CallHippo Knowledge Center

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How to create Attempt Manager ?

What is Attempt Manager? CallHippo's attempt manager helps your team track every call attempt made to a contact. It shows which contacts have been dialed, how many times, and what happened on each attempt. so no lead is ever missed or over-called. Note: The attempt manager is available only if your CallHippo plan includes the Auto Dialer feature. Contact your account manager if you do not see it. How to Access the Attempt Manager You can open the attempt manager in two ways: Option 1 - From...

What is TCPA Compliant?

TCPA (Telephone Consumer Protection Act) compliance helps businesses adhere to U.S. calling and messaging regulations. When TCPA compliance is enabled, CallHippo automatically restricts all outbound calls and SMS to U.S. numbers to legally permitted hours—8:00 AM to 9:00 PM (recipient’s local time). Incoming calls and messages remain unrestricted. This feature helps ensure your outreach activities stay compliant while reducing the risk of regulatory violations. How to Enable TCPA Compliance i...

What is Call Scribe, the costs associated and where can I access the call scribe?

Call Scribe is the process of converting spoken conversations from phone calls into written text. This allows businesses to review, analyze, and store call records for future reference. It helps improve customer service, track important details, and ensure compliance with company policies. Call Scribe is priced at $15 per user and can be accessed in the Call & SMS Settings section. Here are the steps: 1. Login to the CallHippo dashboard and click on the “settings” icon on top Click on “Call ...

How to download Call Recordings in CallHippo?

CallHippo allows you to download your call recordings directly from the dashboard. This feature makes it easy to keep track of important conversations, share recordings with your team, or maintain them for compliance and training purposes. Follow the steps below to download your call recordings quickly. 1. Log in to your CallHippo dashboard. 2. Click on the “Call Logs / Recordings” section visible on the left side of the dashboard. 3. The recorded calls will have the “play” button visible be...

Troubleshooting SMS Issues on CallHippo

Troubleshooting SMS Issues on CallHippo If you’re unable to send or receive SMS on CallHippo, it’s usually due to number limitations, country-specific regulations, or credit-related restrictions. Below are the most common issues, their reasons, and how to resolve them. 1. Unable to Send or Receive SMS Due to Low Credits Error message: You might miss incoming SMS due to low credits, recharge now to get SMS. Reason: Your free SMS quota has been exhausted. Solution: Add credits to your account t...

Troubleshooting Login Issues on CallHippo

If you’re having trouble logging in, check the sections below for quick solutions. Not Receiving OTP, Password Reset, or Activation Emails Possible Reasons - Email delivery delay - Emails going to spam or junk - Incorrect registered email address - Email blocked by company firewall What You Can Do - Check your spam or junk folder - Confirm you’re using the registered email address - Ask your IT team to whitelist CallHippo’s sender email - Wait 1–2 minutes and resend the OTP -...

Troubleshooting Issues with the iOS Application of CallHippo

Troubleshooting CallHippo on iOS Before troubleshooting, ensure the following: - VPN is disabled - Low Power Mode is turned off - CallHippo app is updated from the App Store - iOS version is up to date - Microphone, notifications, and background app refresh permissions are enabled If the issue continues, refer to the sections below. Login Issues If you’re unable to log in: - Verify your email address and password - Use Forgot Password if needed and reset your credentials - Cl...

Troubleshooting Issues with the Android Application of CallHippo

Troubleshooting CallHippo on Android Before troubleshooting, confirm the following: - VPN is disabled - Battery optimization is turned off for CallHippo - CallHippo app is updated from the Play Store - Android OS is up to date If the issue persists, refer to the sections below Login Issues If you’re unable to log in: - Open the CallHippo app and tap Forgot Password - Reset your password using the link sent to your email - Reopen the app and log in with the new credentials - C...

Troubleshooting Steps for Incoming Calls for Web Dialer

If you’re missing incoming calls on CallHippo, follow the steps below to quickly find and fix the issue. Quick Checks (Do These First) Before checking account settings, make sure: - Your internet connection is stable - VPNs and ad blockers are turned off - No calling or network-related browser extensions are enabled Dashboard vs Dialer (Common Miss) - Incoming calls work only when the CallHippo Dialer is open - Being logged into the dashboard alone is not enough - Ensure you’re lo...

Troubleshooting steps for outgoing calls not working for the web dialer

Troubleshooting Outgoing Calls on the Web Dialer If outgoing calls are not working on the CallHippo web dialer, follow this quick guide to identify and fix the issue. Start with the basic checks, then move to the relevant scenario below. Before You Begin (Quick Checks) Make sure that: - You have a stable internet connection - You are not using a VPN or ad blocker - No browser extensions related to calling or voice transfer are enabled Case 1: An Error Message Is Displayed “You haven’t been...

How to clear cookies, cache, and browsing history of the Chrome Browser

The browser stores the data of sites you have recently been to in files called Cookies. These cookies are stored in cache memory for quick access, which helps in loading the web pages faster. However, it is important to clear your cookies and cache from time to time so that you can have the most updated versions of websites and forms. 1. Open your Chrome browser. 2. Click on the three dots in the top left corner of your browser. 3. Click on the ‘Delete Browsing Data’ option. 4. Select the th...

Microphone Issues While Using CallHippo – Complete Troubleshooting Guide

If you're facing microphone issues with CallHippo, this guide will walk you through all possible causes and fixes—from browser permissions to system settings and physical device checks. It’s written for users of all experience levels. 1. Check Microphone Connections Ensure that: - Ensure your microphone or headset is properly connected. - If you’re using a wired device, make sure it’s firmly plugged in. - For Bluetooth devices, verify they are paired and active. - Confirm the mic is no...

How to Check Your Current Plan and Available Credits in CallHippo

Knowing your current CallHippo plan and monitoring your available credits is essential for managing your usage, understanding feature access, and ensuring uninterrupted service. This article shows you how to easily check both your subscription plan and the remaining credits in your account. - How to Check Your Current Plan Understanding which CallHippo plan you're subscribed to helps you keep track of the features available to you and evaluate whether your current plan meets your business nee...

Shared Inbox in CallHippo Dialer

The Shared Inbox in CallHippo works much like an email inbox—but instead of messages, it brings together all your unseen call activities in one place. This includes: - Missed Calls - Voicemails - Calls with Feedback (specific to your user) - Tagged Calls Think of it as a unified workspace that helps you quickly catch up on what needs your attention without digging through call logs or notifications. Key Features of Shared Inbox - Real-Time Updates: Every new activity appears here ins...

Contacts in CallHippo Dialer

The Contacts section in CallHippo makes it easy to organize and manage customer details in one place. You can quickly add a new contact by entering key information such as the full name, phone number, company name, and email address. Each contact can also have multiple phone numbers, making it convenient to keep track of all relevant details. How to create a contact in the CallHippo dialer? 1. Log in to your CallHippo Dialer. 2. Click on the 3 horizontal lines on the dialer and select the Men...

What is ‘Disclaimer’? How to use it?

The Disclaimer feature in CallHippo allows users to play a pre-recorded message during a live call. This message—also called a disclaimer—can include important information such as legal terms, call recording notices, or customer consent requests. This feature is available in limited plans. To check if it’s included in your plan, please visit our pricing page. How the Disclaimer Feature Works If the Disclaimer feature is enabled for your account, users will see a “Disclaimer” option during an ...

User Extensions: Easily Call Users Internally

A User Extension is a unique three-digit number assigned to each user or sub-user within your CallHippo account. It allows internal team members to quickly connect with one another using the CallHippo Dialer, without needing to dial full phone numbers. Why Use User Extensions? User extensions simplify internal communication by enabling: - Quick dialing: Just enter the extension on the CallHippo Dialer to call another team member. - Seamless collaboration: No need to look up or remember ful...

What is Auto Answer for Incoming Calls?

