Deciding from your phone

Anything that needs your OK — a quote ready to send, an escalation — shows up in the app's Activity tab under "Needs you", and as a notification with Approve and View buttons. Approve works right from the notification, without opening the app; it's the same decision, recorded the same way, as approving from the dashboard.

From a call's detail screen you can also Call back (rings from your own phone) or Text back — the text goes out from your business number through Conduit, so it's logged with the conversation and respects quiet hours: late-night replies are queued and sent at 8 AM the customer's time, and the app tells you when that happens.