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Yes, HelloSend allows you to log calls and add notes after the call ends. Once a call is completed, you can record important details such as call outcomes, follow-up actions, or conversation highlights. These notes are saved within the associated Zoho CRM record—such as a Contact, Deal, or Lead—ensuring your team has a complete view of the interaction history.

Yes, call recording is available in HelloSend. You can access your recorded calls through multiple locations for convenience and clarity:

• Calls Module in Zoho CRM – View a list of all calls and access recording links.
• Call History page in HelloSend – Find a detailed log of all incoming and outgoing calls with playback options.
• Record View > Closed Activities (Zoho CRM) – Call recordings are also listed under the "Closed Activities" section for each contact or deal.
• HelloSend Dial Pad – Review recent call logs and access recordings directly from the dialer interface.

This multi-point access ensures your call recordings are always easy to find and securely stored.

You can add users by going to the Team Settings page, selecting the desired team, and clicking "Assign Users". From there, you can choose which users to include in the team.

Alternatively, you can also add users directly from the Users page under Call Settings in HelloSend.

Yes, Caller ID configuration is supported. You can assign a specific Twilio number to each number, which will be shown as the Caller ID(eg: personal number) during outbound calls.

Caller ID can be managed from the Calls channel page in HelloSend. Only verified numbers are allowed, and region-specific regulations may apply.

To access the HelloSend dashboard or settings page within Zoho CRM:

1. Search for the HelloSend Module

• From your Zoho CRM interface, look for the "HelloSend" tab in the top navigation bar.
• If it’s not immediately visible, click the three dots (⋯) to reveal additional modules.
• Select "HelloSend" to open the dashboard and access your communication tools.

2. Use the HelloSend DM Widget (inside a record)

• Open any Lead, Contact, or Deal record.
• Click the HelloSend DM widget.
• Click the ≡ menu icon (three horizontal lines) in the top-right corner.
• Choose Dashboard or Settings from the dropdown.

You can manage users, roles, and number assignments directly from the HelloSend Settings within Zoho CRM. Navigate to:

HelloSend Panel → Settings → Users

From there, you can:

• Invite users by email.
• Assign roles such as Admin, User, or create custom roles to control access and feature permissions.
• Share phone numbers (Twilio, RingCentral, WhatsApp) with selected users, or allow team-wide access to shared numbers.
• Assign dedicated numbers to individual users when needed.

This structure ensures secure access, clear responsibilities, and efficient communication management across your team in Zoho CRM.

HelloSend provides Role-Based Access Control (RBAC) to manage user permissions for messaging and calling. Admins can:

• Grant or restrict access to SMS, WhatsApp, and Call features.
• Assign specific phone numbers (Twilio, RingCentral, WhatsApp) to users or teams.
• Create custom roles with tailored permissions for viewing, sending messages, managing campaigns, or accessing analytics.
• Limit visibility of conversations and logs based on user role or CRM record ownership.

These access controls help maintain security, ensure data privacy, and streamline team workflows across your Zoho CRM environment.

HelloSend allows administrators to control which features are available to team members through role-based settings in the Settings panel. Here’s how to manage it:

• Access Settings → Users & Roles in the HelloSend interface within your Zoho CRM.
• Choose an existing role (e.g. Admin, User, or any custom role), or create a new one.
• In the role settings, toggle feature access on or off for messaging channels (SMS, WhatsApp), voice calling, campaign creation, automation, inbox visibility, and analytics.
• Save changes, and the new permissions will take effect immediately for all users assigned to that role.

This lets you easily restrict or grant access—ensuring each team member has the right tools without unnecessary clutter.

Yes, HelloSend offers a comprehensive set of tools to help you track and manage your communication performance effectively:

• Reports: Access high-level summaries of your messaging activity, including total messages sent, delivered, failed, and engagement metrics across SMS, WhatsApp, and call channels.
• Logs: View detailed message and call logs in one centralized location. This includes timestamps, delivery status, message content, recipient info, and call durations—perfect for audit trails and performance reviews.
• Campaign Analytics: Monitor how your bulk campaigns are performing with insights like open rates, delivery success, link clicks, and response trends. These analytics help you evaluate the effectiveness of each campaign and refine future strategies.

