Funnel Guide for Phone & Calls

Table of Contents:

A2P Registration - Part 1 | Profile

A2P10DLC is App to Person 10 Digit Long Code.

In the US anyone texting a person from an application (such as Switchboard Funnel), must register their campaign through the phone carriers and receive the A2P10DLC for that number.

This video covers part 1 of the process — up until carrier review and approval is required.

A2P Registration - Part 2 covers how to register a messaging campaign once you've received your A2P10DLC from the carrier.

Setting found in:

Menu —> Phone —> Trust

Legal Note:

EIN (Employer Identification Number) is required in order to register more than 1 number to your account. If you select "No EIN" you will only be able to register 1 phone number.

*Top of Page*

A2P Registration - Part 2 | Message Campaign

Refer to A2P Registration - Part 1 above first for profile registration help.

*Top of Page*

Best Phone Practices Guide

Phone Reputation - Quick Action Guide:

While the “Phone Reputation and A2P Best Practices: Complete Guide” provides an in-depth breakdown, this quick action version is designed to give agents a simplified reference for the key steps and resources they can try first to help register or improve their phone numbers, protect their phone reputation, and continue calling and texting when their Engagement Platform is down.

Free Actions:

• ✓ Verified business identity: Your business name, EIN, and address must match across your Quility account, carrier registrations, and any business identity programs you enroll in. Inconsistencies cause registration failures.

• FreeCarrierLookup: Identifies what carrier a given phone number belongs to. Useful when you need to know which carrier to contact. freecarrierlookup.com

• ValidNumber: Another carrier lookup tool. Cross-reference with FreeCarrierLookup when results are unclear. validnumber.com

• Register your numbers: Do not wait to get flagged. Registering your numbers with carrier reputation systems proactively tells those systems your number belongs to a legitimate business. This does not guarantee you will never be flagged, but it significantly lowers the risk and makes disputes easier to resolve.

Paid Options:

• Hiya Connect Branded Call: Paid upgrade. High-impact for iPhone and AT&T reach. Goes beyond free number registration: your business name, logo, and reason for calling appear on the recipient's screen. Covers AT&T, iPhones, and Samsung devices. Case studies report an average 37% increase in answer rates. Verizon support is rolling out. hiya.com/products/connect
• First Orion Branded Call: Paid. Covers T-Mobile and Sprint customers. First Orion powers T-Mobile's call analytics and Branded Call program. Where Hiya covers AT&T and iPhones, First Orion covers T-Mobile. Complementary to Hiya for a full branded calling stack. firstorion.com
• Caller ID Reputation: Real-time monitoring dashboard. Monitors your numbers across carrier analytics platforms and alerts when a number gets flagged. Shows exactly which analytics engine flagged it so you can target your dispute directly. calleridreputation.com

3rd Party Solution:

The Spam Hammer: Checks your number against multiple carrier reputation databases and provides a report on current flag status. A good first stop for a full audit. thespamhammer.com

Business Identity:

D-U-N-S Number (Dun & Bradstreet): Recommended: Yes. A D-U-N-S number is a free, publicly verifiable 9-digit business identifier from Dun and Bradstreet. It strengthens your brand registration profile for A2P and carrier reputation programs. Free and takes a few business days to process. www.dnb.com/en-us/smb/duns/get-a-duns

Apple Business Register: Recommended: Yes, especially if iPhones are your biggest problem. Apple maintains its own caller identity system for iPhones, separate from carriers. Through Apple Business Register, your business name and logo display when you call, rather than just a number. This directly addresses Apple's iOS-native call screening. register.apple.com

Business Identity Checklist:

✓ Obtain your EIN (Employer Identification Number) from the IRS: Required for most A2P brand registrations. Free and instant at irs.gov. Use this consistently everywhere.

✓ Register for a D-U-N-S number: Free at dnb.com. Strengthens brand identity for A2P and carrier reputation programs.

✓ Register with Apple Business Register: Directly addresses iPhone call screening (iOS native). Free. Takes a few days to review.

✓ Use a consistent business name across all registrations: Your name on your Quility account, carrier registrations, D&B, and Apple should all match. Even minor variations cause registration mismatches.

✓ Use a business address, not a P.O. box where possible: Some registry systems give lower trust scores to P.O. boxes. A physical or registered agent address is preferred.