The Auto Answer feature automatically answers incoming calls from the auto dialer and CRM telephony in just 2 seconds, allowing for a seamless and efficient calling experience. This helps agents save time, maintain focus, and ensure that no important call is missed, especially in high-volume environments. Key Benefits - Instant Call Connection: Calls are picked up automatically without manual intervention. - Improved Agent Productivity: Reduces idle time and manual effort. - Enhanced Cust...

Shift Management: What is it and how to use it?

The Shift Management feature allows you to set specific working hours for each user in your CallHippo account. This ensures that calls are routed efficiently, users are only available during their designated work hours, and call activities are logged in the correct time zone. It helps improve productivity, reduce missed calls, and streamline call handling across teams. What is the “Shift Management” feature in user settings? Shift Management allows you to define working hours for individual us...

How to Restrict Incoming Calls?

How to Restrict Incoming Calls? The "Restrict Incoming Calls" is a functionality in the CallHippo user settings that, when enabled, prevents the user from receiving any incoming calls on all their devices. You can find the "Restrict Incoming Calls" toggle under the User Settings in CallHippo. It is located below the Availability module in the sidebar. Steps to enable the ‘Restrict Incoming Calls’ feature: 1. Log in to your CallHippo dashboard. 2. Navigate to the “Users and Performance” sect...

Custom Caller ID: Explanation and Setup

The Custom Caller ID feature allows you to display a different number—one that you already have access to—when making outgoing calls from your CallHippo number. What does this mean? By default, when you make a call using CallHippo, the recipient sees your CallHippo number. With the Custom Caller ID feature, you can choose to display another number that you already own and have verified. This helps increase the chances of your calls being answered and supports a consistent, professional caller ...

How do I enable/disable Missed Call Alert notifications?

How do I enable/disable Missed Call Alert notifications? CallHippo gives you the flexibility to manage your call-related alerts efficiently, including missed call notifications. These alerts help ensure you never overlook an important call, whether you're away from your device or tied up in another conversation. By enabling missed call alerts, you’ll be notified via email when a call is missed, allowing you to follow up promptly. If you prefer not to receive such alerts, you can easily disable ...

User status in the CallHippo dialer

What is User Status? User Status indicates whether a user is available or unavailable on the dialer for any reason, such as "On Lunch," "In a Meeting," or "Out of Office." This feature enhances team communication by clearly displaying availability, leading to more efficient workflow management. Where can the users check and change their status? 1. Login to your CallHippo dialer. 2. Hover over the ‘Available’ option visible at the top of the dialer. 3. You will be able to the list of availabl...

Multilingual or Multilevel IVR: Which Does Your Business Need?

Introduction: As businesses scale globally, effective call routing becomes essential for delivering seamless customer experiences. CallHippo offers two powerful Interactive Voice Response (IVR) solutions—Multilingual IVR and Multilevel IVR—designed to enhance communication across diverse customer bases. This guide explains the difference between the two IVR types, how they function, and how to set them up using CallHippo. What Is Multilingual IVR? Multilingual IVR enables businesses to inter...

How to set up the Welcome message?

A welcome message is an initial greeting presented to callers when they connect with your business through a phone system. This message serves as the first point of contact, setting the tone for the caller's experience and providing essential information or guidance. Use Cases and Importance of Welcome Messages: - First Impressions: A well-crafted welcome message creates a positive first impression, establishing professionalism and trustworthiness. - Information Dissemination: It can convey...

Why CallHippo over Aircall?

Why Choose CallHippo Over Aircall? 🚀 What Is CallHippo? CallHippo is an advanced cloud communication platform offering local & toll-free numbers in 80+ countries, 50+ powerful calling features, and 100+ integrations. It simplifies global communication with top-tier call quality, automation, and real-time analytics. What Is Aircall? Aircall is a cloud-based phone system focused on routing, analytics, and team collaboration to enhance customer interactions. ⭐ CallHippo vs. Aircall: Quick Comp...

CallHippo vs Vonage: Why CallHippo Wins

What is CallHippo? CallHippo is a cloud-based business phone system with virtual numbers, AI-powered tools, WhatsApp Business, and call analytics—perfect for startups, SMBs, and enterprises. What is Vonage? Vonage offers VoIP, video conferencing, messaging, and integrations with tools like Salesforce and Microsoft Teams. It focuses on unified communication for businesses of all sizes. Why Choose CallHippo Over Vonage? - Better Features: 50+ smart tools including AI Voicebots, Call Analytics,...

Why is there a minimum $10 charge for calling credits?

We keep a $10 minimum recharge to ensure fair and transparent pricing which includes a fixed transaction fee. Smaller top-ups would mean a large portion goes toward fees. Instead of adding hidden charges, we’ve built this cost into the pricing—so what you pay is exactly what you get. To make it even better: - Calling credits never expire - Unused balance is refundable anytime FAQs Q: Why do I need to purchase at least $10 in calling credits? A: Because payment gateway fees take a large s...

How do I enable/disable Voicemail Alert email notifications?

How do I enable/disable Voicemail Alert email notifications? CallHippo allows you to receive email notifications when someone leaves you a voicemail. This feature ensures that you never miss important messages, even when you're away from your phone or unable to take a call. If you’d like to stay informed about voicemails via email, simply enable this setting in your profile. Not interested in receiving these alerts? You can turn them off anytime. Benefits of enabling Voicemail Alert notificat...

‘Last Call Activity’ and ‘Last Called By’: Details and Differences

Yes, CallHippo provides two helpful features to give you context about recent calls: Last Call Activity and Last Called By. These are designed to help you quickly understand your recent interactions and manage calls more efficiently, whether you're working solo or as part of a team. Last Call Activity: This feature shows you the details of the most recent call made or received from a specific number. It appears on the dialer screen before you make a new call. You’ll see: - The contact name ...

What is the difference between Local Presence and Smart Switch?

What Is Smart Switch? Smart Switch is an intelligent call-routing feature within CallHippo's virtual phone system. It empowers users to maintain uninterrupted, high-quality voice calls by enabling manual or automatic switching between available telephony service providers. This ensures that calls are always routed through the most reliable network, even if the default provider encounters issues. What is Local Presence? Local Presence in CallHippo automatically shows a local number when you ma...

Capturing Call Insights: Notes & Dispositions in CallHippo

- CallHippo allows agents to take manual notes during and after calls. - While being on a call, you can find the blank space on the dialer to add notes or tags. - Or, you can add notes or custom dispositions after the call, in the 'After Call Work' segment. - This functionality enables agents to document customer requests and queries post-interaction, ensuring accurate record-keeping and facilitating effective follow-ups. - Additionally, CallHippo offers real-time call transcription, au...

Using On-Call Notes During a Call

The On-Call Notes feature allows you to add and later update important details during a live call. This helps you document key information in real-time and refine or expand on it afterward if needed. What Are On-Call Notes? On-Call Notes are text entries that users can type while on an active call. These notes are saved automatically with the call log and remain editable even after the call ends. This feature helps you: - Record important information as it’s discussed - Add or clarify poi...

What happens if I receive a call on my number while I’m on a CallHippo call from the mobile app?

If you receive a personal call on your mobile number while you're on an active CallHippo call using the mobile app, your phone will ring. The CallHippo call will stay connected, and the microphone will keep working with CallHippo-unless you answer the personal call. Here’s what happens based on what you do: - If you reject or ignore the personal call: Nothing changes. Your CallHippo call continues as normal, and the other person can still hear you. - If you mute the ringing (using the side ...

How to Set Up Your CallHippo Account as a Newly Invited Agent (Sub-User)

This guide is designed to help newly invited users (Agents) set up their CallHippo accounts quickly and easily. Once the owner sends the invitation, the Agent can activate their account by following a few simple steps. This article walks you through the entire setup process—from accepting the invitation to accessing the CallHippo dashboard. In CallHippo, a sub-user (referred to as an Agent) is added by the Admin to make and receive calls. Once added, the Agent receives an invitation link via em...

How do I enable/disable receiving email notifications?

