Calling & SMS

Call and text leads from Leadboard. Your workspace gets its own phone number, every rep on your team can call from it, and minutes and SMS are paid from call credit you top up.

Voice calls run in your browser — no desk phone, no SIM, no separate app. Call credit is the airtime the calls are paid from.

What it costs#

Step 1. See the full rate card on the pricing page: /pricing#calling

• Phone number — ₦8,500 a month per number, setup free. One number is shared by your whole team, and several reps can be on calls at the same time.
• Outgoing calls — ₦25 a minute. Incoming calls — ₦10 a minute, voicemail included.
• SMS — ₦7.50 per page (160 characters, or 70 if the message has special characters).
• AI call notes — an optional extra ₦15 a minute for a transcript, summary and action points. Off unless you switch it on.

Numbers are billed with your plan on the same renewal date. Minutes, SMS and AI notes come from your call credit.

Tip: Calling prices never change with the annual discount or coupons, and no VAT is added. On the pricing page, switch on Add calling to see every plan's total with your numbers and monthly credit included.

Important: Calling is available on Starter and above, on naira billing. Starter includes 1 number, Growth 3 and Scale 10.

Add a number#

Step 1. Go to /default/settings/telephony/numbers/new

Step 2. Choose how many numbers you need and give the line a label, e.g. Sales line.

Step 3. Optionally switch on Add call credit to my subscription every month and set an amount (from ₦2,000).

Step 4. Check the quote:

• Due today — the number for the days left in your current term (setup is free), plus the first month of credit if you switched it on.
• From your next renewal — your plan plus every number at full price. Your renewal date does not change.

Step 5. Click Pay — with the card saved on your workspace, or with Paystack (card, bank transfer or USSD).

An invoice for the payment is emailed to you by InstinctHub, marked paid, within a few minutes.

Your number shows as Requested. Our team buys it and sets it up — it is usually live within 2 working days. You get a notification and an email when it is ready.

Give reps a number#

Step 1. Go to /default/settings/telephony/numbers

Step 2. Click Label & reps on a number.

Step 3. Tick the reps who call from it. Leave everyone unticked to let every rep use it.

Step 4. Click Save. Use Make default to choose the number reps without their own number call from.

Top up call credit#

Step 1. Go to /default/settings/telephony/wallet

Step 2. Pick a suggested amount or type any amount from ₦2,000. The page shows roughly how many minutes or SMS it buys.

Step 3. Click Add and pay.

Your balance goes up as soon as the payment is confirmed, and InstinctHub emails you a paid invoice for the top-up. Every top-up, call and SMS is on the Statement — click Download CSV for your accountant.

Important: Call credit never expires and is non-refundable. Admins are notified when the balance runs low. A call needs at least 2 minutes of credit to start.

Remove a number#

Step 1. Go to /default/settings/telephony/numbers

Step 2. Click Remove on the number.

The number keeps working until the end of the term you have paid for, then it is released and no longer billed. Changed your mind? Click Keep this number any time before that date.

Important: A released number cannot be recovered — someone else may get it.

If your plan changes#

• Upgrading keeps your numbers and your monthly credit.
• Moving to a plan with fewer numbers, or to Free, suspends the numbers it no longer includes. A suspended number is held for 30 days — click Restore within that time to keep it. After 30 days it is released.

Make a call#

Step 1. Open a deal (/default/pipeline/deals) or a contact (/default/leads).

Step 2. Click Call at the top of the page. On the pipeline board, open a deal and click the phone button next to the contact's number.

Step 3. The first time, your browser asks to use your microphone — click Allow.

Step 4. The call panel opens in the bottom-right corner and shows Connecting…, then Ringing…. The contact sees your company number.

Step 5. When they answer, say the recording line shown in the panel, e.g. "This call is recorded for quality and record-keeping."

Step 6. Use Mute, Hold and Keypad as needed, then click Hang up.

A few seconds later the call is logged on the deal (or on the contact, if you called from the contact page): a note with the call length on the timeline, and the call in the Calls list, where the recording can be played.

Tip: The call panel stays open while you move around Leadboard, so you can check a deal or an invoice mid-call. Don't close or reload the tab — that ends the call.

Important: Only answered time is charged, per started minute (₦25). Calls nobody picks up are free. Each call reserves up to an hour of credit while it runs; if your credit gets low during a call, the panel warns you a minute before it ends.

Dial any number#

Step 1. Go to Calls → Dialler & call log /default/calls

Step 2. Type or tap the number, in any form: 0706 366 8889, +234 706 366 8889.

Step 3. As you type, Leadboard looks the number up in your contacts. If it belongs to a contact you see their name, and you can choose to log the call on one of their deals. If not, you see the number only.

