Phone and dialer on mobile

The Phone module in the HoopAI mobile app keeps you connected with contacts on the go. Place calls using the dialer, access your recent call history, use guided call scripts, and manage voicemail — all without leaving the app.

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Accessing the phone module

From the main dashboard, tap the apps section, then tap the phone icon to open the dialer.

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Making a call

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Dial pad

The dial pad opens by default. Enter the phone number manually using the keypad and tap the call button to dial.

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Contacts tab

Tap the Book tab to search for contacts by name, phone number, or email address. 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 a contact to:

• Set their DND (Do Not Disturb) status
• Send a message
• Initiate a call or email
• View their contact profile and call history

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Choosing an outbound number

Use the dropdown selector to choose which of your account’s phone numbers will be used as the caller ID for outbound calls.

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Call scripts

Call scripts display guided talking points during an active call to help agents stay on message. Setup required: Call scripts must first be created in Settings → Phone System → Call Scripts on the desktop. Once configured, they become available in the mobile app. 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 right one
4. Follow along during the call
5. Minimize the script when done to return to the toolbar

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During a call

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

• Notes — take real-time notes without ending the call
• Calendars — schedule a follow-up appointment instantly
• Tasks — create a task to action after the call
• Tags — apply or remove tags on the contact
• Profile — view the full contact profile
• DND — toggle Do Not Disturb for the contact
• Transfer — transfer the call to another agent

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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

This streamlined post-call workflow reduces context switching and ensures no follow-up gets missed.

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Local presence dialing

Local presence dialing automatically selects an outbound number with the same area code as the contact you are calling, increasing the likelihood of the call being answered. If your account has local presence enabled, the correct number is selected automatically.

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Inbound call transfers

When you receive an inbound call, you can transfer it to another team member:

1. While on the call, tap the Transfer button in the call toolbar
2. Search for the team member you want to transfer to
3. Confirm the transfer

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Multi-location incoming calls

If your account spans multiple locations, incoming calls are routed to the appropriate location’s number. The caller ID displays which number was dialed so you can answer in the correct context.

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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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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”). Custom dispositions are configured in Phone System settings on desktop.

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Related articles

• Phone system settings
• Call scripts (desktop setup)
• Call reporting
• Conversations on mobile