trust center**](https://my.quo.com/settings/trust) and via email notification
2. **Verify all information** properly matches business tax documents exactly
3. **Update inconsistent details** (business name, address, samples)
4. **Resubmit application** with corrected information
5. **Contact support** if you have any questions and we'll walk you through it
***
## Toll-free number registration
Separate registration required for toll-free numbers messaging US/Canadian numbers. You can [read about it in detail here](https://support.quo.com/getting-started/carrier-registration/toll-free-registration).
* **Free registration** (included in subscription)
* **Required since November 8, 2023**
* **Individual registration** required for each toll-free number
* **2-3 week processing time**
***
## Post-registration management
#### **Adding phone numbers**
* **Business registration**: Any new numbers are automatically covered as you add them to your workspace
* **Sole proprietor**: Only one number in your account can text US numbers
#### Ongoing compliance
* **Monthly fees** of \$1.50 automatically charged to maintain registration
* **Subscription continuity**: Registration ends if you cancel your account and leave it canceled for 30 days
***
## FAQs
No, only paid Quo customers can complete carrier registration. Upgrade to a paid plan first.
Processing varies from 5-7 business days to 30+ days depending on review backlog. Manual review by third parties can cause delays.
No, registration cannot be expedited. All applications are manually reviewed by The Campaign Registry and third-party entities.
Sole proprietors without business tax ID can register with US/Canadian address and valid mobile number. Only one number can text US numbers.
Yes! Please reach out to our support team. They can delete your sole proprieter registration, and then you can re-register for a business registration using your EIN number.
Yes, toll-free numbers require separate (free) registration to text US/Canadian numbers. This is different from A2P 10DLC registration.
Businesses with valid tax ID can register from anywhere. Sole proprietors must have US/Canadian address and +1 mobile number.
Registration ends if subscription is cancelled for more than 30 days. You'll need to re-register when reactivating.
Common reasons include business information mismatches, insufficient messaging details, invalid mobile numbers, or new EINs (under 30 days old).
Yes, if it clearly identifies your business. A Facebook, Instagram, or Yelp page with your business name, description, and contact information is typically accepted. A personal social profile with no business context will be rejected.
It must appear near the submit button of the form where contacts provide their phone number, not just in your footer or privacy policy. The language must reference: what they're consenting to receive, how to opt out, and a link to your privacy policy.
***
**Need support?** [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
# Sole proprietor carrier registration
Source: https://support.quo.com/getting-started/carrier-registration/sole-proprietor
How to register as a sole proprietor for carrier compliance (A2P 10DLC) with Quo, formerly OpenPhone.
## Overview
If you’re an individual or small business owner without an EIN, you can register as a sole proprietor for carrier compliance (A2P 10DLC).
## Who should register as a sole proprietor?
* Individuals using Quo for business
* Freelancers, consultants, or single-person businesses
* Businesses without an EIN
Sole proprietor registration only allows **one phone number** in your workspace to send texts. If you need multiple numbers to send texts, you'll need to register as a business instead.
***
## How to complete your registration
### Try it step-by-step
### Steps to Register
1. **Gather your information:**
* Legal first and last name (as it appears on government-issued ID)
* **US or Canadian mobile phone number** (required for identity verification — must be able to receive texts)
* Home or business address
2. **Submit your registration:**
* Go to the Carrier Registration section in your Quo dashboard
* Select "Sole proprietor" as your registration type
* Fill out the required fields and submit
3. **Verify your identity:**
* You may receive a text message to verify your mobile number
* Follow the instructions to complete verification
4. **Wait for approval:**
* Carrier review can take 1-3 business days
* You’ll be notified by email when your registration is approved or if more information is needed
***
## Tips
* Use your legal name as it appears on government documents
* Make sure your mobile number is active and can receive texts
* If your registration is rejected, check that your name and phone number match your ID exactly, then resubmit.
***
**Need support?**[Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
# Toll-free registration
Source: https://support.quo.com/getting-started/carrier-registration/toll-free-registration
How to register your toll-free number for messaging compliance with Quo, formerly OpenPhone.
## Overview
Toll-free numbers have long helped businesses reach customers across North America while building trust and brand recognition. To reduce spam and misuse, mobile carriers now require verification for SMS and MMS sent from toll-free numbers. Verified toll-free messaging means your business and messaging use case have been reviewed and approved by carriers to send messages from toll-free numbers in the US and Canada.
***
## How do I register my toll-free number with Quo?
1. Go to **Settings → Trust center** to start the toll-free registration process
* This option will only show up if you have a toll-free number in your workspace
* You must also be an [Owner or Admin](https://support.quo.com/core-concepts/administration/members) on a [paid plan](https://support.quo.com/core-concepts/administration/billing/pricing). You won't be able to complete your carrier registration during a free trial.
Registration requires a phone number you own in the US or Canada.
![Start toll free carrier registration]()
2. Select which number you want to register. All the unregistered toll-free numbers in the workspace will be listed here.
Each toll-free number needs to be registered individually.
![Choose toll free number to register]()
3. Complete the toll-free registration form.
## Use a business email address when registering
Submissions should include an email address associated with your company’s official domain (e.g., [**name@yourcompany.com**](mailto:name@yourcompany.com)) rather than generic email providers such as Gmail, Yahoo, or Outlook. This helps establish credibility and can speed up the verification process.
* **Larger organizations:** The email must include your corporate domain.
* **Smaller businesses:** A free email address can be used, but there must be a clear connection to the business (such as the email appearing on your website or social profiles).
**Other things to keep in mind:**
* All required fields must be completed. Missing information can delay or result in rejection of your verification request.
* The toll-free number being verified **cannot be listed as the primary contact number** in the verification form.
* You must clearly show that clients have **consented to receive messages** (examples are provided in the form).
* Consent must be obtained **before the first message is sent**.
## Have your Business Registration Number (BRN) ready
Quo must collect your **Business Registration Number (BRN)** (such as an EIN) during toll-free verification. Carriers use this information to confirm your business identity and ensure compliance with messaging regulations.
* **U.S. businesses:** Provide your EIN (Employer Identification Number).
* **Canadian or international businesses:** Provide the government-issued business registration number associated with your company.
Your BRN must:
* Match the **legal business name** listed in the verification form
* Be **valid and registered** with the appropriate government authority
* Belong to the **business that owns or controls the toll-free number**
Incorrect or unverifiable registration numbers may delay or result in rejection of your verification request.
If you're unsure which number to provide, confirm your legal business name and registration details from your official government filings before submitting the form.
## What is client consent? What do I submit as proof?
Before sending your **first message**, you must obtain permission from the recipient to communicate with them. This permission is referred to as **consent**, and the recipient must clearly understand what type of messages they are agreeing to receive.
During registration, you will provide **examples of how consent is collected**. You do **not** need to share client-specific information.
To help you complete the form, here's a short description of each consent type:
* **Website form:** A form or pop-up where visitors enter their phone number and opt in to receive messages. Provide a link to the page for review.
* **Physical form (paper form):** A printed form completed in person. Upload a photo or screenshot of the form.
* **QR code:** A QR code that links to an online form where users can opt in. Upload a screenshot of the QR code.
* **SMS keyword opt-in:** A keyword customers text to subscribe to messages. Provide:
* The keyword used
* Where customers see it
* What happens after they text it
> **Example**\
> *Keyword: SIGNUP. Customers see the keyword on a banner on our website. After texting the keyword to the toll-free number, they are asked to reply “Y” to confirm they want to receive promotional SMS messages.*
## How do I register another toll-free number?
If you have additional toll-free numbers in your workspace that need verification, select **Register another number** to start the process again.
![Register another toll free number]()
## I submitted my form but have not heard back. What should I do next?
After submission, you can monitor the status of your verification via the **Trust center**. You will also receive an email when the registration is submitted, and approved or rejected.
Processing times can vary and may take 2-3 weeks to process once the information has been correctly provided.
![Toll free registration status]()
## My toll-free form was rejected. What should I do now?
If your form was rejected, you’ll be able to see rejection details and resubmit from within the **Trust center**.
You must resubmit your application within 7 days, or you’ll need to restart the verification process.
## My submission was rejected due to forbidden messaging categories. Can I resubmit?
Rejections due to [forbidden messaging categories](https://support.quo.com/core-concepts/messaging/deliverability#prohibited-messaging-categories), are ineligible for resubmission. Please note, in addition to toll-free messaging content restrictions, any use cases that violate our [Terms of Service](https://www.quo.com/terms) or [Fair Use Policy](https://www.quo.com/fair-use) are not allowed on Quo’s platform, regardless of number/sender type or destination country.
### What does "not eligible for resubmission" mean?
When a toll-free registration is marked as not eligible for resubmission, the carrier has determined that the number or messaging use case violates their policy. Unlike standard rejections (where you can fix the information and resubmit) this decision can't be directly appealed by you or by Quo.
***
## FAQs
This service is completely free of charge and included as part of your subscription cost with Quo.
Since **November 8, 2023**, it has been a regulation that toll-free numbers must be registered to message US and Canadian numbers.
Customers who try to send outbound SMS or MMS messages to US or Canadian numbers from an unregistered toll-free number will be blocked from doing so.
If you use a toll-free number to message US or Canadian numbers, you need to register your toll-free number.
**Few things to keep in mind:**
* If your Quo number will be used strictly for calls and inbound messages, you do not need to register your number, as inbound MMS and SMS are not impacted.
* To review if a toll-free number is the best fit for you, [please use our guide here](/core-concepts/phone-numbers/toll-free).
An unregistered toll-free number will lead to outgoing messages being blocked or filtered when messaging clients across North America, preventing your content from delivering successfully. Quo is not able to waive or remove verification requirements for toll-free numbers.
**Owners or admins on a paid plan** with have at least one toll-free number will be able to verify their toll-free number.
Yes, each of your toll-free numbers will need to be registered individually.
This status means the carrier has determined the number or use case violates their policy and the decision can't be directly appealed. Contact Quo support can explore whether an exception is possible, but we unfortunately can't guarantee an outcome.
***
**Need support?** [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
# Install apps
Source: https://support.quo.com/getting-started/install-apps
Install Quo, formerly OpenPhone, on desktop, mobile, or use it in your browser.
Download the Quo app for your PC
Download the Quo app for your Mac
Download Quo for your iPhone or iPad
Download Quo for your Android device
Use Quo on your browser - no installation needed!
## Tips
* Keep your apps up to date for new features and security fixes.
* Enable notifications so you don’t miss calls or messages.
* You can stay logged in on multiple devices.
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
Yes, you can install Quo's iOS and Android apps on your iPad or tablet
You can be logged into 3 devices at once on Quo. This allows you to seamlessly switch between your phone, computer, and tablet while staying connected.
***
# Introduction to Quo
Source: https://support.quo.com/getting-started/introduction
A complete guide to understanding Quo, formerly OpenPhone, what makes it different, and how to get your team up and running in minutes
## Overview
Quo is a reliable, collaborative, and easy-to-use business communication system for small and medium-sized businesses. This guide will walk you through what makes Quo different, how to get set up in minutes, and where to go next.
## Why Quo?
If you’ve used any business phone before, whether it’s a traditional desk phone or a virtual phone, you might be wondering what’s different about Quo. Here are three reasons:
* **Collaborative**: Quo is designed to help your team work better together. Share numbers with team members, take calls and send messages together, troubleshoot customer issues as a group, and so much more.
* **Customizable**: Use Quo your way with a business phone setup that works for you. Set your team’s business hours, phone menu, ring groups, auto-replies, and more. You can even set up branded voicemail greetings for a delightful touch when customers call you.
* **Convenient:** Wherever you go, Quo comes with you. With our desktop, mobile, and browser apps, you can take calls anywhere, at any time. Leave your desk phone in the past, where it belongs.
![Quo overview]()
## **How does Quo work?**
Quo is a Voice over Internet Protocol (VoIP) phone system.
While traditional phone lines transmit voice signals over physical copper wires, VoIP systems take a different approach. They break your voice data down into digital signals (“packets”), send them over the Internet, and then convert those packets into analog signals for recipients to hear you.
This is what allows you and your colleagues to use Quo from your computer, your phone, or your tablet. You can instantly add new team members to your Quo workspace, share your numbers, and customize every aspect of your calling and messaging experience. And you can do all that without paying for niche telecom hardware or bulky desk phones.
## Get set up in 3 steps
Start your free seven-day trial and choose your business phone number:
* [Sign up for Quo](https://my.quo.com/signup)
* Select a local or toll-free number
* Customize your caller ID and phone number settings
Add team members to collaborate on customer communications:
* Go to **Settings → Team**
* Click **Invite team members**
* Assign access and roles
* They'll receive an email to join your workspace
Use Quo across all your devices:
* [Download desktop apps](https://www.quo.com/downloads)
* Install for [iOS](https://apps.apple.com/us/app/openphone-business-phone/id1269755221) or [Android](https://play.google.com/store/apps/details?id=com.openphone.prod)
* Or use the [web app](https://my.quo.com)
Access interactive demos, videos, and more in the Quo Academy.
## Explore more features
Bring your existing numbers to Quo
Organize calls, messages, and voicemails
Share numbers and respond together
Save time by automating routine tasks
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
Yes, Quo requires an internet connection. You can use WiFi, data, hotspot, or even forward calls to your personal number if needed.
No, Quo uses your internet connection (WiFi or cellular data), not your carrier minutes.
A stable internet connection is enough. Quo works even when traveling or roaming.
About 0.5 MB per minute of calling — similar to music streaming.
No hardware needed. Quo works on your phone, tablet, or computer via an app.
Quo offers a 7-day free trial. You can cancel anytime — and we'll remind you before it's over.
Yes! You can port your existing numbers to Quo. We handle the process for you - all you have to do is submit the porting request.
As many as you need. Each phone number requires a subscription, but shared numbers can be used at no extra cost.
Yes! Quo is fully HIPPA compliant. Customers on our Business and Scale plans get:
* A signed Business Associate Agreement (BAA) on request, which is necessary for HIPPA compliance. Fill out [this form](https://openphone.typeform.com/to/vAX6Mdaz) to get one.
* Secure PHI storage for calls, texts, and voicemails
* Access controls and audit logs
* Simple setup — no months-long implementation or enterprise pricing. As soon as you get your BAA, you're all set.
Quo doesn’t support faxing directly, but many businesses pair their phone system with an online fax service to send and receive faxes digitally. Learn more about how how modern online fax services work and what to look for in our guide, [The Best Online Fax Services](https://www.quo.com/blog/best-online-fax-services/).
***
# Join an existing workspace
Source: https://support.quo.com/getting-started/join-a-workspace
Learn how to join an existing Quo, formerly OpenPhone, workspace as a new team member.
## Overview
Got an invite to join your team's Quo workspace? Here's how to accept it and get set up.
### Accepting your invitation
When invited to join a workspace, you'll receive an invitation email that looks like this:
![Quo invitation email]()
Click "Accept invitation" in the email to proceed.
### Sign up options
You have two options for signing up:
1. **Sign in with Google**: No passwords or codes needed - just sign in and you're all set
2. **Sign in with email**: You'll receive a one-time 6-digit code in your email inbox
Sign up with the exact same email address that received the invitation. For example, if the invitation came to [amy@zest.com](mailto:amy@zest.com), make sure to sign up as [amy@zest.com](mailto:amy@zest.com). Otherwise, you'll be placed in your own workspace.
### Completing your profile
Once you've accepted the invitation, you'll need to:
1. **Enter your name**
![Enter your name screen]()
![Enter your name screen]()
2. **Pick your phone number** (if allowed by your workspace admin)
![Pick your phone number screen]()
That's it! You'll know you're all set when you enter your Quo inbox.
### Joining with your work email
If your company uses Quo, you can also sign in directly at [my.quo.com/login](https://my.quo.com/login) with your work email. You'll receive a 6-digit code to confirm your email, then be given the option to join your company workspace:
![Join company workspace option]()
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
# How to port out from Aircall
Source: https://support.quo.com/getting-started/porting/aircall
Step-by-step guide to transfer your phone numbers from Aircall to Quo, formerly OpenPhone
## Overview
Transferring your Aircall phone numbers to Quo is straightforward and free. Since Aircall is a VoIP provider, the porting process typically involves minimal requirements and can be completed quickly once you have the necessary information from your Aircall account.
## Before you begin
### Number types we can port
* Local US & Canadian phone numbers
* Puerto Rico numbers
* North American toll-free numbers
### Requirements
* Active Aircall account with the numbers you want to port
* Workspace owner or admin access in Quo
* Desktop or web version of Quo for submitting the port request
## Information needed from Aircall
To port your numbers from Aircall, you'll need to gather the following information:
| Requirement | Details | Where to find it |
| ----------------- | ---------------------------------------------------------- | ------------------------------------------------- |
| Account number | Your Aircall phone number being ported | Use your full phone number as the account number. |
| PIN/Password | Use 0000 | Enter 0000 when submitting your request to Quo. |
| Billing address | Must match exactly what Aircall has on file | Found in your Aircall account settings |
| Billing statement | Recent invoice or screenshot showing number, name, address | Download from your Aircall billing section |
Ensure your Aircall account is active and in good standing before initiating the port. Suspended or closed accounts cannot be ported.
## Steps to port from Aircall
1. **Gather your account information** → Log into your Aircall account and collect all required details
2. **Verify number eligibility** → Ensure the numbers you want to port are active
3. **Submit port request** → Follow our [step-by-step porting guide](https://support.quo.com/getting-started/porting/overview)
4. **Wait for confirmation** → We'll process your request and notify you of any additional requirements
<>
## Timeline and expectations
* **Processing time**: VoIP-to-VoIP ports like Aircall typically complete within 1-2 weeks
* **Service continuity**: Your Aircall numbers will continue working until the port completes
* **Completion notice**: You'll receive email confirmation when your numbers are active in Quo
Do not cancel your Aircall service until the port is complete. Canceling early will make your numbers unportable.
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
Yes, you can submit multiple numbers in a single porting request. Include all numbers you want to transfer when filling out the port form.
Call history and recordings remain with Aircall and won't transfer to Quo. We recommend exporting any important data before completing the port.
No, you don't need to contact Aircall beforehand. The porting process automatically notifies them. However, ensure your account is current to avoid any delays.
There should be minimal to no downtime. Numbers typically switch from Aircall to Quo within minutes once the port completes.
<>
## Need help?
Our porting specialists are here to assist you throughout the process.
* **Business plan users**: Live chat available Monday-Sunday, 8 AM - 5 PM PST
* **All users**: Submit a support request through the [help center](https://support.quo.com/help/chat-with-us)
* **New to Quo?** [Start your free trial](https://my.quo.com/signup) today
# How to port out from AT&T
Source: https://support.quo.com/getting-started/porting/att
Step-by-step guide to transfer your phone numbers from AT&T to Quo, formerly OpenPhone
## Overview
Porting your AT\&T phone numbers to Quo requires specific information and a transfer PIN. AT\&T has different requirements for consumer and business accounts, but the process is straightforward once you have gathered the necessary details. The transfer typically takes 1-2 weeks to complete.
## Before you begin
### Supported number types
* Local US phone numbers
* Canadian phone numbers
* North American toll-free numbers
### Requirements
* Active AT\&T account with the numbers you want to port
* Workspace owner or admin access in Quo
* Desktop or web version of Quo for submitting the port request
* Valid transfer PIN from AT\&T (expires after 4 days)
## Information needed from AT\&T
| Requirement | Details | Steps |
| --------------- | ---------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Transfer PIN | A 6 digit PIN is required for porting. The PIN is valid for 4 days before it expires. Once expired, you have to reset it. | **AT\&T Mobile App**
1. Tap on more → manage profile
2. Choose people & permissions → scroll to transfer phone number
3. Tap request a new PIN for your new PIN to be displayed |
| Account number | **Consumer**: Typically nine (9) digits
**Business**: 13 - 15 digits
**Home Phone**: 12 - 15 digits | **AT\&T website**
Go to billing and payments → view your bill. Your account number is listed at the top of the bill |
| Billing address | **Consumer**: Must EXACTLY match account
**Business**: Must EXACTLY match the address associated with the number being ported | Double-check to ensure every detail is correct to prevent delays |
| Account status | Account must be active and in good standing | Contact AT\&T Live Chat to ensure your number is portable |
| Bill statement | A recent bill statement is required to verify your account details during porting | Take a screenshot, picture, or download the PDF version |
## Important considerations
* Ensure all information matches AT\&T records exactly to avoid delays
* Your account must be active and in good standing
* Transfer PINs expire after 4 days - generate a new one if needed
* Do not cancel your AT\&T service until the port is complete
### AT\&T porting support
If you need assistance with AT\&T-specific requirements:
* **Phone**: 1-888-898-7685
* **Live Chat hours**:
* Monday to Sunday: 5 AM - 7 PM PST
* Saturday and Sunday: 6 AM - 5 PM PST
## Steps to port from AT\&T
1. **Generate your transfer PIN** → Use the AT\&T mobile app to get your 6-digit PIN
2. **Gather account information** → Collect your account number and exact billing address
3. **Download a recent bill** → Save a PDF or screenshot for verification
4. **Submit port request** → Follow our [step-by-step porting guide](https://support.quo.com/getting-started/porting/overview)
<>
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
The porting process typically takes 1-2 weeks, provided all information is correct and matches AT\&T's records exactly.
AT\&T transfer PINs are only valid for 4 days. If yours expires, simply generate a new one through the AT\&T mobile app before submitting your port request.
Yes, but you'll need authorization from the primary account holder. They will need to generate the transfer PIN and provide the account information.
Consumer accounts typically have 9-digit account numbers, while business accounts have 13-15 digits. Home phone accounts may have 12-15 digits. Check your AT\&T bill to confirm.
Yes, voicemail messages and call history will not transfer to Quo. Save any important messages before the port completes.
<>
# How to port out from Dialpad
Source: https://support.quo.com/getting-started/porting/dialpad
Step-by-step guide to transfer your phone numbers from Dialpad to Quo, formerly OpenPhone
## Overview
Porting your Dialpad phone numbers to Quo requires company or office admin access to generate a port-out PIN. Dialpad has streamlined their porting process with a dedicated portal, making it straightforward to transfer your numbers. The process typically completes within 1-2 weeks.
## Before you begin
### Supported number types
* Local US phone numbers
* Canadian phone numbers
* North American toll-free numbers
### Requirements
* Active Dialpad account with the numbers you want to port
* Company and office admin access in Dialpad
* Workspace owner or admin access in Quo
* Desktop or web version of Quo for submitting the port request
## Information needed from Dialpad
| Requirement | Details | Steps |
| --------------- | -------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Port-out PIN | **Must be company and office admin**
4 digits long
Generate the PIN before submitting the porting request | 1. Go to dialpad.com/portout and log in
2. Enter the phone number being ported
3. Click on Get PIN number and a PIN will automatically be generated |
| Account number | 10-16 digits
(phone number or Dialpad ID)
Highly recommend requesting Dialpad CSR to provide correct information | **Dialpad website**
Navigate to profile settings → personal information to view the account number |
| Billing address | Must EXACTLY match what Dialpad has on file | Double-check to ensure every detail is correct to prevent delays |
| Account status | Account must be active and in good standing | Contact Dialpad Live Chat to ensure your number is portable |
| Bill statement | A recent bill statement is required to verify your account details during porting | Take a screenshot, picture or download the PDF version |
## Important considerations
* Ensure all information matches Dialpad records exactly to avoid delays
* Your account must be active and in good standing
* Only company and office admins can generate port-out PINs
* Do not cancel your Dialpad service until the port is complete
### Dialpad porting support
If you need assistance with Dialpad-specific requirements:
**Live Chat**
* **Standard Plan**: 24/5 support via chat and web
* **Pro and Enterprise Plans**: 24/7 support
## Steps to port from Dialpad
1. **Verify admin access** → Ensure you have company and office admin privileges
2. **Generate port-out PIN** → Visit dialpad.com/portout to get your 4-digit PIN
3. **Gather account information** → Collect your account number and exact billing address
4. **Download recent bill** → Save a PDF or screenshot for verification
5. **Submit port request** → Follow our [step-by-step porting guide](https://support.quo.com/getting-started/porting/overview)
<>
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
The porting process typically takes 1-2 weeks, provided all information is correct and matches Dialpad's records.
You must be both a company admin and office admin to generate the port-out PIN. Regular users cannot access the porting portal.
Either can work, but we recommend contacting Dialpad customer service to confirm the correct account number format for your specific account to avoid delays.
Integrations will stop working once the port completes, and call recordings remain with Dialpad. Export any important data before initiating the port.
Yes, but you'll need admin access for each office and may need to submit separate port requests for numbers from different offices.
<>
## Need help?
Our porting specialists are here to assist you throughout the process.
* **Business plan users**: Live chat available Monday-Sunday, 8 AM - 5 PM PST
* **All users**: Submit a support request through the [help center](https://support.quo.com/help/chat-with-us)
* **Questions before starting?** Review our general [porting guide](https://support.quo.com/getting-started/porting/overview)
# How to port out from Google Voice
Source: https://support.quo.com/getting-started/porting/google-voice
Step-by-step guide to transfer your phone number from Google Voice to Quo, formerly OpenPhone
## Overview
Transferring your Google Voice number to Quo requires unlocking the number first through Google's portal, then completing the standard porting process. The entire process typically takes 1-2 weeks.
## Before you begin
### Requirements
* Active Google Voice account with the number you want to port
* \$3 fee for Google Voice to unlock the number
* Google account credentials
* Access to the email associated with your Google Voice account
### What to know
* Your old Google Voice messages remain in your Google account after porting
* The number must be unlocked before you can port it
* Google Workspace (shown in our documentation as Google Voice Paid) numbers follow a different process than this one
## Unlocking your Google Voice number
### Step 1: Access the unlock page
Visit [google.com/voice/unlock](http://www.google.com/voice/unlock) and sign in to your Google account.
### Step 2: Select and unlock your number
Click **Unlock my number** below the Google Voice number you want to port. If you have multiple numbers, select the correct one from the dropdown menu first.
![Unlocking Google Voice number]()
### Step 3: Pay the unlock fee
Google charges a \$3 fee to unlock your number for porting. The payment screen confirms that your messages will remain in your Google Voice account.
### Step 4: Complete payment
Pay the fee through Google Pay. You'll receive a receipt at your registered email address.
![Receipt for paying the Google Voice port out fee]()
### Step 5: Verify unlock status
After payment, the Number Porting status will show "Unlocked".
![Viewing the status of your phone number in Google Voice after porting out]()
## Porting to Quo
Once your number is unlocked, you can initiate the port to Quo.
### Required information
When porting from Google Voice, you'll need:
* **Letter of Authorization**: Completed during the porting process
* **Billing proof**: Screenshot of the "number unlocked" page
* **PIN**: Your Google Voice voicemail PIN (or 0000 if you don't have one)
* **Account number**: Your Google Voice phone number
### Next steps
Follow the [standard porting process](https://support.quo.com/getting-started/porting/overview) to complete your transfer to Quo.
For Google Workspace (business) numbers, refer to the [Workspace Admin guide](https://support.google.com/a/answer/9530249?hl=en) for specific instructions.
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
After unlocking your number, the porting process typically takes 1-2 weeks. The unlock itself is immediate after payment.
No, all your messages remain in your Google Voice account even after the number is ported away.
Yes, but the process is different. Workspace admins should follow Google's specific guide for business numbers.
If you don't have a voicemail PIN set up, use 0000 as your PIN when submitting the port request.
## Try before you port
Not ready to port yet? [Sign up](https://my.quo.com/signup) for a free 7-day trial with a temporary number to explore Quo's features before transferring your Google Voice number.
Need help? [Contact our support team](https://support.quo.com/help/submit-a-request) for assistance.
# How to port out from Google Voice (Paid)
Source: https://support.quo.com/getting-started/porting/google-voice-paid
Step-by-step guide to transfer your paid Google Voice numbers to Quo, formerly OpenPhone
## Overview
Porting your Google Voice GSuite (paid) phone numbers to Quo requires access to the Google admin console to generate a port-out PIN. The paid Google Voice service has different requirements than the free version, with specific procedures for obtaining porting information. The process typically completes within 1-2 weeks.
## Before you begin
### Supported number types
* Local US phone numbers
* Canadian phone numbers
* North American toll-free numbers
### Requirements
* Active Google Voice GSuite (paid) account
* Google admin console access
* Workspace owner or admin access in Quo
* Desktop or web version of Quo for submitting the port request
## Information needed from Google Voice
| Requirement | Details | Steps |
| --------------- | ----------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Port-Out PIN | A 4-10 digit PIN is required for porting
The PIN is valid for seven days before it expires | **Google admin console**
1. Navigate to apps → Google workspace → Google Voice
2. Click on number porting
3. Select port-out info
4. View or edit the PIN |
| Account number | Typically 10 to 12 digits long | **Google admin console**
1. Navigate to Apps → Google workspace → Google Voice
2. Locate Google Voice number assigned to account, which serves as your account number |
| Billing address | Must EXACTLY match the billing address Google Voice has on file | Double-check to ensure every detail is correct to prevent delays |
| Account status | Account must be active and in good standing | Contact Google Voice GSuite (Paid) to ensure your number is portable |
| Bill statement | A recent bill statement is required to verify your account details during porting | Take a screenshot, picture, or download the PDF version |
## Important considerations
* Ensure all information matches Google Voice GSuite records exactly to avoid delays
* Your account must be active and in good standing
* Port-out PINs expire after 7 days - generate a new one if needed
* You need admin console access to view porting information
* Do not cancel your Google Voice service until the port is complete
### Google Voice support
If you need assistance with Google Voice-specific requirements:
* **Live Chat**: Accessible through the workspace console
* **Customer Support hours**: 24/7 support
## Steps to port from Google Voice (Paid)
1. **Access admin console** → Log into your Google admin console
2. **Generate port-out PIN** → Navigate to Google Voice number porting section
3. **Locate account number** → Find your Google Voice number in the admin console
4. **Verify billing address** → Ensure it matches your Google account exactly
5. **Download recent bill** → Save a PDF or screenshot for verification
6. **Submit port request** → Follow our [step-by-step porting guide](https://support.quo.com/getting-started/porting/overview)
<>
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
The porting process typically takes 1-2 weeks, provided all information is correct and matches Google's records.
Paid Google Voice (GSuite) uses the admin console for porting information and has different PIN generation procedures. Free Google Voice requires unlocking the number first and follows a different process.
Yes, you can include multiple numbers from your Google Voice account in a single port request. Ensure you have the porting information for each number.
Google Voice features, voicemail transcriptions, and integrations will stop working once the port completes. Export any important data before initiating the port.
You need sufficient admin privileges to access the Google Voice settings in the admin console. If you can't access these settings, contact your Google Workspace super admin.
<>
## Need help?
Our porting specialists are here to assist you throughout the process.
* **Business plan users**: Live chat available Monday-Sunday, 8 AM - 5 PM PST
* **All users**: Submit a support request through the help center
* **Questions before starting?** Review our general [porting guide](https://support.quo.com/getting-started/porting/overview)
# How to port out from Grasshopper
Source: https://support.quo.com/getting-started/porting/grasshopper
Step-by-step guide to transfer your phone number from Grasshopper to Quo, formerly OpenPhone
## Overview
Transferring your Grasshopper number to Quo requires gathering your account information and generating a transfer PIN before initiating the port request. The process typically takes 1-2 weeks.
## Before you begin
### Requirements
* Active Grasshopper account in good standing
* Workspace owner or admin access in Quo
* Desktop or web access to Quo (porting transfers can't be initiated via our mobile apps)
* Recent Grasshopper bill statement
### Supported numbers
* US local numbers
* Canadian local numbers
* North American toll-free numbers
## Gathering required information
### Account details needed
| Information | Details | Where to find |
| ----------------------- | -------------------------------------- | -------------------------------------------- |
| **Primary Account PIN** | 4-digit code you create | Generate in Grasshopper app settings |
| **Account number** | 10 digits (usually your main number) | Menu → Settings → Account info → Customer ID |
| **Billing address** | Must match Grasshopper records exactly | Your Grasshopper account or recent bill |
| **Bill statement** | Recent statement for verification | Download PDF or take screenshot |
### Generate your transfer PIN
Navigate to your account settings in the Grasshopper mobile app.
Go to Menu → Settings → Account information.
Tap Account info → Primary PIN → Enter new 4-digit PIN.
Your transfer PIN may expire. Generate it close to when you plan to submit the port request.
## Verify portability
Before initiating the port:
1. **Check account status**: Ensure your account is active and in good standing
2. **Contact Grasshopper**: Use their Live Chat to confirm your number is portable
3. **Verify billing details**: Double-check that all information matches exactly
<>
### Grasshopper support
For porting assistance:
* **Phone**: 1-800-820-8210 (24/7)
* **Live Chat**: Available through their website
## Common issues to avoid
* **Mismatched information**: Even small differences in addresses can delay porting
* **Inactive accounts**: Must be resolved before porting
* **Expired PINs**: Generate a new one if needed
* **Outstanding balances**: Clear any dues before initiating
## Next steps
Once you have all required information:
1. Follow the [standard porting process](https://support.quo.com/getting-started/porting/overview) in Quo
2. Submit your gathered information accurately
3. Monitor your email for status updates
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
<>
## FAQs
The process typically takes 1-2 weeks, provided all information is correct and matches Grasshopper's records.
You must reactivate your Grasshopper account before you can port the number. Contact their support for assistance.
Yes, but each number requires its own port request with complete documentation.
Your Grasshopper service remains active until the port completes, ensuring no service interruption.
<>
## Need help?
Our support team is here to guide you through the process:
* **Business users**: Live chat available 8 AM - 5 PM PST
* **All users**: [Submit a support request](https://support.quo.com/help/submit-a-request)
# How to port out from NumberBarn
Source: https://support.quo.com/getting-started/porting/numberbarn
Step-by-step guide to transfer your phone numbers from NumberBarn to Quo, formerly OpenPhone
## Overview
Porting your NumberBarn phone numbers to Quo is straightforward with NumberBarn's dedicated port-out feature in their mobile app. NumberBarn specializes in number parking and porting, making the transfer process well-documented and efficient. The process typically completes within 1-2 weeks.
## Before you begin
### Supported number types
* Local US phone numbers
* Canadian phone numbers
* North American toll-free numbers
### Requirements
* Active NumberBarn account with the numbers you want to port
* NumberBarn mobile app access
* Workspace owner or admin access in Quo
* Desktop or web version of Quo for submitting the port request
## Information needed from NumberBarn
| Requirement | Details | Steps |
| --------------- | --------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Port-out PIN | 9 - 16 digits
Generate the PIN before submitting the porting request | 1. In the **NumberBarn App** tap on numbers
2. Choose the number being ported
3. Tap on port out tab and the PIN will be displayed |
| Account number | 10 digits | 1. In the **NumberBarn App** tap on numbers
2. Choose the number being ported
3. Tap on port out tab and the account number will be displayed |
| Billing address | Must EXACTLY match what NumberBarn has on file | Double-check to ensure every detail is correct to prevent delays |
| Account status | Account must be active and in good standing | Contact NumberBarn Live Chat to ensure your number is portable |
| Bill statement | A recent bill statement is required to verify your account details during porting | Take a screenshot, picture or download the PDF version |
## Important considerations
* Ensure all information matches NumberBarn records exactly to avoid delays
* Your account must be active and in good standing
* Have the NumberBarn mobile app ready to access porting information
* Do not cancel your NumberBarn service until the port is complete
### NumberBarn support
If you need assistance with NumberBarn-specific requirements, reach out to them on their site via there live chat which is available Monday to Sunday 6 AM to 6 PM PST
## Steps to port from NumberBarn
1. **Open NumberBarn app** → Access your account on the mobile app
2. **Select your number** → Navigate to the number you want to port
3. **Access port-out info** → Tap the port out tab to view PIN and account number
4. **Gather billing details** → Verify your billing address matches exactly
5. **Download recent bill** → Save a screenshot or PDF for verification
6. **Submit port request** → Follow our [step-by-step porting guide](https://support.quo.com/getting-started/porting/overview)
<>
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
The porting process typically takes 1-2 weeks, provided all information is correct and matches NumberBarn's records.
NumberBarn generates PINs of varying lengths for security purposes. Your specific PIN will be displayed in the port out tab of their app.
Yes, any active number in your NumberBarn account can be ported, whether it's actively forwarded or simply parked.
You can port multiple numbers, but you'll need to get the port-out information for each number individually through the app. You can then include all numbers in a single Quo port request.
No, you can leave your NumberBarn forwarding settings active. The number will continue to work normally until the port completes.
<>
# How to port your number out from other providers
Source: https://support.quo.com/getting-started/porting/other
General guide to transfer phone numbers from any provider to Quo, formerly OpenPhone
## Overview
If your current provider isn't listed in our carrier-specific guides, this general porting guide will help you transfer your phone numbers to Quo. While each carrier has unique requirements, the core porting process follows similar steps. We've successfully helped thousands of customers port from various providers, and most transfers complete within 3-10 business days.