CallHippo gives you the option to manage whether you'd like to receive general communication via email. These emails may include updates, helpful tips, promotional offers, and event-related information. If you’d like to stay informed about new features and opportunities from CallHippo, you can enable this option. Prefer fewer emails? You can turn it off at any time. To update this preference, kindly refer to the steps below: 1. Log in to your CallHippo dashboard. 2. Navigate to the “settings...

How to Set up Multiple Recipients for Invoices in CallHippo

Keeping your billing contacts up to date is essential for managing your CallHippo account smoothly. If you'd like to receive invoice copies at an alternate or additional email address, such as your finance team’s email, CallHippo allows you to easily add or update recipient addresses. This article will guide you through the steps to customize where your invoices are sent. Why Add or Update Invoice Email Recipients? - Ensure invoices reach the right people in your organization - Share billi...

Not getting the missed call notification of the iPhone application

Not seeing missed call notifications from CallHippo? Don't worry, it's a quick fix! Here are some troubleshooting steps to get those alerts back on track: - Double-Check Notifications: Head to your iPhone's Settings and tap "Notifications." Scroll down and find the CallHippo app. Make sure the toggle for "Allow Notifications" is switched on, especially for "Missed Calls." - Background App Refresh: This lets CallHippo stay updated even when minimized. Go to Settings > General > Backgrou...

Best Practices for Using CallHippo

To ensure a smooth and efficient calling experience with CallHippo, follow these best practices for setting up your account, optimizing network connectivity, managing call quality, and configuring your microphone. Account Setup - Enter Your Details: Start by entering your name, phone number, and email address. An invitation will be sent to the registered email for verification - Add Your Phone Number: Choose the number you want to use for making calls. - Download the Desktop App (Optional...

Firewall Settings for CallHippo: How to Ensure Smooth Call Connectivity

Alternate title: Unable to Make Calls from the Office Internet When using CallHippo for your communication needs, you may encounter issues with making or receiving calls due to firewall restrictions, especially in enterprise networks. This article explains the necessary steps to ensure your network is properly configured to avoid such problems. What is the Issue? CallHippo, like any VoIP (Voice over Internet Protocol) service, relies on certain network ports to facilitate communication. If yo...

How to change the profile settings?

Profile settings include the following details: - First Name: - Last Name: - User Email: - Phone Number: - Company Name: You can change these details for your account anytime using the following steps. 1. Log in to your CallHippo dashboard. 2. Navigate to the “settings or gear” icon, on top right corner of the screen and then click on >> Profile 3. To change any of the information for your profile, such as name, number, company name, etc, click on that particular information, ...

Call conference and Call Transfer: Masterguide

Contents: - What is Call Conferencing? - Key Benefits of Call Conferencing. - Its activation and charges. - Good to Know: Hold & Audio Behavior - Steps for internal and external call conferencing. - Understanding the types of call transfer: Cold/Blind and Warm Transfer. - Steps for cold transfer. - Steps for warm transfer. - Some basic queries related to Call Conference features In today’s fast-paced business environment, seamless communication isn't a luxury—it’s a necessity....

What are the benefits of Call Analytics for businesses?

What are the benefits of Call Analytics for businesses? Call Analytics can be highly beneficial for businesses in several ways: - Performance Insights: It provides detailed data on call volume, duration, status, and answer rate, helping businesses assess the effectiveness of their communication strategies. - Improved Customer Experience: By analyzing call patterns and customer interactions, businesses can identify areas for improvement, enhancing overall customer satisfaction - Enhanced D...

What are the benefits of Virtual PBX Phone System?

Virtual PBX (Private branch exchange) phone systems offer numerous benefits for businesses, especially for SMB's. If you're tired of managing a traditional phone system that consumes excessive IT resources, it's time to consider a cloud-based phone system. Here are some key advantages of a Virtual PBX (Private branch exchange) Phone System: - No need for hardware maintenance or upgrades - High reliability - Seamless scalability - Lower costs - Additional calling features - Easy inte...

CallHippo Reseller program and CallHippo Affiliate program

Expand Your Business with CallHippo’s Cloud Communication Solutions Looking to enhance your service portfolio and generate recurring revenue? Join the CallHippo Reseller Partner Program and bring powerful, cloud-based telephony solutions to your clients. Whether you're an IT service provider, business consultant, marketing agency, or entrepreneur, becoming a CallHippo reseller allows you to tap into the growing demand for virtual phone systems without any upfront investment. Why Become a Call...

What are the requirements for a headset and bandwidth to use CallHippo?

Headset & Bandwidth Requirements for CallHippo To enjoy crystal-clear calls and top-tier CallHippo performance, here are the essential requirements and smart recommendations. 🎧 Headset Requirements For the best audio quality, a headset is highly recommended. ✔ Best Practices - Use a wired 3.5mm headset for maximum stability - Ensure your microphone is tested before calling - Bluetooth & USB headsets can work, but may cause delays, dropouts, or echo ✔ Recommended Models - Jabra Evolv...

Why Is My CallHippo Number Marked as Suspected Spam?

Why Is My CallHippo Number Showing as “Suspected Spam”? If your CallHippo number appears as “Suspected Spam”, don’t worry — this is common for all VoIP providers, not just CallHippo. The good news? It’s temporary and can be fixed with a few simple steps. 🔍 Why Does This Happen? Modern phones and apps aggressively block unknown numbers to protect users. Because VoIP numbers are new or unregistered, they often get flagged automatically. Here’s who flags them: - 📱 Mobile manufacturers (Samsun...

Smart Switch: Effortless Provider Switching for Better Call Quality

Smart Switch: Seamless Provider Switching for Better Call Quality Smart Switch works silently in the background to make sure every call goes through the strongest available provider—so you can focus on the conversation, not the connection. What Is Smart Switch? Smart Switch is an intelligent call-routing feature in CallHippo that allows calls to switch between multiple telephony providers. If one provider faces issues, your call is instantly routed through another reliable option. Why Smart ...

Why Am I Unable to Sign Up with My Email Address?

Why am I Unable to Sign Up with My Email Address? If you’re facing issues while signing up, it’s usually due to one of the reasons below. We’ve simplified them to help you quickly identify what’s blocking your registration. 1. Account Doesn’t Meet Signup Criteria / High-Risk Email This means our system couldn’t verify your business as eligible. Common reasons include: - No active website linked to your business - Limited online or social media presence, making verification difficult - V...

Local Presence in CallHippo: Functionality and Setup Instructions

Local Presence in CallHippo: Functionality and Setup Instructions Local Presence allows you to display a local phone number when calling customers in different countries. If your account has both US and UK numbers, calls to US contacts will show your US number, while calls to UK contacts will display your UK number automatically. Why It Matters Customers are more likely to answer calls from familiar local area codes. Local Presence helps improve pickup rates and increases the chances of meani...

CallHippo Magic Link: Password-Free Login Explained

CallHippo Magic Link: Quick Login Made Easy What is a Magic Link? The CallHippo Magic Link is a password-free login option that lets you access your account instantly. It’s a simple and secure way to log in—perfect if you don’t want to remember passwords or need quick access. Where to Get the Magic Link You can request a Magic Link directly from the [CallHippo login page](https://web.callhippo.com/). Just enter your registered email address, and the link will be sent to your inbox within sec...

Call Status Explained: A Quick Guide to Checking It

Call Status Explained: Quick & Easy Guide Tracking call status helps you monitor call activity, identify missed opportunities, and resolve issues faster. CallHippo provides clear call status labels for both incoming and outgoing calls so you always know what happened to each call. Below is a simple breakdown to help you understand each status. --------------------------------------------------------------- Incoming Call Statuses (When customers call your team) - Completed – Call was answe...

How to Change the Email Address of Your CallHippo Account

If you need to update the email address linked to your CallHippo account—whether due to a change in your organization’s domain, switching users, or personal preference—CallHippo makes the process simple. This article walks you through the steps to change your registered email address quickly and securely, ensuring uninterrupted access to your account and communications. Important information: - Every user can update their registered email address directly from the CallHippo dashboard; this pe...

