Phone and dialer on the HoopAI mobile app

The Phone module in the HoopAI mobile app keeps you connected with contacts wherever you are. Place and receive calls, use guided call scripts, enable local presence dialing to improve answer rates, log call dispositions, transfer inbound calls to teammates, and manage voicemail — all without leaving the app. From the navigation, tap the Phone icon to open the dialer.

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The dialer

The dialer has three tabs:

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Dial pad

Enter a phone number manually using the keypad and tap the call button to dial. Use the dropdown to choose which of your account’s phone numbers will be used as the caller ID for outbound calls.

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Contacts tab

Tap the Book tab to search for contacts by name, phone number, or email. Contacts without a phone number appear greyed out and cannot be dialed.

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Recents tab

Tap the Recents tab to see a list of recent incoming and outgoing calls. Tap the information icon next to any contact to set DND, send a message, or call back.

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Local presence dialing

Local Presence Dialing automatically displays a phone number that matches — or closely aligns with — the recipient’s area code. This significantly increases answer rates and strengthens first impressions.

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Call scripts

Call scripts display guided talking points during an active call — helping agents stay on message, handle objections, and follow a proven structure. Setup: Create call scripts first in Settings > Phone System > Call Scripts on the desktop platform. Using a script during a call:

1. Start a call with a contact
2. Tap the Scripts icon in the call toolbar
3. If multiple scripts exist, use the script switcher to select the correct one
4. Follow along step by step
5. Minimize the script when done to return to the full toolbar

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During a call

While on an active call, the toolbar gives you quick access to:

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Call details

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After a call

The Call End screen provides one-tap access to:

• Notes and follow-up tasks
• Calendar scheduling
• Tags and contact profile
• DND and messaging
• Callback initiation

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Custom call dispositions

After ending a call, you may be prompted to select a call disposition — a label describing the outcome (e.g., “Left voicemail”, “Connected”, “Not interested”). Dispositions help trigger automations and maintain consistent call documentation across your team.

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Inbound call transfers

When you receive an inbound call, you can transfer it to another team member mid-call.

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Multi-location incoming calls

If your account spans multiple locations, the Multi-Location Incoming Calls feature ensures calls are received across all your accounts — so your team never misses a lead regardless of which account they are currently working in. Configure in the mobile app’s settings under Inbound Calls.

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Voicemail

Missed calls with voicemails appear as a notification and in the Conversations inbox. Tap a voicemail message to play it directly in the app.

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SIM-based calling from the mobile app

In addition to VoIP calling through the app, you can place calls using your device’s native SIM card:

• SIM calling routes the call through your phone’s cellular network instead of the internet, which can improve call quality in areas with poor Wi-Fi or data connectivity
• When SIM calling is enabled, tapping the call button on a contact dials the number using your phone’s native dialer
• Call logging still occurs in the platform — the call is recorded on the contact’s activity timeline (note: call recording is not available for SIM-based calls)

To enable SIM-based calling:

1. Open the HoopAI mobile app
2. Go to Settings (gear icon)
3. Under Phone Settings, toggle Use SIM for Outbound Calls on
4. When you place a call, the app will use your SIM card instead of VoIP

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Related articles

• Phone system settings
• Call reporting
• Conversations on mobile