## Before you begin
**You cannot send text messages until you complete your [A2P 10DLC registration](https://support.quo.com/getting-started/carrier-registration/carrier-registration).**
To send text messages to US numbers, you must complete your carrier registration after transferring your number to Quo. This registration does not carryover from your previous provider.
Approval can take up to 30 days, and you can't send SMS messages to US numbers while you wait.
**We strongly recommend starting your registration before or at the same time as your port request** so it's approved by the time your number arrives.
[Start your A2P Registration →](https://support.quo.com/getting-started/carrier-registration/carrier-registration)
### Supported number types
* Local US phone numbers
* Canadian phone numbers
* Puerto Rico phone numbers
* North American toll-free numbers
### Requirements
Before starting the porting process, ensure:
1. Your number is active for calls and/or texts with your current carrier
2. All payments are up-to-date with your current provider
3. You can wait 3-10 business days for the port to complete (with zero service interruptions)
4. You have workspace owner or admin access in Quo
After initiating your port request, do not cancel your phone number with your current carrier. Depending on the carrier, your number will either be automatically canceled or you'll need to contact them after the port completes.
## Information needed from your carrier
To successfully port your number, you'll need to gather:
| Information | Where to find it | Important notes |
| ----------------------- | ------------------------------------------------------ | --------------------------------------------------- |
| Account number | Online dashboard, mobile app, or billing statement | Format varies by carrier (typically 9-20 digits) |
| Port-out/Transfer PIN | Account settings, security section, or contact support | May expire after 4-7 days depending on carrier |
| Billing/Service address | Account profile or billing statement | Must match exactly what's on file |
| Account holder name | As shown on bills | Must match carrier records exactly |
| Recent bill | Download from account or screenshot | Must show carrier name, your name, and phone number |
## Steps to port from any carrier
1. **Verify account status** → Ensure your account is active and in good standing
2. **Generate transfer PIN** → Look in your carrier's account settings or contact their porting department
3. **Confirm billing address** → Contact your carrier to verify the exact address on file
4. **Gather proof of service** → Download recent bill or screenshot account dashboard showing:
* Current carrier name
* The telephone number you're porting
* Your name
5. **Submit port request** → Follow our [step-by-step porting guide](https://support.quo.com/getting-started/porting/overview)
## Carrier-specific resources
We have detailed guides for popular carriers:
* [Aircall](https://support.quo.com/getting-started/porting/aircall)
* [AT\&T](https://support.quo.com/getting-started/porting/att)
* [Comcast](https://support.quo.com/getting-started/porting/comcast)
* [Dialpad](https://support.quo.com/getting-started/porting/dialpad)
* [GoDaddy](https://support.quo.com/getting-started/porting/godaddy)
* [Google Voice](https://support.quo.com/getting-started/porting/google-voice)
* [Google Voice (Paid)](https://support.quo.com/getting-started/porting/google-voice-paid)
* [Grasshopper](https://support.quo.com/getting-started/porting/grasshopper)
* [iPlum](https://support.quo.com/getting-started/porting/iplum)
* [Line2](https://support.quo.com/getting-started/porting/line2)
* [NumberBarn](https://support.quo.com/getting-started/porting/numberbarn)
* [RingCentral](https://support.quo.com/getting-started/porting/ringcentral)
* [Sideline](https://support.quo.com/getting-started/porting/sideline)
* [Skype](https://support.quo.com/getting-started/porting/skype)
* [T-Mobile](https://support.quo.com/getting-started/porting/tmobile)
* [Verizon](https://support.quo.com/getting-started/porting/verizon)
* [Vonage](https://support.quo.com/getting-started/porting/vonage)
## Important considerations
* Once your number is fully ported, calling and texting should work immediately in most cases
* SMS functionality may take up to 48 hours to fully stabilize if carriers are slow to update routing
* Do not cancel service with your current carrier until the port is complete
* Ensure all information matches your carrier's records exactly - even small discrepancies can cause delays
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
Most ports complete within 3-10 business days. Landline and VoIP numbers typically port faster (1-3 days), while wireless carriers may take longer (5-10 days).
Contact your carrier's porting department directly. Most carriers have dedicated porting support teams who can provide the exact information needed.
Yes, but ensure your prepaid account is active with sufficient balance. Some prepaid carriers have specific porting requirements or restrictions.
We'll notify you immediately with the rejection reason. Common issues include mismatched information, inactive accounts, or expired PINs. Once corrected, we can resubmit the request.
Currently, we only support porting US and Canadian numbers, plus North American toll-free numbers. International number support may be added in the future.
No, your current service remains active until the port completes. The switch happens automatically with minimal to no downtime.
## Need help?
Our porting specialists are experienced with transfers from all major carriers and many smaller providers.
* **Business & Scale plan users**: Live chat available Monday-Sunday, 8 AM - 5 PM PST
* **All users**: Submit a support request through the help center
# Number porting
Source: https://support.quo.com/getting-started/porting/overview
Transfer your existing phone numbers from any carrier to Quo, formerly OpenPhone, with our simple porting process
## Overview
Porting lets you move your existing phone number from another provider to Quo so you can keep the number your customers already know, while using Quo’s features.
## What is porting?
Number porting is the process of **transferring a phone number** from your current provider to a new one. This FCC-mandated process ensures you can keep your phone number when changing carriers, whether it’s a landline, wireless, or internet-based number.
Porting your number to Quo converts it from a cellular line to a VoIP (internet-based) line.
### The porting process
We submit a port request to your current provider and negotiate a port date on your behalf.
Once we hear back from your carrier, we’ll inform you of the scheduled port date and time.
On the port date, your phone number becomes available in your Quo account.
After successful porting, contact your old carrier to make sure your subscription is canceled. Some carriers automatically cancel subscriptions, while others need to be notified.
## Before you transfer your number
### What you need to know
Before you start a port request, keep these in mind:
**Service limitations**
* Only call and SMS functions transfer with your number
* Internet or bundled services tied to the number won't transfer
* Once ported, **your SIM card and cellular service will be deactivated.** Your number will require Wi-Fi or mobile data to call and text
* Previous conversations and call history don't carry over
* Carrier registration **does not** continue from previous providers and **must be completed after transferring your number to Quo**
**You cannot send texts to US numbers your [A2P 10DLC registration](https://support.quo.com/getting-started/carrier-registration/carrier-registration) is complete.** \
\
Most approvals happen in 24–48 hours, but may take 30+ days in rare cases if key information can't be verified. \
\
**We strongly recommend starting your registration before or at the same time as your port request** you can text as soon as your number arrives. \
\
[Start your A2P Registration →](https://support.quo.com/getting-started/carrier-registration/carrier-registration)
* RCS messaging is not supported and **must be disabled before you port**
Contacts with RCS-capable devices (primarily android users) may be unable to text you for up to 30 days if RCS **is not** disabled before you transfer your number to Quo. \
\
[How to disable RCS messaging on Android → ](https://support.quo.com/getting-started/porting/overview#special-considerations-for-android-users)
**Technical requirements**
* Internet access is required to use Quo
* SMS functionality may take up to 48 hours to fully stabilize after the transfer
* Emergency services (911) aren't available through Quo
* Some services won't send SMS verification codes to virtual numbers
* Porting removes the number from your current carrier's cellular network
**Don't cancel your current service until the port is complete.** Canceling early risks losing your number permanently.
### Supported number types
We can port most North American numbers:
* **US local numbers**: All states supported
* **Canadian local numbers**: All provinces supported
* **Puerto Rico local numbers**: Supported
* **Toll-free numbers**: North American toll-free prefixes (800, 833, 844, 855, 866, 877, 888)
* **Not supported**: International numbers outside US/Canada
### Cost considerations
* **Quo fees**: No charges for porting in or out
* **Previous carrier fees**: Your current provider may charge a port-out fee
* **Additional numbers**: Numbers beyond your user count are billed at \$5/month starting 14 days after porting
## How to transfer your number
You must be a workspace Owner or Admin to initiate porting requests. Access the porting feature through the desktop or web app.
### Choose your porting flow
For transferring one phone number from a different carrier onto Quo.
For transferring multiple phone numbers (ex. a block of phone numbers) onto Quo.
The timeline, what happens during the port, and how to check status are the same for both flows. See [what to expect during and after your port](#what-to-expect-during-and-after-your-transfer).
### Video walkthrough
***
## How to port your phone number
Use this flow when you want to port one phone number into Quo directly from the app.
1. Navigate to **Settings → Phone numbers**, then click **Port an existing number**
![Continue to porting]()
2. Click **Continue to porting**
![Navigate to port number option]()
3. Select your current carrier. If your carrier isn't listed, type it manually.
4. Enter the number you want to port, or click **Port multiple numbers**
![Port single number or choose multiple numbers]()
![]()
5. Upload your billing information and a recent statement.
![Provide billing information]()
5. Enter your carrier credentials:
* **Account number**: Found on your bill or carrier dashboard
* **Account PIN**: Usually in your carrier account settings (contact carrier if unsure)
![Enter carrier credentials]()
6. Digitally sign the authorization.
![Sign port authorization]()
7. Customize your number settings while you wait.
![Sign port authorization]()
After you submit your request, you **can't** make any changes. Our team will review and submit this to your carrier.
***
## How to port multiple phone numbers
**Multiple phone numbers can now be ported using Quo on Web or Desktop.**
[**Follow the steps here →**](https://support.quo.com/getting-started/porting/overview#how-to-port-your-phone-number)
If you want to port a group or block of numbers into Quo using a mobile device, the steps below are available.[ For best results, we recommend using **the standard porting flow on the Quo web or desktop app instead.**](https://support.quo.com/getting-started/porting/overview#how-to-port-your-phone-number)
1. Begin a new [Port In Request](https://toolbox.quo.com/p/portrequest/newsubmission) using this form.
* Enter your **first name** and **last name**
* Enter the **email address linked to your Quo account**
* This is where the phone numbers will be initially assigned
![Port In Request form]()
2. Please select, **More than one** from the drop down under **How many numbers would you like to port in?**
* There are two ways to upload your numbers:
1. Click the **Copy & Paste Number** button and paste the phone numbers in the field, *or*
2. Click the **Upload CSV** button to upload a CSV file with the phone numbers
* If you do not have a ready CSV file, you can click the **Download Template** button to provide the phone numbers to the file before uploading.
You may also use this form to porting **a single phone number**. Simply select, "**One"** from the dropdown and type your number into the field. However, [the easiest way to transfer a single number into Quo is with the in-app flow. ](https://support.quo.com/getting-started/porting/overview#porting-a-single-phone-number-in-the-app)
![Add numbers to Port In Request]()
3. Choose the **current carrier**
* If your carrier is not listed, select **Other** and enter the name of your carrier
4. Click the **Review Numbers** button.
* This checks for duplicates and format validity.
![Review phone numbers]()
5. Click the **Next** button.
6. On the next page, enter the account holder and billing details exactly as they appear on your carrier’s records:
* Business name (leave blank if you don’t have one)
* First and last name of the number owner
* Full billing/service address — must be a physical address, not a PO Box
* Country, city, state/province, and zip/postal code
7. Click the **Attach billing statement** and upload your file (max file size 4MB). If you don’t have a statement, you can upload a **receipt, invoice, Customer Service Record (CSR), or a screenshot** showing the phone number.
![Billing statement upload section]()
8. On the next page, provide the following information:
* **Account Number:** Found on your bill or carrier dashboard
* **Port-out/Transfer PIN:** This should be newly generated; enter 0000 if your carrier does not provide a PIN
![Porting Carrierdetails Multiplenumbers Quo 04 30 2026]()
8. **Digitally sign** the authorization.
9. Click the **Submit Request** button.
![Digitally sign Port In Request]()
![Digitally sign Port In Request]()
***
## What to expect during and after your transfer
These details apply whether you’re porting a single number or multiple numbers into Quo.
### Timeline expectations
* **Processing time**: Typically 1–2 weeks, depending on carrier response
* **Service continuity**: No interruption — continue using your existing provider until the confirmed port date
* **Activation**: Calling usually works immediately once the port completes; SMS may take up to 48 hours to stabilize
Customize your phone numbers while you wait! [Update your phone number settings](https://support.quo.com/core-concepts/phone-numbers/overview#naming-and-organizing-numbers) in Quo so everything is ready on day one.
### Checking port status
Track your porting request progress in two ways:
#### Email updates
We send status updates to your account email address throughout the porting process. Check your inbox for:
* Initial confirmation
* Carrier response updates
* Port date notification
* Completion confirmation
#### In-app status
View real-time status directly in Quo:
1. Click on your pending port number
2. Select **Phone number settings**
3. View current status and any required actions
![Check porting status in app]()
### How to delete a temporary phone number
Once your number is transferred and fully active, you'll be able to delete the temporary number from your Quo workspace. Deleting a phone number doesn’t cancel your subscription. It only removes that specific number and adjusts your billing automatically.
**Owner or Admin permissions are required to delete phone numbers**, and must be done on Web or Desktop.
1. Go to [**Phone Numbers**](https://my.openphone.co/settings/my-phone-numbers) in workspace settings
2. Click the number you want to remove
3. Scroll to **Danger Zone**
4. Click **Delete \[phone number name]**
5. Type **Delete \[phone number name]** to confirm
![How to delete a phone number from Quo]()
***
## Special considerations for iPhone users
When porting from an iPhone, you must deactivate iMessage and FaceTime to ensure all messages and calls route correctly to Quo.
### Remove from iMessage
1. Go to iPhone **Settings**
2. Tap **Messages**
3. Tap **Send & Receive**
4. Uncheck your ported number in **You can be reached by iMessage at**
### Remove from FaceTime
1. Go to iPhone **Settings**
2. Tap **FaceTime**
3. Uncheck your ported number in **You can be reached by FaceTime at**
If messages still aren't routing correctly, you may need to [deregister iMessage](https://selfsolve.apple.com/deregister-imessage/) completely.
## Special considerations for Android users
### **Disable RCS before porting your number**
Quo uses SMS and MMS for text messaging. If your number still has an active RCS registration when it ports, other RCS-capable devices will continue trying to send you messages via RCS instead of SMS and those messages won't be delivered. **The RCS cache can take up to 30 days to expire on its own.**
If your phone number is registered for RCS messaging (the default on most Android devices), **you must disable RCS before your number ports to Quo**.
If you wait until after the port, the de-registration cannot be completed from your device.
### Disable RCS from Google Messages
1. Open the **Google Messages** app
2. Tap your **profile picture** → **Messages settings**
3. Tap **RCS chats**
4. Toggle off **Turn on RCS chats**
5. Wait for confirmation that RCS has been turned off
### Disable RCS from Samsung Messages
1. Open the **Samsung Messages** app
2. Tap **⋮ (three dots) → Settings**
3. Tap **Chat settings** or **RCS chats**
4. Toggle off **Rich Communication Settings**
Do this while the number is still active on your phone — once the transfer to Quo is in progress and the number leaves your device, you can no longer deregister.
### Restart group conversations
**Group conversations will not automatically convert to SMS/MMS, even after RCS is disabled.** Your contacts will need to delete the old group conversation thread on their devices and create a new one for you to reliably receive messages to Quo.
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
***
## FAQs
Yes, but consider these limitations:
* \*\*You'll need a data plan or WiFi to make/receive calls and texts: \*\*Your SIM card and cellular service will be deactivated when you transfer your number to Quo, so a separate internet connection is required.
* **Some services won't send verification codes to virtual numbers:** You may not be able to receive two-factor authentication codes
* **Emergency services (911) aren't available**
**Recommendation:** Get a new Quo number and keep your personal number with your carrier for emergencies and 2FA.
Yes. Porting your number to Quo converts it from a cellular line to a VoIP line.
Your number will only work with an internet connection (Wi-Fi or mobile data), and no longer has traditional cellular service. Quo replaces your phone number and calling service, but not your internet connection.
Yes. Quo routes calls and texts over the internet rather than your carrier's cellular network, so a cellular plan is not required. You just need a Wi-Fi or mobile data connection to use the app.
If you do have a cellular plan, it works alongside Quo without any conflict; your carrier plan and your Quo number operate independently.
Porting your number to Quo moves it from your carrier's network to Quo's internet-based system. Your carrier plan itself is not automatically cancelled, **but the number you ported will no longer be active on it.**
From there, it's up to you:
* **Keep your carrier plan** if you want a separate cellular number on the same device
* **Cancel or downgrade your carrier plan** if Quo is replacing it entirely; you just need Wi-Fi or mobile data to use Quo
Contact your previous carrier and ask them to "resume ported subscriber service" with a new number.
They'll assign a new number to your SIM and reactivate your cellular connection. **Your Quo number stays with Quo.**
Yes! Since Quo works over the internet, your number travels with you. As long as you have a Wi-Fi or mobile data connection, you can make and receive calls and texts on your Quo number from anywhere in the world. A few options for staying connected abroad:
* Connect to Wi-Fi and use Quo at no extra cost
* Use your existing carrier's international roaming plan for mobile data
* Pick up a local SIM card for data only — Quo will work through it just the same
Simply type your carrier's name manually in the field. Our porting team handles requests from all US and Canadian carriers.
Yes, you can submit multiple porting requests. Each number requires its own complete application with billing information and authorization. If you have a port of 5+ numbers, please [submit your port in request here](https://toolbox.quo.com/p/portrequest/newsubmission), or feel free to contact our [Porting team](https://support.quo.com/help/submit-a-request) to initiate the process.
Common rejection reasons include:
* Mismatched account information
* Active contract obligations
* Unpaid balances
We'll notify you of any issues and help resolve them to resubmit.
Porting timelines are set by the releasing carrier and typically can't be expedited. Business numbers may take longer than personal numbers.
This means we currently don't have coverage for your phone number's location. Rate centers are tied to the original telephone exchange and determine geographic coverage for local calling.
If your number can't be ported, you have a couple of options:
* Choose a new Quo number with a local area code that matches your area during setup
* Wait for expanded coverage (though there's no ETA for specific rate centers)
No. Once the number has ported, disabling RCS on the old device does not fix the issue. Because the number is no longer active on that device, the cache won't be updated. The 30-day expiry window starts as soon as your transfer is completed.
**Messages will not route correctly for 30 days or longer.** You'll need to wait until the cache expires. Unfortunately, there is no workaround for this at this time
Group message threads that existed before you transferred your number to Quo will not convert to SMS/MMS even after the 30-day cache expires.
**To fix it:** Your contacts will need to **start a new group conversation** for messages to route correctly using SMS/MMS.
When you port a landline number to Quo, it becomes a VOIP number. Your number will move to Quo's network and will only ring in the Quo app. It won't ring on your physical desk phone. Your physical device stops receiving calls on that number.
If keeping the number on your physical device is important, porting may not be the right move. You have a couple of alternatives:
* Keep your existing number at your carrier and get a separate Quo number, then use call forwarding to route calls between them
* Use your call flow to forward incoming Quo calls to your physical phone's number
# How to port out from RingCentral
Source: https://support.quo.com/getting-started/porting/ringcentral
Step-by-step guide to transfer your phone numbers from RingCentral to Quo, formerly OpenPhone
## Overview
Porting your RingCentral phone numbers to Quo requires your voicemail PIN and typically uses your main company number as the account number. RingCentral is a major business VoIP provider, and the porting process is well-established. The transfer typically completes within 1-2 weeks.
## Before you begin
### Supported number types
* Local US phone numbers
* Canadian phone numbers
* North American toll-free numbers
### Requirements
* Active RingCentral account with the numbers you want to port
* Voicemail PIN (6-10 digits)
* Workspace owner or admin access in Quo
* Desktop or web version of Quo for submitting the port request
## Information needed from RingCentral
| Requirement | Details | Steps |
| --------------- | --------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Voicemail PIN | 6 - 10 digits | **RingCentral App**
NOTE: You cannot view your current PIN. If you can't remember it, you have to edit and save it
Go to settings → phone settings → phone → edit voicemail PIN |
| Account number | 10 digits, typically the main company number | Go to the **RingCentral website** → account → billing |
| Billing address | Must EXACTLY match what RingCentral has on file | Double-check to ensure every detail is correct to prevent delays |
| Account status | Account must be active and in good standing | Contact RingCentral Live Chat to ensure your number is portable |
| Bill statement | A recent bill statement is required to verify your account details during porting | Take a screenshot, picture or download the PDF version |
## Important considerations
* Ensure all information matches RingCentral records exactly to avoid delays
* Your account must be active and in good standing
* You cannot view your current voicemail PIN - reset it if forgotten
* The main company number typically serves as your account number
* Do not cancel your RingCentral service until the port is complete
### RingCentral support
If you need assistance with RingCentral-specific requirements:
* **Phone Support**: 1-888-898-4591 (Monday to Sunday 5 AM - 6 PM PST)
* **Live Chat**: Available 24/7 for immediate assistance
## Steps to port from RingCentral
1. **Verify or reset voicemail PIN** → Access RingCentral app settings to set a known PIN
2. **Locate account number** → Find your main company number in billing section
3. **Confirm billing address** → Ensure it matches RingCentral records exactly
4. **Download recent bill** → Save a PDF or screenshot for verification
5. **Submit port request** → Follow our [step-by-step porting guide](https://support.quo.com/getting-started/porting/overview)
<>
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
The porting process typically takes 1-2 weeks, provided all information is correct and matches RingCentral's records.
You'll need to reset it through the RingCentral app. Go to settings → phone settings → phone → edit voicemail PIN. Use this new PIN for your port request.
In most cases, yes. RingCentral typically uses the main company number as the account number. You can verify this in your billing section.
Extensions and user configurations remain with RingCentral. Only the specific numbers you port will transfer to Quo. Plan accordingly for any dependent extensions.
Yes, you can selectively port numbers. Only include the numbers you want to transfer in your port request. Other numbers will remain active with RingCentral.
No, integrations tied to RingCentral will stop working once the port completes. Set up new integrations in Quo after your numbers are active.
<>
# How to port out from T-Mobile
Source: https://support.quo.com/getting-started/porting/tmobile
Step-by-step guide to transfer your phone numbers from T-Mobile to Quo, formerly OpenPhone
## Overview
Porting your T-Mobile phone numbers to Quo requires a transfer PIN that expires after 7 days and varies in format between consumer and business accounts. T-Mobile has streamlined their porting process through their mobile app, making it easier to obtain the necessary information. The transfer typically takes 1-2 weeks to complete.
## Before you begin
### Supported number types
* Local US phone numbers
* Canadian phone numbers
* North American toll-free numbers
### Requirements
* Active T-Mobile account with the numbers you want to port
* T-Mobile mobile app or website access
* Workspace owner or admin access in Quo
* Desktop or web version of Quo for submitting the port request
## Information needed from T-Mobile
| Requirement | Details | Steps |
| --------------- | ------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Transfer PIN | A 6-digit PIN is required for porting
The PIN is valid for seven (7) days before it expires | **T-Mobile app**
1. Tap on account
2. Select profile settings
3. Choose line settings
4. Select the number you're porting
5. Tap on request a transfer PIN
Follow steps to generate a new PIN |
| Account number | **Consumer**: Typically nine digits
**Business**: varies, best to check first | **T-Mobile website**
Navigate to your account to view the account number displayed at the top of the page |
| Billing address | Must EXACTLY match the billing address T-Mobile has on file | Double-check to ensure every detail is correct to prevent delays |
| Account status | Account must be active and in good standing | Contact T-Mobile Live Chat to ensure your number is portable |
| Bill statement | A recent bill statement is required to verify your account details during porting | Take a screenshot, picture, or download the PDF version |
## Important considerations
* Ensure all information matches T-Mobile's records exactly to avoid delays
* Your account must be active and in good standing
* Transfer PINs expire after 7 days - generate a new one if needed
* Business account numbers vary in length - verify yours first
* Do not cancel your T-Mobile service until the port is complete
### T-Mobile porting support
If you need assistance with T-Mobile-specific requirements:
* **Phone**: 1-877-789-3106
* **Live Chat**: Available through T-Mobile website and app
* **Porting department hours**: Monday to Sunday 4 AM - 12 PM PST
## Steps to port from T-Mobile
1. **Generate transfer PIN** → Use the T-Mobile app to get your 6-digit PIN
2. **Locate account number** → Find it at the top of your T-Mobile account page
3. **Verify billing address** → Ensure it matches T-Mobile records exactly
4. **Download recent bill** → Save a PDF or screenshot for verification
5. **Submit port request** → Follow our [step-by-step porting guide](https://support.quo.com/getting-started/porting/overview)
<>
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
The porting process typically takes 1-2 weeks, provided all information is correct and matches T-Mobile's records exactly.
T-Mobile transfer PINs are valid for 7 days. If yours expires, simply generate a new one through the T-Mobile app before submitting your port request.
Yes, but you'll need authorization from the primary account holder. They will need to generate the transfer PIN and provide the account information.
Consumer accounts typically have 9-digit account numbers, while business account formats vary. Check your T-Mobile account page to see your specific account number format.
Your account must be in good standing to port. Pay any outstanding balances before initiating the port request to avoid delays or rejections.
No, voicemail messages and call history will not transfer to Quo. Save any important messages before the port completes.
<>
## Need help?
Our porting specialists are here to assist you throughout the process.
* **Business plan users**: Live chat available Monday-Sunday, 8 AM - 5 PM PST
* **All users**: Submit a support request through the [help center](https://support.quo.com/help/chat-with-us)
* **Questions before starting?** Review our general [porting guide](https://support.quo.com/getting-started/porting/overview)
# How to port out from Verizon
Source: https://support.quo.com/getting-started/porting/verizon
Step-by-step guide to transfer your phone numbers from Verizon to Quo, formerly OpenPhone
## Overview
Porting your Verizon phone numbers to Quo requires a transfer PIN that expires after 7 days and account numbers that vary significantly based on your plan type. Verizon has different account number formats for mobile, business, and government accounts. Verizon's porting process typically takes 2-4 business days, which is faster than most carriers.
## Before you begin
### Supported number types
* Local US phone numbers
* Canadian phone numbers
* North American toll-free numbers
### Requirements
* Active Verizon account with the numbers you want to port
* Verizon mobile app or website access
* Workspace owner or admin access in Quo
* Desktop or web version of Quo for submitting the port request
## Information needed from Verizon
| Requirement | Details | Steps |
| --------------- | --------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------- |
| Transfer PIN | A 6 digit PIN is required for porting
The PIN is valid for 7 days before it expires | **Verizon mobile app**
1. Tap on account tab
2. Select account settings
3. Tap number transfer PIN → generate PIN |
| Account number | **Mobile**: 10 - 14 digits
**Business**: 15 - 20 digits
**Government and Enterprise**: 18 - 22 digits | **Verizon website**
1. Navigate to account
2. Select account settings overview to display the account number |
| Billing address | Must EXACTLY match the billing address Verizon has on file | Double-check to ensure every detail is correct to prevent delays |
| Account status | Account must be active and in good standing | Contact Verizon to ensure your number is portable |
| Bill statement | A recent bill statement is required to verify your account details during porting | Take a screenshot, picture, or download the PDF version |
## Important considerations
* Ensure all information matches Verizon records exactly to avoid delays
* Your account must be active and in good standing
* Transfer PINs expire after 7 days - generate a new one if needed
* Account number length varies significantly by plan type
* Do not cancel your Verizon service until the port is complete
### Verizon porting support
If you need assistance with Verizon-specific requirements:
* **Phone**: 1-888-844-7095
* **Hours**: Monday to Saturday, 8 AM - 7 PM PST; Sunday 8 AM - 5 PM PST
## Steps to port from Verizon
1. **Generate transfer PIN** → Use the Verizon mobile app to get your 6-digit PIN
2. **Locate account number** → Find it in your account settings overview
3. **Verify billing address** → Ensure it matches Verizon records exactly
4. **Download recent bill** → Save a PDF or screenshot for verification
5. **Submit port request** → Follow our [step-by-step porting guide](https://support.quo.com/getting-started/porting/overview)
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
## FAQs
The porting process typically takes 2-4 business days, which is faster than most carriers, provided all information is correct.
Verizon uses different account number formats based on your plan type. Mobile accounts are shorter (10-14 digits), while business and enterprise accounts can be much longer (up to 22 digits).
Verizon transfer PINs are valid for 7 days. If yours expires, simply generate a new one through the Verizon mobile app before submitting your port request.
Yes, but you'll need authorization from the primary account holder. They will need to generate the transfer PIN and provide the account information.
Mobile accounts typically have 10-14 digit account numbers, while business accounts have 15-20 digits. Government and enterprise accounts can have 18-22 digits. Check your Verizon account page to see your specific format.
No, Verizon Cloud data, voicemail messages, and call history remain with Verizon. Back up any important data before the port completes.
## Need help?
Our porting specialists are here to assist you throughout the process.
* **Business plan users**: Live chat available Monday-Sunday, 8 AM - 5 PM PST
* **All users**: Submit a support request through the [help center](https://support.quo.com/help/chat-with-us)
* **Questions before starting?** Review our general [porting guide](https://support.quo.com/getting-started/porting/overview)
# Sign up
Source: https://support.quo.com/getting-started/sign-up
Create your Quo, formerly OpenPhone, account and get your business phone number in minutes
## Overview
Signing up for Quo and getting your dedicated phone number is simple. You can create a new account in minutes or join an existing workspace if you've been invited by your team.
## Creating a new account
### Step-by-step instructions
1. Go to [Quo's sign up page](https://my.quo.com/signup)
2. **Email verification**: Enter your email address and click "Continue". You'll receive a 6-digit code in your email. Enter this code and click continue.
3. **Personal information**: Enter your first and last name.
4. **Account type**: Confirm whether this Quo account is for your team or just for you.
5. **Mobile verification**: To verify that you're a real person, enter a mobile phone number and provide the verification code.
A landline, Skype number, or virtual number cannot be used for verification. You must use a real mobile phone number.
6. **Phone number selection**: Choose between:
* **New phone number**: We'll automatically assign you one, which you can change by clicking "pick a different number"
* **Port existing number**: We'll assign you a temporary number while the porting process is completed. [Learn more about porting](https://support.quo.com/getting-started/porting/overview)
7. **Plan selection**: Pick the plan you'd like to trial. Regardless of the plan you choose, you'll get a 7-day free trial. You can cancel at any time and we'll send you a reminder email a day before your trial ends.
8. **Payment information**: Enter your credit or debit card information.
A temporary \$1 hold will be applied to validate the payment method. This is not an actual charge and will be removed from your card within a few days.
***
## Identity verification requirements
To stay compliant with carriers and help reduce the risk of phone fraud, Quo requires personal identity verification for all workspaces.
### Why verification is required
Quo works with [Stripe](https://stripe.com/) to conduct identity verification online. This ensures every workspace belongs to a real person or business with good and lawful intentions.
### Limitations without verification
In an unverified state, your workspace will have these limitations:
* Limited to three outgoing conversations per day
* Can only receive inbound calls from the number used to verify your account
* No automated call forwarding options
* Cannot add new phone numbers
These limitations persist even with a paid subscription until verification is complete.
### How to verify your identity
You'll see a verification banner at the top of your Quo workspace until verified. Workspace owners can click "learn more" to begin the process.
### Best practices for successful verification
**What you'll need:**
* A valid government-issued photo ID (not a photocopy)
* A device with a camera (mobile devices recommended)
**Tips for success:**
* **Clear images**: Ensure photos aren't too dark, bright, or blurry
* **Full visibility**: Don't block any part of your ID or face
* **Good lighting**: Find ambient lighting without strong shadows or glare
* **Remove accessories**: Take off sunglasses, masks, or other face coverings
### What information is collected
Stripe helps Quo confirm your identity by:
* Capturing images of your government-issued ID to verify authenticity
* Taking photos of your face to match with your ID
* Collecting your name, date of birth, and ID number to validate against databases
### Privacy and data access
Both Quo and Stripe have access to your verification data. Stripe uses stringent security standards to handle and store this information. To request data removal after verification, email [compliance-team@quo.com](mailto:compliance-team@quo.com).
## Troubleshooting sign-up issues
### Email verification codes
If you're not receiving verification codes, ensure Quo's email address ([noreply@quo.com](mailto:noreply@quo.com)) is allowed in your email client.
1. Log in to your Gmail account
2. Click the gear icon → "See all settings"
3. Select "Filters and blocked addresses" tab
4. Click "Create a new filter"
5. Enter [noreply@quo.com](mailto:noreply@quo.com) in the "From" field
6. Click "Create filter" and check "Never send to spam"
1. In the Home tab, click on "Junk" in the Ribbon
2. Select "Junk E-mail Options"
3. Navigate to the "Safe senders" tab
4. Click "Add"
5. Enter [noreply@openphone.co](mailto:noreply@openphone.co) and click OK
6. Click OK to close Junk E-mail options
***
### Existing account issues
If you receive a message indicating you already have an account during sign-up:
1. [Contact Support](https://support.quo.com/help/submit-a-request) and provide the phone number you're trying to use
2. Support will text a verification code to confirm you're the account owner
3. Once verified, they'll remove the number from the previous account
4. You can then use the verified number to create a new account
Need assistance? [Submit a request](https://support.quo.com/help/submit-a-request) to our support team or [chat with us](https://support.quo.com/help/chat-with-us).
***
## FAQs
Not at this time. Each email address can only be associated with one Quo account. If you need to keep billing separate for different businesses, you'll need to register with a different email address and use an alternate browser or device to access the second account.
When you sign up and enter your credit/debit card details, a temporary \$1 hold is placed on your card. This is a security check, not an actual charge. The hold will be removed from your card within a few days.
No, currently the government ID verification process described above is the only option. The in-app prompts will guide you through the required steps.
Not in the same browser session. Quo is a single-login, single-workspace app — you can only be logged into one workspace at a time in any given browser.
If you need to have two accounts open at the same time, you can use different browsers (e.g. Chrome and Firefox), a regular and incognito window, or different devices (desktop app, web browser, and mobile). Each account still requires its own email address.
# Community programs
Source: https://support.quo.com/community/overview
Discover and connect with Quo, formerly OpenPhone, community initiatives, programs, and resources.
Quo is more than a business phone system — it's a community of builders, operators, and teams creating innovative communication workflows. Here's how to plug in:
## 💬 Ask questions and share tips
Join the discussion on [Reddit](https://www.reddit.com/r/openphone/) to:
* See how other teams use Quo
* Ask product or setup questions
* Share your tips and workflows
We moderate the subreddit, but for official help please [contact Support →](https://support.quo.com/help/chat-with-us)
## 🛠 Request features or share feedback
Have feedback or spotted a bug?
* [Submit a support request →](https://support.quo.com/help/chat-with-us)
* Feature requests and feedback goes to our Product team
## 🧩 Need help from our team?
* Looking to use Quo at your company? [Contact Sales →](https://www.quo.com/sales)
* Need tech support? [Get in touch →](https://support.quo.com/help/chat-with-us)
## 🧑💼 Get expert help
Need setup support, integrations, or optimization?
Check out our vetted [Experts Directory →](https://www.quo.com/experts)
## 🤝 Partner with us
Earn commission by referring customers and helping them set up Quo.
Apply to the [partner program →](https://www.quo.com/partners)
## 🎁 Refer and earn
Love Quo? Share it and get rewarded:
* [Refer customers →](https://support.quo.com/community/referral-program)
* Earn gift cards when they become paying customers
## 📺 Learn with us
Subscribe to [Quo on YouTube →](https://www.youtube.com/c/OpenPhone) for:
* Product tips and updates
* Founder stories
* Workflow demos
Join us for [live events and demos →](https://www.quo.com/webinars)
## 🎁 Quo Perks
All Quo customers get access to exclusive partner discounts through **Quo Perks** — saving up to **\$10,000** on popular tools.
### How to redeem perks
1. Log into your Quo workspace.
2. Click `Help and support` (bottom left), then select `Perks`.
3. Browse available offers and follow the redemption steps — usually a code or special link.
Eligibility varies by offer. Check the details for each deal inside your workspace.
## Follow us
Stay in the loop and connect with the team:
* [X (Twitter) →](https://x.com/OpenPhone)
* [LinkedIn →](https://www.linkedin.com/company/openphone/)
# Quo partner program
Source: https://support.quo.com/community/partner-program
Earn commission by referring customers and help small businesses grow with exclusive perks
Quo, formerly OpenPhone's partner program is built for creators, consultants, and communities who want to share a great product — and earn rewards while doing it.
## 🤝 How the partner program works
For every qualified referral, you’ll earn **20% commission** on the annual revenue of that customer.
1. Apply to the [Quo partner program](https://www.quo.com/partners).
2. Get your dedicated referral link via PartnerStack.
3. Share it with your audience.
4. Track referrals in your PartnerStack dashboard.
To count as a *qualified referral*, a customer must:
* Sign up using your unique referral link
* Be new to Quo (not previously contacted or referred)
* Convert to a paid plan
* Not share an account with an existing Quo customer
Read the [Partner Terms](https://www.quo.com/partners/terms) for full details.
