Make a test call

Five minutes now beats finding out from a customer who couldn’t reach you.

You’ll need a second phone — not the one you set as your forwarding number, because you can’t ring yourself. A colleague’s mobile, a personal line, anything.

Test 1 — A call during opening hours

Make sure you’re inside your business hours (or that you haven’t set any yet, which means you’re always open).

1. From the second phone, call your Callify number.
2. Your forwarding phone should ring within a few seconds.
3. If call screening is on (it is by default), you’ll hear a short message naming your store and the caller’s number, and be asked to press a key. Press any key.
4. If call recording is on (also the default), both of you hear “This call may be recorded for quality and training purposes.”
5. You’re connected. Say something to each other, then hang up.

Then check: open Calls in Callify. The call should be there within a moment or two, marked Completed, with the caller’s number, roughly where they called from, and how long it lasted. If recording is on, there’ll be audio you can play and a written transcript.

Test 2 — A call you don’t answer

This is the one people skip, and it’s the one that catches problems.

1. Call your Callify number from the second phone again.
2. Don’t answer. If screening is on, don’t press a key — just let it ring out. If screening is off, decline the call.
3. The caller should hear your voicemail greeting, then a beep.
4. Leave a short message and hang up.

Then check: open Voicemails. Your message should be there, marked New, with the audio and a written-out transcript. Transcription takes a moment, so if it says “No transcription yet”, give it a minute and refresh.

Tip

This test is also how you hear your own greeting as a customer hears it. If the default robot voice grates, now’s the moment to record your own.

Test 3 — A call outside your hours

Only worth doing if you’ve set business hours.

Either wait until you’re closed, or temporarily set today to Closed in Settings → Business Hours, run the test, then set it back.

The caller should go straight to voicemail without your phone ringing at all. That’s the whole point of business hours working.

Test 4 — A text message

Only works once your number is registered for texting and shows Verified.

1. From the second phone, text something to your Callify number.
2. It should appear in Messages in Callify, as a new conversation.
3. Reply from the thread. The reply should land on the second phone.

Watch the status underneath your reply — it should move from Sending to Sent to Delivered. If it stops at Not delivered or Failed, the troubleshooting page explains what the error means.

If something’s wrong

Your phone didn’t ring at all. Check the forwarding number in Settings → Phone Number — a single wrong digit is the usual culprit. Then check whether you’re actually inside your business hours, and whether today is covered by a holiday.

It rang, but went to your personal voicemail instead of the store’s. That’s what call screening is for. Turn it on in Settings.

The call came through but there’s no recording. Recording only covers calls that were answered — a call that went to voicemail is saved as a voicemail instead. Also check that Record answered calls is on in Settings.

Anything else, email support@callify.co and say what you did and what happened.