Workarounds:

Always have a backup plan before you need it. Platform outages and spam flags both happen without warning. Setting up backup options in advance means you can keep working rather than scrambling while leads go cold.

1. Use Your Cell Phone: For voice calls, your personal cell is always available as a fallback. If your Engagement Platform is down, call directly from your cell. Keep your personal call volume reasonable; calling dozens of leads from your cell in a single day can eventually flag that number too.
2. Google Voice Number: Google Voice gives you a free, dedicated phone number separate from your personal cell. Not designed for high-volume outreach and should not replace your Engagement Platform for campaign messaging, but useful for individual calls and texts. voice.google.com
3. Secondary Business Number: If you regularly encounter flagging, acquire a secondary registered business number through a VoIP provider (Twilio, Vonage, or Grasshopper) as a permanent standby. Register it with all carriers before you need it. Rotate it in when your primary is under dispute.
4. Email While Your Engagement Platform Is Down: If your Engagement Platform is unavailable, a well-crafted personal email keeps momentum going. Keep it short, reference their request, and include your call-back number.

If Your Number Is in Phone Jail:

"Phone jail" refers to a number flagged so heavily that most calls are silently blocked or go straight to a spam label. Work through these steps in order.

1. Stop high-volume outreach from that number immediately. Continuing to call from a flagged number makes the reputation worse and delays recovery. Shift all outreach to your backup number while the dispute process runs.
2. Run the number through The Spam Hammer. Identify exactly which carriers and systems have flagged it so you know who to contact.
3. Submit dispute requests to each flagging carrier. Use the template from Section 5. Submit to T-Mobile/First Orion, AT&T/Hiya, and Verizon as applicable. Call Apple at 800-275- 2273 if iPhone users are affected.
4. Wait 5 to 14 business days. Carrier updates are not instant. Document the date you submitted each dispute. Follow up if you have not seen a change after 14 days.
5. After recovery, register the number proactively. Once the flag is cleared, register with all carrier reputation registries in Section 6 so it has positive standing on record going forward.
6. If recovery fails, consider retiring the number. Numbers with severe, repeated flagging histories sometimes cannot be fully rehabilitated. A new registered number, started with proper business identity, will outperform a damaged one.

*Top of Page*

Blocked by Carrier: How to Register Phone Number

Register Phone Number:

Agents can resolve problems with a blocked dialing number by registering their number.

Agents with EIN:

• If you have an EIN, should be sure to choose the EIN path when completing A2P10DLC registration.

• If your phone number is already A2P registered without EIN, you can complete a second registration with your EIN to solve the carrier blocking issue.

• This registration process with your EIN allows you to join Stir Shaken and meets one of T-Mobile's requirements for incoming calls.

Agents without EIN:

If you don't have an EIN you can get your phone number approved by carriers by registering with both of these free registry services:

• https://freecallerregistry.com/

• https://firstorion.com/register-your-number/

It often takes two to three days for the registration to process, and for call connection with T-Mobile customers to be fully enabled.

*Top of Page*

Record a Voicemail

*Top of Page*

Call Log Guide

Call Log:

How users review outbound and inbound phone calls, filter the Call Log by workspace, and jump from a logged call to the Contact's Lead Card.

Purpose:

Phone calls, both outbound and inbound, are recorded in the Call Log, which can be accessed by clicking the phone icon in the top-right corner of the menu bar. This guide covers filtering the Call Log and opening a Contact from a logged call.

STEP 1   Open the Call Log

Click the phone icon in the top-right corner of the menu bar.

The Call Log, opened from the phone icon in the menu bar.

STEP 2   Filter the Call Log

Calls can be viewed using the following filters: All, Sales, or Recruiting. Each option filters the list of calls accordingly. When viewing calls using the All filter, a label displays next to the Contact's name identifying their Contact Type, Sales or Recruiting.

Call Log Filters, Contact Type Label, and Call Direction Label.

STEP 3   View a Lead from the Call Log

Click the Lead Name from the Call Log to view the Lead Card. The User is also directed to the correct Workspace where the Contact exists.

Selecting a Lead Name from the Call Log opens the Lead Card and correct Workspace.

Quick Recap: Call Log Guide

• The Call Log is opened from the phone icon in the menu bar.
• Filter by All, Sales, or Recruiting to focus on a specific workspace.
• The All filter labels each call's Contact Type so mixed results stay easy to scan.
• Clicking a Lead Name opens the Lead Card and routes to the correct Workspace.

