Unify Dialer: FAQ

Answers to the most common questions about calling with the Unify Dialer.

What countries are supported?

US and Canada. Calling to other countries is on our roadmap: UK, France and Germany.

How do I get phone numbers?

Setup is self-serve. Admins go to Settings → Dialer → + Add Phone Number to buy and assign numbers directly. Each rep gets a set of numbers at no charge (how many depends on your plan), with the option to add more.

Where do the numbers come from?

They're standard US local phone numbers provisioned for your team. Each customer's numbers are fully isolated, so one team's calling activity never affects another's.

How does Unify choose which number to call from?

Unify picks your outbound number in this order: (1) a number you've previously used to reach that prospect, (2) a Local Presence match to the prospect's location, then (3) another number from your set. Numbers that get flagged are rested and re-introduced once they're clean.

Can I use my personal phone number for outbound calls?

Not for outbound - outbound calls use the numbers provisioned to you. You can set a personal number (such as your mobile) as a forwarding number in Settings → Dialer so inbound callbacks route to your phone.

What happens if a prospect calls back?

Callbacks route to the forwarding number you set in Settings → Dialer. If you don't 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.

Is there a limit on how many times I can call someone in a day?

Unify warns you before a third call to the same person in one day, and soft-blocks additional calls beyond that.

Do calls and notes sync to my CRM?

Yes. The call, its outcome, and the transcript sync back to Salesforce or HubSpot as an activity on the matched person, with the recording attached where recording was on. You never retype anything.

Can I call someone who doesn't have a phone number yet?

Yes. If there's no number on the record, hit enrich and Unify will find one for you.

Do I need a task to place a call?

No. Click the phone number on any person profile and it dials — no pre-existing task required.

Can Chat help me prepare for a call?

Yes. Tell Chat who you're calling and it will produce research, insights, or a full call script. Starting a dial directly from Chat is on the roadmap.

Does the Dialer support power dialing or auto-advancing through a list?

Yes — Power Dialer is available on the Business plan. The standard Dialer supports the single-call loop: click, talk, log.

How does Local Presence work?

Unify supports Local Presence based on the prospect’s physical location. If location enrichment is enabled in Settings → Enrichment, Unify enriches prospects with open call tasks using location data from LinkedIn where available. If a prospect’s location is enriched successfully and the rep has an assigned number in the same state, Unify automatically dials from that local number.

For example, if a prospect is enriched as being in Manhattan, NY, and the rep has numbers assigned across CA, MA, TX, FL, and NY, Unify will use the NY number when calling that prospect.

To get the most out of Local Presence, enable location enrichment, have reps assign themselves numbers in the states they target most, and submit a business profile in Settings → Dialer to help improve pickup rates. Note that Unify cannot successfully enrich every person’s location.

Are calls recorded?

Recording is controlled by your team's recording settings in Settings → Dialer. You're responsible for your own compliance with any recording laws that apply to you. See Call recording & compliance for details.