Your business gets its own phone line through ShineCRM, used for both texts and calls on the web dashboard and the mobile app. Set it up under Settings then Calls (owner/admin), on a page with four sections: your business line, call routing, missed calls, and call recording.
Get a business line
Search available Canadian phone numbers (optionally by area code) and claim one. It becomes the number every text and call goes out from, and inbound calls and texts land in your inbox.
Phone numbers are Canada-only at launch. US numbers are a planned follow-up.
Call routing
Choose which active employees ring when a call comes in (they can ring in parallel). An unanswered call goes to voicemail after about 20 seconds. There’s also an in-app voice toggle that controls whether calls ring inside the app.
Missed calls
Set the text that automatically goes out when someone calls your line and no one picks up, so a missed call still gets a response.
Call recording
Recording is owner-only to enable, because it carries legal weight. Turning it on requires accepting an attestation: you confirm you’ll get verbal consent from everyone on the call and follow the recording and consent laws where you operate. You also pick how long recordings are kept (30, 60, 90, 180, or 365 days).
Once recording is on, you record calls one at a time. Recorded calls are transcribed to produce an AI summary on the conversation thread (this also needs Suds AI to be on). See Unified inbox for how recordings and summaries appear.
Frequently asked
Where do incoming calls and texts show up?
In Conversations, on the contact’s thread.
Do I have to record every call?
No. Recording is off until an owner enables it, and then it’s per-call. Getting consent is your responsibility.
Can I get a US number?
Not yet. Numbers are Canadian at launch. 