Make and record phone calls in Chaser

Make calls in Chaser

Phone calls can be made easily within Chaser as long as you have a valid phone number listed against a customer. If you're using a mobile device in-app calls cannot be made directly, however you can click on the number itself to make a call from your mobile or copy and paste the number.

Note that in-app calls are currently not available in New Zealand. Please reach out to support@chaserhq.com if this is a feature you'd like to use in future.

1. Navigate to Receivables > Customers and invoices and click into the customer you wish to make a phone call to. If the Phone or Mobile number fields are complete you will see the number within Chaser, click the number or the phone icon.

      2.  A banner will appear at the bottom of the page, click Start call to start the phone call

      You can navigate to different pages in Chaser while you are on an active call.

       Use the keypad to dial an extension number or provide any numeric details.

      3.  Ending the call

      When you want to finish the phone call, select End call.

      4.  Log your call notes

      Once the call has ended you can log the relevant details using the pop-up window that                    follows. You can specify whether the call was answered, skipped, incorrect number, not                    answered or you left a voicemail and add your call notes. These will be displayed in the                    customer history, invoice history (if selected), and Chasefeed.

Recording a call

Customers on the Core or Complete plans can record calls within Chaser. Follow the best practices below when recording a phone call:

• Ask your customer if they're happy for the call to be recorded before doing so. This not only ensures transparency but also fosters trust between both parties.
• Check the legal requirements for recording calls in your jurisdiction. Laws and regulations can vary significantly by location, and it's essential to be fully aware of and comply with these legal standards. Consulting legal advice can help you navigate these requirements effectively and ensure your call recording practices are fully compliant.

Follow the steps below to record a call:

1. Make a phone call following the steps in the first section of this article.
2. The call banner will be visible at the bottom of your screen. Click Start recording to record the call.

      3. You can click Stop recording at any point during the call.  


When the call is complete, select End call. You will then be prompted to register the call as detailed in the first section of this help article.

The call notes and recording will appear in the related customer's history events.

Unanswered call

If the call is unanswered, you can leave a voicemail if the recipient has voicemail functionality enabled. 

Returned calls

The mobile number used to make calls in Chaser only supports outbound calls. If your customer returns the call, they will hear the following message:

Hello, and thank you for calling. We appreciate your call, but please note that this number is set up for outbound calls only and cannot accept incoming calls. We apologise for any inconvenience. Thank you. Have a great day.

International calls

To make phone calls outside of your organization's region, add the country code to the phone number in your accounting package ,so the call can connect successfully. The country code is not required for calls within your organization's region.

Limitations

Calls made using Chaser are limited to 20 minutes, after this time the call will end automatically.

Phone calls and call recordings are unavailable during a Free Trial and call recordings are unavailable with our Compact package. To try our phone call functionality, subscribe or upgrade to our Core or Complete packages. This functionality is not available for Xero app store customers.

Phone call costs

Detailed pricing is available here.

Phone number used for calls

The phone number used is determined by the phone call destination:

Redirecting returned calls

It is not currently possible to redirect callbacks to another number.

Returned calls to the provided number

As this number cannot receive calls, we recommend leaving a voicemail with instructions on how the customer can contact you directly if they do not answer your phone call.

Call recording

You need to notify the customer that the call is being recorded and ask for consent.

GDPR compliance for call recording

Update your terms and conditions to state that you are recording the calls and describe how the data is handled.

Legal requirements for using call recordings

Chaser does not provide legal advice. It is your responsibility to check legal requirements in your area.

Delete a recording upon customer request.

To delete one or more call recordings from our systems, contact support@chaserhq.com.

Related articles

• Auto-calls  
• Call reminders