Call Scripts in CallHippo: Feature and Setup Instructions

What is a Call Script? A Call Script is a ready-made conversation guide that helps sales and support agents handle customer calls smoothly. It includes key talking points, answers to common questions, and step-by-step guidance to resolve issues effectively. Why Use a Call Script? - Ensures accurate and consistent responses across all calls. - Reduces call handling time and errors - Builds agent confidence - Delivers a more professional and seamless customer experience. Call scripts hel...

What is VoIP? A Beginner’s Guide to Internet Calling and the Rise of SaaS in Telephony

1. What is VoIP? VoIP (Voice over Internet Protocol) is a technology that lets you make voice calls using the internet instead of traditional phone lines. If you’ve used WhatsApp calls, Zoom, or Skype—you’ve already used VoIP. 2. How Does VoIP Work? VoIP converts your voice into digital data packets, sends them over the internet, and reassembles them at the other end so the listener hears you clearly. You can use VoIP through: - VoIP desk phones - Softphone apps (computer/mobile) - Web...

How to Configure Your Browser for Optimal Use with CallHippo

To enjoy smooth, high-quality calls on CallHippo, your browser setup is important. Since CallHippo uses cloud telephony and WebRTC, the right browser and permissions ensure clear and reliable calling. Recommended Browser: Google Chrome CallHippo works on all modern browsers, but Google Chrome delivers the best performance and stability due to its strong WebRTC support. If Chrome isn’t available, Mozilla Firefox is the next best option. Tip: Always use the latest browser version to avoid compa...

Call Forwarding or Forward-to-Device feature

Introduction Call Forwarding, or the Forward-to-Device feature, allows you to automatically route incoming calls on your CallHippo numbers to your personal or business phone number, ensuring that you never miss important calls, whether you're at your desk or on the move. This feature improves your availability and keeps communication seamless across devices. How Call Forwarding Works When Call Forwarding is enabled, incoming calls to your CallHippo number are redirected to a number of your choi...

Voicemail: Masterguide

Table of Contents Introduction - What Is Voicemail and Why It Matters for Your Business? - Real-Life Example: Voicemail in Action. When Are Voicemails Played? - User Conditions - Number Conditions Types of Voicemail - User Voicemail vs. Number Voicemail - The Golden Rule: Does the Call Reach the Dialer? When Does Each Voicemail Type Play? - When Number Voicemail Plays - When User Voicemail Plays - Quick Example Scenarios How to Enable Voicemail - Steps to Enable Number V...

“Hide Customer’s Number” or “Number Masking” feature

What is Hide Customer's Number? Hide Customer's Number, also known as Number Masking, is a privacy-focused feature that allows the owner account to hide actual phone numbers from other users within the system, while still enabling them to make and receive calls. When this feature is enabled, users see a partially hidden version of the number (e.g., +918*******9) instead of the full phone number. This helps protect sensitive client information while ensuring smooth calling operations across teams...

Understanding “Anonymous Caller IDs” in Incoming Calls

Understanding “Anonymous Caller IDs” in Incoming Calls Sometimes, incoming calls may show “Anonymous,” “Private Number,” or “Unknown Caller” instead of a phone number. This is common in VoIP environments and is usually related to caller privacy—not a system issue. What does “Anonymous Caller ID” mean? It means the caller’s number is intentionally hidden or not transmitted by the caller or their service provider. As a result, the number cannot be displayed. Why does this happen? - Many VoIP...

How to reset my CallHippo password?

If you've forgotten your CallHippo password or simply want to update it for security reasons, resetting your password is a quick and easy process. Whether you're locked out or taking proactive steps to protect your account, you can reset your password in just a few clicks—no need to contact support. Steps to reset your CallHippo password from the web browser: 1. Visit the CallHippo login page via: https://web.callhippo.com/ 2. Click on the “forgot password” option as visible in the screenshot...

How to check the pending and past invoices from the dashboard?

Introduction: Accessing your past invoices through the CallHippo dashboard is a quick and convenient way to keep track of your billing history. Whether you need them for expense reports, tax purposes, or simply for reference, downloading your invoices ensures that you always have the necessary documentation at your fingertips. Benefits of Downloading Invoices: - Instant Access: Retrieve your invoices anytime, directly from the dashboard, without needing to contact support. - Easy Record-Kee...

How to update the card details or payment method?

Updating your card details or payment method ensures your plan renews automatically without any interruptions. This helps avoid service disruptions due to failed payments and keeps your account running smoothly. What are the basic modes of payment accepted by CallHippo? - Debit Card (from anywhere in the world) - Credit Card (from anywhere in the world) - PayPal account Steps to update the payment method details: 1. Log in to your CallHippo dashboard. 2. Navigate to the “settings or ge...

What is Spam Watch?

Spam Watch is a solution that detects whether users' phone numbers have been marked as spam. Specifically tailored for phone numbers registered in the United States or Canada. This is offered as an optional add-on service. Utilizing Spam Watch, users can receive alerts or notifications regarding any instances of their numbers being spammed, empowering them to take necessary measures to uphold their call pickup ratio. How to purchase the Spam Watch addon? 1. Log in to your CallHippo dashboard a...

How to check, add, or remove add-ons

How to Check, Add, or Remove Add-ons in CallHippo This guide will help you understand how to check, add, or remove add-ons from your CallHippo account. Add-ons are additional features that enhance your communication experience and can be managed directly from your dashboard. What Are Add-ons? Add-ons are optional features that can be added to your CallHippo plan to enhance your account capabilities. These features are available for all paid plans and can be added anytime directly from your da...

Calling Credits: What They Are & How to Add Them

1. What are Calling Credits? Calling credits work like a prepaid balance in your CallHippo account. They are used whenever your calls or SMS go beyond what your plan covers. 2. When Are Calling Credits Used? Calling credits are required when: - You call/receive calls from countries not included in your plan - You send or receive SMS messages - You exceed your free calling minutes - You call or receive calls from premium-rate numbers - You forward calls to external numbers outside yo...

CallHippo on GDPR

Introduction The General Data Protection Regulation (GDPR) comes into force on 25 May 2018. It will introduce a number of new legal concepts and make far-reaching changes in data protection legislation. GDPR defines “personal data” as any information relating to an identified or identifiable natural person (a data subject); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, l...

Installing the CallHippo Click-to-Call chrome extension

What is Click to Call Extension? CallHippo's Click-to-Call extension is a tool that allows users to make calls directly by simply clicking on a phone number. With this extension, you can integrate CallHippo’s functionality into your browser, enabling you to call customers instantly without needing to copy and paste numbers into the dialer. It streamlines the calling process, making it especially useful for sales, support teams, or anyone who frequently interacts with phone numbers online. How ...

The dialer page is blank. How do I fix this?

The dialer page is blank. How do I fix this? Modified on: Wed, 14 May, 2025 13:10 Below are the troubleshooting steps that will help resolve this problem: Step 1. Hard reload - Press Ctrl+Shift+R (Hard reload the dialer) Step 2. Empty Cache and hard reload - Right-click on the screen and go to Inspect (Ctrl+Shift+I) - Right-click theRefresh icon > click onEmpty Cache and Hard reload Step 3. Clear Site Data - Right-click on the screen and go to Inspect (Ctrl+Shift+I) - Go to Applicatio...

How is the Standalone Dialer going to benefit me?

The Standalone Dialer from CallHippo offers several key benefits for businesses: Increased Efficiency: By automating the dialing process, it reduces the manual work for agents, helping them make more calls in less time. This boosts productivity, especially in high-volume calling environments. Better Lead Management: The dialer integrates with various CRM tools, allowing seamless data flow and better management of customer information. This helps agents personalize interactions and improve lead...

How to disable SIP ALG in netgear router?

How to Disable SIP ALG on a NETGEAR Router What is SIP ALG? Ideally, most of the commercial routers consist of SIP ALG. It stands for Session Initiation Protocol Application Layer Gateway. Its function is to prevent the issues caused due to router firewalls. It does so by inspecting VoIP traffic and if found essential by modifying it. How can it affect VoIP? Although SIP ALG is expected to help clients who have telephones on private IP addresses, much of the time it is actualized ineffective...

