Spam Call Screening

Once phone calls are enabled, you can enable spam call screening to help filter out spam calls and robocalls. This can be helpful if you receive a significant amount of these types of calls at your business.

• Spam call screening automatically screens suspicious calls received from phone numbers that are not on your client list.

• If a caller is screened, they will be given a four-digit random code that they must enter before the call can be connected. If they do not enter the code, the call will not be connected.

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Enabling spam call screening

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To enable spam call screening, you must be an Admin user. Open the Settings app and go to Business Setup > Phone Numbers > Manage settings.

Enable spam call screening and select the level of filtering you’d like to use.

• Standard: Select this option to allow calls (i.e. not require a code) from callers who are known by our carrier partner, regardless of whether they have a verified caller ID. This option will screen the most obvious spam.

• Strict: Select this option to allow calls (i.e. not require a code) only from callers who are known by our carrier partner and have a verified caller ID. This option will screen more calls than the Standard option, which may cause some real callers to be screened.

To include your business name in the greeting that callers hear if their call is being screened, enable the Include business name in greeting toggle. This can help callers know they dialed the right number for your business.

You can also customize your business name if needed, which will not affect the business name in your business setup. This can be helpful if you’d like to customize the pronunciation of your business name or add a location name.

Once you’ve enabled spam call screening:

• Callers will be screened and asked to enter a code depending on the level of filtering you selected. Callers will also automatically be screened and asked to enter a code if they are not known by our carrier partner (including Unknown callers and callers with no caller ID), or if they are using a non-U.S. phone number.

• Callers who are being screened will be given a four-digit random code that they must enter before the call can be connected. They will have three attempts to enter the code correctly. If it is not entered correctly, the call will not be connected. Calls that were not connected will be visible under your Spam conversations in the Inbox app.

• Staff members can receive desktop notifications when callers are being screened, which can help increase visibility into calls that are being filtered out as spam.

Once a caller who is being screened successfully enters a code at least once, they will not be asked to enter a code again for future calls from that phone number.

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Viewing spam calls in the Inbox app

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In the Inbox app, you can view a history of all calls that were not connected after being screened. To access the Inbox app, you must be an Admin user, or you must have the Can view all conversations permission enabled in Staff Member settings.

Open the Inbox app and select your Spam conversations to view a history of all calls that were not connected. If any legitimate calls were not spam, you can manually mark the conversation as not spam.