Calls, SMS, and customer messaging
About this guide
Last reviewed October 1, 2026 by AgencyMesh Product Support · Checked against release 2026.10
Choose a calling phone before dialing. Use Calls for live activity and call reports, and Text Messages for attachments and message history.
Choose the phone that will place your call
Section titled “Choose the phone that will place your call”Where: Dashboard > building-icon office/phone button in the top bar (Phone / Office).
All Offices does not select a phone. For an Office account, choosing only the office clears the phone selection. How to find the right device helps match the phone’s MAC address.
- Use Search offices or phones. With an Agent account, choose an office with your assigned phone; with an Office account, choose the phone beneath the office.
- Use a click-to-dial number in a Dashboard queue or Directory.
Choose the right call page
Section titled “Choose the right call page”See Call tools and reports for outcomes and filters.
| Item | Guidance |
|---|---|
| Live calls | Dashboard > Communications > Active Calls: Report records an outcome. Calls > Active Calls: Customer opens customer lookup. |
| Submit a call report | Calls > Call Report: find the call, then View. Dates cover today through 31 days before today. |
| Read call history | Calls > Call Search: search by number or dates; View reads an existing report. |
| Call comparisons | Calls > Call Stats: Get Stats. Reports > Call Metrics: Get Metrics. |
Send an attachment to a customer
Section titled “Send an attachment to a customer”Where: Messaging, or Dashboard > Communications > Send MMS.
Use JPEG, PNG, or GIF up to 5 MB, or PDF up to 600 KB. See Messaging for opt-in and delivery checks.
- Enter Phone Number and choose Office. The Dashboard form uses the specific office selected in its navbar.
- Choose one Attachment, then click Send. The prepared Message is read-only.
Resolve the common contact problems
Section titled “Resolve the common contact problems”| Item | Guidance |
|---|---|
| Number will not dial | Choose a phone in Phone / Office. Customer links open a lookup rather than dialing. |
| Wrong office | Change Phone / Office on Dashboard, or the report’s own Office / Agent filter. |
| Customer opted out | The customer must text START to the number in How to Manage Opt-in before you retry. |
| Send outcome unclear | Find the number in Text Messages > Search and check Status before sending again. |