## 🚀 How to refer customers
Once you're onboarded, there are four approved ways to refer and earn:
### 1. Custom referral link
When you join via PartnerStack, you’ll get a unique referral link that tracks clicks, signups, and conversions automatically.
Share it via email, social media, your site, newsletters and anywhere you reach your audience.
[More on managing links →](https://support.partnerstack.com/hc/en-us/articles/360009184274-Sharing-your-link)
### 2. Lead form
If you’re early in a sales conversation or working directly with a client, you can submit leads via the **Leads** tab in PartnerStack.
You’ll earn commission once the lead is approved and converts to a paying customer.
[Learn how to submit a lead →](https://support.partnerstack.com/hc/en-us/articles/360009378174-Submitting-a-Lead)
### 3. PartnerStack Network Connect
Use this if you're working in HubSpot — you can submit leads and referrals directly via the PartnerStack Network Connect app.
[Install Network Connect →](https://support.partnerstack.com/hc/en-us/articles/32776906923667-PartnerStack-Network-Connect)
### 4. Intro via email or Slack
Prefer a personal touch? Just introduce your referral to our team. We’ll track the referral manually and ensure you’re credited if the lead converts.
This list reflects the currently approved referral methods (last updated: Sep 21, 2025).
Have questions or suggestions? Email us at [partners@quo.com](mailto:partners@quo.com).
# Referral program
Source: https://support.quo.com/community/referral-program
Share Quo, formerly OpenPhone, with others and earn gift cards for successful referrals
Already recommending Quo to others? Now you can get rewarded for it.
## 🎁 How it works
When someone signs up using your referral link and becomes a paying customer for **3 months**, both of you earn gift cards:
* **You** get a \$50 gift card
* **They** get a \$20 gift card
Rewards are sent after the referred account has remained active for 3 months.
## 🔗 How to refer
1. Go to your **Account Settings** in Quo.
2. Click on **Referrals** to find your unique referral link.
3. Share it directly or post it anywhere you recommend business tools — email, social, communities, or 1:1 conversations.
## 💡 Eligibility
* Your referral must **sign up using your link** and maintain an active subscription for 3 months to qualify.
* You can earn up to **\$250/month** in gift cards through this program.
* See the full [Referral Terms of Service](https://www.quo.com/terms-of-service/referral) for all conditions.
Looking to earn more or refer at scale? Join our [partner program](https://www.quo.com/partners).
# Analytics
Source: https://support.quo.com/core-concepts/administration/analytics
Track team performance, call volume, and communication patterns with Quo, formerly OpenPhone, Analytics
## Overview
Quo Analytics provides comprehensive insights into your team's communication patterns and performance. Track call and text volume, identify peak activity times, monitor team performance, and export detailed reports for deeper analysis.
Analytics is available on Business and Scale plans. Data from Starter plan usage becomes available when you upgrade.
## Accessing analytics
### Getting to the dashboard
**To view analytics:**
1. Click **Analytics** in the left sidebar (web and desktop only)
2. Select time period and filters
3. Review metrics and export data as needed
![Lt Analytics Nav Quo 05 01 2026]()
**Platform availability:**
* Available on web and desktop applications
* Mobile app support coming soon
Owners and Admins can view analytics for all numbers. Members can only view analytics for numbers they're assigned to.
***
## Analytics dashboard overview
### Key metrics displayed
**Summary statistics:**
* Total outgoing and incoming messages
* Total outgoing and incoming calls
* Total unique conversations
* Total time spent on calls
![Lt Analytics Quo 05 01 2026]( "Lt Analytics Quo 05 01 2026")
### Team performance breakdown
**User activity analysis:**
* Individual team member call and message volumes
* Performance comparisons across team
* Activity trends over selected time periods
![Lt Analyticsactivity Quo 05 01 2026]( "Lt Analyticsactivity Quo 05 01 2026")
### Activity heat map
**Peak activity identification:**
* Visual representation of busiest times by day and hour
* Helps optimize team scheduling and coverage
* Identifies communication patterns
![Lt Analyticsheatmap Quo 05 01 2026]( "Lt Analyticsheatmap Quo 05 01 2026")
***
## Filtering and customizing data
### Available filter options
**Time period filters:**
* Predefined ranges: Today, last 7 days, 4 weeks, 3 months, 12 months
* Business periods: Month-to-Date (MtD), Quarter-to-Date (QtD), Year-to-Date (YtD)
* Custom date range selection
**Data granularity:**
* Week view for broader trends
* Day view for detailed daily patterns
**Phone number filtering:**
* Filter by specific phone numbers
* Analyze individual number performance
* Compare performance across different numbers
![Lt Analytics Filters Quo 05 01 2026]( "Lt Analytics Filters Quo 05 01 2026")
***
## Data export and reporting
### CSV export process
**To export analytics data:**
1. Apply desired filters and time range
2. Click **Export CSV** in upper right corner
3. Report will be emailed to your Quo account email
4. Download and analyze in spreadsheet application
### Export data points
**Included in CSV exports (24+ data points):**
* Team member assignment for calls and messages
* Call duration and timing details
* Caller and message sender phone numbers
* Timestamp information for all activities
* Status breakdowns for calls, messages, and voicemail
* Direction indicators (incoming vs outgoing)
![Lt Analytics Exportcsv Quo 05 01 2026]( "Lt Analytics Exportcsv Quo 05 01 2026")
***
## Understanding status indicators
### Call status definitions
**Call completion statuses:**
* **Completed**: Successfully connected calls (incoming or outgoing)
* **Missed**: Incoming or outgoing calls that weren't answered
* **Ringing**: Outgoing calls disconnected immediately (no duration recorded)
* **Cancelled**: Incoming calls abandoned by caller before connection
### Message status definitions
**Message delivery statuses:**
* **Received**: Successfully received incoming messages
* **Delivered**: Outgoing messages successfully delivered to recipient
* **Undelivered**: Outgoing messages that failed to reach recipient
Use the "direction" data point in exports to distinguish between incoming and outgoing communications for each status type.
***
## Common use cases
### Performance optimization
**Team management:**
* Identify top performers and training opportunities
* Balance workload distribution across team members
* Set performance benchmarks and track improvements
* Monitor response times and call completion rates
### Operational insights
**Business intelligence:**
* Optimize staffing during peak communication times
* Identify customer contact patterns and preferences
* Track service level agreements and response metrics
* Analyze communication trends for business planning
### Reporting and compliance
**Documentation purposes:**
* Generate reports for management and stakeholders
* Track compliance with communication policies
* Maintain records for audit and review purposes
* Export data for integration with business intelligence tools
***
## FAQs
Analytics is available to users on [Business and Scale plans](https://support.quo.com/core-concepts/administration/billing/pricing).
* **Owners and Admins** can view analytics for all phone numbers.
* **Members** can only view data for numbers they’re assigned to.
Yes! If you upgrade from the [Starter plan to the Business plan](https://support.quo.com/core-concepts/administration/billing/pricing), Analytics will show historical data from the entire time you’ve had your Quo account, including when you were on the Starter plan.
CSV exports include 24+ data points such as call duration, timestamps, message and call status, direction (incoming vs outgoing), and team member assignments.
After clicking **Export CSV**, the report is sent to your email where you can download it.
Not yet, **Analytics** is currently available on web and desktop only.
The heat map shows your busiest days and hours at a glance. Use the darkest cells to align your business hours, staff for peak windows, and spot gaps where call volume is high but coverage is low.
Not directly. The Analytics dashboard filters by phone number, so if you use ring groups on a shared number, all activity appears together. As a workaround, export the CSV and filter by the "team member" column, which reflects who handled each call. For deeper call-level analysis, combine this with call views filtered by team member and date.
Analytics data goes back to the date your workspace was created, with no rolling cutoff. Use the custom date range selector to pull any window within that history. Your data is retained for the life of your active workspace, so if you ever plan to close your account, export anything you need beforehand.
Check your spam or promotions folder first. The export goes to your Quo account email, so confirm that's the address you're checking. If the email arrived but the download link isn't working, it may have expired (links are valid for 72 hours). Just re-run the export from the Analytics dashboard to get a fresh one.
* **Analytics CSV** (from the Analytics dashboard) exports performance metrics: call volume, message counts, timestamps, and team activity. Analytics doesn't include message content or call recordings. If you need that, use Data Export.
* **Data Export** feature (Settings > Export) exports raw workspace data including contact lists, message logs, and call logs for compliance or backup. Only workspace Owners or Admins can run a full data export, while Owners and Admins can export analytics.
# Pre-paid credits and usage-based billing
Source: https://support.quo.com/core-concepts/administration/billing/credits-and-usage
How pre-paid credits and usage-based billing work in Quo, formerly OpenPhone.
Pre-paid credits let you pay in advance for usage-based services like international calling, texting, and automations. This makes it easy to manage variable usage without affecting your regular subscription billing.
## What credits cover
* **International calling**: Per-minute rates vary by country
* **International texting**: Per-message rates vary by country
* **API messaging**: \$0.01 per message plus standard rates
* **Zapier automation**: \$0.01 per message plus standard rates
## How credits work
* **Per-usage deduction**: Credits consumed as you use services
* **Variable rates**: Each country has different calling/texting rates
* **Automatic billing**: Credits deducted from your balance automatically
***
## How to purchase pre-paid credits
1. Navigate to **Settings → Plan & billing**
2. Scroll to the **Voice & messaging balance**
3. Click **Add funds** to purchase
## Apply unused credits to your subscription
Have unused credits? Apply them to your subscription:
1. Navigate to **Settings → Plan & billing**
2. Scroll to the **Voice & messaging balance**
3. Click **Use towards subscription**
4. Confirm application
All credits are applied at once—you cannot specify a partial amount.
# Managing your subscription
Source: https://support.quo.com/core-concepts/administration/billing/managing-your-subscription
How to update, upgrade, or cancel your Quo, formerly OpenPhone, subscription.
### Access billing settings
All billing management happens in one location:
1. Open Quo web or desktop app
2. Click **Settings** from left menu
3. Select **Plan & billing** under Workspace
### Change your plan
Upgrade or downgrade your subscription anytime:
1. Navigate to **Plan & billing** settings
2. Click **Change plan**
3. Select monthly or annual billing cycle
4. Choose your desired plan (Starter, Business, Scale)
5. Confirm changes
Plan changes take effect immediately with prorated billing adjustments.
***
### Update payment methods
#### Credit or debit cards
1. Go to **Plan & billing** settings
2. Scroll to **Payment methods** section
3. Click **Update payment method**
4. Enter new credit card details
5. Click **Save**
#### Apple App Store
1. Open Settings app on your iOS device
2. Tap your name at the top
3. Tap **Subscriptions**
4. Select Quo subscription
5. Update payment method or [cancel](https://support.apple.com/en-us/118428?device-type=mac)
#### Google Play Store
1. Open Google Play Store app
2. Tap Menu → **My Apps** → **Subscriptions**
3. Select Quo
4. Update payment method or [cancel](https://support.google.com/googleplay/answer/7018481?hl=en\&co=GENIE.Platform%3DAndroid)
#### Switch payments from the App Store or Google Play to credit or debit
1. Log in to Quo on **web or desktop**
2. Go to **Settings → [Billing](http://my.openphone.co/settings/billing)**
3. Under "Payment Method," click **"Switch to credit card"**
4. Enter credit/debit card info and click **Save**
5. **Cancel the [Apple App Store](https://support.apple.com/en-us/118428?device-type=mac) or [Google Play](https://support.google.com/googleplay/answer/7018481?hl=en\&co=GENIE.Platform%3DAndroid) subscription** to avoid being double-charged
When switching to direct billing from the App Store or Google Play, **add your payment information to Quo before you cancel your subscription** elsewhere to avoid interruptions.
***
### Managing team billing
#### Adding team members
When you add users mid-billing cycle:
* **Immediate billing**: Prorated charges apply immediately
* **Full access**: New users get complete platform access
* **Number inclusion**: Each user includes one phone number
#### Removing team members
When you remove users:
* **Prorated credits**: Automatically added to your account
* **Credit application**: Applied to future renewals or new additions
* **Non-transferable**: Credits expire when subscription ends
When you downgrade your plan or remove a team member mid-cycle, Quo calculates the unused portion of what you've paid and adds it to your account as a credit.
***
### Subscription cancellation
#### Cancellation process
1. Navigate to **Plan & billing** page
2. Scroll to bottom and click **Cancel Subscription**
3. Type "**Cancel**" to confirm
4. Click **Yes, cancel**
5. Receive confirmation email
#### What happens after cancellation
* **No refunds**: Payments already made are non-refundable
* **Service continues**: Account remains active until billing period ends
* **Number retention**: Phone numbers held for 30 days maximum
#### Failed payments
* **5 retry attempts**: Automatic retry over several days
* **Email and text notifications**: Alerts sent for failed payments
* **Account suspension**: Subscription canceled if all retries fail
* **14-day number retention**: Shorter retention period for failed payments
#### Account closure options
* **Standard cancellation**: Service continues until period ends; 30-day retention
* **Port numbers away**: Notify support to hold numbers during porting
* **Data export**: Export contact lists, call logs, and other data before closure
# Managing your trial
Source: https://support.quo.com/core-concepts/administration/billing/managing-your-trial
Learn how to manage your trial and what to do when it ends.
## Get a full 7-day trial of all our features
Quo offers a risk-free trial with full access to all of our features, regardless of plan.
#### What's included
You’ll have full access to all of Quo’s advanced features during your 7-day trial, no matter which plan you selected at signup. After your trial ends, you’ll have access only to features included in your chosen plan. You can change your plan anytime in your workspace by clicking [**Settings → Billing**](https://my.quo.com/settings/billing). \
\
**Your trial includes:**
* One phone number per user (US, Canada, or toll-free)
* Phone calls within US and Canada
* Voicemail transcription and call recording
* Team collaboration features
* Integrations with Slack, HubSpot, email
* All of our AI features, including Sona
#### Trial limitations
* **No US texting**: Requires paid plan due to the nature of required [carrier registration](https://support.quo.com/getting-started/carrier-registration/carrier-registration).
* **No international calls**: Calling/texting outside US and Canada is unavailable on the trial.
* **Credit card required**: You must provide a credit card for identity verification and spam prevention, even though we won't charge it yet unless you sign-up for the carrier registry in order to text US numbers.
### Converting trial to paid
Eager to end your trial and activate your paid plan so there's no gap at the end of the trial period?
1. Go to [**Plan & billing**](https://my.quo.com/settings/billing) settings
2. Click **Switch to paid plan now**
3. Confirm activation
**Upgrading unlocks:**
* US text messaging (after carrier registration)
* International calling and texting
* Additional phone numbers
* Number changes and assignments
* Toll-free messaging capabilities
### I converted to paid, so why did I lose features I had in my trial?
Quo’s 7-day trial gives you full access to our most advanced features, even on our most affordable plan. After your trial ends, your features will revert to what’s normally included in your selected plan. If you enjoyed the advanced features or miss a specific one, you can upgrade your plan anytime in [**Settings → Billing**](https://my.quo.com/settings/billing).
### Canceling your trial
Changed your mind? Cancel anytime during the 7-day period:
1. Go to **Plan & billing** in your account settings
2. Select **End free trial**
3. Confirm cancellation
**After cancellation:**
* **No charges incurred**
* **30-day number retention**: You phone number (or numbers) is held for 30 days in csse you reactivate
* **Data access**: Conversations and workspace data also remain available for 30 days so you can export information generated during the trial
# Export data
Source: https://support.quo.com/core-concepts/administration/export
Export your Quo, formerly OpenPhone, data including contacts, call logs, and messages for backup or migration
## Overview
Export your Quo workspace data for backup, compliance, or migration purposes. Download contacts, call logs, and message history in CSV format for use in other systems or long-term archival.
Only workspace Owners can export data. Exports are delivered via email within 24 hours of request.
## What data can be exported
### Available export types
**Exportable data includes:**
* **Contacts**: All workspace contacts with names, numbers, and custom properties
* **Call logs**: Complete call history with timestamps, duration, and participants
* **Message logs**: Full message history including conversation threads
### Export limitations
**Not included in exports:**
* Call recordings and audio files
* Call transcripts and AI summaries
* Voicemail files
* Images and media attachments
* Internal team comments and threads
All contacts are exported - no contacts are excluded as private contacts.
## How to export data
### Starting an export
**Export process:**
1. Navigate to **Settings** → **General**
2. Scroll to **Export your data** section
3. Select data types to export:
* Contacts
* Call logs
* Message logs
4. Click **Export data**
5. Confirm export request
### Receiving your export
**Delivery timeline:**
* Export confirmation appears in lower left corner
* CSV files delivered via email within 24 hours
* Download link expires after 72 hours
* Request new link if download window missed
**Export format:**
* Data delivered as CSV files
* Separate file for each selected data type
* Compatible with spreadsheet applications
* Includes all historical data from workspace creation
## Data security and retention
### Export security
**Data protection:**
* Secure email delivery of export files
* Time-limited download links (72 hours)
* No permanent storage of export files
* Owner-only access to export functionality
### Data retention
**Workspace data lifecycle:**
* Data retained for 30 days after subscription cancellation
* Export data before cancellation for permanent backup
* Phone numbers held separately for potential reactivation
* Automatic data deletion after retention period
## Account data deletion
### Permanent deletion process
Want to completely remove your workspace data? This requires manual support intervention:
**Prerequisites:**
* Must be workspace Owner or Admin
* Subscription must be cancelled first
* Cannot be self-service - requires support contact
**Deletion steps:**
1. **Cancel subscription** in billing settings
2. **Email support** at [help@openphone.co](mailto:help@openphone.co)
3. **Use subject line**: "Request to permanently delete \[Company name] account"
4. **Await confirmation** of identity verification
5. **Receive deletion confirmation** via email
Permanent deletion is irreversible. Export any needed data before requesting account deletion.
## Best practices
### Regular backup strategy
**Recommended export frequency:**
* **Monthly exports** for active businesses
* **Quarterly exports** for lighter usage
* **Before major changes** like plan cancellation or team restructuring
* **Before system migrations** or platform changes
### Export use cases
**Common applications:**
* **Compliance requirements** and audit trails
* **Business continuity** and disaster recovery
* **Platform migration** to other communication systems
* **Historical analysis** and business intelligence
* **Legal discovery** and record keeping
### Data management
**After receiving exports:**
* **Verify completeness** of exported data
* **Store securely** with appropriate access controls
* **Document export dates** for record keeping
* **Test import processes** if migrating to new systems
* **Maintain backup copies** in multiple locations
# HIPAA compliance
Source: https://support.quo.com/core-concepts/administration/hipaa-compliance
Quo is HIPAA-ready on Business and Scale plans
**This article provides general guidance only and does not constitute legal advice.** For complete details on rights and responsibilities, refer to your Business Associate Agreement (BAA) with Quo and consult your compliance or legal team.
Healthcare providers and entities managing patient communications can now use Quo to communicate with patients in a HIPAA-compliant way. Quo provides the safeguards required under [HIPAA’s Security Rule](https://www.hhs.gov/hipaa/for-professionals/security/index.html), but most importantly, **HIPAA compliance is a shared responsibility** between your organization and Quo.
To use Quo in a HIPAA-compliant way, your organization must sign a **Business Associate Agreement (BAA)**, which is available for **Business and Scale plans**.
***
### How to get a BAA with Quo
* If you’re an **existing Quo customer**, you can [request a BAA here](https://openphone.typeform.com/to/vAX6Mdaz).
* **Not using Quo yet?** [**Contact our team**](https://www.quo.com/sales) to learn how Quo can support your healthcare business and help you stay HIPAA-compliant.
***
# **Using Quo in a HIPAA-compliant way**
Once your BAA is signed, you can use Quo in a way that supports HIPAA’s Privacy and Security Rules, as long as your internal policies and safeguards align with these requirements.
The next sections explain how Quo handles secure vs. standard communication, what information is considered PHI, and the HIPAA considerations for SMS, call recordings, AI features, and integrations.
## What counts as PHI?
Understanding what qualifies as **Protected Health Information (PHI)** helps you determine which channels and features are appropriate for your specific patient communications.
| **Always PHI** | **Sometimes PHI** | **Never PHI** |
| :---------------------------------------- | :---------------------------------------------------- | :------------------------------------------ |
| Patient name, phone number, date of birth | Appointment reminders (if tied to a specific patient) | Practice hours |
| Diagnosis, symptoms, conditions | Refill reminders | Office closures or holiday notices |
| Treatment plans, medical histories | Care coordination messages without clinical detail | General educational content |
| Test results, imaging, lab information | Messages that imply a patient–provider relationship | Website links or contact info |
| Medications or prescriptions | Provider requests to follow up | Marketing not tied to an individual patient |
| Insurance information | Any info that becomes identifying in context | General announcements |
When in doubt, treat the information as Protected Health Information (PHI).
## **Messaging compliance: HIPAA & carrier rules**
To use SMS with patients, they must provide **consent to receive non-secure messages** and can withdraw that consent at any time.
We recommend consulting your organization’s compliance team or legal counsel to determine how to obtain and document patient consent in accordance with HIPAA guidelines.
Even with a signed BAA, SMS messages must comply with **A2P 10DLC carrier regulations** in the US and Canada. These rules are designed to prevent spam and protect patients.\
\
Be aware that **A2P carrier regulations prohibit messages related to prescription drugs** or offers for medications that cannot be sold over the counter in the US or Canada — even if sent by licensed professionals.
* **Avoid promotional or prescription-drug content.** Carriers block messages that advertise or mention controlled substances.
* **Prescription refill alerts** are allowed for **existing patients** who have opted in to SMS communication. Keep messages general and avoid mentioning sensitive details.
* **Keep messages focused on coordination and care.** Do not use SMS for advertising or solicitation.
This helps you stay compliant with both **HIPAA** and **A2P carrier requirements.**
**Important:** Text messaging (SMS/MMS) is **not a Covered Service under the Quo BAA** due to technical limitations that prevent full HIPAA compliance.
**Your organization** may still use SMS/MMS in a manner consistent with HIPAA if you:
* Get appropriate patient authorization for communication via SMS/MMS
* Limit PHI transmitted via SMS/MMS to the minimum necessary
* Document the decision to use SMS/MMS and associated risks in their HIPAA policies
* Implement appropriate safeguards
**Your organization assumes full responsibility and liability** for any PHI transmitted via SMS/MMS.
## **AI-powered features and call recording**
Your organization may choose to use AI-powered features in a **HIPAA-compliant manner** if all of the following are true:
1. **Patient notice**:
* Patients are informed when AI tools are used during a call or interaction.
* Patients are [**notified when a call is being recorded**](https://support.openphone.com/core-concepts/calling/call-recording#legal-compliance-notifications) as required by applicable state, federal, and HIPAA Privacy Rule provisions.
2. **Patient authorization**: You obtain authorization from the patient before communicating through an AI-assisted voice or messaging session.
3. **Minimum necessary use**: You limit any PHI shared or processed by AI features to what is necessary for coordination or care.
4. **Documentation**: Your organization documents the decision to use AI features and any associated risks in your internal HIPAA policies.
5. **Safeguards**: You implement safeguards (including access controls, screen locks, employee training, etc.)
Always consult your **compliance or legal team** to confirm how your organization should handle recordings, transcripts, and AI-powered features to meet HIPAA and notice requirements.
Your organization assumes full responsibility for any PHI processed through AI-powered features. Review your internal HIPAA policies and consult your compliance or legal team before enabling AI tools for patient communication.
***
## **Third-party integrations and analytics**
Any **third-party integrations or connected services** (including CRM systems, email delivery services, messaging platforms, analytics tools, or similar integrations) are **not Covered Services** under the Quo BAA.
Use of these services inherently involves transmitting user data beyond the control of **OpenPhone Technologies**, and any use of such integrations is the **sole responsibility of your organization.**
Additionally, any **analytics or reporting features** that transmit data to **third-party analytics platforms not covered under the Quo BAA** are also excluded.
## **Session timeouts and automatic logouts**
To help meet HIPAA Security Rule requirements for session management, Quo automatically logs users out after **15 days of inactivity**.
If your organization requires shorter timeouts, use your **device-level security settings** (for example, auto-lock or screen timeout controls on your computer or mobile OS) to enforce inactivity limits that align with your internal security policies.
# Porting out
Source: https://support.quo.com/core-concepts/administration/porting-out
Transfer your phone numbers from Quo, formerly OpenPhone, to another provider
## Overview
When you need to transfer your phone numbers to a different provider, the porting out process ensures a smooth transition with no service interruption. Your numbers remain fully operational until the transfer completes.
## Before you begin
### Requirements
Porting out is not available during the trial period. You must have an active paid account to initiate a port-out request.
### Information you'll need
Before starting the port-out process, gather the following information:
* **Phone numbers**: The specific number(s) you want to port out
* **Account email**: The email address associated with your workspace
* **Your name**: As it appears on your account
* **New carrier**: The provider you're transferring to
* **Reason for porting**: Brief explanation for the transfer
## Port out process
Fill out the [port out request form](https://toolbox.quo.com/p/port-out-request/newsubmission) with all required information:
* Phone numbers to port
* Account email address
* Your name
* New carrier information
* Reason for porting
[View the step-by-step guide.](https://support.quo.com/core-concepts/administration/porting-out#using-the-port-out-request-form)
Submit the form to our porting team for processing.
Within 24 to 48 business hours, we'll send you the information your new carrier needs:
* Account number
* PIN or password (if applicable)
* Service address on file
* Any other required details
The details you provide in your Letter of Authorization (LOA) must exactly match the information we provide. Any discrepancies can delay or prevent the port.
Work with your new carrier to complete the transfer:
* Provide the port-out information we sent
* Complete their Letter of Authorization (LOA)
* Submit any additional documentation they require
* Ensure all details match exactly
Your new carrier will handle the rest:
* They'll confirm your port date
* Transfer typically takes 1-14 days
* Your number stays active on Quo until the port date
* No action needed from you during this period
* Service transfers automatically on the scheduled date
***
### Using the port out request form
1. Begin a new [port out request ](https://toolbox.quo.com/p/port-out-request/newsubmission)using this form.
* Enter your **first name** and **last name**
* Enter the email address linked to your Quo account
![Port Out Request Nov2025]()
![Port Out Request Nov2025]()
2. Choose if you’re porting out “**One”** or “**More than one”** phone numbers
* If porting **one number**, type it into the field.
* If porting **multiple number**, please follow any of these steps:
* Click the **“Copy & Paste Number”** button and paste the phone numbers in the field, or
* Click the **“Upload CSV”** button to upload a CSV file with the phone numbers
* If you do not have a ready CSV file, you can click the **“Download Template”** button to provide the phone numbers to the file before uploading.
![Upload numbers to port out]()
4. Select the **new service (carrier)** where you’d like to port your number to
* If your carrier is not listed, choose **“Other”** and type your new carrier’s name
![Choose carrier to port out to]()
5. Click "**Review numbers**" to ensure that there are no duplicates or invalid phone numbers.
![Review numbers being ported out]()
6. Select the reason why you’re porting away, then click the **“Submit”** button.
![Lt Portingout Submitrequest Quo 05 01 2026]()
That’s it! Please expect to get an update from us within 24 to 48 business hours. We’ll send the port-out details to the phone number owner’s email address.
***
## Timeline and expectations
### Service continuity
* **Before port date**: Your number works normally on Quo
* **On port date**: Service transfers to your new carrier
* **After port date**: Number is active with new provider
### Typical timeframes
* **Response time**: Port-out details within 48 business hours
* **Transfer time**: 1-14 days depending on receiving carrier
* **Business numbers**: May take longer than personal numbers
## Important considerations
### What happens to your data
When you port out:
* Call history remains in your account until you close it
* Text messages stay accessible until account closure
* Voicemails should be downloaded before porting
* Contact lists remain in your workspace
### Billing implications
* You're responsible for charges until the port completes
* Port completion doesn't automatically cancel your subscription
* Contact support to adjust billing after successful port
***
## FAQs
No, you must have an active paid account to port out numbers. This protects against abuse and ensures proper account verification.
Contact our support team immediately. We'll provide any additional documentation or clarification your new carrier requires to complete the port.
Yes, as long as the port hasn't been completed. Contact both our support team and your new carrier immediately to stop the process.
No, numbers aren't lost during porting. If a port fails, your number remains active with Quo. You can retry the process after resolving any issues.
Yes, you can include multiple numbers in your port-out request. List all numbers you want to transfer when submitting the [Port Out Request form](https://toolbox.quo.com/p/port-out-request/newsubmission).
***
## Need help?
If you have questions or encounter issues during the port-out process, [contact our support team](https://support.quo.com/help/submit-a-request). We're here to ensure your transition goes smoothly.
# Security and compliance
Source: https://support.quo.com/core-concepts/administration/security-and-compliance
Comprehensive security practices, data protection, and compliance standards for Quo, formerly OpenPhone, communications
## Overview
Quo maintains enterprise-grade security practices to protect your communications and data. Our comprehensive security framework includes infrastructure protection, data encryption, compliance certifications, and ongoing security improvements.
## Infrastructure security
### Cloud platform
**Amazon Web Services (AWS):**
* Enterprise-grade cloud infrastructure
* Multiple availability zones for redundancy
* Industry-leading physical security
* Continuous monitoring and threat detection
**Cloudflare protection:**
* DDoS protection and web application firewall
* Global content delivery network
* SSL/TLS encryption for all connections
* Real-time threat intelligence
### Monitoring and availability
**Service monitoring:**
* 24/7 system monitoring
* Automated alerting for issues
* Public status page: [status.quo.com](https://status.quo.com/)
* Proactive incident response
View real-time service status and historical uptime data on our [status page](https://status.quo.com/).
## Data protection
### Backup and recovery
**Backup strategy:**
* **Daily backups** of all databases
* **Hourly backups** for high-priority systems
* **Multi-location storage** across geographically distributed data centers
* **Automated recovery testing** to ensure backup integrity
**Data retention:**
* Data retained as long as you maintain your account
* 30-day retention period after account cancellation
* Permanent deletion available upon request
### Privacy compliance
**Supported regulations:**
* **GDPR (General Data Protection Regulation)**: European Union data protection
* **CCPA (California Consumer Privacy Act)**: California privacy rights
* **PIPEDA**: Canadian personal information protection
**Data rights management:**
* Self-service data export through workspace settings
* Account deletion through subscription cancellation
* Complete data removal available through support request
* Transparent data handling practices
Contact our [Support Team](https://support.quo.com/help/submit-a-request) for complete data removal from all systems.
## Application security
### Communication encryption
**Text messaging:**
* End-to-end encryption in transit
* Secure transmission to carrier networks
* Message content protected during delivery
* Encrypted storage of message history
**Voice calling:**
* **WebRTC technology** for secure real-time communication
* **TLS encryption** for call signaling and setup
* **Encrypted media streams** during active calls
* **Complete privacy** and data integrity
### Data encryption
**Encryption standards:**
* **AES-256 encryption** for data at rest
* **TLS 1.3** for data in transit
* **End-to-end encryption** for communications
* **Key management** through AWS encryption services
**Protected data includes:**
* Contact information and conversation history
* Call recordings and voicemail files
* User account data and preferences
* Billing and payment information
## Compliance certifications
### SOC 2 Type II
**Compliance overview:**
* **SOC 2 Type II certified** for security, availability, and confidentiality
* **Annual audits** by independent third-party assessors
* **Continuous monitoring** of security controls
* **Comprehensive documentation** of security procedures
**Trust principles covered:**
* **Security**: Protection against unauthorized access
* **Availability**: System operational availability as committed
* **Confidentiality**: Information designated as confidential is protected
Learn more about our [SOC 2 certification and security practices](https://support.quo.com/core-concepts/administration/soc2-compliance).
## Payment security
### PCI compliance
**Stripe payment processing:**
* **PCI Service Provider Level 1** certified
* **Highest level** of payment industry certification
* **Secure tokenization** of payment information
* **Fraud detection** and prevention systems
**Payment protection:**
* Credit card information never stored on Quo servers
* Encrypted transmission of all payment data
* Regular security audits and compliance reviews
* Multi-factor authentication for billing changes
Learn more about Stripe's security practices in their [security documentation](https://stripe.com/docs/security).
## Industry-specific compliance
### Healthcare (HIPAA)
Quo can be used in a HIPAA-compliant manner when configured and managed appropriately.
Customers on ****Business orScale plans**** can request a **Business Associate Agreement (BAA)**. A signed BAA is required to handle protected health information (PHI) under HIPAA.
To request your BAA, please fill out [this form](https://openphone.typeform.com/to/vAX6Mdaz).
Once signed, your organization can use Quo to communicate with patients in compliance with HIPAA’s Privacy and Security Rules.
**Included safeguards and features:**
* Encrypted storage for calls, voicemails, and messages that remain within Quo’s infrastructure
* Access controls and audit logging for oversight
* Secure session management and automatic timeouts
**Supported usage:**
* General practice management and patient coordination
* Communication involving protected health information (PHI), when used under a signed BAA and in accordance with HIPAA’s Privacy and Security Rules\*
* Patient calls, voicemails, and messages handled in accordance with HIPAA’s Privacy and Security rules\* and your organization’s policies
\*Details are outlined in your Business Associate Agreement (BAA). For general guidance and examples of HIPAA-compliant use, see [Using Quo in a HIPAA-compliant manner.](https://support.openphone.com/core-concepts/administration/hippa-compliance#using-quo-in-a-hipaa-compliant-way)
This information is provided for educational purposes only and does not constitute legal advice.
### Financial services
**Current capabilities:**
* SOC 2 compliance supports financial industry security requirements
* Encryption standards meet banking industry expectations
* Data retention policies align with financial regulations
* Contact support for specific compliance requirements
## Security best practices
### For administrators
**Account security:**
* Use strong, unique passwords for admin accounts
* Enable two-factor authentication where available
* Regularly review team member access and permissions
* Monitor workspace activity for unusual behavior
**Data management:**
* Export data regularly for backup purposes
* Document access controls and permission changes
* Train team members on security best practices
* Establish clear data handling policies
### For all users
**Communication security:**
* Avoid sharing sensitive information in text messages
* Use voice calls for confidential discussions
* Verify recipient before sending sensitive information
* Report suspicious activity to administrators
**Device security:**
* Keep Quo apps updated to latest versions
* Use device lock screens and authentication
* Log out of shared or public devices
* Report lost or stolen devices immediately
## Incident response
### Security monitoring
**Continuous protection:**
* 24/7 security monitoring and threat detection
* Automated incident response procedures
* Regular penetration testing and vulnerability assessments
* Proactive security updates and patches
### Incident reporting
**If you suspect a security issue:**
1. **Contact support immediately** through secure channels
2. **Document the incident** with relevant details
3. **Avoid sharing details** publicly until resolved
4. **Follow guidance** from Quo security team
For security-related questions or concerns, contact our [Support Team](https://support.quo.com/help/submit-a-request).
## Privacy and transparency
### Privacy policy
**Comprehensive privacy protection:**
* Clear data collection and usage policies
* Transparent data sharing practices
* User control over personal information
* Regular policy updates to reflect best practices
**Key privacy principles:**
* **Minimal data collection**: Only collect necessary information
* **Purpose limitation**: Use data only for stated purposes
* **Data minimization**: Retain data only as long as needed
* **User control**: Provide access and deletion options
### Transparency reports
**Regular reporting:**
* Annual security assessments and improvements
* Compliance audit results and certifications
* Privacy policy updates and changes
* Security incident summaries (when appropriate)
View our complete [Privacy Policy](https://www.quo.com/privacy) for detailed information about data handling practices.
# SOC 2 compliance
Source: https://support.quo.com/core-concepts/administration/soc2-compliance
Quo is SOC 2 Type II certified
Our SOC 2 Type II certification means you can trust Quo with your business data. An independent auditor has verified that our security controls are designed correctly and operate reliably over time. This certification confirms that we maintain the policies, technical safeguards, and operational procedures required to meet industry-recognized security standards.
***
## What is SOC 2?
SOC 2 (System and Organization Controls 2) is a security and privacy framework created by the American Institute of CPAs (AICPA). It outlines how service providers should manage customer data and is based on **five trust service criteria**:
* Security
* Availability
* Processing integrity
* Confidentiality
* Privacy
A SOC 2 Type II report verifies that a company’s security controls are documented, consistently followed, and withstand real-world security demands over a specific period of time. This is the gold standard for SaaS companies that handle sensitive business data.
***
## What does Quo’s SOC 2 certification include?
Quo completed a SOC 2 Type II audit with [**Insight Assurance**](https://insightassurance.com/), an independent third-party auditor. Their evaluation confirmed that our systems, policies, and processes operated effectively throughout the audit period and met the necessary standards for securely managing customer data.
To maintain this level of security beyond the audit window, we use **Vanta** to test and track key security controls, including:
* Access management
* Data encryption
* Vendor risk
* Logging and monitoring
* Employee security training
* Policy reviews and documentation
These controls are supported by Quo’s [security infrastructure](https://support.quo.com/core-concepts/administration/security-and-compliance#infrastructure-security), which [encrypts data](https://support.quo.com/core-concepts/administration/security-and-compliance#data-encryption) in transit using **TLS 1.2+** and at rest using **AES-256** encryption. We also host our systems on **AWS** and **Google Cloud Platform**, adding another layer of enterprise-grade security.