*Top of Page*

Schedule Call Guide

Schedule Call:

How users set an internal reminder to call a Contact at a specified day and time, and how In-App reminders surface in To-Dos.

Purpose:

Users can schedule an internal reminder to call a Contact at a specified day and time. This guide covers opening Schedule Call from the Lead Card, setting the day, time, and method, and finding the reminder afterward in To-Dos.

STEP 1   Open the Lead Card

Click on the desired Contact to view the Lead Card and access the Schedule Call feature.

A Contact's Lead Card, where Schedule Call is accessed.

STEP 2   Click Schedule Call

From the Lead Card, click the Schedule Call button. A box displays, allowing the User to enter the specific day, time, and method for the call reminder.

The Schedule Call button on the Lead Card.

Setting the day, time, and method for the call reminder.

STEP 3   Confirm the Reminder

Once the call is scheduled, a confirmation displays with the selected date and time. Click any other link or button to proceed.

Confirmation of the scheduled call reminder.

STEP 4   Find the Reminder in To-Dos

If In-App is selected, the Contact and Scheduled Call display in the To-Dos feature. Select To-Dos on the left navigation menu, then select Calls.

The scheduled call listed under To-Dos, Calls.

Quick Recap: Schedule Call Guide

• Schedule Call is opened from a Contact's Lead Card.
• Set the day, time, and reminder method before confirming.
• In-App reminders surface under To-Dos, Calls, so nothing gets missed.

*Top of Page*

Schedule Appointment or Interview Guide

Schedule Appointment or Interview:

How users schedule a Sales Appointment or a Recruiting Interview from a Contact's Lead Card, and where scheduled items surface afterward.

Purpose:

A user can schedule an Appointment (Sales) or an Interview (Recruiting) using the Schedule Appointment button inside a Contact's Lead Card. This guide covers opening the scheduler, choosing a time, completing the appointment details, and finding scheduled items on the calendar and Dashboard afterward.

STEP 1   Open the Contact

Click on the preferred Contact.

Selecting a Contact to open its Lead Card.

STEP 2   Click Schedule Appointment

The Schedule Appointment button on the Lead Card.

STEP 3   Choose the Appointment Time

Choose the appointment time by clicking the box for the corresponding date and time.

Selecting a date and time for the appointment

STEP 4   Complete the Appointment Details

Complete the appropriate appointment information. Select Schedule once completed.

• Clicking Notes adds saved notes from the Notes section for the Contact.
• Clicking Data adds the contact information of the Contact.

Completing appointment details, with Notes and Data shortcuts available.

STEP 7   Find It on the Dashboard

Appointments also show under Your Business At a Glance. Interviews also show under Interviews Scheduled.

• Click the Appointment or Interview to open the Contact's Lead Card.

Appointments under Your Business At a Glance. Interviews under Interviews Scheduled.

Quick Recap: Schedule Appointment or Interview Guide

• Schedule Appointment is opened from a Contact's Lead Card.
• Sales users schedule Appointments; Recruiting users schedule Interviews, using the same flow.
• Notes and Data shortcuts pull existing Contact detail into the appointment automatically.
• Scheduled items appear on the calendar and, for a quick glance, on the Dashboard.

*Top of Page*

Download & Import Phone Contacts Guide

Download & Import Phone Contacts:

How users export contacts from a phone's native address book, convert them to CSV, and import them into the platform as tagged, filterable, and message-ready Contacts.

Purpose:

Contacts can be downloaded from a user's phone contact list, converted to the proper CSV format, and imported into the platform for engagement. This guide covers exporting contacts from Google, Samsung, and Apple devices, converting the export to CSV, importing it as Leads, and organizing the new Contacts with Tags and Custom Filters so they are ready for outreach.

PART A. Export Contacts From Your Home

Choose the method below that matches your device.

 Google / Samsung

1. Open the Contacts app.
2. Tap the menu icon (three lines) or Fix & manage at the bottom of the screen.
3. Select Export to file.
4. Choose the account(s) you wish to export contacts from.
5. Tap Export to .VCF file.

Samsung Galaxy Device

1. Open the Contacts app.
2. Tap the menu icon (three lines) in the top left corner.
3. Go to Manage contacts.
4. Tap Export contacts.
5. Choose where to save the file (Internal storage or SD card) and tap Export.

