Unify Dialer: FAQ
Common questions about Unify Dialer and Power Dialer.
Availability and Setup
Which countries are supported?
Unify Dialer currently supports calling prospects in the US, Canada, Germany, France, and the UK.
Is Power Dialer available to all customers?
No. Power Dialer is only available for Unify customers on a Business plan. To start, go to Tasks and click Power Dial in the top-right corner.
How do I get phone numbers?
Admins can go to Settings → Dialer → Phone numbers, click + Add Phone Number, and assign numbers to reps. Each rep gets 5 US/Canada phone numbers at no additional charge. Extra numbers and international numbers use credits; credits are charged on a recurring monthly basis.
Where do the numbers come from?
They are standard local phone numbers provisioned for your team. Each customer’s numbers are isolated, so one team’s calling activity does not affect another team’s numbers.
Calling and Power Dialer
Do I need a task to place a call?
No. You can click a phone number on any person profile to place a single call. The Power Dialer is meant for working through call tasks in a queue.
How does Power Dialer work?
Power Dialer opens a focused queue of call tasks. After each call, you log the disposition and notes, then move to the next queued call task without opening another record manually.
Can I call someone who does not have a phone number yet?
Yes. If the record does not have a phone number, use enrichment and Unify will try to find one.
Can Chat help me prepare for a call?
Yes. You can ask Chat for account research, prospect context, talk tracks, or a call script before dialing.
Outbound Numbers and Callbacks
How does Unify choose which number to call from?
Unify chooses the outbound number in this order: first, a number you previously used to reach that prospect; second, a Local Presence match to the prospect’s location; third, another number assigned to you.
How does Local Presence work?
Local Presence uses the prospect’s location to choose a matching local number when one is available. If location enrichment is enabled in Settings → Enrichment, Unify enriches prospects with open call tasks using location data where available.
For example, if a prospect is enriched as being in Manhattan, NY, and the rep has an assigned New York number, Unify will use the New York number for that call.
To get the most out of Local Presence, enable location enrichment, assign reps numbers in the states they target most, and submit a business profile in Settings → Dialer. Unify cannot enrich every person’s location.
Can I use my personal phone number for outbound calls?
No. Outbound calls use the numbers provisioned in Unify. You can add a personal phone number as your forwarding number so inbound callbacks route to you.
What happens if a prospect calls back?
Callbacks route to the forwarding number you set in Settings → Dialer. If you do not pick up, the call goes to that phone’s voicemail. Inbound calls are logged to your Activity Log and reporting. Answering callbacks directly in Unify is on the roadmap.
Logging, Recording, and Compliance
Do calls and notes sync to my CRM?
Yes. The call, disposition, notes, transcript, and recording when enabled sync back to Salesforce or HubSpot as an activity on the matched person.
Are calls recorded?
Recording is controlled by your team’s recording settings in Settings → Dialer. You are responsible for following any recording or dialing laws that apply to you. See Call Recording & Compliance for details.
Is there a limit on how many times I can call someone in a day?
Unify shows a warning after the third call to the same person in one day. You are responsible for complying with local laws limiting calls to the same person.