This approach helps us catch risks early and keep our safeguards strong between audit cycles.
Want to learn more? Get a bird's-eye view of [security and compliance at Quo](https://support.quo.com/core-concepts/administration/security-and-compliance).
***
## How to request Quo’s SOC 2 report
Because SOC 2 reports contain sensitive information about our internal security controls, they aren’t publicly available. Current or prospective customers can request a copy as part of their vendor due diligence process.
To request a copy:
* Email [soc2request@quo.com](mailto:soc2request@quo.com) with the subject line: **SOC 2 Report Request**
* Include your name, company, role, and the reason for your request
* A member of our team will proceed with the MNDA and SOC2 report, or request any additional details
We review each SOC 2 request individually to ensure you get the right documents.
If your security team needs vendor questionnaires, proof of compliance, or anything beyond the SOC 2 report, mention those requirements in your initial email and we’ll bundle everything together.
***
## Do customers need to configure anything for SOC 2?
No. SOC 2 certification reflects Quo’s internal security controls and does not require you to change anything in your Quo account or settings.
We maintain our security controls continuously, so nothing is required on your end to stay aligned with our SOC 2 practices.
***
## Related articles
* [Quo is now SOC 2 compliant](https://www.quo.com/blog/soc-2/)
* [HIPAA compliance](https://support.quo.com/core-concepts/administration/hippa-compliance)
* [Security and compliance overview ](https://support.quo.com/core-concepts/administration/security-and-compliance#overview)
# Quo subprocessors
Source: https://support.quo.com/core-concepts/administration/subprocessors-list
This page lists the subprocessors used by Quo to deliver our services. You can subscribe to this page to be notified of any updates.
***Last updated: October 2025***
We use the following trusted subprocessors as tools to help deliver our services to customers. We limit the data shared with each provider to only what is absolutely necessary. You may [**subscribe to updates**](https://forms.gle/8crr6bgZLdkLBHcB7) on this page to be notified of any additions or changes.
Please note that we are not unique in having this list. Most companies will have a very similar list of subprocessing tools and orgs. It requires a certain amount of infrastructure to successfully deliver an application or web service to customers over the internet.
## Platform and Infrastructure
| Subprocessor | Service Description | Type of Data Processed | Policy | Region |
| ------------- | --------------------------------- | ------------------------------------------- | --------------------------------------------------------- | ------ |
| AWS | Cloud infrastructure & storage | Application and user data | [Privacy](https://aws.amazon.com/privacy/) | US |
| MongoDB Atlas | Cloud database services | Application and user data | [Privacy](https://www.mongodb.com/legal/privacy-policy) | US |
| Elastic | Search & analytics infrastructure | Log and application data | [Privacy](https://www.elastic.co/legal/privacy-statement) | US |
| Snowflake | Data warehousing | Structured customer data | [Privacy](https://www.snowflake.com/legal/privacy/) | US |
| Fivetran | ETL and data pipelines | Structured data extracts | [Privacy](https://www.fivetran.com/legal/privacy) | US |
| Google LLC | Cloud and productivity suite | User account, call recordings, emails, docs | [Privacy](https://policies.google.com/privacy) | US |
| Supabase | Postgres DB and backend infra | Application and user data | [Privacy](https://supabase.com/privacy) | US |
| Kong | API gateway & traffic management | API requests & metadata | [Privacy](https://konghq.com/privacy) | US |
## Security & Identity
| Subprocessor | Service Description | Type of Data Processed | Policy | Region |
| ------------ | ------------------------------ | ------------------------------------ | ---------------------------------------------------- | ------ |
| Cloudflare | CDN, security, DDoS protection | Network traffic metadata | [Privacy](https://www.cloudflare.com/privacypolicy/) | US |
| Auth0 | Authentication & authorization | User identity, credentials, sessions | [Privacy](https://auth0.com/privacy) | US |
## Monitoring & Analytics
| Subprocessor | Service Description | Type of Data Processed | Policy | Region |
| :----------- | :-------------------------------- | :-------------------------- | :-------------------------------------------------- | :----- |
| Datadog | Performance & log monitoring | Application logs, metrics | [Privacy](https://www.datadoghq.com/legal/privacy/) | US |
| Sentry | Error & performance monitoring | Exception logs, performance | [Privacy](https://sentry.io/privacy/) | US |
| Heap | Product analytics | UI events, session data | [Privacy](https://www.heap.io/privacy) | US |
| Mode | Reporting & business intelligence | Aggregated analytics | [Privacy](https://mode.com/privacy/) | US |
## Communication & Messaging
| Subprocessor | Service Description | Type of Data Processed | Policy | Region |
| :----------- | :----------------------------- | :------------------------------- | :------------------------------------------------------------------------------ | :----- |
| Slack | Internal team communication \| | Messages, files, logs | [Privacy](https://slack.com/privacy-policy) | US |
| Zendesk | Customer support platform | Support requests & metadat | [Privacy](https://www.zendesk.com/company/agreements-and-terms/privacy-notice/) | US |
| SendGrid | Email delivery | Email addresses, message content | [Privacy](https://www.twilio.com/legal/privacy) | US |
| Twilio | Voice & SMS communication | Phone numbers, messages | [Privacy](https://www.twilio.com/legal/privacy) | US |
## AI & Automation
| Subprocessor | Service Description | Type of Data Processed | Policy | Region |
| :----------- | :------------------------------------- | :---------------------------------------- | :---------------------------------------------------- | :----- |
| OpenAI | LLM API & generative AI | Prompts, responses (opt-out for training) | [Privacy](https://openai.com/policies/privacy-policy) | US |
| Deepgram | Speech-to-text & conversation analysis | Audio & transcript metadata | [Privacy](https://deepgram.com/privacy/) | US |
| ElevenLabs | Text-to-speech & voice synthesis | Audio data, text prompts | [Privacy](https://elevenlabs.io/privacy) | US |
## Stay Informed
Subscribe to this page to receive automatic email notifications for any changes to our subprocessors list. [Subscribe here](https://forms.gle/8crr6bgZLdkLBHcB7).
# System requirements
Source: https://support.quo.com/core-concepts/administration/system-requirements
See what Quo’s operating system (OS) requirements are for desktop, web, and mobile.
Quo works across desktop, web, and mobile. To make sure calls, messages, and features like [Sona](https://support.quo.com/core-concepts/ai-automations/sona/overview) run smoothly, your device needs to meet the following minimum requirements.
***
## Desktop app
If you’re using the Quo desktop app, your operating system must meet these minimum versions:
| Operating system | Minimum version |
| ---------------- | ------------------- |
| macOS | macOS 12 or later |
| Windows | Windows 11 or later |
***
## Web app
If you’re using Quo in a browser at [my.quo.com](https://my.quo.com/), these browsers are supported:
| Browser | Supported versions |
| ------- | ------------------ |
| Chrome | Latest 4 versions |
| Firefox | Latest 4 versions |
| Safari | 16.0 or later |
Using an up-to-date browser make sure that features like [calling](https://support.quo.com/core-concepts/calling/making-calls), [texting](https://support.quo.com/core-concepts/messaging/overview), and [team messaging](https://support.quo.com/core-concepts/team-collaboration/team-messaging) work reliably.
***
## Mobile app
Quo’s mobile apps require the following operating system versions:
| Operating system | Minimum version |
| ---------------- | ------------------ |
| iOS | iOS 16.0 or later |
| Android | Android 8 or later |
Keeping your device updated helps prevent [call quality](https://support.quo.com/core-concepts/calling/call-quality-metrics) issues, crashes, and missing features.
***
## How to check your operating system or browser version
### On macOS
1. Click the **Apple menu** in the top-left corner.
2. Select **About This Mac**.
3. Your macOS version appears at the top of the window.
### On Windows
1. Open the **Start** menu.
2. Type **About your PC** and select it.
3. Your Windows version is listed under **Windows specifications**.
### In Chrome or Firefox
1. Click the **menu** (three dots or lines) in the top-right corner.
2. Select **Help → About**.
3. Your browser version will be shown, and updates will install automatically if available.
### In Safari (Mac)
1. Open **Safari**.
2. Click **Safari** in the menu bar.
3. Select **About Safari** to see your version.
### On iPhone or Android
1. Open your device’s **Settings**.
2. Go to **General → About** (iOS) or **About phone** (Android).
3. Your OS version will be listed there.
***
## FAQs
If your device or browser is below Quo’s minimum requirements, some features may not work correctly. You might see issues like poor call quality, missing features, or app crashes. Updating to a supported version usually resolves these problems
In many cases, Quo may still open, but it isn’t guaranteed to work reliably. New features, security updates, and performance improvements are designed for supported versions, so using an outdated system can lead to unexpected behavior.
No. You only need to make sure your operating system or browser stays within Quo’s supported versions. Keeping your device and browser up to date ensures you automatically get the best performance and compatibility with new Quo features
# Attio
Source: https://support.quo.com/core-concepts/integrations/attio
Using Quo’s Attio integration allows you to connect Quo with your CRM. This article walks you through how the integration works, how to set it up, and what your team can do once everything is connected.
## Overview
The Attio integration brings your CRM and phone system together so your team always has the most up-to-date customer context. Once connected, Quo will automatically sync your Attio contacts into Quo and log all calls, texts, voicemails, recordings, and AI-powered call summaries back to the correct Attio Person.
This allows sales, success, and support teams to work directly from Attio with complete communication history without manual updates, or switching tools.
To enable the Attio integration, you'll need to be on the **Quo Business or Scale plan**. Only workspace Owners and Admins can set up the integration.
## How the integration works
### Contact syncing
Quo automatically imports and displays contact information from Attio when a call or text matches an existing Attio Person’s phone number. The integration focuses on displaying Attio contact information **during active conversations** rather than syncing entire contact databases.
**Contact must exist in Attio for syncing to work.** For Quo to sync and display Attio contact information, the person you're communicating with must already exist as a Person in Attio with their phone number on file. If a call or text comes in from a number that doesn't match any existing Attio contact, the integration won't be able to pull or display that contact's information.
**Imported fields:**
* First name
* Last name
* Phone
* Email address
* Link to Quo record
**If available:**
* Job title
* Company
### Limitations of contact syncing with Attio
* **One-way sync only:** Contact details flow from Attio to Quo, not bidirectionally at this time.
* **Contact matching is phone-number based:** Quo displays Attio contact details only when the incoming/outgoing phone number matches a *Person*’s number in Attio.
* **Editing in Quo does not update Attio:** If you need to update names, numbers, or emails for a *Person*, make those changes directly in Attio.
* **Contacts created or edited in Quo do not sync back to Attio.**
## Quo activity syncing
Quo can automatically log communication activity to the correct Attio\_Person\_ , giving your team a unified timeline of every customer interaction. These include all of the following:
* Incoming calls
* Outgoing calls
* Call recordings
* Call summaries and next steps
* Voicemail
* SMS messages
![Attio App Store Screenshot 2.png]()
### Number-level control
You can choose which Quo phone numbers sync activity to Attio, giving teams flexibility in managing what data flows to the CRM.
![CleanShot 2025-11-24 at 11.58.58@2x.png]()
## Who can access and set up the integration?
All customers on the [**Quo Scale and Business plans**](https://support.quo.com/core-concepts/administration/billing/pricing#plan-comparison) have access to the integration. Only an Quo workspace Owner or Admin can set up the integration.
From Attio, you can access this integration with any Attio plan.
## How to set up the Attio integration
1. If you are an Quo workspace Owner or Admin, go to the Quo [**web**](https://my.quo.com/signup) or desktop app.
2. In your workspace settings, select [**Integrations**](https://get.quo.com/integrations-attio).
3. Select Attio and click the **Connect to Attio** button. Attio will ask you to confirm the Attio account you want to connect to Quo.
![CleanShot 2025-11-24 at 11.56.36@2x.png]()
## How to disconnect the Attio integration
If you wish to uninstall your Attio integration, there are two ways to do so:
* In your Quo workspace, navigate to **Settings >** **Integration >** **Attio**. There click **Disconnect.**
* In Attio, to deactivate the Quo app navigate to your **Apps and integrations** and uninstall.
While the integration is disconnected, Quo will not send any activity to Attio. Activities generated during downtime cannot be synced retroactively, though they remain visible in Quo.
## Need Support?
Submit a support request at [**support.quo.com**](http://support.quo.com) for help with the Attio integration setup.
# Clay
Source: https://support.quo.com/core-concepts/integrations/clay
Create contacts and send SMS messages from Clay using your Quo number to turn enriched leads into real conversations in seconds. We’ll show you how to set up the integration and what’s possible.
## Overview
The [Clay integration](https://www.clay.com/integrations/data-provider/quo) allows you to automatically create contacts in Quo and send personalized SMS messages from your Quo number using the [Quo API](https://support.quo.com/core-concepts/integrations/api).
This integration requires an active Quo subscription, prepaid API messaging credits, and **Owner or Admin** permissions in your workspace.
## How the integration works
Actions in Quo are triggered directly from **rows in your Clay table**.
### Available actions
Clay can automatically create contacts in Quo using data from a table row with:
* Name
* Phone number
* Email
* Company
Once created, the contact appears in your Quo workspace and future calls and messages are logged under that contact.
Clay can send outbound SMS messages from your selected Quo phone number.
* Messages are sent through the Quo API
* Conversations appear in your Quo inbox
* Replies return directly to Quo
* Dynamic variables from Clay can be used for personalization
***
## Data flow and limitations
### Action-based integration
* **One-way actions:** Data flows from Clay to Quo, so changes made in Quo will not automatically update in your Clay table.
* One API request is triggered per row
* Not a real-time sync
All automation logic and triggering rules for sending SMS messages or creating contacts are configured inside Clay.
***
## Messaging requirements
### US business texting registration
To send messages to US phone numbers:
* US carrier registration must be approved
* Messages won’t be delivered if registration is incomplete
Learn more about [Carrier Registration (A2P 10DLC) with Quo.](https://support.quo.com/getting-started/carrier-registration/carrier-registration)
### API messaging credits
Messages sent from Clay are treated as API messages and use prepaid API credits. If you **don’t have enough available API credits, your SMS messages will not be sent**.
Visit our [Pre-paid credits and usage-based billing](https://support.quo.com/core-concepts/administration/billing/credits-and-usage) article to learn how to add credits to your workspace.
***
## Who can access and set up the integration?
### Quo
You'll need an active Quo subscription, and be a workspace **Owner or Admin** to authenticate Quo inside Clay.
**To use the SMS action, you'll also need:**
* [Prepaid API messaging credits](https://support.quo.com/core-concepts/administration/billing/credits-and-usage#pre-paid-credits-and-usage-based-billing)
* Your completed [US carrier registration](https://support.quo.com/getting-started/carrier-registration/carrier-registration) (if messaging US numbers)
### Clay
An active Clay account on the Explore plan or higher is required to configure and trigger Quo actions.
***
## How to set up the Clay integration
The Clay integration uses Clay’s HTTP API enrichment feature to trigger actions in Quo directly from rows in your Clay table.
### 1. Get your Quo API key
You’ll need a Quo API key to authenticate requests from Clay.
1. Log in to Quo with owner or admin access
2. Go to **Settings → API**
3. Click **Generate API key**
4. Give it a name like "Clay"
5. Copy the key (you'll paste it during setup)
### 2. Create a Clay table
1. Open Clay
2. Create or open an existing Clay table
3. Add columns containing the data you want to send to Quo, such as: First name Last name Phone number Email Company SMS message text
Each row will represent a lead or contact.
### 3. Add the HTTP API enrichment
1. Click **Add enrichment**
2. Search for and select **HTTP API**
3. You'll see two tabs: **Generate (AI-assisted)** and **Configure (manual)**. You can use either method, but the examples below show manual configuration. [See more here](https://university.clay.com/docs/http-api-integration-overview#option-b-manual-configuration).
4. Set up the authentication header field and paste in your Quo API key.
![Clay HTTP Enrichment]()
***
## How to use actions in Clay
### Create contacts in Quo
Next, configure an HTTP API enrichment column that creates contacts.
| **Method** | **Endpoint** |
| ---------- | ------------------------------------------------------------------------------ |
| POST | [https://api.openphone.com/v1/contacts](https://api.openphone.com/v1/contacts) |
```text Request body example theme={null}
{
"defaultFields": {
"firstName": "/First Name",
"lastName": "/Last Name",
"company": "/Company",
"phoneNumbers": [
{
"name": "primary",
"value": "/Phone"
}
],
"emails": [
{
"name": "work",
"value": "/Email"
}
]
}
}
```
Clay will replace each column reference with values from the row. When the enrichment runs, a new contact will be created in Quo.
![Clay Create Contact]()
### Send SMS messages from Clay
You can also configure an HTTP API enrichment to send SMS messages. Add a second HTTP API enrichment column.
| **Method** | **Endpoint** |
| ---------- | ------------------------------------------------------------------------------ |
| POST | [https://api.openphone.com/v1/messages](https://api.openphone.com/v1/messages) |
```text Request body example theme={null}
{
"content": "/SMS Message",
"from": "/Quo Number",
"to": [
"/Phone"
]
}
```
![Clay Send SMS Integration 2026]()
Once configured, **click Run** on your row (or auto-run on new rows).
For detailed API configuration instructions, refer to our [API Integrations article](https://support.quo.com/core-concepts/integrations/api).
***
## Need Support?
Submit a support request at [**support.quo.com**](http://support.quo.com/) for help with the Clay integration setup.
# Clio
Source: https://support.quo.com/core-concepts/integrations/clio
Connect Quo to Clio Manage to sync contacts, log calls and messages automatically, and launch calls directly from Clio.
## Overview
Quo's native integration with Clio Manage syncs your contacts from Clio into Quo, automatically logs every call and message back to Clio with AI summaries, and lets you launch calls directly from a contact's page in Clio.
This integration works with **Clio Manage** and is available for Quo [Business and Scale plan](https://support.quo.com/core-concepts/administration/billing/pricing) users.
***
## What the Clio integration does
Contacts created, updated, or deleted in Clio sync into Quo automatically in real time. Synced contacts are read-only in Quo.
Every call — inbound, outbound, missed, forwarded, voicemail, and Sona-handled — is logged as a Communication in Clio with direction, duration, AI summary, next steps, and a deep link back to Quo.
Inbound and outbound SMS messages are logged as Notes on the matching Contact record in Clio, with message content and a deep link back to Quo.
A **Call with Quo** button on Contact detail pages in Clio opens the Quo desktop app with the contact's number ready to dial.
***
## Set up the Clio integration
Open Integrations
In Quo, go to Settings → Integrations. 2 Connect Clio
Find Clio and click Connect. You’ll be redirected to Clio’s OAuth flow to authorize the connection. 3 Authorize access
Sign in to Clio and grant Quo the requested permissions. Quo detects your firm’s Clio data region (US, EU, Canada, or Australia) automatically during this step. 4 Wait for the initial contact sync
Once connected, Quo imports your existing Clio contacts. For most firms this takes a few minutes — larger databases may take longer. After the initial import, new changes in Clio sync in real time. 5 Configure your settings
In the Clio integration settings, choose which phone numbers sync activity and toggle call logging and message logging on or off independently.
You'll be redirected to Clio's OAuth flow to authorize the connection.
Quo detects your firm's Clio data region (US, EU, Canada, or Australia) automatically during this step.
For most firms this takes a few minutes — larger databases may take longer. After the initial import, new changes in Clio sync in real time.
From Settings → Integrations → Clio, you can:
* Enable or disable call logging and message logging
* Choose which phone numbers sync activity
* Configure which of your contacts are synced
***
## Manage your settings
Owners and Admins can configure the Clio integration from **their Quo workspace**.
1. In Quo, go to **Settings → Integrations**.
2. Select **Clio**.
3. Adjust your settings using the options below.
4. Click **Save**.
| Setting | What it controls |
| ---------------------- | ----------------------------------------------------------------------- |
| **Call logging** | Toggles whether calls are logged as Communications in Clio |
| **Message logging** | Toggles whether SMS messages are logged as Notes in Clio |
| **Phone numbers** | Choose which Quo phone numbers sync activity to Clio |
| **Contact sync scope** | Filter which Clio contacts sync into Quo (all contacts or clients only) |
***
## How contact sync works
Contact sync is one-way, from Clio to Quo. Contacts created or edited in Clio sync into Quo automatically. Synced contacts are read-only in Quo; make all edits in Clio and they'll flow over automatically.
**Imported fields:**
* First and last name
* Phone numbers
* Email address
* Company and job title
Both **Person** and **Company** contact types are supported.
**Limitations of contact sync:**
* **One-way sync only:** Contact details flow from Clio into Quo, not bidirectionally.
* **Editing in Quo does not update Clio:** To update a contact's details, make the change in Clio and it will sync over automatically.
* **Contacts created in Quo don't sync to Clio:** If you need a contact in both systems, create it in Clio first.
***
## How call logging works
When a call ends, Quo creates a **Communication record** in Clio on the matching contact.
**The record includes:**
* Direction (inbound or outbound)
* Phone numbers involved
* Who answered or handled the call
* Duration
* A deep link back to the activity in Quo
When AI enrichment is ready (summary, next steps, and transcript), the Communication in Clio is updated automatically. Calls handled by **Sona** are also logged.
***
## How message logging works
When an SMS message is sent or received, Quo logs it as a **Note** on the corresponding Contact record in Clio.
**Each note includes:**
* Direction (inbound or outbound)
* Phone numbers involved
* Message content
* A deep link back to the conversation in Quo
**Notes** appear on the contact's timeline, so your team has a complete message history without leaving Clio.
***
## Use "Call with Quo" from Clio
The **Call with Quo** button appears on Contact detail pages in Clio. Clicking it opens the Quo desktop app with the contact's primary phone number ready to dial.
**Requirements:**
* The Quo desktop app must be installed on your computer
* Quo must be set as your [default calling app](https://support.quo.com/core-concepts/calling/click-to-call#click-to-call)
**The call is made through the Quo app**, not inside Clio. If the button does nothing or opens the wrong app, check that Quo is installed and set as your default phone handler.
***
## How to disconnect the Clio integration
### From Quo
1. In your Quo workspace, navigate to **Settings → Integrations → Clio**.
2. Click **Disconnect**.
### From Clio
1. In Clio, navigate to **Settings → Marketplace**.
2. Find Quo and select **Uninstall**.
**While the integration is disconnected, Quo won't log any activity to Clio.** Activity generated during downtime can't be synced retroactively, though it remains visible in Quo.
***
## FAQs
Yes. You can choose to sync all contacts or filter for specific contacts only. Adjust this in **Settings → Integrations → Clio**.
It depends on the size of your Clio contact database. For most firms, the bulk import completes within a few minutes. Larger databases may take longer.
No. Make contact edits in Clio to ensure your contacts stay in sync. Changes in Clio will automatically flow into Quo.
All call types are logged: inbound, outbound, missed, forwarded, voicemail, and Sona-handled calls. Each is logged as a Communication on the matching Clio contact.
Contacts previously synced may need to re-import. Activity logged during the disconnected period won't be retroactively synced.
No. The integration is currently available for Clio Manage only.
Need help? [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Deep linking
Source: https://support.quo.com/core-concepts/integrations/deep-linking
Enable users to call and message directly from your mobile app using Quo, formerly OpenPhone, deep links
## Overview
Deep linking allows your mobile app users to call and text through Quo without leaving your app. Create seamless communication experiences by integrating Quo's URL schemes into your mobile application.
Deep linking is available for mobile apps only. Web and desktop applications are not supported.
## Use cases
**Deep linking is ideal for:**
* Customer service apps with call functionality
* Business apps requiring direct communication
* CRM mobile applications
* Field service and delivery apps
* Any mobile app with communication features
## Dialing phone numbers
### URL scheme format
```
openphone://dial?number=&from=&action=call
```
### Parameters
**Required:**
* `number`: URL-encoded phone number string
**Optional:**
* `from`: URL-encoded Quo number to use as caller ID
* `action`: Set to `call` for automatic dialing
If `from` is not specified, the currently selected Quo number is used. For automatic calling with multiple numbers, specify `from` to avoid number selection prompts.
### Examples
**Basic dialing:**
```
openphone://dial?number=4107934326
openphone://dial?number=%2B14107934326
```
**Automatic calling:**
```
openphone://dial?number=4107934326&from=3239991234&action=call
```
## Drafting messages
### URL scheme format
```
openphone://message?number=&from=&text=&attachments=,
```
### Parameters
**All parameters are optional:**
* `number`: URL-encoded phone number string
* `from`: URL-encoded Quo number to send from
* `selectedAsFallback`: Use current number when `from` not set (default: false)
* `text`: URL-encoded message body
* `attachments`: Comma-separated URLs to files with proper extensions (.jpg, .pdf, etc.)
### Examples
**Simple message:**
```
openphone://message?text=Hello,%20buddy
```
**Message with attachments:**
```
openphone://message?number=4107934326&text=Hello,%20buddy&attachments=https%3A%2F%2Fexample.com%2Ffile.pdf,https%3A%2F%2Fexample.com%2Fimage.png
```
## Group communications
### Multiple recipients
Both dialing and messaging support multiple recipients by providing comma-separated phone numbers:
**Group messaging:**
```
openphone://message?number=4107934326,9801235640&text=Hello
```
**Group calling:**
```
openphone://dial?number=4107934326,9801235640&action=call
```
### Limitations and requirements
**Group size limits:**
* Maximum **9 phone numbers** per group (user is the 10th participant)
* For group dialing, `action=call` parameter is required
**Direct numbers:**
* User direct numbers start with `@` symbol
* Must be URL-encoded: `@9997934326` becomes `%409997934326`
Group dialing requires the `action=call` parameter when multiple numbers are provided.
## User experience
### App behavior
**When users tap deep links:**
* **App installed**: Quo launches with pre-filled dialer or message composer
* **App not installed**: Redirects to App Store (iOS) or Google Play Store (Android)
* **Multiple numbers available**: User may be prompted to select calling number
### Implementation tips
**Best practices:**
* Always URL-encode phone numbers and message content
* Test deep links on both iOS and Android devices
* Handle fallback scenarios when Quo isn't installed
* Consider user experience for number selection prompts
**URL encoding examples:**
* Space: `%20`
* Plus sign: `%2B`
* At symbol: `%40`
* Comma: `%2C`
# Email
Source: https://support.quo.com/core-concepts/integrations/email
Get email notifications for calls, messages, and voicemail from your Quo, formerly OpenPhone, numbers
## Overview
Email integration keeps you informed of important communications by sending notifications whenever your Quo numbers receive calls, messages, or voicemail. Stay connected even when you're away from your phone.
Only Admins and Owners of phone numbers can configure email integrations.
## Setting up email notifications
### Configuration steps
**To connect email notifications:**
1. Navigate to **Settings** → **Phone Numbers**
2. Select the phone number to configure
3. Scroll to **Integrations** section
4. Click **Connect to your email**
5. Configure notification preferences
![Phone numbers settings interface]()
### Notification settings
**Default configuration:**
* Account email automatically included as recipient
* Notifications enabled for text messages, missed calls, and voicemail
* Additional email addresses can be added
![Email integration setup interface]()
### Customizing notifications
**Available event types:**
* **Text messages**: Receive copy of all incoming messages
* **Missed calls**: Get notified when calls go unanswered
* **Sona handed calls**: Receive a summary after Sona handles a call for you
* **Voicemail**: Email delivery of voicemail recordings and transcripts
**Additional recipients:**
* Add team members or assistants
* Include external email addresses
* Configure different recipients for different event types
![Email notification preferences configuration]()
## Email notification format
### What notifications include
**Email content:**
* Clear subject line indicating event type
* Sender/caller information
* Message content or call details
* Timestamp of activity
* Direct link to conversation in Quo
![Example voicemail notification in Gmail inbox]()
### Notification types
**Text message notifications:**
* Full message content
* Sender's phone number
* Quo number that received the message
* Quick reply options
**Missed call notifications:**
* Caller information
* Call duration and time
* Voicemail status (if left)
* Call-back options
**Voicemail notifications:**
* Audio file attachment
* Voicemail transcription (if available)
* Caller details
* Playback and management options
## Managing email integration
### Updating settings
**To modify email notifications:**
* Return to phone number settings
* Adjust event types and recipients
* Enable or disable specific notification types
* Update email addresses as needed
### Best practices
**Effective email notification setup:**
* Choose relevant events to avoid inbox clutter
* Include key team members for shared numbers
* Use email filters to organize Quo notifications
* Regularly review and update recipient lists
**Email management tips:**
* Create dedicated folder for Quo notifications
* Set up email rules for automatic organization
* Use notification content for quick context
* Leverage direct links to access full conversations
# Gong
Source: https://support.quo.com/core-concepts/integrations/gong
Automatically sync Quo, formerly OpenPhone, call recordings to Gong for conversation intelligence and sales analysis
## Overview
Quo's Gong integration automatically syncs call recordings to Gong for conversation intelligence and analysis. Analyze call interactions, track key moments, and leverage Gong's AI-powered insights on your Quo conversations.
Gong integration is available for Business plan customers. You must be a workspace Owner or Admin to set up the integration.
## How the integration works
### Automatic call recording sync
**Recording workflow:**
* Quo call recordings automatically import to Gong
* Choose auto-recording at phone number level or manual recording during calls
* Recordings sync immediately after call completion
* Full audio and transcript data transferred
![Call recording importing from Quo to Gong]()
### Gong analysis features
**Available in Gong:**
* Full call recording playback
* AI-generated conversation insights
* Key moments and points of interest identification
* Questions asked during calls
* Repeat phrases and talking patterns
![Call recording playback interface in Gong]()
### Transcript analysis
**Call transcript features:**
* Complete conversation transcription
* Coaching opportunities identification
* Sales methodology tracking
* Performance analysis and insights
![Call transcript analysis in Gong interface]()
## Setting up Gong integration
### Prerequisites
**Requirements:**
* Quo Business plan subscription
* Active Gong account
* Workspace Owner or Admin permissions in Quo
* Admin access to Gong workspace
### Connection process
**To connect Quo to Gong:**
1. Open Quo web or desktop app
2. Navigate to **Settings** → **Integrations**
3. Select **Gong** from available integrations
4. Click **+ Connect to Gong**
5. Authorize connection in Gong
6. Return to Quo for configuration
![Selecting Gong integration in Quo workspace]()
### Configuration
**After connecting:**
* Select phone numbers to sync recordings from
* Configure which calls should be recorded
* Set up automatic vs. manual recording preferences
* Test the integration with sample calls
## Using the integration
### Recording settings
**Call recording options:**
* **Auto-record**: All calls on selected numbers automatically recorded
* **Manual recording**: Use record button during live calls
* **Selective sync**: Choose which recordings sync to Gong
* **Number-specific settings**: Different recording rules per phone number
### Data synchronization
**What syncs to Gong:**
* Complete call audio recordings
* Call metadata (duration, participants, timestamps)
* Conversation transcripts
* Call outcomes and dispositions
### Analysis workflow
**In Gong platform:**
* Review imported Quo calls
* Analyze conversation patterns and insights
* Track sales methodology adherence
* Use coaching features for team development
* Generate reports on call performance
## Best practices
### Recording management
**Effective recording strategy:**
* Enable auto-recording for sales and support numbers
* Train team on manual recording for important calls
* Review recording settings regularly
* Ensure compliance with local recording laws
### Gong optimization
**Maximizing insights:**
* Tag important calls for easy filtering
* Use Gong's coaching features for team development
* Set up custom trackers for key sales moments
* Regular review of conversation analytics
### Team workflow
**Integration in daily work:**
* Include Gong analysis in sales reviews
* Use insights for coaching conversations
* Track performance trends over time
* Share best practices identified through analysis
## Related integrations
**Complementary tools:**
* [HubSpot integration](https://support.quo.com/core-concepts/integrations/hubspot) for CRM synchronization
* [Zapier integration](https://support.quo.com/core-concepts/integrations/zapier) for workflow automation
* Email notifications for call alerts
* Slack integration for team notifications
# HubSpot
Source: https://support.quo.com/core-concepts/integrations/hubspot
Using Quo, formerly OpenPhone’s HubSpot integration allows you to connect your phone with your CRM. We’ll show you how to set up the integration and what’s possible.
## Overview
Quo's HubSpot integration connects your phone communications with your CRM, The HubSpot integration makes it easier to view contact details as a HubSpot contact, whenever a HubSpot contact calls or messages your Quo number. You don’t even have to add them as an Quo contact. The following fields from HubSpot are automatically imported into the contact profile in Quo:
HubSpot integration is available for Business and Scale plan customers. Requires Quo workspace Owner/Admin and HubSpot Super Admin permissions.
## How the integration works
### Contact syncing
**Automatic contact import:** When HubSpot contacts call or message your Quo numbers, their details automatically appear in Quo.
**Imported fields:**
* First name
* Last name
* Phone
* Email address
* Link to a HubSpot record
Additionally, if these fields are filled out in HubSpot, contacts will also display:
* Job title
* Company
![HubSpot contact details displayed in Quo]()
### Bi-directional contact sync
With bi-directional sync enabled, you can update synced contact fields directly in Quo and have those changes automatically reflected in HubSpot. This means you no longer need to switch over to HubSpot to keep contact details current. Any edits you make to the existing synced properties in Quo will be pushed back to HubSpot automatically.
**Updates sync to HubSpot automatically in seconds**. You'll see a status indicator on the contact record when a change is in progress.
### **Limitations of contact syncing with HubSpot**
Contact syncing with HubSpot has some limitations:
* To display HubSpot contact details, a call must be with a phone number that matches the number of an existing HubSpot contact's phone number.
* Bi-directional sync applies to the existing contact properties that are synced between Quo and HubSpot. Fields outside of the synced properties are not included.
* Contacts created in Quo do not automatically create new contacts in HubSpot at this time.
## **Integrated Quo activities logging to HubSpot contacts**
Activities done through Quo can all automatically be logged to a relevant contact in HubSpot! These include all of the following:
* Incoming calls
* Outgoing calls
* Call recordings
* Call summaries and next steps
* Voicemail
* Text messages
![Quo activities logged in HubSpot contact record]()
**Note**: Messages are now logged as SMS instead of being grouped under “call” types. This ensures accurate reporting for team performance analysis in HubSpot.
### Deal associations
When Quo logs activity to HubSpot, it automatically associates the activity with any HubSpot Deals linked to the contact or company. This means:
* If a contact or company has an associated Deal in HubSpot, logged calls and messages appear on that Deal's timeline as well.
* Deal associations are **read-only** — they are pulled from HubSpot based on existing contact and company relationships. You cannot create or modify Deal associations from Quo.
* Associations include Deals linked to both the contact and the company, so all relevant Deal timelines are updated when activity is logged.
Deal associations rely on the relationships configured in HubSpot. If a Deal is associated with a contact or company in HubSpot, Quo respects that association when logging activity. Make sure your Deals are properly associated with the relevant contacts and companies in HubSpot.
## Option to use HubSpot call minutes or not
You can call your contacts straight from HubSpot's app with your Quo number. Doing so means you won't be using the [call minutes in your HubSpot subscription](https://knowledge.hubspot.com/calling/use-the-calling-tool).
To call your HubSpot contacts without using your HubSpot call minutes, follow these steps:
1. First, [make Quo the default app](https://support.quo.com/core-concepts/calling/click-to-call#install-and-configure-openphone) for calling on your computer.
2. Select a contact in HubSpot and hover over their phone number. You'll see a share icon.
3. Click the icon for the option to call that number in Quo.
![Click To Call Mac Gi]()
After clicking the pop up, you'll be taken to the Quo desktop app where you can click **Call** to dial that number.
## **Who can access and set up the HubSpot integration?**
All customers on the [Quo Scale and Business plans](https://support.quo.com/core-concepts/administration/billing/pricing#plan-comparison) have access the integration. Only an Quo workspace Owner or Admin user can set up the integration.
From within HubSpot, you can access this integration with any HubSpot plan. However, you'll need to have [super admin](https://knowledge.hubspot.com/settings/create-roles) permissions in order to connect HubSpot to Quo.
## **How to set up the HubSpot integration**
1. If you are a Quo workspace owner or admin, go to the Quo [web](https://my.quo.com/signup) or desktop app.
2. In your workspace, select [Integrations](https://my.quo.com/settings/integrations).
3. Select HubSpot and click the **Connect to HubSpot** button.
![Configurationsettingsgetstarted Pn]()
HubSpot will ask you to confirm the HubSpot account you want to connect to Quo. Click the bubble to the left of your selected account name.
![Clean Shot2025 07 18at10 41 54@2x Pn]()
![Phone number selection for HubSpot sync]()
5. After clicking **Choose Account** to confirm, you’ll be redirected back to the integration settings in Quo.
6. Scroll down to **Phone Numbers**. Here, you can toggle on and off:
* **Auto-log calls** - Toggling on automatically logs incoming and outgoing calls to the matching contact or company in HubSpot.
