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Phone Settings

Prepare a personalized client voicemail greeting, review it and save it to the selected phone numbers.

Updated Sep 18, 2026 15 steps 17 questions answeredOpen this page in the platform
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Overview

Phone settings manages voicemail greetings for the selected client. Internal SDRs see only their active assigned numbers and can prepare one recording, review it, and save it to selected numbers. Non-SDR employees retain the management table, number assignment and inbound routing controls. Clients retain greeting controls for their own client. A saved number greeting takes priority over the assigned SDR personal greeting, then the default spoken line. Internal employees also have a Dispositions tab for client-wide call-result visibility and shared custom outcomes. Clients keep their existing phone view without these tabs.

How to use this page

  1. Select a client

    Choose the client in the client switcher, then open Settings > Phone. Internal SDRs see only their active assigned numbers for that client. Other users see the management table available to their account. The screenshot shows the management view.

  2. Choose the Phone settings tab

    Internal employees start on Phone numbers & greetings. Select Dispositions to review the selected client’s call outcomes. Internal SDRs can review these settings; editing requires existing management permission.

  3. SDRs: select numbers and check current greetings

    Under Select your numbers, check each number that should receive the recording. Play any current greeting before replacing it. Number greeting means a recording saved on that number; Your personal greeting is the fallback; Default greeting means no saved recording is available. Only your active assigned numbers on the selected client appear.

  4. SDRs: record or upload a preview

    Under Prepare the greeting, read Suggested greeting, which uses your current name and the selected client’s company name. Check both names, follow any client-approved wording and use a quiet microphone. Read the inbound greeting guide opens the related Knowledge article in a new tab. Select Record greeting, allow microphone access and select Stop recording when finished. Stopping creates a preview without saving. Alternatively, use Upload audio for a non-empty audio file up to 5 MB. Listen to New greeting preview.

  5. SDRs: review and save

    Check the client, selected numbers and new audio. Select the review checkbox, then Save greeting to selected numbers. Changing the selection or preparing another clip requires review again. Saving replaces existing number greetings on selected numbers. The recording stays with each number after reassignment. New numbers are not included automatically.

  6. SDRs: check every result

    Keep the page open while Saving greeting appears beside the Save button. The saved count updates as each number finishes. When all selected numbers succeed, the button reads Greeting saved and the message confirms the number saved, including both selected numbers when you chose two. If some saves fail, the summary shows how many succeeded and lists each failed number with its error. Check an unconfirmed save before using Retry failed saves only; confirmed successes are skipped. Look for Saved to this number in each number row and play the saved greeting. Reload Phone Settings if the client selection, access or assignment changed. If saves are temporarily unavailable, check with your Manager.

  7. Set up inbound routing (Dialer Setup, non-SDR employees only)

    If you are a non-SDR employee, the Dialer Setup section sits above the greetings table. It shows the current Inbound routing badge (CRM Dialer or Legacy) and a readiness checklist: whether a Twilio sub-account exists, how many active numbers the client has, and how many of those are assigned to a user. A warning callout appears when any active number is not assigned to a user, prompting you to assign it below before enabling the CRM dialer. Click Enable CRM Dialer to route callbacks and voicemail into this app (to the user assigned to each number); the button is disabled until the client has at least one active number. Clicking either toggle is a two-step confirm: click the button, then click Confirm Enable CRM Dialer or Confirm switch to Legacy to apply, or Cancel to back out. Outbound dialing is unaffected by this setting. Clients never see this section and can never switch routing to Legacy.

  8. Assign numbers to users (non-SDR employees only)

    In the greetings table, the Assigned to column shows whose browser rings when a prospect calls that number back. Non-SDR employees get an inline dropdown per number with an Unassigned option plus two groups: Client users (people on this client's deal) and SalesHive team (internal employees). Pick a person to reassign the number; the change saves immediately and the readiness checklist updates. Clients see the assigned person's name as read-only text and cannot reassign numbers. Assigning a number to a client user is how a platform-only client (one with no SDR) gets a UI path to receive inbound callbacks.

  9. Review the voicemail greetings table

    In the management table (clients and non-SDR employees): Each row is one phone number. Columns show the phone number and friendly name, the assigned user, the active greeting (a badge plus duration and last-updated date), a Listen audio player, and the action buttons. A green Custom badge means a per-number greeting is saved. A purple SDR Greeting badge means no custom greeting exists but the assigned SDR has a personal one. A gray No greeting badge means neither exists, so the default spoken line plays when a prospect calls.

  10. Record a greeting in your browser

    In the management table (clients and non-SDR employees): Click Record, allow microphone access when your browser asks, speak your greeting, then click Stop & Save. The recording is uploaded as a webm file and transcoded to MP3 on the server. Click Cancel to discard without saving. Non-SDR employees and clients can record greetings on the numbers they own.

