When a conversation with a customer is ready for a call, use the call button in your chat. It appears when the customer has added a phone number, and lets you talk the job through without leaving the conversation, so your messages and your call stay together in one place.
What the call button does
It connects you straight from the chat. When you and the customer are both ready, tap the call button. You don't need to switch apps or dig out contact details.
It can help you keep track of details. When a transcript is available for your call, use it to check details the customer mentioned, like measurements, dates, or budget, without relying on memory or notes scribbled mid-call.
Getting it right
Introduce yourself in your first message. A line or two on who you are and what your business does gives the customer a sense of who they're talking to before any call, so they're more at ease when you suggest one.
Suggest a time in the chat first. A quick "Happy to talk this through, would a call this afternoon work?" means the customer is ready to pick up.
No call button? Offer a call anyway. Not every customer adds a phone number, so the button won't always be there. A message like "Happy to talk this through by phone if that's easier for you, just let me know" shows you're invested in getting the job right, and lets the customer choose how they'd like to talk.
Call from the chat when you can. Starting the call from the conversation keeps it alongside everything else you've discussed, so you're not piecing the job together from different places.
Follow up in writing. After the call, send a short message summarising what you agreed: the price, the date, and anything you need from them. The customer has it in writing, and you both know where things stand.
Pick up where you left off. If the customer gets back in touch later, your summary is right there in the chat, so you can refresh the details before you reply.
Why it matters
A call is often the first time a customer hears how you work, and it can be the moment they decide you're right for the job. Offering to talk, and following up in writing, leaves you both with a clear record of what was agreed, so your follow-up is accurate and nothing gets lost between the call and the job.
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