* **Auto-log messages** - Toggling on automatically logs incoming and outgoing messages to the matching contact or company in HubSpot (**Note**: this setting currently auto-logs SMS messages. [MMS messages](https://support.quo.com/core-concepts/messaging/overview#sending-pictures-and-attachments) sent through Quo will show as a blank message in HubSpot currently. However, a sales rep can add the image, GIF, or video into the log history in HubSpot by clicking into the blank message in HubSpot and clicking **Save**).
![Clean Shot2025 07 18at10 59 40@2x Pn]()
### Using Quo minutes
**Click-to-call without HubSpot minutes:**
1. [Set Quo as default calling app](https://support.quo.com/core-concepts/integrations/deep-linking) on your computer
2. Hover over phone number in HubSpot contact
3. Click share icon that appears
4. Select option to call in Quo
5. Complete call in Quo desktop app
## **How to disconnect the HubSpot integration**
If you wish to uninstall your HubSpot integration, there are two ways to do so:
* In your Quo workspace, navigate to **Settings >** **Integration >** **HubSpot**. There click **Disconnect.**
* In HubSpot, to deactivate the Quo app navigate to your **Connected apps** and uninstall. For more details on this, please visit [this page](https://knowledge.hubspot.com/integrations/connect-apps-to-hubspot#uninstall-an-app).
It is important to note that during the time your integration is inactive, calls or activities will not log, and retroactive logging of that data is not possible. Please keep this in mind should you decide to manually deactivate your integration for any reason. All data will be stored within Quo as normal.
Looking for more ways to bring together Quo and other features in HubSpot? Check out our [Zapier integration](https://zapier.com/apps/openphone/integrations/hubspot).
# Jobber
Source: https://support.quo.com/core-concepts/integrations/jobber
Sync AI call summaries and transcripts from Quo, formerly OpenPhone, to Jobber and call clients with one click, for even more streamlined field service management
## Overview
Jobber is a leading field service management platform that helps businesses handle scheduling, quotes, invoices, and client communications. Quo's Jobber integration automatically syncs AI-powered call summaries and transcripts, eliminating manual data entry and providing instant context for every client interaction.
Jobber integration is available for Business and Scale plan customers. Requires an active Jobber account to use this feature.
## How the integration works
### Automatic client and request creation
**Smart client matching:**
* Quo checks Jobber for existing clients by phone number on incoming calls
* Creates placeholder client records for new callers automatically
* Generates new Request objects for unmatched calls
* Ensures no lead or client information is lost
### AI call summary sync
**Automated data transfer:**
* Quo AI generates concise call summaries after each incoming phone call
* Complete call transcripts sync directly to Jobber
* Time-stamped transcripts for easy reference
* Eliminates manual note-taking and data entry
![Call summary syncing from Quo to Jobber]()
### Create requests from live calls with Sona
Sona, our AI voice agent, can create Jobber requests during a live call when a caller asks about a new job. The request appears in Jobber immediately with a title, service details, and next steps generated from the conversation.
When you set up a custom Sona job, you can tell Sona exactly when to create a service request from a phone call it handles, based on the conversation and your instructions. This gives you more control over request creation and helps make sure requests reflect real service needs.
**How it works:**
* Add the **/Create request** action to a Sona job
* Sona creates the request when the caller expresses service intent
* Title, details, and next steps are inferred from the conversation automatically
![Clean Shot 2026 02 19 At 20 18 48@2x]()
**Getting started:**
* Create or edit a Sona job and insert the action where Sona should submit the request
* See [Using actions](https://support.quo.com/core-concepts/ai-automations/sona/actions) for setup instructions and an example job configuration
### **Click-to-call from Jobber**
**Call clients in one tap:**
* Click a client’s name on any synced Jobber request
* After clicking on the phone number marked as ‘Call from Quo’, you'll be taken to the Quo desktop app where you can click "Call" to dial that number
* Save time and avoid switching apps or copy-pasting numbers
*Note: Requires a Connect plan or higher in Jobber to support custom fields for this feature.*
![Jobber Click To Call]( "Jobber Click To Call")
### **Per-number sync settings**
**Control what syncs to Jobber:**
* Choose which Quo numbers sync with Jobber
* Turn syncing on or off for each number independently
* Keep Jobber organized by only syncing the numbers you want
## Benefits for field service teams
### Enhanced client management
**Streamlined workflow:**
* **Create Clients and Requests** automatically from new caller interactions
* **Quick context access** from past conversations in Jobber
* **Complete conversation history** with detailed transcripts
* **Reduced data entry** with automatic synchronization
### Improved service delivery
**Better customer insights:**
* Full conversation context before service visits
* Historical communication patterns and preferences
* Detailed service request information from calls
* Enhanced follow-up capabilities
## Setting up Jobber integration
### Prerequisites
**Requirements:**
* Quo Business or Scale plan
* Active Jobber account ([sign up here](https://www.getjobber.com/plp/openphone))
* Call transcription and summarization enabled
* Workspace Owner or Admin permissions
### Installation process
**To connect Quo to Jobber:**
1. Navigate to **Settings** → **Integrations** → **Jobber**
2. Follow prompts to grant permissions
3. Connect your Jobber account
4. Verify call summary settings are enabled
![Jobber integration setup in Quo settings]()
### Configuration requirements
**Essential settings:**
* Enable **Transcribe and summarize calls** for phone numbers
* Ensure AI call summaries are activated
* Verify Jobber account permissions
* Test with sample calls
## Using the integration
### Automatic synchronization
**What syncs to Jobber:**
* AI-generated call summaries
* Complete conversation transcripts
* Call metadata (duration, timestamp, participants)
* Client identification and contact information
### Data organization in Jobber
**Structured information:**
* New clients created automatically
* Service requests generated from calls
* Call summaries attached to appropriate records
* Transcripts available for detailed review
### Workflow integration
**Daily operations:**
* Review call summaries before service visits
* Use transcripts for service request clarification
* Access complete conversation history
* Plan follow-up activities based on call content
## Synchronization limitations
**Data flow restrictions:**
* Client information updated in Jobber doesn't sync back to Quo
* No two-way contact synchronization
* Changes in Jobber require manual updates in Quo
* Future versions may include bidirectional sync
## Best practices
### Setup optimization
**Effective configuration:**
* Enable call summaries for client-facing phone numbers
* Test integration with sample calls
* Train team on accessing synced data in Jobber
* Regular review of client creation and request generation
### Workflow integration
**Maximizing value:**
* Review call summaries before field visits
* Use transcripts for accurate service documentation
* Reference conversation history for follow-up planning
* Coordinate with Jobber scheduling and quoting features
### Data management
**Maintaining quality:**
* Monitor automatic client creation for accuracy
* Regular cleanup of placeholder client records
* Ensure call summary quality through proper conversations
* Review transcript accuracy and completeness
## Getting started with Jobber
**New to Jobber?**
* [Sign up for Jobber](https://www.getjobber.com/plp/openphone) to get started and get 20% off for your first 6 months
* Explore field service management features
* Set up scheduling and invoicing workflows
* Configure client management processes
# Make
Source: https://support.quo.com/core-concepts/integrations/make
Create visual automation workflows between Quo, formerly OpenPhone, and thousands of apps using Make's no-code platform
## Overview
Make is a visual automation platform that connects Quo with thousands of apps through intuitive, no-code workflows. Design and automate everything from simple tasks to complex multi-step processes in minutes.
![Make integration workflow example]()
Make integration is included with all Quo plans. SMS messages sent through Make use Quo API pricing.
## What is Make?
**Visual automation platform:**
[Make](https://www.make.com/register?promo=open-phone-app-partner-program) lets you design, build, and automate workflows between apps without coding. Create scenarios that trigger actions across your tech stack when specific events occur in Quo.
**Key capabilities:**
* Visual, drag-and-drop workflow builder
* Connects to thousands of apps and services
* Real-time data synchronization
* Custom scheduling and execution controls
* HTTP app for connecting any API
## Setting up Make integration
### Getting started
**Prerequisites:**
* Make account ([create account](https://www.make.com/register?promo=open-phone-app-partner-program) - 2 months free)
* Quo workspace Owner or Admin permissions
* API key generated from Quo
### Creating your first scenario
**Step-by-step setup:**
1. **Log into Make** and navigate to **Scenarios**
2. **Click "Create a new scenario"**
3. **Search for Quo** and select your trigger
4. **Generate API key** in Quo Settings → API
5. **Connect to Quo** using your API key
6. **Add action modules** for other apps or services
7. **Test and activate** your scenario
![Quo module selection in Make]()
### API key generation
**Creating Quo API connection:**
1. Navigate to **Settings** → **API** in Quo
2. Click **Generate API key**
3. Label your key (e.g., "Make Integration")
4. Copy key for use in Make connection
![Generating API key for Make integration]()
## Available Make modules
### Triggers
**Workflow initiators:**
* **Watch new calls and recordings**: Triggers on completed or ringing calls
* **Watch new messages**: Triggers on delivered or received messages
* **Watch new call summaries**: Triggers when call summaries are generated
* **Watch new call transcripts**: Triggers on completed transcripts
### Actions
**Quo operations:**
* **Create a Contact**: Add new contacts to Quo
* **Get a Contact**: Retrieve contact information
* **Update a Contact**: Modify existing contact details
* **Delete a Contact**: Remove contacts from workspace
* **Send a Text Message (SMS)**: Send automated messages
* **Get a Text Message**: Retrieve message information
* **Get a Call Summary**: Access AI-generated summaries
* **Get a Call Transcript**: Retrieve call transcriptions
* **Make an API call**: Perform custom API operations
### Search functions
**Data retrieval:**
* **Search Calls**: Find calls matching specific criteria
* **Search Text Messages**: Locate messages by parameters
* **List Call Recordings**: Get recordings for specific calls
* **List Phone Numbers**: Retrieve workspace phone numbers
* **List Custom Fields**: Access custom field definitions
## Common automation examples
### Customer service workflows
**Support ticket creation:**
* Trigger: New voicemail in Quo
* Action: Create ticket in help desk system
* Include: Caller information and voicemail transcript
**Follow-up messaging:**
* Trigger: Missed call in Quo
* Action: Send automated SMS follow-up
* Include: Callback scheduling link
### Sales automation
**Lead generation:**
* Trigger: New contact created in Quo
* Action: Add to CRM and marketing automation
* Include: Call summary and contact details
**Opportunity tracking:**
* Trigger: Call summary contains specific keywords
* Action: Update deal stage in CRM
* Include: Conversation insights and next steps
### Team notifications
**Urgent call alerts:**
* Trigger: Call tagged as "urgent" in Quo
* Action: Send instant notifications to team
* Include: Caller details and urgency reason
## Best practices
### Scenario design
**Effective automation:**
* Start with simple, single-action scenarios
* Test thoroughly before activation
* Use descriptive naming for scenarios and modules
* Document complex workflows for team reference
### Performance optimization
**Execution management:**
* Set appropriate run schedules (minimum 15-minute intervals)
* Monitor message limits to avoid spam flagging
* Use filters to prevent unnecessary triggers
* Regular review of scenario performance
### Error handling
**Robust workflows:**
* Include error handling for failed actions
* Set up notifications for scenario failures
* Test with various data types and edge cases
* Maintain backup processes for critical workflows
## Troubleshooting
### Common issues
**Phone number formatting:**
* **Error**: 400 invalid input when sending SMS
* **Solution**: Use E.164 format (+1234567890)
* **Fix**: Add Text Parser module with pattern \[^0-9+]
![Correct phone number format in Make]()
**Text parsing for phone numbers:**
Use Text Parser module before Quo module:
![Text parser module for phone number formatting]()
### API connection issues
**Connection troubleshooting:**
* Verify API key is correctly copied
* Check Quo workspace permissions
* Ensure API key hasn't expired
* Test connection with simple scenario
## Pricing considerations
### Make platform costs
**Make pricing structure:**
* Free tier available with limited operations
* Paid plans based on operations per month
* Get 2 months free with Quo partnership
### Quo API charges
**SMS messaging costs:**
* Messages sent via Make use API pricing
* \$0.01 per message segment for US/Canada
* International rates vary by destination
* Requires prepaid credits in Quo account
Monitor message volume and frequency to maintain carrier compliance and avoid spam classification.
# Claude and ChatGPT
Source: https://support.quo.com/core-concepts/integrations/mcp
Connect Quo to Claude or ChatGPT and manage your conversations, contacts, and call transcripts in plain English. No coding required.
## Get connected
Connect Quo to your AI assistant and manage calls, texts, and contacts without switching apps. Send messages, pull call transcripts, and look up contacts just by asking — no menus, no clicking around.
Quo is an official connector for both Claude and ChatGPT.
Available to all Claude users.
Available to ChatGPT Plus & Pro users.
***
## What you can do
Once connected, talk to your AI assistant like you'd talk to a teammate.
Pre-paid credits are needed to send texts through your AI assistant. These messages count as API messages. [Learn more about pre-paid credits →](https://support.quo.com/core-concepts/administration/billing/credits-and-usage)
Pull messages and call activity from any Quo inbox and ask for a summary.
Send a text to one person or broadcast the same message to multiple team members from your Quo number, without opening your workspace.
Pull message history from any Quo inbox, filter by contact, date, or topic, or list all your inboxes to see which numbers are available.
Retrieve call history and voicemail transcripts from your Quo number. Use filters to focus on what's relevant.
Call transcripts are only available on numbers where [call transcripts are enabled.](https://support.quo.com/core-concepts/calling/summaries-and-transcripts#call-transcripts-and-summaries)
Search your contact list, look up a specific contact's details, add new contacts, or update existing ones just by asking.
Get info about your missed calls to your Quo numbers, and see their voicemail transcripts directly from your chat.
***
Need help? [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# ChatGPT
Source: https://support.quo.com/core-concepts/integrations/mcp/chatgpt
Connect Quo ChatGPT and manage your conversations, contacts, and call transcripts in plain English. No coding required.
## Overview
Quo is an official app in the ChatGPT directory. Send messages, pull call transcripts, and look up contacts just by asking ChatGPT.
**ChatGPT Plus or Pro** is required to connect apps in ChatGPT.
![Connect Quo to ChatGPT]()
***
## Connect to ChatGPT
Quo is available to **ChatGPT Plus and Pro** users directly in [ChatGPT's app directory](https://chatgpt.com/apps).
1. Open ChatGPT.
2. From the left sidebar, click **More,** then click [**Apps**](https://chatgpt.com/apps)
3. Search for **Quo**, click the app listing
![Lt Chatgpt Search Quo Quo 05 19 2026]()
4. Click **Connect**
![Lt Applisting Chatgpt Quo 05 19 2026]()
5. Toggle on **Reference memories and chats**
![Lt Connect Chat GPT Quo Quo 05 19 2026]()
6. Click **Sign in with Quo App**
7. On the next screen, click **Allow**
![Lt Allow Connectto Quo Chat GPT Quo 05 19 2026]()
Make sure you're logged in to the Quo account you want to connect before clicking **Sign in with Quo App**.
***
## What you can do
Once connected, talk to ChatGPT like you'd talk to a teammate. Expand any action below to learn more.
**Pre-paid credits are needed to send texts from Quo using ChatGPT.** These messages count as API messages. [Learn more about pre-paid credits →](https://support.quo.com/core-concepts/administration/billing/credits-and-usage)
Pull messages and call activity directly from Quo and ask ChatGPT for a summary. Instantly review conversations, catch up on missed messages, or understand what customers are asking about.
Sample prompt:
1. Pull my last 100 calls from (604) 262-6950 and summarize: what questions do prospects ask most?
Send a text to one person or the same text to multiple people at once from your Quo number, without opening your workspace.
Sample prompts:
1. Text (434) 732-2924 from my (604) 262-6950 number: Running 10 minutes late.
2. Send this update to the entire crew: Job site moved to Oak Street.
This action uses your API messaging credits. [Learn about API credit pricing](https://www.quo.com/docs/mdx/pricing-support/pricing-overview) →
Pull your message history from any Quo inbox, filter by contact or date, or list all your inboxes to see which numbers are available.
Sample prompts:
1. Show my last 10 texts with (434) 732-2924.
2. What inboxes do I have in Quo?
Retrieve call history and voicemail transcripts from your Quo number.
Sample prompt:
1. Pull today's voicemails for our main number.
Only available for Quo numbers with [call transcripts enabled](https://support.quo.com/core-concepts/calling/summaries-and-transcripts#call-transcripts-and-summaries).
Search your contact list, look up a specific contact's details, add new contacts, or update existing ones — all just by asking.
Sample prompts:
1. List all my contacts in Quo.
2. Look up the contact details for (858) 282-0483.
3. Add contact: Seth Ramos, ABC Plumbing, (858) 282-0483, role Foreman.
4. Update the contact for Lisa Price with her new email: [lisa@acme.com](mailto:lisa@acme.com).
Get info about your missed calls and see their voicemail transcripts from your chat.
**Sample prompts:**
1. Did I miss any calls on my Customer Support line yesterday?
2. Who do I need to call back from my main line?
***
## Safety and permissions
Before sending any text or creating a contact, ChatGPT asks for your approval.
The integration only accesses what your Quo account can already see.
Remove the integration from **Apps** in ChatGPT whenever you want.
***
## Disconnect Quo from ChatGPT
1. In the ChatGPT left sidebar, click **More**, then click **Apps**
2. Click the gear icon in the top right corner
3. Click **Quo**
4. Click **Disconnect**
***
## FAQs
Make sure you're using the full number with country code (like `+14155550100`). You can also use the number ID from your Quo settings.
Check that the number has message history. If you're searching by contact, make sure the number is spelled correctly. Try increasing the result limit or widening your date range.
Transcripts are only available on certain Quo plans and only for calls where transcription was turned on. Check your plan settings or widen your date range.
Your credentials are encrypted and handled securely. The integration only accesses what your Quo account can already see. Treat your API key like a password — don't share it publicly.
A few things to try:
* Make sure you're logged in to the correct Quo workspace before clicking **Sign in with Quo App**
* Confirm you clicked **Allow** on the permissions screen. Skipping this step leaves the connection incomplete.
* To reconnect, go to **Apps** in ChatGPT, remove Quo, then re-add it from the directory
* The connection must be set up from [chatgpt.com](https://chatgpt.com) — the mobile and desktop apps don't support app connections
Need help? [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Claude
Source: https://support.quo.com/core-concepts/integrations/mcp/claude
Connect Quo Claude and manage your conversations, contacts, and call transcripts in plain English. No coding required.
## Overview
Quo is an official Claude connector, available to all Claude users. Once connected, you can send texts, check messages, pull call transcripts, and manage contacts, all from inside Claude, without switching apps.
![Connect Quo to Claude]()
***
## Connect to Claude
Quo is available to all Claude users directly in Claude's connector directory.
Make sure you're logged in to the **Quo account you want to connect before starting.**
1. Open Claude.
2. Go to **Customize** from the left sidebar
3. Click **Connect your apps**
![Connect your apps in Claude]()
4. Search for [**Quo**](https://claude.ai/directory/connectors/quo)
![Search for Quo in Claude App Directory]()
5. Click **Connect**
![Quo app listing in Claude]()
6. On the next screen, click **Allow**
![Allow permissions]()
***
## What you can do
The integration uses the Model Context Protocol (MCP), an open standard that lets Claude talk to your Quo account securely. Once connected, ask Claude like you'd ask a team member. Expand any action below to see examples.
**Pre-paid credits are needed to send texts from Quo using Claude.** These messages count as API messages.
[Learn more about pre-paid credits and usage →](https://support.quo.com/core-concepts/administration/billing/credits-and-usage)
Pull messages and call activity from Quo and ask Claude to summarize them. Useful for reviewing conversations, catching up on missed messages, or spotting patterns in what customers are asking about.
**Sample prompts:**
1. Pull my last 20 calls from the Customer Support inbox and summarize the main topics.
2. Summarize conversations from my Sales inbox between April 1 and April 15.
3. What questions did prospects ask most in missed calls last month from (800) 676-7463?
Send a text to one person or broadcast the same message to multiple team members from your Quo number, without opening your workspace.
**Sample prompts:**
1. Text (972) 860-1854 from my (628) 246-3765 number: Running 10 minutes late.
2. Send this update to Anthony Robinson and Frances Powell: Job site moved to Oak Street.
This action uses your API messaging credits.
[**Learn about pre-paid credit pricing →**](https://www.quo.com/docs/mdx/pricing-support/pricing-overview)\*\* \*\*
Pull message history from any Quo inbox, filter by contact, date, or topic, or list all your inboxes to see which numbers are available.
**Sample prompts:**
1. Show my last 10 texts with Gregory Medina.
2. What inboxes do I have in Quo?
3. Pull unread messages from my Customer Support inbox from the past 3 days.
4. Show all messages from the Phoenix inbox about scheduling since March 1.
Retrieve call history and voicemail transcripts from your Quo number. Use filters to focus on what's relevant.
**Sample prompts:**
1. Pull today's voicemails for the Customer Support number.
2. Get call transcripts from (415) 875-5793 between April 20 and April 27.
3. Show missed calls with voicemails from my Sales inbox this week.
4. Pull all calls about billing questions from the Tech Support number last month.
Call transcripts are only available on numbers where [call transcripts are enabled.](https://support.quo.com/core-concepts/calling/summaries-and-transcripts#call-transcripts-and-summaries)
Search your contact list, look up a specific contact's details, add new contacts, or update existing ones.
**Sample prompts:**
1. List all my contacts in Quo.
2. Look up the contact details for Jack Richards.
3. Add contact: Alan Benjamin, ABC Plumbing, (514) 705-8002, role Technician.
4. Update the contact for Sarah Diaz with her new email: [hello@sarahdiaz.com](mailto:amy@zest.com).
Get info about your missed calls and see their voicemail transcripts from your Claude chat.
**Sample prompts:**
1. Did I miss any calls on my Customer Support line yesterday?
2. Who do I need to call back from my main line?
### Add filters to prompts to get answers faster
Claude can make multiple requests to Quo in a single conversation, so there's no hard cap on how much data you can work with. Using filters in your prompt helps you get relevant results quickly.
Each individual request pulls up to **100 transcripts or messages at a time**.
| Filter by | What to add to your prompt |
| ---------- | --------------------------------------------------------------------- |
| Date range | from April 1 to April 15 |
| Inbox | from my Sales inbox **OR** from (800) 676-7463 |
| Contact | conversations with Evelyn Park |
| Call type | missed calls with voicemails |
| Topic | calls about billing |
| Combined | missed calls with voicemails from my Customer Success inbox this week |
***
## Safety and permissions
Before sending any text or creating a contact, Claude asks for your approval.
The integration only accesses what your Quo account can already see.
Remove the integration from **Customize →** **Connectors** in Claude.
***
## Disconnect Quo from Claude
1. In Claude, go to **Customize → Connectors**
2. Find the **Quo** app
3. Click **Disconnect**
***
## FAQs
Make sure you're using the full number with country code, for example `+14155550100`. You can also use the number ID from your Quo settings.
Check that the number has message history. If you're searching for a specific contact, make sure the number or name is spelled correctly. Try adding a date range or widening your search window.
Transcripts are only available to [Business and Scale plans](https://support.quo.com/core-concepts/administration/billing/pricing#quo-plans-and-pricing) where call transcripts have are turned on. [Learn how to enable call transcripts and summaries.](https://support.quo.com/core-concepts/calling/summaries-and-transcripts#call-transcripts-and-summaries)
Your credentials are encrypted and handled securely. The integration only accesses what your Quo account can already see. Treat your connection like a password. Don't share access publicly.
Reading messages, transcripts, and contacts doesn't use credits.
Sending texts does use prepaid messaging credits. [Learn about credits and usage](https://support.quo.com/core-concepts/administration/billing/credits-and-usage).
***
Need help? [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Pipedrive
Source: https://support.quo.com/core-concepts/integrations/pipedrive
Quo’s Pipedrive integration allows you to connect your phone with your CRM. We’ll show you how it works, how to set up the integration and what’s possible.
## Overview
The Pipedrive integration brings your CRM and phone system together so your team always has the most up-to-date customer context. Once connected, Quo will automatically sync your Pipedrive contacts into Quo and log all calls, texts, voicemails, recordings, and AI-powered call summaries back to the correct Pipedrive contacts.
This allows sales, success, and support teams to work directly from Pipedrive with complete communication history without manual updates, or switching tools.
To enable the Pipedrive integration you'll need to be a workspace **Owner or Admin**, and be on a **Quo Business or Scale plan**
***
## How the integration works
### Contact syncing
Quo automatically imports and displays contact information from Pipedrive when a call or text matches an existing Pipedrive Person’s phone number. The integration focuses on displaying Pipedrive contact information **during active conversations** rather than syncing entire contact databases.
![Contactsyncing Pipedrive Contact Card]()
**For Quo to sync and display Pipedrive contact information**, the person you're communicating with **must already exist as a Person in Pipedrive** with their phone number on file.
If a call or text comes in from a number that doesn't match any existing Pipedrive contact, the integration won't be able to pull or display that contact's information.
**Imported fields:**
* First name
* Last name
* Phone
* Email address
**If available:**
* Organization
### Limitations of contact syncing with Pipedrive
* **One-way sync only:** Contact details flow from Pipedrive to Quo, not bidirectionally at this time.
* **Contact matching is phone-number based:** Quo displays Pipedrive contact details only when the incoming/outgoing phone number matches a *Person*’s number in Pipedrive.
* **Editing in Quo does not update Pipedrive:** If you need to update names, numbers, or emails for a *Person*, make those changes directly in Pipedrive.
* **Contacts created or edited in Quo do not sync back to Pipedrive.**
***
## Quo activity syncing
Quo can automatically log communication activity to the correct Pipedrive contact giving your team a unified timeline of every customer interaction. These include all of the following:
* Incoming calls (incl. those handled by Sona)
* Outgoing calls
* Call recordings
* Call summaries and next steps
* Voicemail
* SMS messages
![Pipedrive Activity Syncing]()
You're right, the formatting didn't carry over properly. Here's how it should look, matching HubSpot's style:
### **Lead and deal associations**
When Quo logs activity to Pipedrive, it automatically associates the activity with any Leads or Deals linked to the contact. This means:
* If a contact has an associated Lead or Deal in Pipedrive, logged calls and messages appear on that record's timeline as well.
* Lead and deal associations are read-only — they are pulled from Pipedrive based on existing contact relationships. You cannot create or modify Lead or Deal associations from Quo.
* All relevant Lead and Deal timelines are updated when activity is logged against a contact.
Lead and deal associations rely on the relationships configured in Pipedrive. If a Lead or Deal is associated with a contact in Pipedrive, Quo respects that association when logging activity. Make sure your Leads and Deals are properly associated with the relevant contacts in Pipedrive.
### Number-level control
You can choose which Quo phone numbers sync activity to Pipedrive, giving teams flexibility in managing what data flows to the CRM.
## Who can access and set up the integration?
All customers on the [**Quo Scale and Business plans**](https://support.quo.com/core-concepts/administration/billing/pricing#plan-comparison) have access to the integration. Only an Quo workspace Owner or Admin can set up the integration.
From Pipedrive, you can access this integration with any Pipedrive plan.
***
## How to set up the Pipedrive integration
**Quo Workspace Owners/Admins:**
1. Navigate to the Quo [**web**](https://my.quo.com/signup) or **desktop** app
2. Go to **Workspace Settings** → [**Integrations**](https://get.quo.com/integrations-pipedrive)
3. Select **Pipedrive** and authenticate
![Authorize Pipedrive]()
4. **Choose the phone numbers** you want to sync to Pipedrive
![Choose numbers to sync in Pipedrive]()
5. **Save** configuration
![Pipedrive Activity Syncing]()
## How to disconnect the Pipedrive integration
If you wish to uninstall your Pipedrive integration, there are two ways to do so:
### From Quo
* In your Quo workspace, navigate to **Settings >** **Integration >** **Pipedrive**
* Click **Disconnect**
### From Pipedrive
* In Pipedrive, navigate to your **Settings** **>** **Tools and apps** **> Marketplace apps**
* Find the Quo, then click the **three-dot menu (...) icon**
* Select **Uninstall**
While the integration is disconnected, Quo will not send any activity to Pipedrive. Activities generated during downtime cannot be synced retroactively, though they remain visible in Quo.
***
## FAQs
This integration sends and receives data differently, depending on the information that's being shared.
* **Pipedrive → Quo:** Contact information is read from Pipedrive and displayed in Quo during active conversations
* **Quo → Pipedrive:** Communication activity (calls, texts, voicemails, recordings, and AI summaries) is sent into Pipedrive
Changes made in Quo won’t update contact records in Pipedrive, and contacts created in Quo aren’t pushed back to Pipedrive.
Quo does **not** sync your entire Pipedrive contact database.
Contact information is displayed **only during active conversations**, when:
* A call or text is sent or received
* The phone number matches an existing *Person* in Pipedrive
This keeps Quo focused on live conversations instead of filling your workspace with unused contacts.
Quo logs activity using Pipedrive’s native objects:
* **Phone calls** are logged as **Activities**
* **SMS messages** are logged as **Notes**
Calls are logged as Activities so they can be used in Pipedrive automations and workflows. SMS messages are logged as Notes, following Pipedrive’s best practices.
Calls handled by **Sona** are logged in Pipedrive the same way as regular Quo calls.
Sona-handled call activities include:
* An indicator that the call was handled by Sona
* The call summary and next steps
* A recording link (if available)
Because these calls are logged as **Activities**, they can also be used in Pipedrive workflows, automations, and reporting.
Yes. To use **click-to-call** from Pipedrive, the **Quo desktop app must be installed and running**.
When you click a phone number in Pipedrive:
* The Quo desktop app opens
* The number is pre-filled
* The call is placed from your Quo number
Pipedrive **does not** currently include a built-in dialer for Quo.
Once a call is synced to Pipedrive:
* **Recording links do not expire** and usually download the MP3 directly
* **All relevant contacts** involved in the call are linked to the activity
You can also manually edit the activity in Pipedrive to:
* Add or remove associated contacts
* Attach the call to a deal
* Adjust ownership or context as needed
Any activities that synced **before** disconnection remain in Pipedrive.
Keep in mind:
* New calls or messages won’t sync while disconnected
* Missed activity **can’t be synced retroactively**
* Reconnecting the integration resumes syncing from that point forward
***
## Need Support?
Submit a support request at [**support.quo.com**](http://support.quo.com/) for help with the Pipedrive integration setup.
# Salesforce
Source: https://support.quo.com/core-concepts/integrations/salesforce
Sync contacts, calls, and messages between Quo, formerly OpenPhone, and Salesforce for complete CRM integration
## Overview
Quo's Salesforce integration connects your communications with your CRM, automatically syncing contact details and logging all call and message activities. Streamline your sales process with seamless data flow between Quo and Salesforce.
Salesforce integration requires Business plan, Salesforce API access, and admin permissions in both platforms.
## Prerequisites
### Salesforce requirements
**API access required:**
* **Included:** Enterprise, Unlimited, Performance, Developer editions
* **Available as add-on:** Professional edition
* **Not available:** Group and Essentials editions
**Permissions needed:**
* Salesforce admin permissions for setup
* Quo workspace Owner or Admin role
### Quo requirements
**Plan required:**
* Business plan subscription
**Permissions needed:**
* Workspace Owner or Admin role
* Phone numbers configured for integration
## How the integration works
### Contact syncing
**Automatic contact display:**\
When Salesforce contacts call or you dial them, their details automatically appear in Quo.
**Synced fields:**
* First Name and Last Name
* Phone and Email
* Mobile Phone (if available)
* Company and Job Title (if available)
* Contact/Lead Owner (if available)
* Direct link to Salesforce record
Salesforce contacts typically appear in Quo within about one minute. This may take longer if you're close to your Salesforce API limits.
![Salesforce contact details displayed in Quo]()
### Activity logging
**Automatic call logging:**\
All Quo calls automatically log to Salesforce with detailed information.
Quo attributes each logged activity by matching the Quo user's email to a Salesforce User's email. If no match is found, Salesforce defaults the Task owner to the person who set up the integration, so all activity appears under their name instead.
![Quo call logged in Salesforce]()
**Call activity details:**
| Call Direction | Subject Line | Description Content |
| -------------- | --------------------------------------------- | --------------------------------------------------------------------------------------------------------------------- |
| **Inbound** | `{Inbox Name} {Phone Number} - Incoming Call` | `{Call Status}, Call duration: {time}, Answered by {Username}, {call summary}, Recording URL, View conversation link` |
| **Outbound** | `{Inbox Name} {Phone Number} - Outgoing Call` | `Call duration: {time}, Initiated by {Username}, {call summary}, Recording URL, View conversation link` |
Activity logs typically appear in Salesforce within 10 minutes of a call or message.
### Activity logging with multiple matching records
**When a call or text is logged, Quo searches for all matching Lead and Contact records based on the phone number**. If multiple matches exist (e.g. one Contact and two Leads), activity is logged to all matching records, and no records are not automatically consolidated. Converted Leads (`IsConverted: true`) are excluded from logging.
### Sona integration
**AI agent call logging:**\
Calls handled by Sona automatically sync with subject "Handled by Sona".
![Sona call summary in Salesforce]()
### Message logging
**Text conversation tracking:**\
Text messages automatically log to Salesforce with intelligent grouping:
* Messages grouped by conversation within one-hour windows
* Complete text exchange history
* Contact attribution and timing
* Integration with Salesforce communication history
![Text message conversations in Salesforce]()
## Call summaries and next steps
Quo's AI generates two types of post-call content: a **call summary** and **next steps**.
* **Call summary:** A brief recap of what was discussed. This syncs to Salesforce and appears in the activity description.
* **Next steps:** Action items identified during the call. Next steps do NOT sync to Salesforce. They are visible in Quo only.
**Next steps are not automatically synced to Salesforce.** To capture them in Salesforce, copy them manually from the Quo call summary into the Salesforce activity notes.
## Setting up Salesforce integration
### Connection process
**To connect Quo to Salesforce:**
1. Open Quo web or desktop app
2. Navigate to **Settings** → **Integrations**
3. Select **Salesforce** and click **Connect to Salesforce**
4. Log into your Salesforce account
5. Authorize the connection
6. Configure logging preferences
![Salesforce integration connection interface]()
### Configuration options
**Activity logging settings:**
* Choose to log calls for all numbers or specific inboxes
* Enable/disable message logging
* Configure call recording and summary sync
* Set up Sona integration if applicable
![Salesforce integration configuration settings]()
## Features and capabilities
### Call recordings and summaries
**Enhanced logging:**
* Call recording URLs included in activities
* Recording duration tracked
* AI-generated call summaries synced
* Complete conversation context preserved
### Lead and opportunity management
**Sales workflow integration:**
* New leads automatically tracked
* Call history attached to opportunities
* Contact interaction timeline maintained
* Sales activity reporting enhanced
### Team collaboration
**Shared visibility:**
* All team calls logged consistently
* Contact interaction history shared
* Activity attribution by team member
* Comprehensive communication audit trail
## Best practices
### Setup optimization
**Effective configuration:**
* Enable logging for sales and support numbers
* Configure appropriate Salesforce permissions
* Train team on integrated workflow
* Regular review of logged activities
### Data management
**Maintaining quality:**
* Keep Salesforce contact information current
* Ensure phone number matching accuracy
* Regular cleanup of duplicate records
* Monitor integration performance
### Workflow integration
**Daily usage:**
* Use Salesforce for lead planning and research
* Leverage Quo for communication execution
* Review call summaries for follow-up planning
* Coordinate with other Salesforce automation
## Troubleshooting
### Common setup issues
**API access problems:**
* Verify Salesforce edition includes API access
* Check admin permissions in both platforms
* Confirm integration is properly authorized
* Test with sample calls and messages
### Data sync issues
**Contact matching:**
* Ensure phone numbers match exactly in Salesforce
* Check for duplicate contact records
* Verify contact permissions and visibility
* Review field mapping configuration
### Performance optimization
**Maintaining efficiency:**
* Monitor API usage limits
* Regular review of logged activities
* Cleanup of unnecessary logged items
* Optimization of logging preferences
***
## FAQs
Not yet. You make calls from the Quo app, and those calls are automatically logged in Salesforce.
Quo logs the activity to all matching Lead and Contact records- there is no deduplication. The only exception is converted Leads (IsConverted: true), which are excluded.
No. Quo's Salesforce integration does not use Open CTI. The integration works via contact sync, call logging, and activity tracking, not embedded telephony controls. The Salesforce Open CTI retirement in 2028 will not affect this integration.
Not currently.
Quo matches each user's email to a Salesforce User's email to attribute activity correctly.
**If no match is found**, Salesforce defaults the Task owner to the OAuth user — the person who connected the integration.
To fix this, make sure every active Quo user's email matches an active Salesforce User's email in both platforms. If you're unsure who to update, check with your Salesforce admin.