  11. Upload a pre-recorded audio file

    In the management table (clients and non-SDR employees): Click Upload and pick an audio file from your computer (MP3, WAV, or any common audio format). The file is saved as that number's custom greeting. You see a success toast when it uploads, and the row's Active Greeting column updates to show the Custom badge with the new duration and date. Non-SDR employees and clients can upload greetings on the numbers they own.

  12. Listen to the active greeting

    In the management table (clients and non-SDR employees): The Listen column has an inline audio player for any number with a custom or SDR greeting. Play it back to audit what a prospect hears when they call that number. A muted dash means no custom or SDR greeting exists, so the default spoken line plays.

  13. Delete a greeting

    In the management table (clients and non-SDR employees): Click Delete to start a two-step confirm. Delete appears whenever a greeting is active on the row, whether that is a custom per-number greeting or the assigned SDR's personal greeting (shown with an SDR Greeting badge). Click Confirm to remove it, or Keep to cancel. Removing a custom greeting drops that number back to the assigned SDR's personal greeting, then the default spoken line. Removing an SDR greeting clears that SDR's personal greeting for the whole client, so every number assigned to them falls back to the default spoken line until a new one is recorded. You can re-record or re-upload a greeting at any time. Non-SDR employees and clients can delete greetings on the numbers they own.

  14. Choose which call results are shown

    In Dispositions, authorized internal ST managers, strategist directors, Admins and Executives can change Shown in dial sessions. Choose Client defaults (all SDRs), or an eligible assigned SDR in Disposition settings for. On shows the result and Off hides it. Each switch saves immediately; wait for Disposition visibility saved. Individual overrides apply only to that SDR on this client. Use client default removes that result’s override. Reopen or refresh the dialer to load saved choices. Hidden results cannot be selected or confirmed; past calls and templates remain saved.

  15. Create or edit a custom disposition

    Under Custom dispositions, authorized editors can add or edit a named outcome and its available contact, campaign, reporting, Slack and email actions. Review the changes, then select Save disposition settings. These custom outcomes are shared with Email Templates. Built-in disposition email copy stays in Email Templates. Switching between the Phone tabs retains the open custom editor; switching tabs does not save it.

What the buttons do

Number checkboxes
SDR view: select your active assigned numbers that should receive the greeting.
Read the inbound greeting guide
SDR view: open the related Knowledge article in a new tab before recording, subject to the article’s existing access.
Record greeting / Stop recording
SDR view: record and stop to preview a new clip without saving it.
Upload audio
SDR view: prepare an audio file up to 5 MB for review.
I listened to the new greeting and checked the client and selected numbers.
SDR view: confirm your review after preparing a clip and selecting numbers.
Save greeting to selected numbers
SDR view: save the reviewed greeting to selected numbers. Shows Saving while working, then Greeting saved when all selected numbers succeed. The nearby summary reports progress, confirmed saves and errors.
Retry failed saves only
SDR view: retry failed selected numbers, skipping confirmed successes.
Enable CRM Dialer
Management view: Dialer Setup, non-SDR employees only. Starts the two-step confirm to route inbound callbacks and voicemail into the CRM dialer. Disabled until the client has at least one active number.
Confirm Enable CRM Dialer
Management view: Dialer Setup. Second step of the enable confirm; applies the switch to CRM inbound routing.
Switch back to Legacy
Management view: Dialer Setup, non-SDR employees only, shown when inbound is already on CRM. Starts the two-step confirm to move inbound routing back to the legacy system.
Confirm switch to Legacy
Management view: Dialer Setup. Second step of the switch-back confirm; applies the switch to Legacy inbound routing.
Cancel (dialer flip)
Management view: Dialer Setup. Aborts the enable or switch-back confirm without changing routing.
Assigned to (dropdown)
Management view: Per-number, non-SDR employees only. Inline dropdown to choose whose browser rings on a callback: Unassigned, a Client user, or a SalesHive team member. Read-only text for clients.
Record
Management view: Per-number. Starts recording a voicemail greeting from your browser microphone.
Stop & Save
Management view: Per-number. Stops the in-browser recording and saves it as that number's custom greeting.
Cancel (recording)
Management view: Per-number. Discards the in-progress recording without saving.
Upload
Management view: Per-number. Opens a file picker to upload a pre-recorded audio file as the custom greeting.
Delete
Management view: Per-number, shown whenever a greeting is active on the row (a custom greeting or the assigned SDR's personal greeting). Starts the two-step delete confirm. The tooltip says whether it will remove the custom greeting or the SDR's greeting for this client.
Confirm (delete)
Management view: Per-number. Second step of the delete confirm; removes the custom greeting, or clears the assigned SDR's personal greeting for this client so all their numbers fall back to the default spoken line.
Keep
Management view: Per-number. Cancels the delete confirm and keeps the greeting.
Listen (audio player)
Management view: Per-number. Inline audio player to play back the active custom or SDR greeting.
Phone numbers & greetings / Dispositions
Internal employees: switch between phone controls and the selected client’s disposition settings.
Shown in dial sessions
Saves result visibility immediately for client defaults or the selected assigned SDR, when authorized.
Add custom disposition / Save disposition settings
Authorized internal editors: prepare a custom outcome and explicitly save its changes.
Disposition settings for
Chooses client defaults or an eligible assigned SDR. This selection itself does not save a change.
Use client default
Removes the selected result’s SDR override so the client default applies.

