How to Handle Incoming Calls in Saleshandy

Hello there, Saleshandy users!

Let’s explore how you can handle incoming calls with Saleshandy’s Dialer!

When a call comes in, you'll see a browser-based notification banner inside the Saleshandy app. It shows you who's calling and gives you two options: Accept or Decline.

This notification appears within the app itself. The Saleshandy tab must be open and active in your browser for incoming call notifications and calls to come through. Keeping the tab open in the background is enough; you don't need to be actively using it.

Accepting the call connects you directly. The call interface opens, and you're live with the prospect. Call recording begins automatically if it's enabled for that number, and the prospect hears the standard "This call is being recorded" message.

After the call ends, you land on the Call Completion modal, the same one you'd see after an outbound call. Log your outcome, add notes, and move to the next task.

Declined and unanswered calls are tagged as Missed in your Saleshandy account.

Depending on your number settings, the call may be forwarded to another team member or routed to voicemail. If neither is configured, the call ends on the prospect's end.

Missed calls live in the Missed Calls tab inside the Dialer module. Any missed call that hasn't been addressed shows a red dot indicator. The Dialer icon in the sidebar shows a badge count so you always know if there are missed calls waiting for your attention, even if you haven't opened the Dialer.

To clear the badge: open the Dialer module and click "Mark as Seen." This removes the red dot from each row and clears the sidebar badge count.

To call back: hover over any missed call row and click the Callback button. The dialer pop-up opens with the prospect's number pre-filled. One click and you're dialing.

If the prospect left a voicemail after the missed call, a voicemail icon will appear on that row. Click the icon and an audio player opens directly, listen to the message and click "View Transcript" to read the full transcription. For a detailed breakdown of everything available in the voicemail view, see the Handling Prospect Voicemails section below.

When a prospect leaves a voicemail, it appears in the Incoming Voicemails tab. You can also access a voicemail directly from the Missed Calls tab, if the prospect left a message, a voicemail icon appears on that row. Click it to open the audio player without leaving the missed calls view.

Each voicemail entry includes:

You can expand the transcription for the full message or copy it to paste into a note or CRM update. This is particularly useful when you're in a meeting or a public space and can't listen to audio.

Not every inbound call comes from a prospect already in your system. If a call comes in from a number that isn't linked to any existing prospect, the Call Completion modal will prompt you to handle it in one of two ways:

This ensures that inbound calls from cold contacts or referrals don't get lost outside your pipeline.

Individual reps see their own incoming call history in their call logs. Admins have broader visibility: the "All Calls" tab with appropriate team filters applied gives a full picture of incoming call activity across the organization.

An unanswered inbound call from a prospect is a warm lead going cold in real time. The faster your team can acknowledge, callback, and log inbound activity, the tighter your inbound response loop becomes.

Saleshandy's missed call badge, inline callback buttons, and voicemail transcriptions are all designed to make that response as fast as possible, with no friction between seeing a missed call and making the callback.