Activities appear on any Salesforce record that Salesforce associates them with, including **Leads** and **Opportunities**.
**Quo explicitly sets links to Contacts, Leads, and Opportunities only.** Any other associations are handled by Salesforce based on your own configuration.
No. Only the call summary syncs to Salesforce. Next steps are visible in Quo only. To include them in Salesforce, copy them manually from the Quo call detail into the activity notes.
***
**Need help?** [Submit a support request](https://support.quo.com/help/submit-a-request) and we'll jump in.
# Slack
Source: https://support.quo.com/core-concepts/integrations/slack
Send Quo, formerly OpenPhone, notifications directly to Slack channels for team communication and collaboration
## Overview
Quo's Slack integration sends real-time notifications to your chosen Slack channels whenever your Quo numbers receive calls, messages, or voicemail. Keep your team informed and enable quick responses to customer communications.
Only Admins and Owners can configure Slack integrations for phone numbers.
## Setting up Slack integration
### Connection process
**To connect Quo to Slack:**
1. Navigate to **Settings** → **Phone Numbers**
2. Select the phone number to integrate
3. Click the **Integrations** tab
4. Click **Connect to your Slack**
5. Authorize Quo in your Slack workspace
6. Choose target Slack channel
7. Configure notification preferences
![Selecting phone number for Slack integration]()
### Authorization and setup
**Slack workspace permissions:**
* Grant Quo permission to post messages
* Select specific channel for notifications
* Configure which team members can see notifications
* Set up appropriate channel permissions
![Slack integration setup interface]()
### Notification configuration
**Available event types:**
* **Text messages**: Real-time message notifications
* **Missed calls**: Alerts for unanswered calls
* **Voicemail**: New voicemail notifications
**Customization options:**
* Toggle specific event types on/off
* Choose different channels for different events
* Configure notification timing and frequency
## Slack notification format
### How notifications appear
**Notification content includes:**
* Event type (call, message, voicemail)
* Sender/caller information
* Message content or call details
* Timestamp
* Quick action buttons
![Quo notifications in Slack channel]()
### Message formatting
**Text message notifications:**
* Complete message content
* Sender identification
* Quo number that received message
* Thread organization for conversations
**Call notifications:**
* Caller identification
* Call duration (if answered)
* Miss call indicators
* Voicemail status
**Voicemail notifications:**
* Caller information
* Voicemail duration
* Transcription (when available)
* Direct playback options
## Managing Slack integration
### Updating settings
**To modify Slack notifications:**
* Return to phone number integration settings
* Adjust event types and channels
* Change notification frequency
* Update channel permissions
### Best practices
**Effective Slack integration:**
* Use dedicated channels for Quo notifications
* Configure appropriate team access
* Set notification preferences to avoid channel noise
* Use threading for related conversations
**Channel organization:**
* Create separate channels for different phone numbers
* Use descriptive channel names
* Set appropriate channel purposes
* Configure channel notification levels
### Troubleshooting
**Common setup issues:**
* Verify Slack workspace permissions
* Check channel access for Quo app
* Confirm notification settings are enabled
* Test with sample notifications
**Performance optimization:**
* Monitor channel message volume
* Adjust notification types based on team needs
* Use Slack's notification settings
* Regular review of integration effectiveness
# Webhooks
Source: https://support.quo.com/core-concepts/integrations/webhooks
Send real-time notifications of Quo, formerly OpenPhone, events to your applications with secure, customizable webhooks
## Overview
Webhooks provide real-time notifications when events occur in your Quo workspace, enabling powerful integrations and automated workflows. Configure webhooks to send event data to your applications instantly when calls complete, messages arrive, or contacts change.
## How webhooks work
**Event-driven notifications:**
Webhooks deliver instant notifications when specific events occur in your Quo workspace. When an event triggers, Quo sends an HTTP POST request to your specified URL with detailed event data.
**Typical workflow:**
1. Configure webhook URL and select event types
2. Quo monitors for specified events
3. When event occurs, Quo sends POST request with event payload
4. Your application processes the event data and responds
5. Quo logs the delivery status and retries if needed
Webhook configuration requires workspace Owner or Admin permissions. Settings are managed through web and desktop apps only.
**Webhook configuration interface:**
![Webhook creation form in Quo settings]()
## Available webhook events
### Messaging events
**Text message notifications:**
* **`message.received`**: Text message received by workspace phone number (includes media attachments)
* **`message.delivered`**: Text message sent from workspace and successfully delivered (includes media)
**AI-powered insights:**
* **`call.summary.completed`**: AI-generated call summary available in event payload
* **`call.transcript.completed`**: Complete call transcript available in event payload
### Voice events
**Call status notifications:**
* **`call.ringing`**: Incoming call being received by workspace phone number
* **`call.completed`**: Call finished (answered or unanswered, may include voicemail)
* **`call.recording.completed`**: Call recording available at provided URL
### Contact events
**Contact management:**
* **`contact.updated`**: Contact created or modified in workspace
* **`contact.deleted`**: Contact removed from workspace
## Setting up webhooks
### Configuration requirements
**Required parameters:**
| Parameter | Requirement | Description |
| --------------- | ----------- | --------------------------------------------------------------------------- |
| **URL** | Required | Webhook handler endpoint (HTTPS strongly recommended for production) |
| **Event types** | Required | Select one or more event types to monitor |
| **Resources** | Required | Choose phone numbers (calls/messages) or users/groups (contacts) to monitor |
**Optional parameters:**
| Parameter | Description |
| --------- | ---------------------------------------------------------- |
| **Label** | Descriptive name for webhook identification and management |
### Setup process
**To create a webhook:**
1. Navigate to **Settings** → **Webhooks** in Quo
2. Click **Create webhook**
3. Enter your webhook handler URL
4. Select event types to monitor
5. Choose phone numbers or contact resources
6. Add optional label for identification
7. Save and test configuration
## Building webhook handlers
### Handler requirements
**Technical specifications:**
* Accept HTTP POST requests at your webhook URL
* Process JSON event payload in request body
* Respond with 2xx HTTP status code within 10 seconds
* Verify webhook signature for security
* Handle retries and failures gracefully
**Response handling:**
* **Success**: Return 2xx status code (no response body required)
* **Failure**: Non-2xx response triggers Quo retry sequence
* **Timeout**: No response within 10 seconds initiates retries
**Development flexibility:**
Webhook handlers can be built in any programming language that supports HTTP requests and responses. Deploy to cloud platforms, servers, or serverless functions.
### Security and authentication
**Webhook signature verification:**
All webhook calls include cryptographic signatures to verify authenticity and prevent spoofing attacks.
**Signature header format:**
```
'openphone-signature': 'hmac;1;1639710054089;mw1K4fvh5m9XzsGon4C5N3KvL0bkmPZSAy
b/9Vms2Qo='
```
**Signature structure:**
```
;;;
```
| Component | Description | Current Value |
| ------------- | ----------------------------- | -------------- |
| **scheme** | Signature algorithm | Always "hmac" |
| **version** | Signature version | Always "1" |
| **timestamp** | Signature generation time | Unix timestamp |
| **signature** | Base64 encoded HMAC signature | SHA256 digest |
### Signature verification process
**Verification steps:**
1. **Extract components** from `openphone-signature` header
2. **Prepare signed data** by concatenating `timestamp + "." + payload`
3. **Decode signing key** from base64 (available in webhook details)
4. **Compute HMAC-SHA256** using decoded key and signed data
5. **Compare result** with signature from header
**Important requirements:**
* Remove all whitespace and newlines from JSON payload before concatenation
* Use binary form of base64-decoded signing key for HMAC computation
* Ensure exact string matching for verification success
**Getting your signing key:**
1. Go to webhook details page in Quo
2. Click ellipses (⋯) at top right
3. Select "Reveal signing secret"
4. Copy base64-encoded key for your application
### Implementation examples
**Node.js webhook handler:**
```javascript theme={null}
const express = require("express")
const bodyParser = require('body-parser')
const crypto = require('node:crypto');
const app = express()
const port = 8000
app.use(bodyParser.json())
app.post("/", function (req, res) {
// signingKey is from "Reveal Signing Secret" in the Quo app.
const signingKey = 'R2ZLM2o0bFhBNVpyUnU2NG9mYXQ1MHNyR3pvSUhIVVg='
// Parse the fields from the openphone-signature header.
const signature = req.headers['openphone-signature']
const fields = signature.split(';')
const timestamp = fields[2]
const providedDigest = fields[3]
// Compute the data covered by the signature.
const signedData = timestamp + '.' + JSON.stringify(req.body)
// Convert the base64-encoded signing key to binary.
const signingKeyBinary = Buffer.from(signingKey, 'base64').toString('binary')
// Compute the SHA256 HMAC digest.
const computedDigest = crypto.createHmac('sha256',signingKeyBinary)
.update(Buffer.from(signedData,'utf8'))
.digest('base64')
// Verify signature matches
if (providedDigest === computedDigest) {
console.log(`signature verification succeeded`)
// Process webhook event here
} else {
console.log(`signature verification failed`)
return res.status(401).send('Unauthorized')
}
res.send({})
});
app.listen(port, function () {
console.log(`webhook server listening on port ${port}`)
})
```
**Python webhook handler:**
```python theme={null}
import base64
import hmac
from flask import Flask, request, jsonify
app = Flask(__name__)
@app.route('/', methods=['POST'])
def handle_webhook_call():
# signingKey is from "Reveal Signing Secret" in the Quo app.
signing_key = 'R2ZLM2o0bFhBNVpyUnU2NG9mYXQ1MHNyR3pvSUhIVVg='
# Parse the fields from the openphone-signature header.
signature = request.headers['openphone-signature']
fields = signature.split(';')
timestamp = fields[2]
provided_digest = fields[3]
# Compute the data covered by the signature as bytes.
signed_data_bytes = b''.join([timestamp.encode(), b'.', request.data])
# Convert the base64-encoded signing key to bytes.
signing_key_bytes = base64.b64decode(signing_key)
# Compute the SHA256 HMAC digest.
hmac_object = hmac.new(signing_key_bytes, signed_data_bytes, 'sha256')
computed_digest = base64.b64encode(hmac_object.digest()).decode()
# Verify signature matches
if provided_digest == computed_digest:
print('signature verification succeeded')
# Process webhook event here
else:
print('signature verification failed')
return jsonify({'error': 'Unauthorized'}), 401
return jsonify({})
if __name__ == '__main__':
app.run(host='0.0.0.0', port=8000, debug=True)
```
Future versions may include multiple signatures separated by commas. Split the header value on commas to handle multiple signatures if needed.
### Security best practices
**Replay attack protection:**
Implement timestamp validation to prevent replay attacks:
* Compare signature timestamp with current time
* Reject requests with timestamps outside acceptable tolerance (e.g., 5 minutes)
* Each webhook call generates unique timestamp and signature
* Retries automatically include new timestamps
**Additional security measures:**
* Always use HTTPS URLs for production webhooks
* Store signing keys securely (environment variables, secret management)
* Implement proper error handling and logging
* Consider rate limiting for webhook endpoints
## Error handling and retries
### Automatic retry system
**Retry behavior:**
* **Trigger conditions**: Non-2xx response codes or 10-second timeout
* **Backoff strategy**: Exponential backoff with increasing delays
* **Retry duration**: Up to 3 days of retry attempts
* **Final failure**: Email notification sent to webhook creator
**Retry timeline:**
* Initial retries happen quickly for minimal delay
* Delays increase exponentially with each attempt
* Prioritizes delivery close to original event time
* Automatic status tracking throughout process
### Manual retry options
**Webhook management:**
* View delivery status in Quo webhook details
* Manually retry failed webhook calls anytime
* Failed webhooks marked with 'failure' status
* Successful manual retries update status to 'success'
### Failure notifications
**When retries exhaust:**
* Email alert sent to webhook creator
* Webhook call marked as permanently failed
* Event details preserved for manual review
* Option to retry manually when issues resolved
## Testing and validation
### Development testing
**Local testing options:**
* **HTTP clients**: Use cURL, Postman, or Insomnia to send test POST requests
* **Local URLs**: Test against localhost during development
* **Mock payloads**: Create sample event JSON matching Quo format
* **Signature testing**: Verify HMAC validation logic with test keys
### Quo test features
**Built-in test request:**
1. Navigate to webhook details page in Quo
2. Click ellipses (⋯) at top right
3. Select "Send Test Request"
4. Quo sends sample event to your webhook URL
5. Verify signature verification and response handling
Test requests require publicly accessible webhook URLs. Local development URLs won't work with Quo's test feature.
### Live event testing
**Real event triggers:**
* Configure webhook for specific event type (e.g., `message.received`)
* Select your Quo number in webhook resources
* Trigger actual event (send text to your number)
* Monitor webhook delivery and processing
* Verify complete end-to-end functionality
**Testing checklist:**
* \[ ] Webhook receives POST requests correctly
* \[ ] Signature verification works
* \[ ] Event payload parsing succeeds
* \[ ] Application logic processes events properly
* \[ ] Error responses trigger retries
* \[ ] Success responses stop retry sequence
## Troubleshooting
### Common issues and solutions
**Configuration problems:**
* **Verify webhook URL** is correct and accessible
* **Check webhook status** is enabled in settings
* **Confirm event types** are properly selected
* **Validate resources** (phone numbers/users/groups) are correct
**Response issues:**
* **HTTP status codes**: Ensure 2xx responses for successful processing
* **Response timing**: Return responses within 10-second timeout
* **Error handling**: Implement proper error responses for debugging
**Security verification:**
* **Signature validation**: Verify HMAC signature computation
* **Key format**: Ensure signing key is properly base64 decoded
* **Timestamp handling**: Check timestamp extraction and concatenation
### Debugging tools
**Event monitoring:**
* **Events log**: View delivery history in webhook details page
* **Status tracking**: Monitor success/failure rates
* **Retry attempts**: Review automatic retry sequences
* **Manual testing**: Use "Send Test Request" for immediate validation
**Performance optimization:**
* **Response time**: Keep processing under 10 seconds
* **Error rates**: Minimize failures to reduce retry overhead
* **Logging**: Implement comprehensive request/response logging
* **Monitoring**: Set up alerts for webhook delivery failures
## Event payload examples
### Message events
**`message.received` payload:**
```json theme={null}
{
"id": "EVc67ec998b35c41d388af50799aeeba3e",
"object": "event",
"apiVersion": "v2",
"createdAt": "2022-01-23T16:55:52.557Z",
"type": "message.received",
"data": {
"object": {
"id": "AC24a8b8321c4f4cf2be110f4250793d51",
"object": "message",
"from": "+14155550100",
"to": "+13105550199",
"direction": "incoming",
"body": "Hello",
"media": [
{
"url": "https://storage.googleapis.com/opstatics-dev/6c908000ada94d9fb206649ecb8cc928",
"type": "image/jpeg"
}
],
"status": "received",
"createdAt": "2022-01-23T16:55:52.420Z",
"userId": "USu5AsEHuQ",
"phoneNumberId": "PNtoDbDhuz",
"conversationId": "CN78ba0373683c48fd8fd96bc836c51f79"
}
}
}
```
**`message.delivered` payload:**
```json theme={null}
{
"id": "EVdefd85c2c3b740429cf28ade5b69bcba",
"object": "event",
"apiVersion": "v2",
"createdAt": "2022-01-23T17:05:56.220Z",
"type": "message.delivered",
"data": {
"object": {
"id": "ACcdcc2668c4134c3cbfdacb9e273cac6f",
"object": "message",
"from": "+13105550199",
"to": "+14155550100",
"direction": "outgoing",
"body": "Have a nice day",
"media": [
{
"url": "https://opstatics-dev.s3.amazonaws.com/i/ab6084db-5259-42c0-93c1-e17fb2628567.jpeg",
"type": "image/jpeg"
}
],
"status": "delivered",
"createdAt": "2022-01-23T17:05:45.195Z",
"userId": "USu5AsEHuQ",
"phoneNumberId": "PNtoDbDhuz",
"conversationId": "CN78ba0373683c48fd8fd96bc836c51f79"
}
}
}
```
### Call events
**`call.ringing` payload:**
```json theme={null}
{
"id": "EV95c3708f9112412a834cc8d415470cd8",
"object": "event",
"apiVersion": "v2",
"createdAt": "2022-01-23T17:07:51.454Z",
"type": "call.ringing",
"data": {
"object": {
"id": "ACbaee66e137f0467dbed5ad4bc8d60800",
"object": "call",
"from": "+14155550100",
"to": "+13105550199",
"direction": "incoming",
"media": [],
"voicemail": null,
"status": "ringing",
"createdAt": "2022-01-23T17:07:51.116Z",
"answeredAt": null,
"completedAt": null,
"userId": "USu5AsEHuQ",
"phoneNumberId": "PNtoDbDhuz",
"conversationId": "CN78ba0373683c48fd8fd96bc836c51f79"
}
}
}
```
**`call.completed` (incoming with voicemail):**
```json theme={null}
{
"id": "EVd39d3c8d6f244d21a9131de4fc9350d0",
"object": "event",
"apiVersion": "v2",
"createdAt": "2022-01-24T19:22:25.427Z",
"type": "call.completed",
"data": {
"object": {
"id": "ACa29ee906a4e04312a6928427b1c21721",
"object": "call",
"from": "+14145550100",
"to": "+13105550199",
"direction": "incoming",
"media": [],
"voicemail": {
"url": "https://m.openph.one/static/85ad4740be6048e4a80efb268d347482.mp3",
"type": "audio/mpeg",
"duration": 7
},
"status": "completed",
"createdAt": "2022-01-24T19:21:59.545Z",
"answeredAt": null,
"completedAt": "2022-01-24T19:22:19.000Z",
"userId": "USu5AsEHuQ",
"phoneNumberId": "PNtoDbDhuz",
"conversationId": "CN78ba0373683c48fd8fd96bc836c51f79"
}
}
}
```
**`call.completed` (outgoing answered call):**
```json theme={null}
{
"id": "EV348de11e4b134fa48017ac45a251dd3e",
"object": "event",
"apiVersion": "v2",
"createdAt": "2022-01-24T19:28:45.370Z",
"type": "call.completed",
"data": {
"object": {
"id": "AC7ab6f57e62924294925d0ea961de7dc5",
"object": "call",
"from": "+13105550199",
"to": "+14155550100",
"direction": "outgoing",
"media": [],
"voicemail": null,
"status": "completed",
"createdAt": "2022-01-24T19:28:33.892Z",
"answeredAt": "2022-01-24T19:28:42.000Z",
"completedAt": "2022-01-24T19:28:45.000Z",
"userId": "USu5AsEHuQ",
"phoneNumberId": "PNtoDbDhuz",
"conversationId": "CN78ba0373683c48fd8fd96bc836c51f79"
}
}
}
```
**`call.recording.completed` payload:**
```json theme={null}
{
"id": "EVda6e196255814311aaac1983005fa2d9",
"object": "event",
"apiVersion": "v2",
"createdAt": "2022-01-24T19:30:55.400Z",
"type": "call.recording.completed",
"data": {
"object": {
"id": "AC0d3b9011efa041d78c864019ad9e948c",
"object": "call",
"from": "+14155550100",
"to": "+13105550199",
"direction": "incoming",
"media": [
{
"url": "https://storage.googleapis.com/opstatics-dev/b5f839bc72a24b33a7fc032f78777146.mp3",
"type": "audio/mpeg",
"duration": 7
}
],
"voicemail": null,
"status": "completed",
"createdAt": "2022-01-24T19:30:34.675Z",
"answeredAt": "2022-01-24T19:30:38.000Z",
"completedAt": "2022-01-24T19:30:48.000Z",
"userId": "USu5AsEHuQ",
"phoneNumberId": "PNtoDbDhuz",
"conversationId": "CN78ba0373683c48fd8fd96bc836c51f79"
}
}
}
```
### Contact events
**`contact.updated` and `contact.deleted` payload:**
```json theme={null}
{
"id": "EVe844e47e9fa4494d9acfa1144839ed94",
"object": "event",
"createdAt": "2022-01-24T19:44:09.579Z",
"apiVersion": "v2",
"type": "contact.updated",
"data": {
"object": {
"id": "CT61eeff33f3b14cfe6358cb52",
"object": "contact",
"firstName": "Jane",
"lastName": "Smith",
"company": "Comp Inc",
"role": "Agent",
"pictureUrl": null,
"fields": [
{
"name": "Phone",
"type": "phone-number",
"value": "+14155551212"
},
{
"name": "Email",
"type": "email",
"value": null
},
{
"name": "Prop1",
"type": "string",
"value": "Value12"
}
],
"notes": [
{
"text": "@USu5AsEHuQ mynote 😂",
"enrichment": {
"taggedIds": {
"groupIds": [],
"userIds": [
"USu5AsEHuQ"
],
"orgIds": []
},
"tokens": {
"USu5AsEHuQ": {
"token": "USu5AsEHuQ",
"replacement": "Tom Smith",
"type": "mention",
"locations": [
{
"startIndex": 1,
"endIndex": 11
}
]
}
}
},
"createdAt": "2022-01-24T19:35:38.323Z",
"updatedAt": "2022-01-24T19:35:38.323Z",
"userId": "USu5AsEHuQ"
}
],
"sharedWith": [
"USu5AsEHuQ"
],
"createdAt": "2022-01-24T19:35:38.318Z",
"updatedAt": "2022-01-24T19:44:09.565Z",
"userId": "USu5AsEHuQ"
}
}
}
```
### AI analysis events
**`call.summary.completed` payload:**
```json theme={null}
{
"id": "EVc86d16fed5314cf6bd7bf13f11c65fd2",
"object": "event",
"apiVersion": "v3",
"createdAt": "2024-09-05T15:30:24.213Z",
"type": "call.summary.completed",
"data": {
"object": {
"object": "callSummary",
"callId": "AC641569d25e0a4489ad807409d9bee3fd",
"status": "completed",
"summary": [
"this is your call summary."
],
"nextSteps": [
"these are your next steps."
]
}
}
}
```
**`call.transcript.completed` payload:**
```json theme={null}
{
"id": "EV67e3564088bf4badb6593cd7db8f2832",
"object": "event",
"apiVersion": "v3",
"createdAt": "2024-09-05T15:30:18.629Z",
"type": "call.transcript.completed",
"data": {
"object": {
"object": "callTranscript",
"callId": "AC741569d25e0a4489ad804709d9bee3fc",
"createdAt": "2024-09-05T15:30:18.198Z",
"dialogue": [
{
"end": 73.57498,
"start": 0.03998,
"userId": "UStpTEr9a6",
"content": "hello world",
"identifier": "+12345678901"
},
{
"end": 1.52,
"start": 1.12,
"userId": "USiAYGldYE",
"content": "hi there",
"identifier": "+19876543210"
}
],
"duration": 87.614685,
"status": "completed"
}
}
}
```
## Additional resources
**Need help?** Submit a support request at [support.quo.com](https://support.quo.com/help/submit-a-request) for technical assistance with webhook implementation.
# Zapier
Source: https://support.quo.com/core-concepts/integrations/zapier/index
Connect Quo, formerly OpenPhone, with 8,000+ applications through automated workflows and intelligent triggers
## Overview
Quo's Zapier integration connects your business phone system with 8,000+ applications, enabling powerful automation workflows that save time and reduce manual work. Create sophisticated triggers and actions to streamline your communication processes.
Zapier integration is included with all Quo plans. Message sending via Zapier uses pay-per-use API pricing starting February 2025.
## Understanding Zapier automation
**What is Zapier?** [Zapier](https://zapier.com/apps/openphone/integrations) is a no-code automation platform that connects applications and automates workflows between them. Instead of manually transferring data between tools, Zapier handles these tasks automatically.
**How Zaps work:** Every Zapier workflow (called a "Zap") consists of two main components:
* **Trigger**: An event that starts the automation (e.g., new Quo call)
* **Action**: What happens when triggered (e.g., create CRM record)
**Integration possibilities:** With 8,000+ connected applications, you can create unlimited automation combinations to streamline your business processes and eliminate repetitive tasks.
## Setting up Zapier integration
### Prerequisites
**Requirements:**
* Active Zapier account ([create account](https://zapier.com/sign-up/))
* Quo workspace Owner or Admin permissions
* Active Quo account with chosen plan
### Connection process
Zapier uses the [Quo API](https://www.quo.com/docs/mdx/api-reference/authentication) for certain triggers and actions, which is why an API key may be required during setup.
You'll need your [Quo API key](https://www.quo.com/docs/mdx/api-reference/authentication) in order to use some of the new triggers. To add it to an existing Zap, simply click "Reconnect" next to Quo in the Zapier interface.
**To connect Quo to Zapier:**
1. **Access Zapier**: Log in to [Zapier dashboard](https://zapier.com/app/login)
2. **Add connection**: Click "App Connections" and "Add connection"
![CleanShot 2025-11-12 at 23.57.36@2x.png]()
4. **Search Quo**: Find "Quo" in app directory
![CleanShot 2025-11-13 at 00.00.08@2x.png]()
5. **Add Quo API key**: Generate your Quo API key [here](https://my.quo.com/settings/api) and paste it before continuing to authenticate
![CleanShot 2025-11-13 at 00.00.52@2x.png]()
5. **Authenticate**: Enter Quo credentials to authorize connection
![CleanShot 2025-11-13 at 00.06.13@2x.png]()
6. **Start automating**: Quo now available as trigger and action in Zaps
![CleanShot 2025-11-13 at 00.07.08@2x.png]()
## Available triggers and actions
You'll need to add your [Quo API key](https://www.quo.com/docs/mdx/api-reference/authentication) to the Quo app connection in Zapier in order to use the triggers and actions marked with an asterix.
### Trigger events
* **Incoming message received**: Activates when Quo receives a text message
* **Outgoing message delivered**: Activates when sent message is successfully delivered
* **Incoming call completed**: Activates when incoming call ends (includes voicemail data if applicable)
* **Outgoing call completed**: Activates when outgoing call ends
* **Call recording completed**: Activates when call recording is generated and available
* **Call summary completed**: Activates when AI call summary is generated
* **Call transcript completed**: Activates when call transcription is processed
* **List phone numbers**: Retrieve phone numbers and users associated with your workspace
### Action capabilities
* **Create or update contact**: Add new contacts or modify existing contact information
* **Send a message**: Send SMS messages through Quo to any contact
* \*\* List calls\*\*: Retrieve call history with filtering options
* **Get recordings for a call**: Access call recording files
* **Get a summary for a call**: Retrieve AI-generated call summaries
* **Get a transcription for a call**: Access call transcription text
* **List conversations**: Browse conversation threads
* **List messages**: Retrieve message history
* **Get a message by ID**: Fetch specific message details
* **List phone numbers**: Access account phone number inventory
### Data handling
**Available data fields:**
* Call duration and timestamps
* Voicemail recordings and transcriptions
* Message content and media attachments
* Contact information and phone numbers
* Call status and completion details
## Common automation workflows
### Lead generation and follow-up
**Typeform to Quo automation:** When someone completes a survey, automatically add them to Quo contacts and send confirmation message:
![Typeform to Quo contact creation workflow]()
**Demo registration workflow:** Automatic messaging for demo registrations:
![Demo registration trigger setup]()
![Automatic message sending for demo registration]()
**Calendly booking confirmations:** Send automatic confirmation messages when appointments are scheduled:
![Calendly booking to Quo message workflow]()
### Additional workflow ideas
**Customer service:**
* Create support tickets from missed calls
* Log call summaries to help desk systems
* Send follow-up surveys after support calls
**Sales automation:**
* Add new leads to CRM from incoming calls
* Update deal stages based on call outcomes
* Schedule follow-up tasks from call recordings
**Marketing integration:**
* Add contacts to email marketing lists
* Track campaign responses through messages
* Segment contacts based on call interactions
## Pricing and billing
### Message pricing (Effective February 1, 2025)
**Pay-per-use model:** Quo charges for outgoing messages sent through Zapier using a segment-based pricing structure.
**Message segmentation:** Messages are divided into segments based on character count:
* **Standard messages**: Up to 160 characters per segment
* **Special characters**: Reduce capacity to 70 characters per segment
* **Multiple segments**: Longer messages automatically split
**Segment calculation tool:** Use this [Segment Calculator](https://twiliodeved.github.io/message-segment-calculator/) to estimate costs before sending messages.
### Cost optimization strategies
**Character count management:**
* **Monitor length**: Keep messages under 160 characters when possible
* **Avoid special characters**: Characters like é, ñ, ß reduce segment capacity
* **Limit emojis**: Most emojis count as two characters
* **Remove line breaks**: Each line break uses one character
**Content optimization:**
* **Use URL shorteners**: Long URLs consume multiple segments
* **Common abbreviations**: Use widely understood shortcuts
* **Concise messaging**: Communicate efficiently without losing clarity
### Current messaging rates
**Domestic messaging:**
* **US and Canada SMS**: \$0.01 per segment
**International messaging:**
* **Base rate**: \$0.01 per segment
* **Destination charges**: Additional rates vary by country
* **Rate lookup**: Check [International Pricing Guide](https://www.quo.com/rates) for specific countries
### Credit-based billing system
**How it works:**
1. **Add credits**: Purchase credits under "Plans & Billing" in Quo
2. **Automatic deduction**: Credits used when Zapier sends messages
3. **Insufficient funds**: Messages fail if credit balance is too low
4. **Auto-recharge**: Enable automatic credit top-ups to prevent interruptions
Partial credits cannot be used. Messages require sufficient credit balance for full segment cost or they will fail to send.
**Credit management:**
* Monitor usage in Quo billing dashboard
* Set up auto-recharge to maintain service continuity
* Review segment usage to optimize costs
* Track international vs domestic message ratios
## Best practices
### Workflow design
**Effective automation:**
* Start with simple trigger-action pairs
* Test thoroughly before activating Zaps
* Use filters to prevent unnecessary triggers
* Monitor Zap performance and error rates
### Message optimization
**Cost-effective messaging:**
* Design templates under 160 characters
* Use dynamic content strategically
* Implement message scheduling for optimal delivery
* Track delivery rates and optimize content
### Error handling
**Robust automation:**
* Set up error notifications for failed Zaps
* Include fallback actions for critical workflows
* Monitor credit balance regularly
* Test international messaging before deployment
## Getting started
**Ready to automate?** [Explore Quo Zapier integrations](https://zapier.com/apps/openphone/integrations) and start building your first automation workflow.
**Need assistance?** Submit a support request at [support.quo.com](https://support.quo.com/help/submit-a-request) for help with Zapier integration setup.
# How to use negative reviews to improve your customer satisfaction
Source: https://support.quo.com/core-concepts/integrations/zapier/negative-reviews-customer-satisfaction
Connect Quo with Zapier to automatically generate customer reviews and use feedback loops to improve satisfaction over time.
Customer feedback is invaluable – it helps you see how you’re doing and helps you build a better product or service. But it can be tricky to collect customer reviews and address feedback, especially when timing is everything.
In this article, we’ll show you how to easily gather customer reviews and tackle negative feedback automatically with Quo and Zapier.
## **Capture customer reviews automatically**
The best time to ask a customer for a review is as soon as you make the sale or complete a project – you’re still fresh in their mind.
But it’s easy to forget to ask for those reviews at the time. That’s where automation comes in.
With Zapier, you can set up workflows (called Zaps) to automatically send a review request after a specific milestone is [reached in your CRM](https://zapier.com/apps/hubspot/integrations/openphone/255595380/send-review-requests-via-openphone-for-newly-updated-hubspot-deal-stages). For example, you can use this Zap to ask for a Google review one day after you close a deal:
![Zapier Guide Automation Tree Pn]()
1. **Trigger:** Stage to closed won (sale completed)
2. **Action:** Only continue for certain filter criteria (ex: company size, if the customer is interested in sharing a review etc)
3. **Action:** Zapier Delay for XYZ Days
4. **Action:** Send a text message asking for feedback and Google Review
By automating the review request process, you ensure that every happy customer gets the nudge to share their experiences – without adding extra tasks to your plate.
## **Handle negative reviews with pre-written snippets and fast responses**
A negative review is never nice to receive, but it gives you a chance to show your commitment to improving your customer experience. With Quo (formerly OpenPhone), you can create a workflow to manually respond to low reviews, so you can address those concerns faster:
### **Create a snippet for quick responses**
Snippets are pre-written text templates that you can use to message contacts quickly. They save time and help to maintain a consistent tone across your team’s responses.
> **This is an example of a potential snippet for responding to negative reviews:**
>
> *Hi there, we’re sorry to hear about your recent experience with \[company/service]. We’d like to make it right. Could you please share more details? Thank you.*
Here’s how to set up snippets in Quo:
1. Open a conversation and type **/snippets** in the reply box.
2. Click on the **/snippets** button to add or create a snippet.
3. Select an existing snippet or create a new one for future use.
![Negative Review Snippets 1 Gi]()
### Schedule your message
Timing matters when reaching out to unhappy customers. Ideally, you should send the message immediately after receiving negative feedback to show you’re proactive.
But if it’s late at night or your customers work in a different time zone, you can use Quo’s scheduling feature to send the message at a more appropriate time.
To schedule a response:
1. Draft your text, then select the **Clock icon** instead of the send button.
2. Select a time to send the message.
![Scheduled Messages Example 2048x Pn]()
## Automate how you respond to negative reviews
Proactively addressing low reviews allows you to improve customer satisfaction by showing that you care about their experience and are willing to make things right.
With Zapier, you can trigger an automation to [monitor low reviews and automatically text customers](https://zapier.com/apps/more-good-reviews/integrations/openphone/255595378/send-messages-in-openphone-for-new-negative-reviews-in-more-good-reviews) to offer help and troubleshoot their issue.
Here’s how to set up this automation:
1. **Trigger:** Set the workflow to activate when a review is received (for example, in More Good Reviews).
2. **Filter:** Add a condition to continue only if the review is below a specific rating.
3. **Action:** Automatically send a follow-up text offering help and showing your commitment to fixing the issue.
![Zapier Automation Tree 2 Pn]()
Quo makes managing negative reviews less stressful. By using these workflows, you’ll not only gather more valuable customer feedback, but also transform low reviews into opportunities to improve customer satisfaction.
Looking for other ways to improve your customer service? Check out these related resources:
* [How to use call flows to improve your customer experience](https://www.quo.com/blog/call-flows-customer-experience/)
* [How to coach with call views](https://www.quo.com/blog/call-views-coaching/)
# How to send texts to multiple contacts with Google Sheets and Zapier
Source: https://support.quo.com/core-concepts/integrations/zapier/text-multiple-contacts-google-sheets-zapier
Learn how to use Google Sheets and Zapier to automate bulk texting in Quo without manual copy-paste work.
Want to send texts to multiple contacts using Quo? By connecting Quo and Google Sheets with Zapier, you can easily create an automated text workflow for your business.
Before getting started on bulk texting, ensure each contact opted into receiving texts either through a digital form or a physical document. As this is a multi-step Zap, you’ll also need a [Pro or higher plan](https://zapier.com/pricing) with Zapier to be able to set up.
## **How to set up the Google spreadsheet**
1. Open this [Google Sheets](https://docs.google.com/spreadsheets/d/1Vd9b1qAzmulCFx8WmGkM4S6nQUPNJUKVb7zCuW0xDLg/edit?usp=sharing) file. Click **File** **> Make a copy**. Name the file and choose where you wish to have it stored in Google Drive.
![Text Multiple Recipients Google Pn]()
2. Add the specific contacts’ first names and phone numbers you wish to bulk text in Columns A and B.
3. Draft your text in the “Text Message” column of the Google Spreadsheet; each row represents a separate contact and their phone number so that message will need to be included in each desired row. To tweak the specific text message, you can click on the formula to the right of each phone number.
If you want the same message to go to multiple recipients, you can apply that change to every other message that would go out to other contacts by clicking the cell and copying. Then highlight the cells you want to contain that message also and paste.
![Highlight Cells Text Multiple Recipients Gi]()
Column D lets you check which specific contacts in a spreadsheet receive a message once the Zap is set up. Hold off checking that for now until you’ve set up the Zap.
## **How to set up the Zap**
1. If you haven’t already, [sign up for a Zapier account](https://zapier.com/sign-up).
2. [Open this link](https://zapier.com/apps/google-sheets/integrations/openphone/969427/send-messages-in-openphone-with-new-or-updated-spreadsheet-rows-in-google-sheets) to work from an existing Zap template; click “Try this template”.
3. Name your Zap anything you wish (for reference later in case you ever need to update your Zap) by clicking into the top section.
![Name Zap Pn]()
4. Click into “Trigger 1. New or Updated Spreadsheet Row in Google Sheets”.
5. Under “Choose app & event” you’ll need to choose a Google account and give Zapier permission access to it so they can use your Google Sheets file.
![Zapier Google Access Pn]()
6. You can then hit “Continue” in Zapier to specify which spreadsheet in your Google account you want to use for this Zap.