Webhook Creation for Speed to Dial configured with Zoho CRM

Respective Webhooks needs to be created in the Zoho-CRM to ensure the functioning of Speed to Dial: We will look into one by one webhooks in detail. Setup webhooks in Zoho CRM Step 1: Log in to your Zoho CRM account and click the Settings icon in the top-right corner. Step 2: Go to Automation > Workflow Rules. Step 3: On the Workflow Rules page, click the Create Rule button. Create a Webhook with Workflow Rules NOTE: Make sure Contact/Lead ID is added to be passed in the webhook for al...

What is Quality Analyst Role in CallHippo

What is Quality Analyst Role? The Quality Analyst (QA) is a specialized user role in CallHippo designed to help businesses monitor and assess the quality of calls made by their teams. The QA user is provided free of charge and does not count toward your user seat. However, it does not come with any of the user plan benefits included in paid user roles. The QA role is only available in select CallHippo plans. To see if your plan includes this feature, please refer to our pricing page. QA user...

Incorrect Multiple Attempt while login

In case, you encounter the below error it means that your account is blocked due to an incorrect password. To resolve this issue, you have two options: either use the Magic Link or unblock the account using the link received in your email. Step: 1 Click on the link to unblock your account instantly. Once you click the link, your account will be unblocked, and you'll be prompted to enter your email address and the correct password. Step:2 You can go to login page and click on “Magic Link” to l...

What are Promotional credits? Where can I check promotional credits added to my account?

Promotional credits are a type of credit added to your CallHippo account that can be used to reduce the amount you owe on future purchases or charges. They function like a prepaid wallet balance and are often provided as compensation or in place of a refund. How Promotional Credits Work Whenever a new invoice is generated, CallHippo will automatically apply any available promotional credits before charging your payment method. For example, if your invoice total is higher than your available pr...

Why CallHippo Wins Over CloudTalk

Choosing the right cloud phone system can transform your business. Here’s why thousands of teams prefer CallHippo over CloudTalk — and why it’s the smarter choice for your communication stack. 👇 🔥 Top Reasons Customers Choose CallHippo (Not CloudTalk) 1️⃣ 24/7 Real Human Support — No Waiting for Days CallHippo offers round-the-clock live chat + call support, and email support during business hours. CloudTalk? ❌ No 24/7 support ❌ Often takes 2–3 days to respond Your business can’t wait — and w...

What is Website Callback Button and How to enable it?

A website callback button, also known as a "call back" or "request a call" button, is a feature on a website that lets visitors ask for a call from the company or website owner. It's a way for users to leave their contact details and request a call from the company, typically for sales or support. Here's how it works: - Your customer or potential lead visits your website. - They click the callback button and submit their name, phone number, and other details. - The callback request is in...

How to integrate CallHippo with noCRM?

You can follow these steps to activate your noCRM integration with CallHippo. Go to noCRM: - Log in to your noCRM Account. - Click on the Profile icon and Go to Admin panel from the Dropdown. - Click on the API Keys in Admin Panel. - Click on Create an API Key - Enter Name and Description of your Choice and Click on Save. - A Popup will appear as shown below copy and note down the API key. Go to CallHippo: - Log in to CallHippo and go to the Integrations section. - Search noCRM in...

How to integrate CallHippo with Amazon S3?

Here we will learn the steps to integrate CallHippo with Amazon S3. 1. Firstly we need to log in to the CallHippo account and go to the integrations section 2. Now search for Amazon S3 in the integrations section and click on "Connect". 4. Enter the required details such as Access Key ID, Secret Access Key, Region, and Bucket name, and click on "CONNECT NOW". How to create a bucket? 1. Click on the "Create Bucket" button. 2. Give a name to your bucket. And keep Object Ownership to ACLs ena...

What CallHippo feature defines #Spam-Prevention?

#Spam-Prevention Call Blocking Call blocking allows you to prevent calls from certain numbers from being recorded. You can block calls from private numbers, specific area codes, or individual numbers. Blocked calls will not be routed to agents or call queues, and recording will not start for those calls. [Know more](https://support.callhippo.com/support/solutions/articles/10000060973) Auto-Rotate Auto-Rotate prevent number spamming by automatically cycling through "From" numbers, ensuring ca...

What CallHippo feature defines #controlscost?

#controlscost Price Cap Price caps limit how much businesses can charge for a product or service. It gives you predictable costs and control over your budget. [Know more](https://support.callhippo.com/support/solutions/articles/10000060973)

What CallHippo features define #increasessecurity?

#increasessecurity Access Module The access module section allows granting or restricting access to the call system on a customized basis. You can provide full, read-only, or restricted access to agents, groups, or managers as needed for their roles. Strict access control ensures the security and privacy of call data and recordings. IP Whitelisting IP whitelisting allows you to specify which IP addresses or IP ranges can access your account. Only approved IP addresses will be able to log in ...

What CallHippo features define #Increasescallconnectivity?

#Increasescallconnectivity Default Number A default number is the main contact number for your company that will route you all outgoing calls if no number has been allocated to your users. This will help to increase the call connectivity and will lead to minimum non-connected calls. [Know more](https://support.callhippo.com/support/solutions/articles/10000038976) Default Country Code The default country code setting allows businesses to set a standard country code to be automatically applied...

What CallHippo features define #increasesteamcollaboration?

#increasesteamcollaboration Tags Tags are used to categorize and organize data within a system. When applied to customer data, tags enable more efficient searching, reporting, and analytics. They provide an easy way to filter and group information. User Status The user status feature allows agents to select a status like "Available," "Away," or "Offline," which will then affect call routing. When an agent goes offline or away, calls will not be routed to them. Agents can set a status for jus...

What CallHippo features define #Increasescompliance?

#Increasescompliance Hide Number from Agent Hiding the caller's number from the agent prevents the agent from seeing the number that is calling. The agent will not know the caller's identity until the call is answered and the caller speaks. This can be useful for survey calls or other situations where the caller's number is sensitive. [Know more](https://support.callhippo.com/support/solutions/articles/10000061612) Call Recording Rights Call recording rights allow you to specify which agents...

What CallHippo feature defines #Increasescustomersatisfaction?

Auto Answer Automated call answering is enabled, eliminating the need for the agent to manually answer the call and allowing them to immediately engage in conversation. This feature is particularly useful when agents are utilizing a power dialer for outbound calls or making calls through a CRM telephony system such as Zoho PhoneBridge.[Know more](https://support.callhippo.com/support/solutions/articles/10000071645-how-to-turn-on-auto-answer-for-incoming-calls-)

What CallHippo feature defines #increasescallconnect?

Allocate Numbers Allocate numbers allows you to assign multiple contact numbers to an user. Incoming calls to those numbers will be routed to that user. Useful when you want your one specialized user to handle calls from many advertised numbers. This can be done for multiple users too in their user setting.

What CallHippo feature defines #increasesleads?

#increasesleads Website Call Button A website call button allows website visitors to click to call your company. The button can contain text like "Click to Call Us Now." When clicked, the visitor's phone will call a specific number or call queue to connect them to an agent.

What CallHippo feature defines #reducemissedcalls?

#reducemissedcalls Allocate Users/Teams Allocating users and teams allows you to assign agents and agent teams to specific call queues. Only allocated agents will receive calls from that queue. You can allocate agents to multiple queues if needed. Forward to Device Call forwarding to a device allows agents to route calls to an alternate device like a mobile phone. Agents can enable forwarding while away from their desks but still want to handle calls. The caller ID will show the main company...

What CallHippo features define #Increasesagentproductivity?

#Increasesagentproductivity Call Queue A call queue holds incoming calls until an agent can handle them. Callers wait in the queue and are connected to the first available agent. Multiple agents can handle calls from the same queue. [Know more](https://support.callhippo.com/support/solutions/articles/10000052536) Call Recording Call recording allows you to record incoming and outgoing calls for agents. Recordings can be used for quality assurance, training, or compliance purposes. [Know more...