Each of these tools is available inside your HelloSend dashboard and synced with your CRM for easy reference and reporting.

In HelloSend, you can easily add users and manage their access when using the integration with Zoho CRM. From the HelloSend dashboard, admins can invite team members, assign roles, and configure access to messaging (SMS, WhatsApp, Voice Call) and features. With role-based access control, each user can be given the right permissions to work within their responsibilities. This ensures secure, organized communication inside your Zoho CRM.

HelloSend supports Role-Based Permission Management, allowing administrators to control what users can access based on their roles. By default, HelloSend provides two roles: Admin and User. You can also create custom roles to match your team's structure and responsibilities.

To configure roles, go to Settings > Users > Roles & Permission in HelloSend. From there, you can create or edit roles and assign permissions across SMS, WhatsApp, Voice Calls, and system settings. This ensures that each team member working in Zoho CRM has the right level of access to HelloSend’s features.

With HelloSend, you don’t need to purchase separate phone numbers for each user. A single number—whether it’s from Twilio, RingCentral, or a WhatsApp Business API—can be shared across multiple users within your Zoho CRM. This shared setup helps teams manage customer conversations consistently and cost-effectively.

Using the Share Number option in HelloSend’s settings, admins can assign one number to multiple users. Once shared, each user can send and receive SMS, WhatsApp messages, or calls through the same number—making it easy to centralize communication while maintaining individual accountability.

For teams that prefer more personalized communication, HelloSend also supports assigning dedicated numbers to specific users. Whether shared or individual, HelloSend keeps your Zoho CRM communication streamlined and scalable.

In HelloSend, a blocked number is a contact or phone number that’s been restricted from sending messages or making calls to your account. This feature is especially useful for reducing spam or avoiding unwanted communication within your Zoho CRM.

Once a number is blocked, any SMS, WhatsApp messages, or calls from that contact will be automatically filtered out—ensuring your team stays focused and interruptions are minimized. You can manage blocked numbers directly from the HelloSend settings panel, where admins can review, unblock, or add new numbers to the blocklist as needed.

You can control how outbound messages are logged in your CRM to suit your workflow:

• On Send: Log the message as soon as it's sent.
• On Delivery: Log the message only after it's successfully delivered.

✅ Tip: If you plan to activate automations based on incoming messages, we recommend choosing the Activities logging method for better compatibility.

Yes, you can enable this option to automatically create a new Lead in your CRM whenever you receive a message or call from a number that isn't associated with any existing contact or lead.

• Yes: A new lead will be created automatically for unknown numbers.
• No: No lead will be created; the message or call will remain unassigned.

✅ Tip: This feature helps you capture and follow up with potential leads without missing any new inquiries.

By default, email notifications for inbound messages are enabled in HelloSend. This means that when a new message is received, alerts will be sent to the selected recipients (e.g., Record Owner, Account Owner, or additional email addresses).

If you prefer not to receive these notifications, simply go to the HelloSend panel in Zoho CRM, click the ≡ menu icon, and navigate to Settings > Admin Settings > Email Notification. From there, you can uncheck the “Enable email notifications” box or adjust recipient checkboxes to control who gets notified.

This flexible setup ensures your team stays informed only when needed.

HelloSend allows you to set a default country code to ensure consistent phone number formatting when a prospect’s number is missing a country code.

You can select the default code from the Country Code dropdown in the settings. Once set, this country code will be automatically applied across all relevant fields in HelloSend—ensuring correct formatting for SMS, WhatsApp, and call functionalities within Zoho CRM.

To configure this, go to the ≡ menu icon in HelloSend, then navigate to Settings > Admin Settings > Country Code.

📌 Note: The selected country code will appear as the default in all applicable locations.

HelloSend provides customer support through email and live chat. You can contact support at assist@hellosend.com for assistance with any issues.

HelloSend provides a comprehensive Help Center with detailed user guides, step-by-step tutorials, and best practices. Whether you're setting up, exploring features, or troubleshooting, you'll find clear instructions and support throughout.