![Choose Google Sheet Pn]()
7. Below that you can specify the specific worksheet you wish Zapier to use. In this case, select “Template”
8. Click into “Trigger column” and choose “Send Message”.
![Trigger Zapier from Google Sheet]()
9. Click “Continue” to test the trigger.
10. Under Action for the filter. Select “Filter setup & testing”.
![Filter setup]()
Under “Only continue if”, click “Show all options” to view all options and select “Send message”.
![]()
Set the second drop down to “(Text)Exactly matches”. In the third field, enter “TRUE”. That way, anyone with a checkmark next to their message in your spreadsheet receives that text.
11. Click “Continue” to test this action.
12. Click into the Quo action to connect your Quo account to Zapier.
13. Specify which phone number in your Quo account you wish to send texts from. In the “To:” and “Message” fields, add the specific columns from your Google Sheet.
![]()
**Optional**: You can set Quo to automatically mark conversations as done after sending a message. To do so, in Zapier simply change the “Mark conversation setting as done” to “Yes”.
14. Then, turn on the Zap by clicking the toggle button in the upper corner right of the screen.
![]()
## **How to send a test text message**
To send a test text message to another number you have access to, do the following:
1. Go back to your new Google Sheet.
2. Add the phone number in Column B and a message to the right of the number in Column C.
3. Click the checkmark to send a text message to that number.
Once you click the checkmark next to any row, you won’t be able to use the same row again to send that recipient a new text message. Instead, you can add a new row in the spreadsheet with that contact’s information and your desired message. Then click the checkmark to that new row, to trigger the Zap and send the message.
# Zoho CRM
Source: https://support.quo.com/core-concepts/integrations/zoho-crm
Quo’s Zoho CRM integration allows you to connect Quo with your CRM. Learn how this integration works, how to set it up, and what your team can do once everything is connected.
## Overview
The Zoho CRM integration brings your CRM and phone system together so your team always has the most up-to-date customer context. Once connected, Quo will automatically sync your Zoho CRM contacts into Quo and log all calls, texts, voicemails, recordings, and AI-powered call summaries back to the correct Zoho CRM Contact.
This allows sales, success, and support teams to work directly from Zoho CRM with complete communication history without manual updates, or switching tools.
To enable the Zoho CRM integration, you'll need to be on the **Quo Business or Scale plan**. Only workspace **Owners and Admins** can set up the integration.
## How the integration works
### Contact syncing
Quo automatically imports and displays contact information from Zoho CRM when a call or text matches an existing Zoho CRM Contact’s phone number. The integration displays Zoho CRM contact information **during active conversations**.
**The contact must exist in Zoho CRM for syncing to work.**
* For Quo to sync and display Zoho CRM contact information, the contact you're communicating with must already exist as a contact in Zoho CRM with the same phone number on file.
* If a call or text comes in from a number that **does not match any existing Zoho CRM contact**, the integration won't be able to pull or display that contact's information.
**Imported fields:**
* First name
* Last name
* Phone
* Email address
* Link to Quo record
**If available:**
* Job title
* Company
***
### Limitations of contact syncing with Zoho CRM
* **One-way sync only:** Contact details flow from Zoho CRM to Quo, but not back from Quo to Zoho. That means that **contacts created in Quo will not sync back to Zoho CRM.**
* **Editing a contact Quo does not update Zoho CRM:** If you need to update names, numbers, or emails for a contact, make those changes directly in Zoho CRM.
* **Contact matching is phone-number based:** Quo displays Zoho CRM contact details only when the incoming or outgoing phone number matches a contact’s number in Zoho CRM. Company names, email addresses or job titles won’t be automatically matched if the contact is saved under different phone numbers in Quo or Zoho CRM.
### Quo activity syncing
Quo can automatically log communication activity to the correct Zoho CRM Contact, giving your team a unified timeline of every customer interaction.
**These include:**
* Incoming calls
* Outgoing calls
* Call recordings
* Call summaries and next steps
* Voicemail
* SMS messages
* Number-level control
You can choose which Quo phone numbers sync activity to Zoho CRM, giving teams flexibility in managing what data flows to the CRM.
**Messages are logged as Notes, and Calls are logged asActivities** to the corresponding Contact objects in Zoho.
***
## Who can access and set up the integration?
### Quo
Only the **Owner or Admin** with a [Business or Scale plan](https://support.quo.com/core-concepts/administration/billing/pricing#plan-comparison) can set up the integration. Once set up is complete, their full team will have access.
### Zoho CRM
From Zoho CRM, the compatible editions include Standard, Professional, Enterprise, CRM Plus, Zoho One, and Ultimate.
***
## How to set up the Zoho CRM integration
1. Open Quo [**web**](https://my.quo.com/signup) or desktop app, ensure that you're the workspace Owner or Admin.
2. Click **Settings**, select [**Integrations**](https://get.quo.com/integrations-zoho)
3. Select **Zoho CRM** and click the **Connect to Zoho CRM** button.
![Connect Zoho CRM to Quo]()
4. Zoho CRM will ask you to confirm the Zoho CRM account you want to connect to Quo.
![Choose number to sync with Zoho CRM]()
## How to disconnect the Zoho CRM integration
If you want to uninstall your Zoho CRM integration, there are two ways to do so:
1. In your Quo workspace, navigate to **Settings → Integrations → Zoho**, then click **Disconnect.**
2. In Zoho, to deactivate the Quo app navigate to your **Apps and integrations** and **uninstall**.
**While the integration is disconnected, Quo will not send any activity to Zoho CRM.** Activities generated during downtime cannot be synced retroactively, but will still be visible in Quo.
***
## FAQ
No, the integration works at the workspace level.
Once it’s enabled in your Quo workspace, it automatically applies to all phone numbers—no additional per-user setup is required.
Zoho CRM contacts only appear in Quo during active conversations (calls or texts). The integration does not import your entire contact database.
To sync and display contact details:
* The contact must already exist in Zoho CRM
* The phone number must match exactly
* There must be an active call or message with that contact
If contacts aren’t appearing, you can import them into Quo using a CSV file.
Quo logs activities to Zoho CRM using native objects:
* **Calls**: Logged as *call activities*
* **Texts (SMS)**: Logged as *notes*
After installing the integration (from either Quo or Zoho), it'll be fully connected and visible in **Quo → Settings → Integrations**.
However, it **may not appear under “Installed Apps” in Zoho CRM**.
![Quo integration not showing in Zoho CRM Installed Apps]()
Even if Quo is not listed in Zoho CRM, the integration is still active and functioning as expected.
Currently, Quo only syncs activity to the Contacts module.
***
## **Need Support?**
Submit a support request at [support.quo.com](http://support.quo.com) for help with the Zoho CRM integration setup.
# Chat with us
Source: https://support.quo.com/help/chat-with-us
How to talk to the Quo, formerly OpenPhone, team or use our AI chatbot
Need help or have a question? There are a few ways to chat with us — whether you want instant answers, live support, or to connect with our Sales team.
## 💬 Live chat (Scale and Business plans only)
If you're on the **Scale** or **Business** plan, you can chat with our team live every day of the week, Monday to Sunday, 7:00 AM–4:00 PM Pacific Time.
**From web or desktop:**
1. Log into your Quo workspace.
2. Click the `? Help and Support` button in the bottom-left corner.
![Open the Help and Support menu]()
3. Click **Chat with us** to start a live conversation.
![Start a live chat]()
**From mobile:**
1. Open the Quo app and go to `Settings`.
2. Tap **Chat with us**.
## 🧠 Use the support chatbot (available 24/7)
All Quo users — no matter your plan — can access our AI-powered chatbot, available in-app, day or night.
It’s the fastest way to:
* Get answers instantly
* Troubleshoot common issues
* Navigate features
Use the same steps as above (on web, desktop, or mobile) to open the chatbot when live chat isn’t available.
## 🔎 Ask our docs
Use the AI button at the top of this page to "chat" with our docs.
## 🤝 Talk to Sales
If you're considering Quo and want to:
* Evaluate it for your organization
* Request a demo
* Learn which plan is the best fit
Our Sales team is happy to help. Fill out a quick form [here](https://www.quo.com/sales) and we’ll be in touch.
# Submit a request
Source: https://support.quo.com/help/submit-a-request
Use the form below to submit a request to Quo support
Have a question? We can answer it.
Have an idea to make Quo better? You can use the same form to share feedback or request a feature.
We review every request — thanks for helping shape the future of Quo.
# Call quality troubleshooting
Source: https://support.quo.com/troubleshooting/call-quality-troubleshooting
Diagnose and resolve call quality issues including choppy audio, delays, echoes, and dropped calls
## Overview
Most Quo, formerly OpenPhone, calls deliver crystal clear audio, but connection or device issues can occasionally affect call quality. This comprehensive guide helps diagnose and resolve common audio problems to ensure optimal call experiences.
Call quality issues are often caused by network jitter, device settings, or hardware positioning. Most problems can be resolved with [simple troubleshooting steps](https://support.quo.com/core-concepts/calling/call-quality-metrics#quick-fixes-based-on-what-you%E2%80%99re-hearing).
## Common call quality issues
**Symptoms:**
* Audio "breaking up" or cutting out
* Robotic or distorted voice quality
* Intermittent sound drops
**Primary cause:** [Jitter](https://www.quo.com/blog/what-is-jitter/) in your internet connection affects audio data packets, causing packet loss and degraded audio quality.
**Quick fixes:**
1. Reset internet router and wait 60 seconds
2. Switch from WiFi to cellular data or vice versa
3. Close background applications consuming CPU resources
4. Try different device (mobile vs desktop)
5. Contact support if issue persists with one contact only
**Symptoms:**
* One party cannot hear the other
* Complete audio loss on one or both sides
* Intermittent audio dropouts
**Common causes:**
* Device permission settings
* Network connectivity issues
* Hardware configuration problems
**Quick fixes:**
1. Check permissions - verify microphone access enabled
2. Verify mute status - ensure neither party has mute activated
3. Check hold status - confirm call is not on hold
4. Follow network troubleshooting steps
5. Complete power cycle of device
**Symptoms:**
* Noticeable lag between speaking and hearing response
* Conversations feeling "out of sync"
* Long pauses before audio transmission
**Primary cause:** Network latency affecting real-time audio transmission, often related to connection quality or routing issues.
**Quick fixes:**
1. Reset router and test connection speed
2. Try alternative internet source
3. Stop background programs affecting performance
4. Test on different device type
5. Determine if issue is contact-specific
**Symptoms:**
* Hearing your own voice repeated back
* Delayed echo after speaking
* Feedback loops during conversation
**Common causes:**
* Speakerphone positioning
* Volume levels too high
* Microphone and speaker proximity
**Quick fixes:**
1. Disable speakerphone - use handset mode instead
2. Lower volume - reduce speaker output to prevent feedback
3. Uncover microphone - ensure bottom mic is not blocked (mobile)
4. Use headset - switch to dedicated headphones/microphone
5. Device restart - complete power cycle to reset audio settings
**Symptoms:**
* Audio too loud or too quiet
* Inconsistent volume levels
* Difficulty hearing clearly
**Common causes:**
* Device volume settings
* Hardware positioning
* Microphone sensitivity issues
**Quick fixes:**
1. Adjust device positioning - move closer/farther from microphone
2. Use headset - try dedicated audio equipment
3. Disable speakerphone - switch to handset for better control
4. Check volume settings - verify system and app volume levels
5. Device switching - test with different hardware
**Symptoms:**
* Crackling or static sounds
* Background interference
* Audio distortion or fuzziness
**Common causes:**
* Hardware positioning issues
* Environmental interference
* Connection quality problems
**Quick fixes:**
1. Hardware solutions - use headset, adjust device placement
2. Disable speakerphone - eliminate feedback and interference
3. Check microphone - ensure clean, unobstructed audio input
4. Network troubleshooting - address connection-related static
5. Device switching - try different hardware to isolate issue
**Symptoms:**
* Calls ending unexpectedly
* Abrupt disconnections
* Frequent call failures
**Common causes:**
* Network instability
* Software issues
* Device performance problems
**Quick fixes:**
1. Network stability - reset router and test connection consistency
2. Switch networks - try alternative internet source
3. Close applications - free up device resources
4. Device switching - test mobile vs desktop performance
5. Software reset - restart browser or app completely
## General troubleshooting steps
**Network optimization:**
* **Reset router**: Power cycle your WiFi router for 30 seconds
* **Switch networks**: Try cellular data if using WiFi, or vice versa
* **Check bandwidth**: Ensure adequate upload/download speeds for voice calls
* **Reduce network load**: Close bandwidth-intensive applications
**Connection stability:**
* **Wired connection**: Use Ethernet instead of WiFi when possible
* **Network quality**: Test internet speed and stability
* **QoS settings**: Configure Quality of Service for voice traffic priority
* **Router placement**: Ensure strong WiFi signal strength
**Performance improvements:**
* **Close background apps**: Stop CPU-intensive programs during calls
* **Restart device**: Power cycle completely to clear memory issues
* **Update software**: Ensure latest Quo app and OS versions
* **Switch devices**: Try desktop vs mobile to identify device-specific issues
**Hardware adjustments:**
* **Microphone positioning**: Keep microphone clear and at appropriate distance
* **Speaker placement**: Avoid blocking speakers or causing feedback
* **Headset usage**: Use dedicated headset for better audio isolation
* **Device placement**: Position device for optimal microphone pickup
Looking for hardware recommendations? Visit our blog,[ 10 Best VoIP Headsets for Professional Phone Calls](https://www.quo.com/blog/best-voip-headset/).
## Advanced troubleshooting
**Isolation testing:**
1. **Contact-specific**: Test with multiple contacts to identify patterns
2. **Device comparison**: Try same call on different devices
3. **Network testing**: Switch between WiFi and cellular
4. **Time-based**: Note if issues occur at specific times
5. **Environment**: Test in different physical locations
**Performance monitoring:**
* **Network speed**: Regular bandwidth and latency testing
* **Device performance**: Monitor CPU and memory usage during calls
* **Call quality**: Track audio quality across multiple calls
* **Pattern identification**: Document when issues occur most frequently
**What patterns mean:**
* Same contact always = Their connection/device issue
* Specific times = Network congestion
* One device only = Device-specific problem
* All scenarios = Account or service issue
**Audio equipment recommendations:**
* **Professional headsets**: Invest in quality audio equipment for regular use
* **USB microphones**: Consider dedicated microphones for desktop use
* **Audio interfaces**: Use professional audio equipment for consistent quality
* **Environmental control**: Minimize background noise and echo
**Device maintenance checklist:**
* **Regular updates**: Keep all software current
* **Storage management**: Maintain adequate free space (10% minimum)
* **Background cleanup**: Regularly close unnecessary applications
* **Hardware inspection**: Check for damaged speakers or microphones
**Recommended hardware:**
* Headsets: Jabra, Poly (Plantronics), Sennheiser business lines
* USB mics: Blue Yeti, Audio-Technica ATR2100x
* Avoid: Built-in laptop mics, cheap earbuds
* Best practice: Dedicated quiet space for calls
## When to contact support
**Essential details to document:**
* Your Quo phone number
* Three recent numbers experiencing issues
* Specific dates and times of problematic calls
* Device type and app version used
* Description of specific audio problems
* Screenshots of your [call quality metrics](https://support.quo.com/core-concepts/calling/call-quality-metrics) panel (if available)
**Additional helpful context:**
* Duration of issues (entire call vs intermittent)
* Network type used (WiFi vs cellular)
* Any error messages received
* Steps already attempted to resolve
**How to find your app version:**
* **iOS/Android**: Settings → About in Quo app
* **Web**: Click profile icon → About
* **Desktop**: Help menu → About Quo
**Contact support when:**
* Issues persist after trying all troubleshooting steps
* Problems occur with multiple contacts consistently
* Audio quality severely impacts business communications
* Device switching doesn't resolve issues
* Network optimization doesn't improve quality
**Support will need:**
* Specific examples (not just "calls are bad")
* Pattern details (time of day, specific contacts)
* Network environment details
* What you've already tried
* Business impact description
**Submit request at:** [support.quo.com](https://support.quo.com/help/submit-a-request)
## Prevention strategies
**Network maintenance schedule:**
* **Weekly**: Restart router and modem
* **Monthly**: Run speed tests and document results
* **Quarterly**: Update router firmware
* **Annually**: Review and upgrade internet plan if needed
**Device maintenance routine:**
* **Daily**: Close unnecessary apps before important calls
* **Weekly**: Restart devices to clear memory
* **Monthly**: Check for app and OS updates
* **As needed**: Clean microphones and speakers
**Environmental setup:**
* Designate quiet space for calls
* Use acoustic treatment if echo is common
* Position router centrally in workspace
* Test lighting and audio in video call areas
**Pre-call checklist:**
* ✓ Close bandwidth-heavy applications
* ✓ Check internet connection stability
* ✓ Use wired connection if available
* ✓ Test audio with quick test call
* ✓ Have backup device ready
**Equipment recommendations:**
* **Minimum**: Dedicated headset (not phone earbuds)
* **Better**: USB headset with noise cancellation
* **Best**: Professional headset with dedicated base
* **Network**: Business-grade router with QoS
**Quality monitoring tips:**
* Keep call quality log for patterns
* Note time of day for issues
* Document which contacts have problems
* Track improvements after changes
* Schedule regular quality reviews
## Additional resources
**Need assistance?** Submit a support request at [support.quo.com](https://support.quo.com/help/submit-a-request) with specific call details for personalized troubleshooting assistance.
# Connection issues
Source: https://support.quo.com/troubleshooting/connection-issues
Resolve connectivity problems affecting calls, notifications, and Quo, formerly OpenPhone, functionality
## Overview
Quo relies on stable internet connectivity for optimal performance. Connection issues can affect call quality, notification delivery, and overall app functionality. This guide helps diagnose and resolve common connectivity problems.
As a VoIP service, Quo requires reliable internet connection via WiFi or cellular data. Most connection issues can be resolved by optimizing network settings.
## Common connection problems
**Symptoms:**
* Receiving missed call notifications without hearing ring
* Calls going straight to voicemail
* No incoming call alerts
**Primary causes:**
* Caller hanging up before connection completes
* Network connectivity issues
* Quo configuration settings
* Push notification problems
**Quick diagnosis:**
1. Check if issue happens with all calls or specific callers
2. Verify Quo settings (Do Not Disturb, business hours)
3. Ensure push notifications are enabled
4. Test on different networks
5. Compare behavior across devices
**Symptoms:**
* "Call failed" error messages
* Calls not connecting to recipients
* Immediate disconnections when dialing
**Common causes:**
* Internet connection instability
* Destination number issues
* Network blocking or filtering
* Service configuration problems
**Quick fixes:**
1. Switch between WiFi and cellular data
2. Reset router and test connection
3. Check if specific numbers are affected
4. Verify account is active and in good standing
5. Try calling from different device
**Symptoms:**
* "Could not establish a connection" messages
* "Unable to establish media connection" errors
* App functionality failures
**Primary causes:**
* Network connection quality
* Firewall or VPN interference
* Router configuration issues
* Internet service provider problems
**Quick fixes:**
1. Temporarily disable VPN and test
2. Reset network equipment
3. Check firewall settings
4. Test from different location/network
5. Contact ISP about VoIP compatibility
## Network troubleshooting
**Quick network fixes:**
1. **Switch networks**: Try WiFi to cellular data or vice versa
2. **Router reset**: Power cycle router for 30 seconds
3. **Speed test**: Verify adequate bandwidth for voice calls
4. **Network stability**: Check for consistent connection quality
**Advanced network solutions:**
* **Wired connection**: Use Ethernet instead of WiFi when possible
* **QoS configuration**: Prioritize voice traffic on router settings
* **DNS changes**: Try alternative DNS servers (8.8.8.8, 1.1.1.1)
* **Bandwidth management**: Close bandwidth-intensive applications
**Common blocking issues:**
* **Corporate firewalls**: May block VoIP traffic
* **VPN interference**: Can affect call routing and quality
* **Antivirus blocking**: Security software may interfere with connections
* **Router security**: Overly restrictive settings blocking voice traffic
**Resolution steps:**
1. **Temporarily disable VPN** and test connectivity
2. **Whitelist Quo** in firewall settings
3. **Check antivirus settings** for VoIP blocking
4. **Configure router** to allow VoIP traffic
**Port requirements:**
* Voice traffic ports: 10,000 - 20,000 (UDP)
* Both inbound and outbound required
* Contact IT for corporate network configuration
## Device-specific troubleshooting
**Notification requirements:**
Push notifications are essential for receiving calls and ensuring proper Quo functionality.
**Setup steps:**
1. Look for blue alert bar: "Click to enable notifications and messages"
2. Click the bar to grant permission
3. Verify browser notification settings allow Quo
4. Check system notification preferences
![Quo notification permission request]()
**Browser-specific settings:**
* **Chrome**: Click lock icon → Set Notifications to "Allow"
* **Firefox**: Click shield icon → Allow notifications
* **Safari**: Safari → Preferences → Websites → Notifications → Allow Quo
**Setup steps:**
1. Open **Settings** app
2. Find **Quo** in apps list
3. Ensure **Notifications** are enabled
4. Verify **Allow Notifications** is turned on
5. Check **Do Not Disturb** settings in Control Center
**Additional iOS settings:**
* **Background App Refresh**: Settings → General → Background App Refresh → Enable for Quo
* **Lock Screen**: Allow notifications on lock screen
* **Notification Center**: Enable in notification center
* **Sounds**: Enable notification sounds
**Setup steps:**
1. Go to **Settings** (gear icon)
2. Select **Apps** or **Application Manager**
3. Find **Quo** in app list
4. Select **Notifications**
5. Ensure notifications are enabled
6. Check **Do Not Disturb** in Quick Settings
**Battery optimization (important):**
1. Settings → Battery → Battery Optimization
2. Find Quo in app list
3. Select "Don't optimize" or "Not optimized"
4. This prevents Android from limiting notifications
**Common on Windows 10/11 causing outbound call errors.**
**Windows 10 microphone setup:**
1. Open **Settings**
2. Click **System** → **Sound**
3. Under **Input**, click **Device properties**
4. Ensure microphone is set to **Enabled**
**Windows 11 microphone setup:**
1. Open **Settings**
2. Click **System** → **Sound**
3. Under **Input**, select your microphone
4. Under **General**, set **Audio** to **Allow**
**Audio driver troubleshooting:**
1. Open **Device Manager**
2. Expand **Audio inputs and outputs**
3. Right-click microphone → **Uninstall device**
4. Restart computer for automatic driver reinstall
5. If needed, download latest drivers from manufacturer
## Quo settings and account
**Business hours settings:**
* Calls outside business hours go to voicemail
* Check **Settings** → **Phone Numbers** → **Business Hours**
* Verify hours match your availability needs
* Adjust timezone settings if necessary
**Do Not Disturb status:**
* Disables incoming call notifications
* Check in Quo app settings
* Verify work schedule configuration
* Review phone number muting settings
If you're missing calls during work hours, business hours or Do Not Disturb settings are often the cause.
**Subscription verification:**
* Expired subscriptions prevent Quo functionality
* Check for banner notifications about billing issues
* Verify payment method and subscription status
* Update billing information if needed
**Phone number configuration:**
* Ensure numbers are properly activated
* Check for any service restrictions
* Verify number assignments to users
* Review call forwarding settings
An expired subscription will prevent all Quo functionality including calls and messages.
## Troubleshooting specific scenarios
**Diagnostic questions:**
1. **Frequency**: Does this happen to every call or just some?
2. **Device specificity**: Occurs on one device or multiple platforms?
3. **Notification status**: Are you receiving other push notifications?
**Systematic troubleshooting:**
1. **Test call patterns**: Identify if issue is caller-specific
2. **Check Quo settings**: Review Do Not Disturb, business hours
3. **Verify notifications**: Ensure push permissions enabled
4. **Network testing**: Try different internet connections
5. **Device comparison**: Test across multiple devices
**Most common causes:**
* Push notifications disabled
* Business hours misconfigured
* Do Not Disturb enabled
* Poor network connectivity
**Connection error resolution:**
1. **Network switching**: Try different internet source
2. **Router reset**: Power cycle network equipment
3. **VPN disabling**: Temporarily turn off VPN services
4. **Firewall checking**: Review security software settings
5. **App restart**: Close and reopen Quo completely
**For persistent issues:**
* Contact internet service provider about VoIP compatibility
* Check [Quo status page](https://status.openphone.co) for service issues
* Document specific error messages and timing
* Test from different locations or networks
**Required ports:**
* UDP ports 10,000-20,000 must be open
* Both inbound and outbound required
**Common scenarios:**
* **Verification calls**: 2FA or bank calls may not connect to VoIP numbers
* **Caller hangups**: Quick disconnections by calling party
* **Network instability**: Poor connection causing drops
* **Service blocking**: Some numbers block VoIP calls
**Resolution approach:**
1. **Identify patterns**: Note if specific number types affected
2. **Network optimization**: Improve connection stability
3. **Alternative methods**: Use for non-VoIP verification when needed
4. **Documentation**: Record specific examples for support
Some services (banks, government) may not accept calls from VoIP numbers for security reasons.
## Advanced troubleshooting
**Connection testing methods:**
* **Ping tests**: Check latency to Quo servers
* **Traceroute**: Identify network path issues
* **Bandwidth monitoring**: Ensure adequate upload/download speeds
* **Jitter testing**: Measure connection stability
**Professional network tools:**
* **Network analyzers**: Identify specific connection problems
* **VoIP testing tools**: Verify voice traffic compatibility
* **Router logs**: Review for blocked or dropped packets
* **ISP consultation**: Work with provider on VoIP optimization
**Basic network test commands:**
```
# Test latency
ping 8.8.8.8
# Check route to servers
traceroute openphone.co
# Speed test
speedtest-cli (or use fast.com)
```
**Enterprise requirements:**
* **IT department coordination**: Work with network administrators
* **Firewall exceptions**: Request VoIP traffic allowances
* **QoS implementation**: Prioritize voice traffic
* **Network segmentation**: Consider dedicated voice VLANs
**Information for IT teams:**
```
Ports required: UDP 10000-20000
Protocols: SIP, RTP, WebSocket
Domains: *.openphone.co
Bandwidth: 100kbps per concurrent call
```
**Common enterprise solutions:**
* Add Quo to firewall whitelist
* Configure QoS for voice traffic priority
* Implement SIP ALG bypass if needed
* Set up dedicated voice VLAN
## Prevention and support
**Regular maintenance schedule:**
* **Daily**: Monitor call quality informally
* **Weekly**: Restart router and devices
* **Monthly**: Run speed tests and document
* **Quarterly**: Update all software and firmware
**Environment optimization checklist:**
* ✓ Business-grade internet connection (minimum 25 Mbps)
* ✓ Quality router with QoS capabilities
* ✓ Backup connection method (cellular/secondary ISP)
* ✓ Optimized WiFi placement and settings
* ✓ Regular performance monitoring
**Best practices:**
* Use wired connections for desk phones
* Maintain 20% bandwidth headroom
* Document working configurations
* Test backup systems monthly
**Escalate to support when:**
* Issues persist after all troubleshooting steps
* Problems affect business operations significantly
* Network optimization doesn't resolve connectivity
* Multiple users experience same issues
**Information to gather first:**
* **Specific examples**: Recent call details with dates/times
* **Frequency data**: How often issues occur
* **Troubleshooting attempted**: Steps already taken
* **Network details**: ISP, connection type, equipment used
* **Error messages**: Exact text of any error messages
**Support submission tips:**
* Include 3-5 specific examples
* Mention business impact
* Attach screenshots of errors
* Note any patterns observed
* Submit at: [support.quo.com](https://support.quo.com/help/submit-a-request)
## Additional resources
**Need assistance?** Submit a support request at [support.quo.com](https://support.quo.com/help/submit-a-request) with specific connection details for personalized troubleshooting help.
# Messaging issues
Source: https://support.quo.com/troubleshooting/messaging-issues
Resolve text message delivery problems, verification issues, and SMS troubleshooting
## Overview
Text messaging issues can disrupt business communications and customer interactions. This guide addresses common SMS problems including delivery failures, verification code issues, and message blocking to ensure reliable messaging functionality.
Quo, formerly OpenPhone, supports standard SMS and MMS messaging with files up to 5MB. Some limitations apply for verification services and short codes.
## Common messaging problems
**Symptoms:**
* Expected messages never arrive
* Missing verification codes
* No delivery of promotional texts
* Inconsistent message reception
**Common causes:**
* Virtual number restrictions for verification services
* Short code limitations (5-6 digit numbers)
* Carrier filtering or blocking
* Recent number porting issues
**Quick fixes:**
1. Verify sender can send to other numbers
2. Check if you've replied "STOP" to opt out
3. Confirm short code vs regular number
4. For recent ports, wait 24-48 hours
5. Test with known contacts
**Symptoms:**
* Messages marked as "undelivered"
* Recipients claiming non-receipt despite "delivered" status
* Specific error messages in message details
* Consistent delivery problems to certain numbers
**Primary causes:**
* Destination number issues
* Content filtering by carriers
* Recipient opt-out status
* Carrier-level blocking
**Quick diagnosis:** On web/desktop, hover over "undelivered" status to see specific error messages and troubleshooting guidance.
![Message delivery error details]()
**Symptoms:**
* 2FA codes not arriving
* Account verification failures
* Registration process blocking
* Service rejection of Quo numbers
**Services that commonly block virtual numbers:**
* Banking and financial institutions
* Social media platforms (Facebook, Instagram)
* Ride-sharing services (Uber, Lyft)
* Payment services (PayPal, Venmo)
* Google services and WhatsApp
* Government services and utilities
**Why virtual numbers are restricted:**
* Enhanced security requirements
* Fraud prevention measures
* Easier acquisition compared to carrier numbers
* Multi-device accessibility concerns
**Alternative solutions:**
* Use personal mobile number for initial verification
* Contact service customer support for alternatives
* Look for email-based verification options
* Consider landline verification where available
Most 2FA and verification codes are sent from short codes (5–6 digit numbers). Quo numbers can't receive short code SMS. **This is a VoIP limitation that applies across providers, not just Quo.**
## Understanding delivery errors
**Understanding delivery indicators:**
* **Delivered**: Message successfully reached recipient's device
* **Undelivered**: Carrier reported delivery failure with error details
* **Sent**: Message left Quo but status pending from carrier
* **Failed**: Message could not be processed or sent
**Viewing error details:** On web/desktop, hover over "undelivered" status to see specific error messages and troubleshooting guidance.
**What this means:** The phone number you're trying to reach is not recognized by the carrier network.
**Resolution steps:**
* Verify number is active and in service
* Check for typos in phone number
* Confirm number hasn't been disconnected
* Try alternative contact methods if available
**Common causes:**
* Number has been disconnected
* Typo in the phone number
* Number was ported and not fully transferred
**What this means:** The recipient's device cannot receive the message at this time.
**Possible causes:**
* Recipient device may be turned off
* Outside cellular coverage area
* Carrier-level filtering (less common)
* Temporary network issues
**Resolution:** Wait and retry later, or use alternative contact method if urgent.
**What this means:** The recipient or their carrier is blocking messages from your number.
**Common reasons:**
* Recipient doesn't accept SMS from unknown senders
* Mobile plan limitations on SMS reception
* Carrier spam filtering
* Number blocked by recipient
**Resolution steps:**
1. Verify recipient hasn't blocked your number
2. Check if this is a business messaging compliance issue
3. Try calling instead of texting
4. Have recipient whitelist your number
**What this means:** You're attempting to send a text to a number that cannot receive SMS.
**Common scenarios:**
* Attempting to text landline number
* Carrier routing issues
* Service compatibility problems
* Geographic restrictions
**Resolution:**
* Verify the number is mobile-enabled
* Try calling instead of texting
* Check if international texting is supported
**What this means:** Your message content has been blocked by carrier spam filters.
**Common triggers:**
* Message content triggered spam filters
* Violation of carrier messaging policies
* High-volume messaging patterns
* Compliance issues with business messaging
**Resolution steps:**
1. Review message content for spam triggers
2. Ensure A2P 10DLC compliance for business messaging
3. Include clear business identification
4. Add opt-out instructions
5. Avoid URL shorteners and spam-like content
## Troubleshooting specific scenarios
**Short code limitations:**
* Quo cannot receive messages from short codes (5-6 digit numbers)
* Includes promotional campaigns and some verification services
* Alternative: Request standard 10-digit number communication
* Contact businesses directly for alternative contact methods
**Diagnostic steps for missing messages:**
1. **Verify sender can send**: Ask sender to try different numbers
2. **Check for opt-out status**: Confirm you haven't replied "STOP"
3. **Review business messaging**: Ensure A2P 10DLC compliance
4. **Test with known contacts**: Send test messages between known numbers
If you've previously replied "STOP" to a sender, you must reply "START" or "UNSTOP" to resume receiving messages.
**Post-porting message issues:**
* SMS functionality may take 24-48 hours after port completion
* Carrier routing updates can cause temporary delays
* Previous carrier may still route some messages
* Testing required to confirm full functionality
**Resolution timeline:**
* **0-24 hours**: Normal adjustment period
* **24-48 hours**: Extended but acceptable delay
* **48+ hours**: Verify carrier registration status in [Settings → Trust](https://my.quo.com/settings/trust), before contacting support
Unregistered numbers cannot text US numbers regardless of how long ago the port completed. \
\
**If you haven't registered for A2P 10DLC yet**, [start your registration here →](https://support.quo.com/getting-started/carrier-registration/carrier-registration)
* Document specific message failures for troubleshooting
**What to do:**
1. Wait 24-48 hours for full SMS activation
2. Test with multiple contacts
3. Document any failures with timestamps
4. Contact support if issues persist beyond 48 hours
**Signs this is an RCS issue:**
* Contacts with Android devices report sending messages that you didn't receive in Quo
* Messages you send aren't being received by some Android contacts
* Only affects some contacts, not all
* Group messages created before your transferred your number to Quo aren't arriving
* Problem persists beyond the normal 24–48 hour post-porting window
**What's happening:**
* Your ported number may still have an active RCS registration in the carrier's cache
* Contacts with RCS-enabled devices send messages via RCS instead of SMS, and those don't reach your Quo number
* Messages you send are undelivered until the carrier cache clears and traffic falls back to SMS
**What to do:**
1. **If you haven't ported yet**: Disable RCS on your device before you transfer your number. See [Special considerations for Android users](https://support.quo.com/getting-started/porting/overview#special-considerations-for-android-users).
2. **For affected group threads**: Ask contacts to delete the old thread and start a new one to force messages to fall back to SMS/MMS.
3. **For 1-on-1 messages**: Delete and restart the conversation or choose "Send as SMS" within the conversation.
If you've recently ported a number that was previously active on an iPhone or used with an iPhone-based carrier account, iMessage may still be intercepting texts sent to your number.
**What to do:**
1. **Remove from iMessage**
* Go to iPhone **Settings**
* Tap **Messages**
* Tap **Send & Receive**
* Uncheck your ported number in **You can be reached by iMessage at**
2. **Remove from FaceTime**
* Go to iPhone **Settings**
* Tap **FaceTime**
* Uncheck your ported number in **You can be reached by FaceTime at**
If messages still aren’t routing correctly, you may need to [**deregister iMessage**](https://selfsolve.apple.com/deregister-imessage/) completely.
## Advanced troubleshooting
**Understanding soft-blocks:** Messages appear delivered but recipients don't receive them due to:
* Carrier-level spam filtering
* Content-based blocking algorithms
* Volume-based filtering
* Reputation-based restrictions
**Identifying soft-blocking:**
* Recipients consistently claim non-receipt
* Messages show "delivered" status
* Issues with multiple recipients
* Patterns across different carriers
**Resolution approaches:**
1. Review message content for spam indicators
2. Verify proper business messaging registration
3. Implement A2P 10DLC compliance
4. Contact support with specific examples
Soft-blocking often affects business messaging. Ensure you're registered for A2P 10DLC to improve delivery rates.
**Message content optimization:**
* Avoid spam-trigger words and phrases
* Include clear business identification
* Provide opt-out instructions
* Maintain professional messaging tone
**Business messaging compliance:**
* Register for A2P 10DLC campaigns
* Maintain proper opt-in documentation
* Honor opt-out requests immediately
* Follow carrier messaging guidelines
**Volume and frequency management:**
* Avoid sudden messaging volume spikes
* Implement gradual volume increases
* Respect recipient preferences
* Monitor delivery rates and adjust accordingly
**Best practices for content:**
* Start with business name
* State purpose clearly
* Include "Reply STOP to unsubscribe"
* Avoid ALL CAPS and excessive punctuation
* Don't use URL shorteners
## File and media troubleshooting
**File size limitations:**
* Quo accepts up to 5MB files
* Sender carrier may have lower limits
* Compression may occur during transmission
* Multiple files may be combined or split
**Supported file types:**
* Images: JPEG, PNG, GIF
* Video: MP4, MOV, 3GP
* Audio: MP3, AAC, AMR
* Documents: PDF (with size restrictions)
**Resolution steps:**
1. **Reduce file size**: Compress images/videos before sending
2. **Alternative sharing**: Use cloud storage links for large files
3. **Format conversion**: Try different file formats
4. **Split large content**: Send multiple smaller messages
If recipients can't receive MMS, their carrier or plan may not support multimedia messages.