What CallHippo features define #improvescustomerexperience?

#improvescustomerexperience IVR and Welcome Messages Customize welcome messages and interactive voice response menus to greet callers and direct them to the appropriate department or agent. Tailor options and menu selections to fit the needs of your organizations and customers. [Know more](https://support.callhippo.com/support/solutions/articles/10000002921) Voicemail Offer voicemail for unanswered calls or times when your contact center is closed so that callers can leave a message to be re...

How to integrate Salesloft with CallHippo?

Steps to perform in the Salesloft Account: Step 1- Log in to your Salesloft Account: Step 2- Go to [accounts.salesloft.com](https://accounts.salesloft.com/) and Click on "Your Application". Step 3- Click on "Create New" Step 4- Follow the steps given below to create an Application at Salesloft: - Name Your App As "Callhippo". - Enter "Redirect URI" as "[https://web.callhippo.com/oauth/callback](https://webbeta.callhippo.com/oauth/callback)". - Select "Application Type" as "private team...

How to integrate Salesforce with CallHippo?

If you are looking to activate your Salesforce integration with CallHippo, here are the steps you need to follow. The customer should have one of the below edit subscriptions in order to integrate Salesforce with Callhippo: - Enterprise Edition - Unlimited Edition - Developer Edition - Performance Edition - Professional Edition (The API should be enabled. Salesforce do not provide it by default with this account type) Steps to perform for CallHippo.com Integration: Step 1: Log in to...

How to integrate Outplay with CallHippo?

Setup Outplay Account: 1- Login to your outplay account. 2- Go to outplay, Click on the profile → go to settings → Move to Integrations and API sections → Create API Key. 3. Now Copy this credentials like Client Id, Client Secret and location. 4 - Now log in to your CallHippo account and go to the integrations tab. 5 - Select Outplay and click on the Connect button. 6- Now Popup will open to enter credentials. 7- Now enter your Client Id, Client Secret and Location then click on “Connect ...

CallHippo Terms of Use

(e) use the Service(s) to knowingly, transmit, upload, link to, send or store any virusesEffective Date: 08/04/2024 Last Updated on: 29/03/2024 These Terms of Use (“Terms”) describe the terms under which We provide subscribers access to and use of Our Service(s) (“You”, “Your”, “Yourself”). By accessing and/or using Our Service, a) You agree to be bound by these Terms and acknowledge having read the privacy policy located at [Privacy Policy | CallHippo](https://callhippo.com/privacy/). b) You ...

How to Integrate JIRA with CallHippo?

Setup JIRA Account: 1 - Log in to your JIRA account. 2 - Click on Profile Icon and Go to account settings. 3 - Move to the Security section and Click on Create and Manage API tokens. 4 - Now Click on Create API token 5 - Add the Name and Expiry(Token Cannot last Longer than a year) and click on create. 6 - Now click on the API Key tab and Copy the API Key. 7 - If a sub-user permission is set then JIRA sub-user sync with CallHippo. i - In Account Setting go to Profile and Visibility secti...

What is HIPAA Compliance?

HIPAA compliance is a living culture that healthcare organizations must implement within their business in order to protect the privacy, security, and integrity of protected health information. CallHippo follows HIPAA Compliance and ensures the privacy, security, and integrity of protected health information. CallHippo provides a feature with respect to HIPAA Compliance, where the customer can utilize the feature to erase the data automatically from CallHippo. Let's understand how this featur...

How to Enable International SMS?

If your business needs to connect with customers or teams across countries, enabling international SMS is essential. With CallHippo, you can easily activate this feature and start sending messages globally in just a few steps. This guide will walk you through the process of enabling international SMS from your CallHippo dashboard, ensuring seamless communication beyond borders. Steps to enable international SMS: 1. Log in to your CallHippo dashboard. 2. Click on the settings option visible o...

How to integrate CallHippo with Kylas CRM?

[Solution home](https://support.callhippo.com/support/solutions)[General](https://support.callhippo.com/support/solutions/10000012178) [FAQ](https://support.callhippo.com/support/solutions/folders/10000018348) How to integrate CallHippo with Kylas CRM? Modified on: Fri, 17 Apr, 2026 15:36 Setup Kylas CRM Account: 1- Log in to your Kylas CRM account. 2- Go to Settings and navigate to the Integrations section. 3- Now click on the API Key tab and Copy API Key. 4 - Now log in to your CallHipp...

Messaging Compliance for Toll-Free US/Canada Numbers

Learn how to verify your Toll-Free US/Canada numbers for messaging compliance. [Submit your US/Canada Toll-Free Number Verification here!](https://support.callhippo.com/a/dashboard) ⚠️ Please note: The deadline for registration of Toll-Free US/Canada Numbers has passed. We suggest you complete this registration as soon as possible to protect your SMS experience. This industry-wide process is jointly managed by CallHippo and our suppliers and carriers providing US/Canada Toll-Free numbers. Thi...

A2P 10DLC - Campaigns, Trust Scores, and Rate Limits

Campaigns are one of the key elements of the A2P 10DLC registration process and each phone number used for messaging must be linked to a campaign/use case. Please see the list below for the standardized use cases adopted byhttps://www.campaignregistry.com/ The Campaign Registry (TCR). You can ensure delivery of your messages by subdividing your company’s messaging into separate use cases, which identify the purpose and type of messages you expect to send from each phone number or set of phone n...

Campaign Registry Requirements for U.S. Texting

Learn more about U.S. requirements for SMS messaging campaigns. As part of the U.S. phone industry’s efforts to protect consumers and improve the delivery of legitimate text messages, organizations that send text messages to U.S. phone numbers are now required to register the phone numbers that they are using for their SMS messaging campaigns. This article provides answers to frequently asked questions about A2P 10DLC, and guidelines about registering your company. What is A2P 10DLC? These n...

How to Integrate Freshwork with CallHippo?

The followings are the steps to perform in Freshwork for Integration: Step 1. Log in to your Freshworks account. Step 2. Click on the profile icon on the top right corner and click on settings. Step 3. Now click on the API settings tab and verify the captcha. Note: Do not take the already available API key showing at the bottom of the screen. Step 4. Now copy your API key and domain name from the below screen. Step 5. Save both the API key and domain name at someplace. Example in URL - “htt...

How to integrate Entra ID SSO with CallHippo?

Activate Entra ID SSO (Formerly Azure AD) Integration with CallHippo: 1) Log in to your CallHippo account. 2) Navigate to the side menu and click on Integrations. 3) Search for Entra ID SSO and click on Connect. 4) A pop-up will appear as shown below click on the Connect Now button. 5) Once you click on the Connect Now button, your Entra ID SSO integration will be moved to In progress state. 6) Integration Settings pop up will appear as shown below Fill in the required Information to Succ...

Carrier partners SMS compliance

General adherence practice - The following are some general best practices: - Get opt-in consent from each end user before sending any communication to them, particular for marketing or other non-essential communications. - Only communicate during an end user's daytime hours unless it is urgent. - SMS campaigns should support HELP/STOP messages, and similar messages, in the end user's local language. - Do not contact end users on do-not-call or do-not-disturb registries. 1> AUSTRALI...

How to Allocate or Deallocate Numbers from an Integrated CRM

If you've connected your CallHippo account with a CRM or any third-party tool for calling and SMS activities, you may want to manage which numbers are linked to that integration. This includes the ability to allocate or deallocate specific phone numbers from the integration. Before managing number allocation, make sure your CallHippo account is already integrated with the CRM or tool in question. Once integrated, you can view and modify which numbers are connected. You have two ways to access ...

How to integrate Keap with CallHippo

In your CallHippo account 1. log in to your CallHippo account. 2. Go to the left sidebar menu and click on Integrations. 3. Select Keap and click on Connect. 4. It will open a popup as given in the image below. Here click on Connect Now 5. In the next screen you will be redirected to the Keap account login page if not logged In and if logged in then you will be redirected to allow application as below. 6. Once you login you will be redirected to the permission page. Here you need to click ...

