Calls

Calls inside Propfusion: colleagues, clients and AI

Call a colleague by voice or video from PropFusion Chat. Connect your company's own phone system, so agents call clients from the lead on the company number and each call is saved on the lead, with missed-call follow-ups and recordings only the roles you choose can hear. And in the web CRM, call PropFusion AI and talk to it live.

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  • One-to-one voice and video calls with colleagues
  • Connects to Yeastar, 3CX, Exotel, Telnyx or a webhook
  • Company-line calls logged on the lead
Propfusion CRM: Calls page with calls made, connected rate, talk time, missed calls, a by-agent table and recordings to play or download

Three kinds of call

Colleagues, clients and AI, in the workspace you already use

Each kind of call has its own place in Propfusion. Here is what each one does.
  1. 01

    Call a colleague

    Start a one-to-one voice or video call from your direct chat in PropFusion Chat, in the web CRM or in the Propfusion app with the latest app update.

  2. 02

    Call a client on the company line

    Connect your own phone system or calling provider. Agents call from the lead in the web CRM, and each company-line call is saved on it.

  3. 03

    Call PropFusion AI

    In the web CRM, talk to PropFusion AI live. It can open pages and fill in form fields for you to check.

01 · Colleagues

Voice and video calls with your team

Call a colleague straight from your direct chat in PropFusion Chat. In the web CRM, their incoming call shows on whatever page you have open, so you can answer it without leaving the lead you are working on.

  • Mute, turn your camera on or off, or shrink the call to a small window and keep working
  • Turn your camera on during a voice call and it becomes a video call
  • Share your screen from a desktop browser
  • In the app, switch between speaker, earpiece and Bluetooth
  • A Calls tab lists your calls with colleagues, with missed calls in red and one-tap call back

In the web CRM now, and in the app with the latest app update (version 1002.3.99 and later). Calls are one-to-one; group calls and team meetings are coming soon.

Propfusion app: Chat Calls tab with voice and video calls between colleagues, missed calls in red and call-back buttons
Call history with colleagues, with one-tap call back.

02 · Clients

Your company phone line, connected to every lead

Connect the phone system or calling provider your company already uses. The provider account and its numbers stay your own; Propfusion logs each call on the lead, follows up the missed ones and controls who hears the recordings.

  • Yeastar
  • 3CX
  • Exotel (India)
  • Telnyx (outside the UAE)
  • Any phone system that sends signed call events

  • 5

    phone-system connectors

  • 20 s

    default talk time before a call counts as connected (you set 5 to 120 s)

  • 10 min

    lifetime of each recording playback link

  • 30–730

    days to keep recordings, set by you (180 by default)

  1. 1Connect

    Set it all up on one Telephony page

    Admins manage company and tracking numbers, each agent's line, business hours and the recording notice, call limits and a do-not-call list from one Telephony settings page.

    Propfusion CRM: Telephony settings with a Yeastar phone system connected and company numbers, hunt groups, agent lines and tracking numbers

  2. 2Call

    Call from the lead, on the company number

    In the web CRM, an agent clicks 'Call via company number' on a lead. Propfusion rings the agent's phone first, then the client, and the client sees a company number instead of the agent's own mobile. The app's call sheet shown here is coming in the next app update.

    Propfusion app: Call sheet to pick the caller ID the client sees and call through the company line

  3. 3Log

    Each call on its lead, and missed calls followed up

    Company-line calls, and portal tracking-number calls the portal's API has confirmed, are saved as one record per call on the right lead. A missed call alerts the agents it rang and adds a call-back follow-up for the lead's owner. If nobody calls back in time, the team leader is alerted.

    Propfusion CRM: A lead's Calls section listing connected, voicemail and no-answer calls with Play, Download and hold buttons

  4. 4Listen

    Recordings play on the lead

    Recordings made by your phone system, or provided by a portal, are copied into your company's private storage and play on the lead through links that expire after 10 minutes. This works on the web today; the app's Calls card shown here is coming in the next app update.

    Propfusion app: A lead's calls with a recorded company-line call, a voicemail and a no-answer attempt

  5. 5Control

    You decide who can listen

    Each role is set to hear its own calls, its team's or all calls, and you choose who may download or delete recordings. Every play, download, deletion, legal hold and erasure is logged.