Computer (via Web Browser)

If you prefer to export your contacts directly to a PC or Mac, you can use a web browser.

1. Ensure your contacts are backed up to your Google account on your phone (Settings > Google > Settings for Google apps > Google Contacts sync).
2. Go to Google Contacts on your computer and log in with the same account.
3. Click Export on the left menu.
4. Choose your preferred format (Google CSV or vCard/VCF) and click Export.

Apple / iCloud

1. Go to iCloud Contacts on a web browser and sign in with your Apple ID.
2. Click the gear icon in the lower-left corner and select Select All.
3. Click the gear icon again and choose Export vCard to download the .vcf file to your computer.

PART B. Convert And Import Your Contacts

Once a .vcf file has been exported, it must be converted to CSV, prepared with a Lead Type, and imported before the Contacts can be organized and messaged.

STEP 1   Open an Online vCard Converter

Open an online vCard converter, such as vCard to CSV Converter or Aconvert.

An online vCard to CSV converter.

STEP 2   Upload and Convert to CSV

Click Add Files and select the downloaded .vcf file, then select CSV from the Document Format list.

Selecting CSV as the output format for the converted file.

STEP 3   Download and Open the CSV

Download and open the newly created CSV file.

Downloading the converted CSV file.

Click Compress File.

Click on the Compress File link to download the CSV file.

STEP 4   Add a Lead Type Column

Open the downloaded CSV file, add a new column called Lead Type, and name the type of lead.

The new Lead Type column added to the CSV.

STEP 5   Import Leads

Select Import Leads.

The Import Leads option.

STEP 6   Choose Lead Type and Lead Status

Choose the preferred Lead Type and Lead Status for the imported Contacts.

Choosing the Lead Type for the import.

Choosing the Lead Status for the import.

STEP 7   Update Auto-Mapped Fields

Review and update the Auto-Mapped fields so each CSV column lines up with the correct platform field.

Reviewing the Auto-Mapped fields before completing the import.

STEP 8   Create a New Tag

Open a contact and create a new Tag, for example Warm Market.

Creating a new Tag from a Contact.

STEP 9   Apply the Tag to Contacts

Select the imported contact(s), click Tag, and select the created tag.

Select Contact(s) and apply the created Tag.

STEP 10   Filter by the New Tag

Click Add Filter, select Lead Tags, and choose the created tag.

Selecting Lead Tags as the filter criteria and choose the created Tag as the filter value.

STEP 11   Save the Filter

Add Filter Name and Click Save.

Naming and saving the Tag filter as a Custom List.

STEP 12   View the Filtered List

Click the view list button to view the list of Contacts and take the preferred action.

The saved list, ready to view or dial.

STEP 13   Create a Text Template

Select Templates > Text and click New Text.

Creating a new Text Template.

STEP 14   Save the New Template

Create the New Text Template, for example a DTC Template, and click Save Template.

Drafting and saving a new Text Template.

STEP 15   Send the Template as a Bulk Action

Select Custom List > Contact(s) > Text, then select the newly created Text Template.

Sending the saved Text Template as a bulk action to a Custom List.

STEP 16   Follow TCPA Compliance for First Contact

First-contact messages to imported Contacts must remain TCPA-compliant.

A TCPA-compliant message template for first contact.

STEP 17   Send the Template to an Individual Contact

Click on the Contact's Lead Name from the Dashboard. Select the Template icon, choose the Template, and click Send.

Sending a saved Template to an individual Contact from the Dashboard.

Common Errors to Check:

• The .vcf export was not converted to CSV before attempting to import.
• A Lead Type column was not added before import, or was left blank for some rows.
• Auto-Mapped fields were not reviewed, causing columns to map to the wrong platform field.
• First-contact messages sent without following TCPA-compliant language.

Quick Recap: Download & Import Phone Contacts Guide:

• Export contacts from your phone as a .vcf file using the method for your device.
• Convert the .vcf file to CSV and add a Lead Type column before importing.
• Import as Leads, set Lead Type and Status, and confirm the Auto-Mapped fields.
• Tag the new Contacts, filter and save a list by that Tag, then message individually or in bulk.
• Keep first-contact messaging TCPA-compliant.

*Top of Page*