Bitrix24 - CallHippo integration

If you are looking to activate your Bitrix24 integration with CallHippo, here are the steps you need to follow. Setup Bitrix24 App: Step 1: Log in to your Bitrix24 account. Step 2: Go to the left side panel and click on Application -> Developer resources Step 3: Click on "Other" in the pop-up window. Step 4: Click on "Local Application" in the newly opened pop-up window. Step 5: Now fill the details as given below and click on Save button. - Your application type must be Server. - I...

Troubleshooting steps if having call quality issues.

Here are a few steps: Step 1: Try to switch internet connection and try another call- If you’re using a wifi network then switch to the mobile hotspot and vice-versa. Step 2: Try to use different headphones, earphones and check. Step 4: If the issue is not resolved then you can raise a ticket. When to refer to this FAQ? - When a user complains about call quality. - When a user complains about one side voice/voice breaking / no audio/disturbance in voice or blank audio during the call...

How to update CNAM?

What is CNAM? Caller ID Name (CNAM) is a service used in telephone networks to provide the name of the calling party. The name can be a business or person, represented as a string of text no longer than 15 characters. CNAM cannot start with a number - it should begin with a letter and can only contain letters, numbers, periods, commas and spaces. Telephone carriers are responsible for populating one of several authoritative databases with subscriber data, known as CNAM repositories and collect...

Invoices are not getting delivered to email address

When to refer to this FAQ? - When user is not getting invoices in the email. Steps to Follow - Check if mail send is YES from chargebee, if it is not “YES” then edit and make it “YES” and try to resend the mail for the respective invoice.

Incoming call not forwarded to FTD number

When to refer to this FAQ? - When FTD is on but incoming call is not getting forwarded to FTD number. Steps to Follow - Check users have available credit or outgoing minutes available from chadmin by clicking on advantages. For FTD, it considers as an outgoing call so charges are applicable so if credit is less than 0 and no free outgoing minutes are there, then calls will not go to FTD. - Make a test call on the ftd number and check if the number is valid. - Check by decreasing the inc...

Holidays feature: Explanation, Use, and Guide

Setting up a holiday-specific greeting or voicemail in CallHippo ensures that your callers receive appropriate messages during holidays or office closures. Use Case for Holiday Greetings/Voicemails: Implementing holiday greetings is essential for maintaining professional communication standards. It informs clients and partners about your holiday schedule, sets expectations for response times, and can provide alternative contact methods or emergency support details. This proactive approach enha...

What is a Call Status Report?

With Call Status Report, you will now be able to view the status of all the calls including the total calls made, right on your screen. If the call is completed, it will show the status of completed calls with the country name you have called. Likewise, the status for each and every call will be displayed with the country name and total number of calls you have made in that country. There are different statuses for each and every call. - Log in to the Callhippo Dashboard. - From your dashboa...

How can I call the other team if the whole team is busy?

In CallHippo, you can create and manage multiple teams by adding sub-users under the Teams section. To ensure client calls are always answered, even when one team is busy, you can enable the Backup Team feature. This automatically forwards incoming calls to another team when the primary team is engaged with other calls. Note: At least two teams should be there to transfer the call. If you do not have another team created, you can refer to the article on ‘how to create a team’. Once you have m...

What is Skill-Based Routing?

Skill-Based Routing in CallHippo allows you to direct incoming calls to the most suitable team based on the caller's selection and the team’s area of expertise. While this feature does not require any technical setup on its own, it works in coordination with Teams and IVR (Interactive Voice Response) to streamline call handling. What is Skill-Based Routing? Skill-Based Routing ensures that each incoming call is handled by the right team—for example, directing sales inquiries to the Sales team ...

How to add members to an already existing Team?

If you’ve already created a Team in your CallHippo account and need to expand it, you can easily add more members at any time. Whether you're onboarding new employees or restructuring departments, this guide will walk you through the simple steps to add users to an existing Team, so everyone stays connected and productive. Steps to add users to an existing team: 1. Log in to your CallHippo dashboard. 2. Navigate to the ‘Users and Performance’ section and click on ‘Teams’. 3. Click on the set...

Where can I download the list of users from?

You can easily download a list of all users in your CallHippo account directly from the web dashboard. This export includes key details like name, email, availability, device forwarding status, assigned numbers, user status, and their last login timestamp. The exported file is downloaded in Excel format, making it easy to view, share, and analyze. Steps to download the list of users in your CallHippo account: 1. Log in to your CallHippo dashboard. 2. Navigate to 'Users & Performance' on the ...

How to monitor live call?

Live Calls is a feature in CallHippo that allows Admin users to monitor real-time call activities on the dashboard. This feature provides an overview of ongoing calls and enables efficient supervision of user interactions. Need for Live Calls Feature: Monitoring live calls is essential for businesses to: - Track active calls in real time. - Supervise and assist team members during customer interactions. - Improve call management and optimize workforce efficiency. - Ensure quality assura...

Reports Download Rights: Explained

Reports Download Rights: Explained In CallHippo, only Owner accounts can control which sub-users are allowed to download call reports from the dashboard. This permission ensures that sensitive call data is accessible only to authorized team members, such as Admins or Managers, who need it for performance tracking or reporting. When enabled for a sub-user, the download option becomes available in their reports section. This helps maintain data security while allowing the Owner to customize acce...

“Price Cap” or “Outgoing Call Price Limit” feature

What is the “Price Cap” or “Outgoing Call Price Limit” feature? Price Cap is a cost-control feature that allows VoIP account owners or admins to set a maximum per-minute calling rate for outgoing calls. Once this threshold is defined, the system automatically blocks any call attempt to destinations that charge more than the specified rate, helping businesses stay within budget and avoid unexpected charges. For example, if you set a limit of $0.50 per minute, users will not be able to make call...

How to enable Compliance call recording?

Here are the steps to enable Compliance Call Recording - Step 1: Log in to your account ([web.callhippo.com](https://web.callhippo.com/)) Step 2: Go to the Settings on the left panel. Step 3: Within Settings you just need to scroll down to find “Compliance Recording” as shown below. Hope this was helpful! For further queries, please contact us at support@callhippo.com

What is a Complaint Call Recording?

Compliance Call Recording is the process of ensuring that the recording of phone calls is legally compliant with various state and international laws and regulations. While recording calls can be a powerful tool for both customer support and sales reps, it’s vital to be aware of the legality of recording phone calls across various areas. This is because [call recording laws vary from state to state and country to country](https://callhippo.com/blog/telephony/regulatory-compliance-for-call-record...

Call recording rights: Explained

Call recording rights: Explained CallHippo provides a flexible way for admins to manage access to call recordings, helping maintain privacy, security, and compliance within your organization. By default, all users in the account have the ability to listen to call recordings. However, if you prefer to limit this access to only certain team members, such as managers or supervisors, you can easily do so using the Call Recording Rights feature. This article will guide you through the steps to ena...

How to name the number of your CallHippo account? And Why?

Managing multiple phone numbers across teams, regions, or campaigns can get complex. CallHippo’s Number Naming feature helps you stay organized by letting you assign clear, custom labels to each virtual number in your account. Instead of remembering phone numbers, you can name them based on their purpose—such as “Support – US”, “Sales – Q2 Campaign”, or “Marketing – EU.” This makes it easier for your team to identify numbers quickly, manage calls efficiently, and avoid confusion, especially whe...

Number allocations: Masterguide

What Does Number Allocation Mean in CallHippo? Number allocation in CallHippo refers to assigning a virtual phone number to either an individual user (agent) or a team within your organization. This determines who can make and receive calls using that specific number. What It Does: - Enables Call Usage: Allocated users or teams can make outbound calls and receive inbound calls on the assigned number. - Controls Call Access: Ensures that only authorized agents or teams handle calls from tha...

How can we delete the teams that are not required?