Step 4. Click Call (or press Enter).

A call to a contact is logged on that contact (or the deal you chose). A call to a number that isn't in your contacts is kept in the call log only.

Call from any page#

Click the green phone button at the bottom right of any page. It opens the call box:

• Phone book — type a name or number and click a contact to call them.
• Keypad — dial any number; a number that belongs to a contact shows their name.

When the call starts the box becomes the call panel, so there is only ever one call on screen, wherever you are in Leadboard.

Phone book#

Step 1. Go to Calls → Phone numbers /default/settings/telephony/numbers

Step 2. The Phone book tab lists every contact that has a phone number. Search by name, email or number, in any form.

Step 3. Click a contact to see their number, their deals and their recent calls, then click Call. Choose a deal under Log the call on to log the call there.

Tip: Admins manage the numbers the team calls from on the Company numbers tab.

The call log#

/default/calls lists every call: when, who, the outcome, talk time, who made it and what it cost. Filter by outcome, search by name, deal or number, and export to CSV or Excel. Reps see their own calls; owners, admins and marketers see everyone's.

Click a call to see everything about it: the times, the charge, the note written on the record, the recording, and — for admins — who has listened to it. Call back redials the number.

Tip: Admins manage numbers and credit from the same menu: Calls → Phone numbers and Calls → Call credit.

Incoming calls#

When someone rings your company number, it rings your reps inside Leadboard. A panel shows who is calling — their name and open deal if they are already a contact — with Answer and Decline. The first rep to answer gets the call; declining stops your phone ringing, not theirs.

Your browser has to be open to be rung. On the Calls page there is an Available for calls switch. While it is on and you have Leadboard open in a tab, you can be rung. Close the tab, or set yourself Away, and callers go to voicemail instead. There is no way to ring a rep who has the app closed.

If nobody answers, the caller can leave a message. You get an email and an in-app notice saying who called and why nobody reached them, a Return missed call reminder is added to the owner's calendar for the next two hours, and the voicemail is on the call in the log like any recording.

Admins set this up per number under Calls → Phone numbers → Incoming calls:

• What callers hear first. Say that calls are recorded — incoming callers must be told, and this is where they are told.
• Who rings — the contact's owner first, then everyone; or everyone at once.
• Business hours. Outside them, callers hear your closed message and go to voicemail. Tick Take calls at any hour to ignore the schedule.
• Voicemail, and optionally a phone number to forward to when nobody is available. Forwarding places a second, outgoing call, so it costs ₦25 a minute on top of the ₦10.

Incoming calls cost ₦10 a minute, and voicemail is charged the same way by its length. A call that rings out with no message costs nothing. So that a customer's call is never lost, incoming calls may take your credit up to ₦500 below zero; your next top-up settles it.

AI call notes#

Switch them on under Settings → Calling & SMS → Recording & AI notes, and every recorded call from then on gets a summary on the deal or contact instead of a bare "Call to +234… — 4m 12s".

What you get, a minute or two after the call ends:

• A summary you can read instead of listening to the call again.
• What you promised — a price, a date, a discount. This is the part worth having in writing.
• What they pushed back on, so the next call starts from the real objection.
• What to do next. When the call ended with a clear next step and a time, it is added to your calendar automatically.

Open any call in Calls to see them, above the recording.

What it costs#

• ₦15 a minute, with a 2-minute minimum — the summary costs the same to produce whether the call was one minute or two.
• Calls under 30 seconds are free and are not analysed.
• Off unless you switch it on. It applies automatically to calls made after that; for a call you had already made, open it and press Generate.
• Regenerating a summary is free. If one reads badly, an admin can press Regenerate and you are not charged again.

How much to trust it#

It is a machine reading a phone call, so treat it as a good first draft rather than a transcript of record.

• A summary the model was unsure of says so at the top. Check it against the recording before acting on it, and no follow-up is added to your calendar.
• Who said what is not always certain. Phone calls reach us as a single mixed audio channel, so the summary will often leave a task unassigned rather than guess whether it was you or the customer who agreed to something. That is deliberate — a confident wrong answer would be worse.
• Nothing moves your deal on its own. If the call suggests a deal has progressed, you are shown the suggestion and you decide.

If a call has no notes#

The call tells you which of these it is:

SMS#

Coming soon.

Recordings and privacy#

• Every call is recorded for your records. The rep tells the customer the call is recorded; incoming callers hear it automatically.
• Recordings cannot be deleted and count toward your plan's storage.
• Only admins and the rep on the call can listen to a recording, and every play is logged.

Troubleshooting#