    Propfusion CRM: Recording access log of plays, downloads, legal holds, deletions and erasures with who, when and which lead

Screens show the Propfusion Demo Realty sample workspace. All people, listings and numbers are fictional.

03 · PropFusion AI

Talk to PropFusion AI, out loud

In the web CRM, click Call PropFusion AI and talk to it live. Ask a how-to question out loud, and it can open the right page, point to the button and fill in the form for you to check.

Web CRM only: the PropFusion AI assistant and its voice calls are not in the mobile app. PropFusion AI uses outside AI providers, which receive the text of your conversation.

  • Live captions

    Captions appear on screen as you talk.

  • Interrupt by speaking

    Cut in at any point simply by talking. No button to press.

  • It shows you where

    During the call it can open pages, point to buttons and fill in form fields for you to check.

  • It stops before the final click

    It never presses save, send, submit or delete buttons on a page. You press those yourself.

  • Four languages

    English, Arabic (UAE), French and Russian.

  • Speech to text

    Whisper, running on PropFusion's own server, turns your speech into text. If it is busy or unavailable, your browser's own speech recognition takes over.

Also included

The practical details

The settings and reports that come with staff calls and the company line.

  • Call figures by agent

    The Calls page shows calls made, connected calls, connection rate, talk time, missed calls and the median call-back time, with a breakdown by agent.

  • Connected means a conversation

    A call counts as connected only when its talk time passes your threshold: 20 seconds by default, adjustable from 5 to 120.

  • Export to Excel

    Export the list of calls to Excel for your own reporting.

  • Call limits and do-not-call

    Set allowed countries, calling hours, and per-lead and per-agent caps, and keep a do-not-call list.

  • Hours and recording notice

    Set your business hours and the recording notice for company lines on the same Telephony page.

  • Retention and legal hold

    Choose how long recordings are kept, from 30 to 730 days (180 by default), and put a recording on legal hold when it must stay.

  • Staff calls on or off

    Calling between colleagues is on by default for every company. A manager with staff-management rights can switch it off under 'Allow calls' in Chat settings.

  • Calls in the chat history

    Each call with a colleague also shows in the chat as a line, such as 'Missed voice call'.

  • WhatsApp voice calls

    On a WhatsApp Business API number, once Meta turns calling on for it, agents can answer and make WhatsApp voice calls in the web WhatsApp inbox, each logged with time, duration and agent. They are not recorded, video is not supported, and availability on UAE networks is limited.

FAQ

Calling questions

Do we need our own phone provider?

Yes. Propfusion connects to the phone system or calling provider your company already has: Yeastar, 3CX, Exotel (for India), Telnyx (for outside the UAE) or any phone system that sends signed call events. The provider or phone system account, and its numbers, are your own.

Can we hold group calls or team meetings?

Not yet. Calls in PropFusion Chat are one-to-one between two colleagues. Group calls and team meetings are coming soon.

Which calls are recorded?

Company-line calls have a recording when your own phone system records them; Propfusion copies that recording onto the lead. Portal recordings are copied in when the portal provides them. Calls between colleagues in PropFusion Chat are not recorded, and neither are WhatsApp voice calls or calls made from a phone's normal dialler.

Who can listen to a recording?

Each role is set to hear its own calls, its team's or all calls, and you choose who may download or delete recordings. Playback links expire after 10 minutes, and every play, download, deletion, legal hold and erasure is logged.

Is calling in the mobile app?

Voice and video calls with colleagues arrive in the Propfusion app with the latest app update (version 1002.3.99 and later). The lead's Calls card and 'Call via company line' are coming in the next app update; on the web, click-to-call and recordings are available now. PropFusion AI voice calls are in the web CRM only.

Does a call count as the agent's response to a new lead?

Not by default. A Call or WhatsApp tap, or a call on the company line, does not stop a lead distribution plan's response timer. The timer stops when the agent adds a note or a follow-up or sets a future reminder, or when the lead's stage changes. Call and WhatsApp taps do count as action in the Response & Health report.

Related features

Bring your calls into Propfusion

Book a live demo to see staff calls, the company line and PropFusion AI calls, or start a free trial.

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