If you’ve created teams in CallHippo that are no longer needed, it’s a good idea to clean them up to keep your account organized and easy to manage. This article walks you through the simple steps to delete unwanted teams from your CallHippo account. Steps to delete an already created team: 1. Log in to your CallHippo account. 2. Navigate to the ‘Users & Performance’ section and then click on the ‘Teams’ option. 3. Click on the “delete” button visible in red beside the team that you want to ...

What are Webhooks?

Webhooks are a way for two different applications to talk to each other automatically when something happens. They help you connect CallHippo with other tools you use, so information can flow between them in real time—without any manual work. Simple Explanation Think of webhooks as messengers. When an event happens in CallHippo—like a call ending or a voicemail being received—a webhook can instantly send that information to another system you use, such as your CRM, helpdesk, or analytics platf...

What is call tag? How to create custom call tags?

Call Tags is a label that you can create and assign to calls or contacts for easy categorization, filtering, and retrieval. Tags help in organizing call data efficiently based on specific criteria like "Hot Lead," "Follow-up," or "VIP Client." Why Do You Need Call Tags? Call tags help businesses manage their call data more effectively. Here’s why they are important: - Quick Access & Organization – Easily locate specific calls or contacts by filtering based on tags. - Better Call Management...

Business Hours of Number: What is it and how to use it?

The Business Hours feature helps you manage call availability based on your working hours. It improves customer experience, reduces missed calls, and ensures your team stays focused during operational hours—while still handling important calls after hours. What Is the “Business Hours” Feature? This feature lets you control when your CallHippo number can receive calls. You can choose from three options: Always Open - Your number stays active 24/7 - All incoming calls are accepted at any ti...

CallHippo Notifications and Updates

Stay in the know—right from your dashboard! CallHippo delivers all important updates in one place, including new features, improvements, bug fixes, and announcements. No emails to hunt for, no updates missed—just quick, clear notifications to keep you getting the best out of CallHippo. You can view notifications of the new updates through your Dashboard itself. Follow the steps given below:- - Log in to your CallHippo Account. - Click on the Notifications button in the top right corner of y...

What Are Concurrent Calls and How Do They Benefit Your Business?

Concurrent calls refer to the number of calls your team can handle at the same time, both incoming and outgoing, using CallHippo. With CallHippo, there is no limit on concurrent calls. The number of simultaneous calls your business can handle depends entirely on how many users are added to your account. Each active user can make or receive one call at a time, so the more users you have, the more concurrent calls your system can support, without any technical restriction. Benefits of Concurrent...

How to integrate Slack with CallHippo?

If You are looking to integrate Slack with CallHippo then follow the below shown steps. Notes - Who Can Integrate: Any CallHippo user with admin permissions. - Permissions/Rights Needed: Admin access on both CallHippo and Slack is required. - Time to Sync Data: The integration is instant, with real-time synchronization of data once set up. Modules Included in the Integration - Slack Channels - Threads - Direct Messages Steps to follow Step - 1: Log in to CallHippo: Access your Ca...

How to integrate Typeform with CallHippo?

Setting up Typeform account: - Log in to your Typeform account. - Click on the select your workspace and click on New typeform card. - Click on the Start from scratch button. You can also select a form template if you would like. - Add your form name and click on the Continue button. - Here I’ve created a sample Feedback form, which collects the user’s Name, Feedback, Phone, Email. You can add any fields you would like and design them according to your requirement. The only mandatory f...

What is Machine Detection?

Machine detection is a feature that identifies whether a call is answered by a human or an automated system (such as a voicemail or an answering machine). It plays a crucial role in both call forwarding systems and auto dialers, optimizing call handling in different scenarios. 1. Machine Detection in Call Forwarding - When a call is forwarded, the system will automatically detect if an answering machine is present. Instead of the machine's voicemail, it will play the voicemail set in CallHipp...

How to Generate the REST API Key in CallHippo?

What is a REST API Key? A REST API Key is a unique authentication token that allows users to securely connect CallHippo with other applications, enabling seamless data exchange between platforms. Why Do You Need to Generate a REST API Key? Generating an API key is essential for: - Integrating CallHippo with CRM, helpdesk, or other third-party applications. - Automate call logs, recordings, and reports to streamline workflows. - Accessing CallHippo’s API services for real-time data excha...

Power Dialer vs. Parallel Dialer vs. Speed to Dial

Power Dialer vs. Parallel Dialer vs. Speed to Dial Feature Power Dialer Parallel Dialer Speed to Dial Dialing Speed Moderate – Dials one number at a time after the previous call ends. Fast – Dials multiple numbers simultaneously based on agent availability. Instant – Calls are auto-initiated based on CRM triggers. Dialing Method Calls are made when an agent is available, one at a time. Uses AI to predict agent availability and dials multiple numbers simultaneously. Calls are triggere...

Difference Between a Welcome Message and an IVR

1. Definition Welcome Message: A pre-recorded greeting plays when a caller dials your business number before the call is connected to an agent or IVR system. IVR (Interactive Voice Response): An automated phone system that interacts with callers using pre-recorded voice prompts and keypad inputs to route calls to the right department or agent. 2. Use Case & Importance Welcome Message: - Use Case: A welcome message creates a professional first impression and informs callers about your busi...

Port your number into CallHippo: Process, timeline, and charges

What Is Number Porting? Number porting (also called phone number portability) lets you move your existing phone number from one service provider to another without changing the number. This makes it easy to switch to CallHippo for better features or pricing—while keeping your current number active and your customer communication uninterrupted. ✔ No change in contact details ✔ Smooth transition ✔ No disruption to business calls CallHippo offers number porting, allowing you to upgrade your com...

How to retrieve previous call details from the activity feed?

Why Do You Need to Retrieve Call Details? (Use Cases) - Call Follow-ups – Check past call details before reconnecting with a customer. - Issue Resolution – Review previous conversations to understand customer concerns. - Billing & Compliance – Verify call records for invoicing or regulatory purposes. - Quality Monitoring – Analyze past calls for performance evaluation and training. - Dispute Resolution – Retrieve call logs to resolve misunderstandings with customers. To retrieve previ...

How to receive reports on email?

CallHippo provides detailed call reports that track the total call history of all users within an account. These reports can be automatically sent via email on a daily, weekly, or monthly basis, helping businesses monitor performance and call activity efficiently. How to Enable Email Reports in CallHippo: Follow these steps to enable call reports via email: - Log in to your CallHippo dashboard at[web.callhippo.com](https://web.callhippo.com/). - Navigate to Settings > Email Reporting &g...

How to tag calls in the web app?

What is Call Tagging? Call tagging is a feature that allows businesses to categorize and label calls with specific tags or keywords. This helps in organizing calls efficiently, making them easier to track, review, and analyze. In CallHippo, users can tag calls by adding: - "@" to mention users or teams. - "#" to assign custom-created tags. To efficiently tag calls and enhance call management in CallHippo, follow these steps: - During an Incoming or Outgoing Call: - Locate the Notes secti...

Post Call Survey: Defination, Benefits and Steps To Enable

A post-call survey is a mechanism that allows businesses to gather immediate feedback from customers following an interaction. Typically conducted through Interactive Voice Response (IVR) systems, these surveys present callers with predefined questions, enabling them to provide insights into their experience. This real-time feedback is crucial for assessing service quality and identifying areas for improvement. Importance in VoIP Software: Integrating post-call surveys into VoIP systems offers...

What are Audit Logs?

What are Audit Logs? The Audit Logs section in CallHippo provides a comprehensive record of all user activities and administrative actions performed within your account. It helps the Owner, Admin, and Dashboard User role users of the account to maintain transparency, monitor user behavior, and ensure security by tracking every key action, such as logins, number changes, user additions, and system modifications. You can easily access the Audit Logs from the Settings menu on your dashboard to re...

Plan and Billings

Cancellation

Dialer Section

Call, SMS/MMS logs and Call Reminder

Integration

User & Performance

Number Group

Report Section

Numbers and DID

Release Notes

General

CallHippo App

Intelligent Analytics

Phone Numbers

Business Phone Features

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Telephony Features