Common questions

Internal SDRs can listen, record or upload, review, and save replacement greetings on their active assigned numbers for the selected client. They cannot reassign numbers, change routing or delete greetings here. Non-SDR employees retain management controls; clients retain greeting controls on their own client. Existing page permissions still apply.
Yes. Clients can record, upload, listen to, and delete voicemail greetings on their own numbers. The voicemail-greeting API checks deal-scoped ownership, so a client can only touch numbers whose sub-account belongs to their deal. Clients cannot see the Dialer Setup section, cannot switch inbound routing, and cannot reassign numbers; those are non-SDR employee-only.
Non-SDR employees only. It controls where prospect callbacks and voicemail route for this client. The Inbound routing badge shows CRM Dialer (green) or Legacy (gray). A readiness checklist shows whether a Twilio sub-account exists, how many active numbers there are, and how many of those are assigned to a user. Enable CRM Dialer routes callbacks into this app to the user assigned to each number; Switch back to Legacy moves them to the legacy system. Both actions are a two-step confirm. Outbound dialing works regardless of this setting. Clients never see this section.
It controls whose browser rings when a prospect calls that number back. Non-SDR employees get an inline dropdown with an Unassigned option plus a Client users group (people on this client's deal) and a SalesHive team group. Pick a person to reassign the number; the change saves immediately. Clients see the assigned person's name as read-only text. Assigning a number to a client user is how a platform-only client with no SDR gets a path to receive inbound callbacks.
When a prospect calls a number and the assigned user does not answer, the greeting plays in this order: a custom per-number greeting if one is saved, then the assigned SDR's personal greeting if one exists, then the default spoken line.
In the management table, Custom means a greeting saved on the number, SDR Greeting means the assigned SDR personal fallback, and No greeting means the default spoken line. In the SDR view, these are labeled Number greeting, Your personal greeting and Default greeting. SDRs replace greetings through review and save; they do not receive Delete controls.
Yes. Internal SDRs use Record greeting and Stop recording to prepare a preview, then review and save to selected numbers. In the management table, Record followed by Stop & Save saves directly to that row; Cancel discards the recording.
Use an audio file up to 5 MB, such as MP3 or WAV. In the SDR view, upload prepares a preview; review and saving are separate. If the SDR recording cannot be converted for playback, the save is refused. Record again or upload a valid audio file.
Deletion is available in the management table, not the SDR view. Delete then Confirm removes the active custom greeting or personal fallback; Keep cancels. Removing a custom greeting returns that number to its personal fallback, then the default spoken line. Removing a personal SDR greeting clears it for that client; numbers with their own custom greetings keep those recordings.
Internal SDRs see only their own active assigned numbers for the selected client. Check the selected client and ask your Manager to confirm the assignment. In the management view, an empty state can mean there is no linked phone sub-account or no phone numbers.
An amber dot on the 'assigned to a user' item means one or more active numbers are not assigned to a user, and a warning callout appears in Dialer Setup prompting you to assign each number below before enabling the CRM dialer, so callbacks have somewhere to ring. Assign the numbers using the Assigned to dropdown, then enable CRM Dialer.
No. It saves a greeting to each selected number. The number greeting takes precedence over your personal greeting and remains after reassignment. Future numbers are not included automatically.
Wait for saving to finish and check the summary beside the Save button. Greeting saved confirms success for every selected number. Saved to X of Y selected numbers means some remain; failed numbers and their errors appear below the count. Check any unconfirmed result and use Retry failed saves only for failures. If you add another number after a successful save, review the selection again and save the remaining numbers. Successfully saved numbers are skipped.
The example is: “Hi, you’ve reached [Name] with [Company]. Please leave your name, phone number, and a brief message, and I’ll return your call. Thank you!” The page fills your current name and selected client name when available. Replace any remaining placeholder, check the client’s spoken company name and follow client-approved wording before recording.
Rerecord with the new SDR’s name and voice. A number greeting remains attached to the number after reassignment, so review it and save the replacement on the correct selected numbers. The suggestion does not generate audio or replace a saved greeting automatically.
No. Both pages use the same client-level custom dispositions. Saving a custom outcome here updates it there. Built-in email copy remains in Email Templates. Visibility switches save immediately; custom disposition edits require Save disposition settings.
Custom disposition email subjects and bodies allow native browser spell checking. Suggestions depend on your browser language and spelling settings. There is no separate SalesHive spell-check button. Review suggested corrections before saving or sending; existing save and send steps still apply.
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