## Prevention and best practices
**Content best practices:**
* **Clear identification**: Include business name and purpose
* **Professional tone**: Use business-appropriate language
* **Value delivery**: Provide useful information to recipients
* **Compliance**: Follow all relevant messaging regulations
**Message template example:**
```text theme={null}
Hi [Name], this is [Your Name] from [Business].
[Clear purpose of message]
Reply STOP to unsubscribe.
```
**Avoid these red flags:**
* ALL CAPS MESSAGES
* Excessive punctuation!!!
* URL shorteners (bit.ly, tinyurl)
* Words like "free," "winner," "claim now"
* Missing business identification
* No opt-out instructions
**Documentation checklist:**
* ✓ Save examples of delivery failures
* ✓ Note patterns in timing and recipients
* ✓ Track when issues start or stop
* ✓ Screenshot error messages
* ✓ Document carrier-specific issues
**Monitoring routine:**
* **Daily**: Check delivery rates
* **Weekly**: Test messages to different carriers
* **Monthly**: Review delivery metrics
* **Quarterly**: Audit messaging practices
**Key metrics to track:**
* Delivery rate by carrier
* Time of day performance
* Message length impact
* Content type success rates
* Geographic delivery patterns
## Support escalation
**Contact support for:**
* Multiple delivery failures with same error
* Verification services unexpectedly blocking number
* Soft-blocking affecting business operations
* Post-porting issues lasting over 48 hours
* Compliance questions about business messaging
**Before contacting support:**
1. Document at least 3 specific examples
2. Try basic troubleshooting steps
3. Check if issue is carrier-specific
4. Review message content for spam triggers
5. Verify A2P 10DLC registration status
**Essential details checklist:**
* ✓ Three or more failed message examples
* ✓ Exact error messages (screenshots help)
* ✓ Dates and times of failures
* ✓ Recipient carriers if known
* ✓ Your messaging use case
**Message content details:**
* Sample messages that failed
* Volume sent per day/week
* How you obtained consent
* Previous successful messaging history
**For business messaging:**
* Business type and industry
* Customer opt-in process
* A2P 10DLC registration status
* Typical message content types
* Volume and frequency patterns
**Submit at:** [support.quo.com](https://support.quo.com/help/submit-a-request)
## Additional resources
**Need assistance?** Submit a support request at [support.quo.com](https://support.quo.com/help/submit-a-request) with specific message delivery details for personalized troubleshooting assistance.
# Mic access issues
Source: https://support.quo.com/troubleshooting/mic-access-issues
If you’re having trouble using your microphone with Quo, here’s what the error you're seeing means and how to troubleshoot + fix it.
### Microphone access denied
**What it means**: You didn’t give Quo permission to use your microphone.
**How to fix it**:
* **On macOS**:
* Go to **System Settings → Privacy & Security → Microphone** and enable access for OpenPhone.
* Restart the app to apply changes.
* [Apple’s guide to microphone permissions](https://support.apple.com/guide/mac-help/control-access-to-your-microphone-on-mac-mchla1b1e1fe/mac)
* **On Windows**:
* Go to **Settings → Privacy & security → Microphone** and turn on access for OpenPhone.
* Make sure “Let desktop apps access your microphone” is enabled.
* [Microsoft’s guide to microphone permissions](https://support.microsoft.com/en-au/windows/turn-on-app-permissions-for-your-microphone-in-windows-94991183-f69d-b4cf-4679-c98ca45f577a)
***
### Microphone access blocked
**What it means**: Your browser is preventing Quo from using your microphone. This can happen if you clicked “Block” when asked or if your browser remembered a past denial.
**How to fix it**:
* Open your browser’s site settings and allow microphone access for OpenPhone.
* Refresh the page after updating the setting.
* If the issue continues, try another supported browser.
***
### Something interrupted your microphone
**What it means**: We tried to connect to your microphone, but the process was cut off by your browser or system.
**How to fix it**:
* Try again.
* If it happens again:
* Refresh the page or restart your browser.
* Close other tabs or windows that might be interfering.
* Restart your computer if the interruption keeps happening.
***
### **A hardware or operating system error occurred while attempting to access your microphone**
**What it means**: Quo has permission, but something else on your device is blocking access. Another app may already be using your mic, or your system settings may be preventing it.
**How to fix it**:
* Close apps like Zoom, Teams, Discord, or FaceTime that might be using your microphone.
* **On macOS**:
* Check **System Settings → Privacy & Security → Microphone**.
* Go to **System Settings → Sound → Input** and make sure your preferred microphone is selected and showing input levels.
* [Apple’s guide to fixing microphone issues](https://support.apple.com/HT209175)
* **On Windows**:
* Check **Settings → Privacy & security → Microphone**.
* In **Settings → System → Sound → Input**, test your microphone to confirm it’s working.
* If it’s not listed, open **Device Manager → Audio inputs and outputs** to make sure it’s enabled.
* [Microsoft’s guide to fixing microphone issues](https://support.microsoft.com/en-us/windows/fix-microphone-problems-5f230348-106d-bfa4-1db5-336f35576011)
***
### **Microphone temporarily unavailable**
**What it means**: Quo tried to use your microphone before the page or app was fully active.
**How to fix it**:
* Bring the Quo tab or app to the front and make sure it’s fully loaded.
* Try again once the page is active.
* If it keeps happening, close and reopen the app or refresh the page.
***
### We ran into a technical issue
**What it means**: Something went wrong on our end while trying to access your microphone.
**How to fix it**:
* Try again.
* If it continues:
* Refresh or restart your browser.
* Clear your browser’s cache and cookies, then retry.
* Reinstall or update the Quo desktop app if you’re using it outside a browser.
* If nothing helps, [contact support](#).
***
### We couldn’t find a working microphone
**What it means**: Quo didn’t detect a microphone it could use.
**How to fix it**:
* Make sure your microphone is plugged in or not muted.
* Try reconnecting or switching to another microphone (USB, headset, or built-in mic).
* **On macOS**: Check **System Settings → Sound → Input** to see if your microphone is listed.
* **On Windows**: Check **Settings → System → Sound → Input**. If not listed, verify it in **Device Manager**.
***
### Microphone access is restricted
**What it means**: Your operating system is blocking Quo due to Screen Time limits, parental controls, or workplace policies.
**How to fix it**:
* **On macOS**: Check **System Settings → Screen Time → Content & Privacy → Apps**.
* **On Windows**: Check parental control settings or company device restrictions.
* If you’re on a managed computer, contact your administrator.
* [Apple’s guide to Screen Time restrictions](https://support.apple.com/HT208982)
* [Microsoft’s guide to family and parental settings](https://support.microsoft.com/en-us/windows/get-help-with-windows-privacy-f7a99c80-4a85-4556-9264-a3f6c55ab89f)
***
### **Microphone access blocked by browser security settings**
**What it means**: Your browser blocked access due to a security rule. This isn’t a problem with your microphone.
**How to fix it**:
* Nothing to change on your side — please retry later or [contact support](#).
***
### We couldn’t confirm your microphone access
**What it means**: Something went wrong while checking your microphone status. This can happen if your operating system didn’t report access correctly or your mic was just plugged in.
**How to fix it**:
* Make sure Quo has permission to use your microphone in both system and browser settings.
* Restart your device and try again.
* If the issue keeps happening, try a different microphone or browser.
***
## **No microphone found**
Quo couldn’t find a microphone on your device. This usually happens if no mic is connected, your mic isn’t recognized, or system settings are preventing access.\
**How to fix it**:
1. **Check your microphone connection**
* Make sure your microphone is plugged in, turned on, and not muted.
* Try reconnecting it or using a different microphone (USB, headset, or built-in).
2. **Check your system settings**
1. **macOS**
* Go to **System Settings → Sound → Input**.
* Make sure your microphone appears, is selected, and shows input levels.
* Apple guide: [Use your Mac's microphone](https://support.apple.com/guide/mac-help/change-the-sound-input-settings-mchlp2567/mac)
2. **Windows**
* Go to **Settings → System → Sound → Input**.
* Make sure your microphone is listed and shows activity.
* If it’s not listed, open **Device Manager → Audio inputs and outputs** to verify it’s enabled.
* Microsoft guide: [Set up a microphone](https://support.microsoft.com/en-us/windows/set-up-a-microphone)
3. **Restart your device**
* Sometimes unplugging and reconnecting your microphone or restarting your computer fixes detection issues.
4. **Try a different browser (for web users)**
* If your microphone still isn’t detected, open Quo in a supported browser and try again.
Restarting your computer often fixes microphone access issues on both Windows and macOS.
# Notification issues
Source: https://support.quo.com/troubleshooting/notification-issues
Resolve push notification problems and ensure reliable alerts for calls and messages
## Overview
Push notifications are essential for Quo, formerly OpenPhone, functionality, alerting you to incoming calls, messages, and other important events. When notifications fail, you may miss critical communications. This guide helps restore reliable notification delivery across all devices.
Push notifications require proper permissions on all devices. Different issues may require platform-specific solutions for iOS, Android, web, and desktop applications.
## Understanding notification issues
**Call notifications:**
* Incoming call alerts with caller information
* Missed call notifications with timestamps
* Call connection status updates
* Voicemail arrival alerts
**Message notifications:**
* New text message alerts with previews
* Message delivery confirmations
* Group message updates
* MMS arrival notifications
**System notifications:**
* Account status updates
* Service announcements
* Billing and subscription alerts
* Security notifications
**Different problem types:**
* **No notifications**: Not receiving any push alerts
* **No ringing**: Getting missed call notifications but no live ring
* **Delayed notifications**: Receiving alerts late
* **Partial notifications**: Some alerts work, others don't
If you receive missed call notifications but don't hear incoming calls ring, see the [Connection Issues](/troubleshooting/connection-issues) guide for call-specific troubleshooting.
**Quick diagnosis:**
* If you see missed calls but never heard ring = Ringing issue
* If you don't see any alerts at all = Notification issue
* If alerts arrive late = Network or device performance issue
## Platform-specific setup
**Identifying permission issues:**
Look for blue alert bar at top of Quo app stating "Click to enable notifications and messages."
![Quo notification permission request banner]()
**Quick setup:**
1. **Click permission bar**: Select the blue notification bar when it appears
2. **Browser permission**: Allow notifications when browser prompts
3. **System settings**: Ensure browser notifications enabled in OS settings
4. **Verify activation**: Confirm no blue bar appears after enabling
**Chrome specific:**
1. Click lock icon in address bar
2. Set "Notifications" to "Allow"
3. Check site settings for Quo permissions
4. Restart browser if needed
**Firefox specific:**
1. Click shield icon in address bar
2. Allow notifications from Quo
3. Check permissions in browser preferences
4. Clear cache if issues persist
**Safari specific:**
1. Go to Safari → Preferences → Websites
2. Select "Notifications" in left sidebar
3. Set Quo to "Allow"
4. Restart Safari to apply changes
**Basic setup:**
1. Open **Settings** app on device
2. Scroll to find **Quo** in app list
3. Tap **Quo** to open app settings
4. Ensure **Allow Notifications** is enabled
5. Configure notification style preferences
6. Check **Do Not Disturb** settings don't block Quo
**Advanced iOS settings:**
* **Lock Screen**: Allow notifications on lock screen
* **Notification Center**: Enable in notification center
* **Banners**: Choose persistent or temporary banners
* **Sounds**: Enable notification sounds
* **Badges**: Show app icon badges for unread items
**Background App Refresh (important):**
1. Settings → General → Background App Refresh
2. Ensure enabled globally
3. Verify Quo is enabled in app list
4. Consider enabling "WiFi & Cellular Data"
**Do Not Disturb check:**
* Control Center: Swipe down from top-right (iPhone X+) or up from bottom
* Tap moon icon to disable Do Not Disturb
* Or Settings → Do Not Disturb → Turn off
**Basic setup:**
1. Open **Settings** app (gear icon)
2. Navigate to **Apps** or **Application Manager**
3. Find and select **Quo**
4. Tap **Notifications**
5. Ensure notifications are **enabled**
6. Configure importance and behavior settings
7. Check **Do Not Disturb** exceptions
**Critical: Battery optimization**
1. Settings → Battery → Battery Optimization
2. Find Quo in app list
3. Select "Don't optimize" or "Not optimized"
4. Some devices: Settings → Apps → Quo → Battery → Optimize battery usage → Disable
**Advanced Android settings:**
* **Notification importance**: Set to "High" for immediate alerts
* **Override Do Not Disturb**: Allow Quo to bypass silent mode
* **App icon badges**: Enable unread count indicators
* **Notification channels**: Configure different alert types separately
**Do Not Disturb check:**
* Quick Settings: Swipe down from top, tap DND icon to disable
* Settings method: Settings → Sound → Do Not Disturb → Turn off
**Setup steps:**
1. Open **Windows Settings**
2. Navigate to **System** → **Notifications & actions**
3. Ensure **Get notifications from apps** is enabled
4. Find **Quo** in app list
5. Enable notifications for Quo
6. Configure notification behavior preferences
**Additional Windows settings:**
* Focus Assist: Ensure Quo is in priority list
* Sound settings: Verify notification sounds enabled
* Action Center: Check notifications appear properly
* Startup: Ensure Quo can run in background
**Setup steps:**
1. Open **System Preferences**
2. Click **Notifications & Focus**
3. Find **Quo** in application list
4. Enable **Allow Notifications**
5. Configure alert style and behavior
6. Check **Do Not Disturb** settings
**Recommended macOS settings:**
* Alert style: "Alerts" for important notifications
* Show in Notification Center: Enabled
* Badge app icon: Enabled for unread counts
* Play sound for notifications: Enabled
* Focus modes: Add Quo to allowed apps
## Common problems and solutions
**Quick permission check:**
1. **Check app permissions**: Verify notifications enabled in device settings
2. **Browser permissions**: Allow notifications for web applications
3. **System settings**: Ensure OS-level notifications are functional
4. **App reinstall**: Uninstall and reinstall app if permissions corrupted
**Platform-specific permission locations:**
* **iOS**: Settings → Quo → Notifications → Allow Notifications
* **Android**: Settings → Apps → Quo → Notifications → Enable
* **Web**: Click browser lock/shield icon → Notifications → Allow
* **Windows**: Settings → System → Notifications → Quo → On
* **macOS**: System Preferences → Notifications → Quo → Allow
If you've recently installed Quo, you must grant notification permissions when first prompted or notifications will never work.
**Quick checks by platform:**
**iOS Do Not Disturb:**
* **Control Center**: Swipe down from top-right (iPhone X+) or up from bottom
* **Tap moon icon**: Disable Do Not Disturb mode
* **Settings method**: Settings → Do Not Disturb → Turn off
* **Scheduled DND**: Check for automatic schedules
**Android Do Not Disturb:**
* **Quick Settings**: Swipe down from top, tap DND icon to disable
* **Settings method**: Settings → Sound → Do Not Disturb → Turn off
* **Priority mode**: Configure exceptions for important apps
* **Automatic rules**: Disable scheduled quiet hours if interfering
**Desktop Focus modes:**
* **Windows**: Settings → System → Focus assist → Turn off
* **macOS**: Control Center → Focus → Turn off
**Network issues:**
Poor internet connection can prevent notification delivery.
**Quick fixes:**
1. **Switch networks**: Try WiFi to cellular data or vice versa
2. **Router reset**: Power cycle WiFi router for 30 seconds
3. **Speed test**: Verify adequate bandwidth for real-time notifications
4. **Network stability**: Check for consistent connection quality
**Corporate network blocking:**
1. **VPN testing**: Temporarily disable VPN to test notifications
2. **Firewall exceptions**: Add Quo to firewall whitelist
3. **Corporate IT**: Work with IT department for business network access
4. **Alternative networks**: Test on different networks to isolate issues
**Why this matters:**
iOS may limit background activity affecting notification delivery.
**Configuration steps:**
1. **Settings** → **General** → **Background App Refresh**
2. Ensure **Background App Refresh** is enabled globally
3. Verify **Quo** is enabled in app list
4. Consider enabling **WiFi & Cellular Data** for maximum reliability
**Additional iOS settings:**
* Low Power Mode: Disable if active (Settings → Battery)
* Screen Time: Check app limits aren't restricting Quo
* Storage: Ensure adequate free space (Settings → General → iPhone Storage)
**Why this matters:**
Android aggressively manages battery by limiting background apps.
**Critical optimization settings:**
1. **Settings** → **Battery** → **Battery Optimization**
2. Find **Quo** in app list
3. Select **Don't optimize** or **Not optimized**
4. Some devices: **Settings** → **Apps** → **Quo** → **Battery** → **Optimize battery usage** → Disable
**Device-specific locations:**
* **Samsung**: Settings → Device care → Battery → Background usage limits
* **OnePlus**: Settings → Battery → Battery optimization → Quo → Don't optimize
* **Xiaomi**: Settings → Battery & performance → App battery saver → Quo → No restrictions
Battery optimization is the #1 cause of Android notification issues. Always disable it for Quo.
**Common symptoms:**
* Delayed notifications
* Intermittent notification delivery
* App crashes or freezes
**Resolution steps:**
1. **Free up storage**: Delete unnecessary files and apps (need 10% free minimum)
2. **Clear cache**: Clear Quo app cache (Android: Settings → Apps → Quo → Storage → Clear Cache)
3. **Restart device**: Reboot to free memory and reset services
4. **Update app**: Ensure latest Quo version installed
**Performance optimization:**
* Close unused background apps
* Disable unnecessary device features
* Consider factory reset if severe (backup first)
* Upgrade device if consistently underperforming
## Advanced diagnostics
**Testing steps:**
1. **Send test message**: Ask colleague to send test message
2. **Make test call**: Have someone call your Quo number
3. **Cross-platform testing**: Test on different devices
4. **Timing observation**: Note any delays in notification delivery
**Diagnostic checklist:**
* **Frequency**: Do notifications never work or work intermittently?
* **Platform specific**: Issues on one device type or all platforms?
* **Timing patterns**: Problems at specific times or consistently?
* **Content types**: Some notification types work while others don't?
**What results mean:**
* No notifications ever = Permission or setup issue
* Intermittent notifications = Network or device performance
* Platform-specific = Device configuration problem
* Delayed notifications = Background app restrictions
**Service status check:**
Visit [status.openphone.co](https://status.openphone.co) for:
* Current service incidents
* Notification system status
* Regional service issues
* Scheduled maintenance windows
**Account verification:**
* **Active subscription**: Ensure account is in good standing
* **Service limits**: Verify no account restrictions
* **Feature access**: Confirm notification features included in plan
* **Regional availability**: Check service availability in your location
**Common account issues:**
* Expired subscription = No service at all
* Payment failure = Service suspension warning
* Plan limitations = Feature restrictions
* Regional blocks = Service unavailable message
**Common enterprise blocks:**
* **IT policy restrictions**: Company policies blocking personal apps
* **Network filtering**: Corporate firewalls blocking notification services
* **Device management**: Mobile device management (MDM) policies
* **VPN requirements**: Company VPN affecting notification delivery
**Resolution strategies:**
1. **IT department coordination**: Work with network administrators
2. **Business justification**: Explain Quo business use case
3. **Network exceptions**: Request specific firewall allowances
4. **Alternative access**: Use personal devices or networks when permitted
**Information for IT teams:**
* Quo uses standard push notification services (APNs/FCM)
* Requires ports 443 (HTTPS) and 5223 (Apple Push)
* No special firewall rules needed beyond standard web traffic
* Compatible with most MDM solutions
## Prevention and maintenance
**Weekly maintenance routine:**
1. Send test message to yourself
2. Have colleague test call you
3. Check notification settings haven't changed
4. Restart device if notifications seem delayed
5. Verify Do Not Disturb schedules
**Monthly checkup:**
* Review all notification permissions
* Update Quo app
* Clear app cache (Android)
* Check battery optimization settings
* Test on different networks
**Optimization checklist:**
* ✓ Battery optimization disabled (Android)
* ✓ Background App Refresh enabled (iOS)
* ✓ Notifications allowed in all settings
* ✓ Do Not Disturb configured correctly
* ✓ Adequate storage space (10% free)
**Device configuration essentials:**
* **Automatic updates**: Enable for Quo app
* **Storage management**: Keep 10% space free minimum
* **Regular restarts**: Weekly device reboot
* **Permission audits**: Check monthly
**Network reliability tips:**
* Use WiFi and cellular for redundancy
* Test notifications on each network type
* Avoid VPNs if they block notifications
* Ensure stable internet connection
**Critical settings by platform:**
* **iOS**: Background App Refresh must be ON
* **Android**: Battery optimization must be OFF
* **Web**: Browser notifications must be ALLOWED
* **All**: Do Not Disturb must have Quo exception
## Support escalation
**Contact support when:**
* Notifications not working after trying all troubleshooting steps
* Intermittent issues affecting business operations
* Platform-specific problems not resolved by device troubleshooting
* Service-level issues suspected
**Before contacting support:**
1. Try all platform-specific troubleshooting
2. Test on different device if possible
3. Document specific examples
4. Take screenshots of settings
5. Note any error messages
**Device and platform details:**
* Platform: iOS/Android/Web/Desktop
* Device model and OS version
* Quo app version
* Browser type and version (if web)
**Network environment:**
* WiFi vs cellular data
* Corporate network restrictions
* VPN usage
* Firewall or security software
**Issue details:**
* When problem started
* Frequency (never/sometimes/specific times)
* Types of notifications affected
* Error messages received
**Include screenshots of:**
* Notification permission settings
* Battery optimization settings (Android)
* Do Not Disturb configuration
* Any error messages
**Submit at:** [support.quo.com](https://support.quo.com/help/submit-a-request)
## Additional resources
**Need assistance?** Submit a support request at [support.quo.com](https://support.quo.com/help/submit-a-request) with specific notification details and device information for personalized troubleshooting help.
# Using a VPN with Quo
Source: https://support.quo.com/troubleshooting/using-a-vpn
Configure VPN settings for reliable VoIP performance and resolve VPN-related connection issues
## Overview
VPNs provide valuable privacy and security benefits but can sometimes interfere with VoIP services like Quo, formerly OpenPhone. Understanding how to configure VPN settings properly ensures you maintain both privacy and reliable phone functionality.
Most VPNs work with Quo without additional configuration. Issues typically arise from port blocking or traffic filtering that affects voice communication.
## Understanding VPN and VoIP interaction
**Common interference points:**
* **Port blocking**: VPNs may block ports used for voice traffic
* **Traffic filtering**: Some VPNs filter UDP traffic required for calls
* **Latency introduction**: VPN routing can add delay to real-time communication
* **Bandwidth limitations**: VPN overhead may reduce available bandwidth
**Quo's VoIP requirements:**
Quo uses RTP (Real-time Transport Protocol) for voice media, which requires:
* Specific port ranges for optimal performance
* Low-latency network connections
* Unrestricted UDP traffic flow
* Adequate bandwidth for voice quality
Most VPNs work with Quo without additional configuration. Issues typically arise from port blocking or traffic filtering that affects voice communication.
**Balancing security and functionality:**
You can maintain privacy while ensuring reliable phone service by:
* **Selective VPN usage**: Disable VPN only for Quo traffic
* **VPN configuration**: Adjust settings to allow VoIP traffic
* **Alternative privacy measures**: Use other security practices
* **Network optimization**: Configure both VPN and Quo optimally
**Best practices:**
1. Use split tunneling to exclude Quo traffic
2. Choose VPN servers geographically close to you
3. Select VPN protocols optimized for real-time traffic
4. Consider using VPN only when not making calls
## Diagnosing VPN-related issues
**Symptoms of VPN conflicts:**
* Calls failing to connect when VPN is active
* Poor call quality with VPN enabled
* One-way audio issues during calls
* Connection establishment errors
* Inability to receive incoming calls
**5-minute diagnostic test:**
1. **Document the issue**: Note specific problems with VPN active
2. **Disable VPN temporarily**: Turn off VPN completely
3. **Test Quo functionality**: Make and receive test calls
4. **Compare performance**: Note any improvements without VPN
5. **Re-enable VPN**: Turn VPN back on to confirm issue returns
**Results interpretation:**
* Works without VPN = VPN is blocking Quo
* Still has issues = Problem is not VPN-related
* Partially works = VPN configuration needs adjustment
**Call connection failures:**
* VPN blocking outbound connections to Quo servers
* Firewall rules preventing voice traffic
* Geographic restrictions affecting service access
* DNS routing issues with VPN servers
**Audio quality issues:**
* Increased latency causing delayed audio
* Packet loss through VPN routing
* Bandwidth throttling affecting voice quality
* RTP traffic filtering or modification
**Notification and connectivity problems:**
* Push notification blocking through VPN
* Persistent connection interference
* WebSocket connection disruption
* Real-time protocol filtering
If calls work but quality is poor, your VPN is allowing traffic but adding too much latency. Try a closer VPN server.
## VPN configuration solutions
**Port ranges to allow:**
* **Voice traffic ports**: 10,000 - 20,000
* **Protocol**: UDP (User Datagram Protocol)
* **Direction**: Both inbound and outbound
* **Priority**: High (for QoS-enabled networks)
**IP address ranges to whitelist:**
* **Primary range**: 54.172.60.0 - 54.172.61.255
* **Secondary range**: 34.203.250.0 - 34.203.251.255
* **Protocol**: Both TCP and UDP
* **Purpose**: Quo server communication
Quo uses RTP for voice media services. Filtering the specified port ranges can cause significant service degradation or complete call failures.
**Additional requirements:**
* DNS resolution must work properly
* WebSocket connections on port 443
* Standard HTTPS traffic allowed
**Step-by-step setup:**
1. **Split tunneling**: Enable split tunneling feature
2. **App exclusions**: Add Quo to excluded applications
3. **Protocol selection**: Use IKEv2 or OpenVPN UDP for better VoIP performance
4. **Server selection**: Choose geographically close servers
**ExpressVPN specific settings:**
* Settings → General → Split tunneling → Manage connection on a per-app basis
* Add Quo to "Do not allow selected apps to use the VPN"
* Settings → Protocol → Select IKEv2 or OpenVPN UDP
* Avoid "Auto" protocol selection for consistent performance
**Step-by-step setup:**
1. **Split tunneling**: Configure bypass for Quo
2. **CyberSec**: Disable if causing connection issues
3. **Protocol**: Select NordLynx or OpenVPN UDP
4. **Specialty servers**: Avoid P2P servers for VoIP traffic
**NordVPN specific settings:**
* Settings → Split tunneling → Enable → Add Quo
* Settings → CyberSec → Disable (if experiencing issues)
* Settings → VPN protocol → NordLynx (fastest) or OpenVPN UDP
* Use regular servers, not Double VPN or Onion Over VPN
**Step-by-step setup:**
1. **Bypasser**: Add Quo to bypasser list
2. **Protocol**: Use WireGuard or IKEv2
3. **CleanWeb**: Disable if affecting connections
4. **MultiHop**: Avoid for VoIP to reduce latency
**Surfshark specific settings:**
* Settings → VPN settings → Bypasser → Route via VPN → Add Quo to bypass
* Settings → Advanced → Protocol → WireGuard or IKEv2
* Settings → CleanWeb → Disable if having connection issues
* Avoid MultiHop servers for voice calls
**Enterprise requirements:**
* **IT department coordination**: Work with network administrators
* **Policy exceptions**: Request Quo-specific allowances
* **QoS configuration**: Prioritize voice traffic in corporate policies
* **Firewall rules**: Add exceptions for Quo IP ranges and ports
**Information for IT teams:**
```
Service: Quo VoIP
Ports required: UDP 10000-20000 (RTP media)
IP ranges: 54.172.60.0/23, 34.203.250.0/23
Protocols: SIP, RTP, WebSocket
DNS: Must resolve *.openphone.co
```
**Business continuity options:**
* **Alternative access methods**: Configure backup connectivity options
* **Mobile data fallback**: Use cellular data when VPN blocks VoIP
* **Dedicated VoIP networks**: Consider separate networks for voice traffic
* **Policy documentation**: Maintain records of required configurations
## Advanced optimization
**UDP traffic prioritization:**
VoIP relies heavily on UDP for real-time communication:
* **Disable UDP filtering**: Ensure VPN doesn't block UDP packets
* **Buffer settings**: Optimize VPN buffer sizes for real-time traffic
* **Packet prioritization**: Configure QoS to prioritize voice packets
* **MTU optimization**: Adjust Maximum Transmission Unit for efficient packet delivery
**DNS and routing optimization:**
* **DNS servers**: Use reliable DNS servers (8.8.8.8, 1.1.1.1)
* **Route optimization**: Choose VPN servers with optimal routing to Quo
* **Geographic proximity**: Select VPN endpoints close to your location
* **Carrier compatibility**: Ensure VPN doesn't interfere with carrier routing
**Technical settings:**
```
MTU: 1400-1450 (reduce from default 1500)
DNS: 8.8.8.8, 8.8.4.4 (Google) or 1.1.1.1, 1.0.0.1 (Cloudflare)
Protocol: UDP preferred over TCP
Buffer: Minimize to reduce latency
```
**Latency reduction checklist:**
* **Server selection**: Choose geographically closest VPN servers
* **Protocol optimization**: Use fastest VPN protocols (WireGuard, IKEv2)
* **Connection method**: Prefer UDP over TCP for VPN connections
* **Concurrent connections**: Limit other high-bandwidth activities during calls
**Bandwidth management:**
* **Speed testing**: Verify adequate bandwidth with VPN active
* **Traffic shaping**: Configure VPN to prioritize real-time traffic
* **Compression settings**: Disable unnecessary compression that adds latency
* **Connection monitoring**: Track performance metrics during calls
**Target metrics for good call quality:**
* Latency: \<150ms (excellent), \<300ms (acceptable)
* Jitter: \<30ms
* Packet loss: \<1%
* Bandwidth: 100kbps minimum each direction
## Alternative solutions
**Application-level privacy:**
Instead of routing all traffic through VPN, consider:
* **Browser VPN extensions**: Protect web browsing only
* **Specific app VPNs**: Route only sensitive applications through VPN
* **Time-based VPN usage**: Enable VPN only when not using Quo
* **Network-specific policies**: Use VPN on public networks, direct connection at office
**Device-level security without VPN:**
* **Firewall configuration**: Enable device firewalls for protection
* **DNS over HTTPS**: Use secure DNS without full VPN
* **Encrypted messaging**: Use encrypted communication apps
* **Regular updates**: Keep all software current for security patches
**Privacy tools that work with Quo:**
* NextDNS or Cloudflare DNS for privacy
* Local firewall applications
* Browser privacy extensions
* Encrypted email services
**What is split tunneling:**
Routes only specific traffic through VPN while other traffic goes directly to internet.
**Configuration approaches:**
* **Whitelist approach**: Only route necessary traffic through VPN
* **Application exclusions**: Exclude VoIP and real-time applications
* **Geographic routing**: Route only geographically sensitive traffic
* **Performance monitoring**: Track which applications benefit from VPN
**Recommended split tunnel setup:**
1. Enable split tunneling in VPN settings
2. Add Quo to bypass/exclusion list
3. Include other real-time apps (video conferencing)
4. Keep sensitive apps routed through VPN
5. Test configuration with calls
**Security considerations:**
* Quo traffic will not be encrypted by VPN
* Calls still encrypted by Quo's security
* Balance security needs with functionality
* Consider network trust level
## Specific problem solutions
**Diagnostic steps:**
1. **Latency testing**: Measure round-trip time with and without VPN
2. **Server switching**: Try different VPN server locations
3. **Protocol testing**: Test different VPN protocols for best performance
4. **Bandwidth verification**: Ensure adequate speed for voice calls
5. **QoS configuration**: Implement traffic prioritization
**Quick fixes for quality issues:**
* Switch to closest VPN server (same country/state)
* Change VPN protocol to WireGuard or IKEv2
* Disable VPN encryption acceleration features
* Reduce VPN encryption level if possible
* Use split tunneling to bypass VPN for Quo
**Expected latency impact:**
* Local VPN server: +20-50ms
* Cross-country server: +50-150ms
* International server: +150-300ms (poor quality likely)
**Common causes with VPN:**
* **NAT traversal**: VPN breaking NAT hole punching
* **Firewall rules**: Blocking return audio path
* **Port forwarding**: Asymmetric port handling
* **STUN/TURN**: Connectivity helper protocols blocked
**Resolution steps:**
1. Enable split tunneling for Quo
2. Check VPN firewall isn't blocking UDP ports 10000-20000
3. Disable VPN's built-in firewall temporarily
4. Try different VPN protocol (some handle NAT better)
5. Contact VPN support about SIP/VoIP compatibility
One-way audio is often caused by strict NAT or firewall rules in the VPN that block the return audio stream.
**Call setup troubleshooting:**
1. **Signaling path**: Verify SIP signaling can reach Quo servers
2. **Authentication**: Ensure VPN doesn't interfere with account verification
3. **DNS resolution**: Confirm Quo servers resolve correctly
4. **Timeout settings**: Adjust VPN timeouts for real-time requirements
**Common fixes:**
* Temporarily disable VPN to confirm it's the cause
* Add Quo to VPN bypass/split tunnel list
* Try different VPN server in same region
* Check if VPN blocks VoIP intentionally (some do)
* Use mobile data instead of VPN-protected WiFi
**VPN features to disable:**
* Kill switch (during testing)
* DNS filtering/AdBlock features
* Threat protection
* Multi-hop connections
**Causes of intermittent problems:**
* **Connection stability**: VPN connection dropping/reconnecting
* **Automatic reconnection**: Disrupting active calls
* **Server load**: VPN server congestion at peak times
* **Failover behavior**: VPN switching servers mid-call
**Stabilization steps:**
1. Disable VPN auto-reconnect during calls
2. Select specific server instead of "auto" selection
3. Monitor VPN connection stability
4. Use wired connection instead of WiFi
5. Set VPN to use TCP instead of UDP (more stable)
**Long-term solutions:**
* Upgrade to business VPN plan with SLA
* Use dedicated VPN server if available
* Configure static VPN connection
* Consider SD-WAN for business use
## Best practices
**Recommended setup:**
1. **Enable split tunneling**: Route only necessary traffic through VPN
2. **Server selection**: Choose closest geographic server
3. **Protocol choice**: Use WireGuard or IKEv2 for best performance
4. **Connection type**: UDP over TCP when available
5. **Regular testing**: Weekly quality checks
**Configuration checklist:**
* ✓ Split tunneling enabled with Quo bypassed
* ✓ Closest VPN server selected (check latency)
* ✓ Fast protocol configured (not OpenVPN TCP)
* ✓ Kill switch disabled for Quo
* ✓ DNS properly configured
* ✓ Ports 10000-20000 UDP allowed
**Monitoring recommendations:**
* Test call quality weekly
* Document working configurations
* Monitor latency to VPN servers
* Track any quality degradation
* Update VPN client regularly
**Scenarios requiring direct connection:**
* **Critical business calls**: Important meetings or customer calls
* **High-quality requirements**: Calls requiring optimal audio quality
* **Low-latency needs**: Real-time collaboration or emergency communications
* **Troubleshooting situations**: When diagnosing call quality issues
**Quick VPN toggle strategy:**
1. Set up VPN client with hotkey for quick disable
2. Disable VPN just before important calls
3. Re-enable immediately after call ends
4. Use calendar reminders for scheduled calls
5. Consider automated scripts for regular call times
**Alternative approaches:**
* Use separate device for Quo without VPN
* Configure network-based VPN bypass for Quo device
* Use mobile data for calls while computer stays on VPN
* Set up dedicated "calling hours" without VPN
## Support and escalation
**VPN environment details:**
* **VPN provider and version**: Specific software and version number
* **Configuration settings**: Current VPN configuration
* **Network environment**: Home, office, or public network
* **Connection details**: Server location, protocol used
**Issue documentation:**
* Specific symptoms with VPN active
* Test results with VPN on/off
* Error messages received
* Call quality differences
* Timing patterns
**Testing checklist:**
* ✓ Confirmed issue only occurs with VPN
* ✓ Tried different VPN servers
* ✓ Tested split tunneling
* ✓ Checked required ports
* ✓ Documented specific errors
**Escalate to Quo support when:**
* VPN configuration doesn't resolve issues
* Need help with port requirements
* Unclear if issue is VPN or Quo
* Business operations affected
**Contact VPN provider when:**
* Need help configuring split tunneling
* VPN blocks VoIP intentionally
* Protocol or server recommendations needed
* Corporate VPN policy questions
**Support coordination tips:**
* Start with VPN provider for configuration
* Contact Quo if VPN changes don't help
* Provide test results to both teams
* Document all configuration attempts
**Submit Quo support request at:** [support.quo.com](https://support.quo.com/help/submit-a-request)
## Additional resources
**Need assistance?** Submit a support request at [support.quo.com](https://support.quo.com/help/submit-a-request) with your VPN configuration details and specific connectivity issues for personalized troubleshooting help.