FAQ
Frequently asked questions about 24CallDesk
Frequently Asked Questions
Quick answers to common questions about 24CallDesk.
General Questions
How does the 7-day free trial work?
You get full access to all features for 7 days. At the end of your trial, you can choose a plan that fits your needs or cancel with no obligation.
Can I keep my existing business phone number?
Yes! You have two options:
- Port your number - Transfer your existing number to 24CallDesk (takes 1-2 weeks)
- Forward calls - Set up call forwarding from your current number to your new 24CallDesk number (instant)
Most businesses choose forwarding first, then port later once they're confident in the system.
What happens if I cancel my subscription?
Your AI stops answering calls immediately. You'll retain access to your call history and recordings for 30 days. After that, data is permanently deleted. You can export your data anytime before cancellation.
How many phone numbers can I have?
This depends on your plan:
- Starter: 1 phone number
- Professional: Up to 3 phone numbers
- Enterprise: Unlimited phone numbers
Each number can have its own AI configuration, voice, and business rules.
Does 24CallDesk work internationally?
Currently, 24CallDesk supports phone numbers in the United States and Canada. Your AI can handle calls from international numbers, but you cannot provision numbers outside North America at this time.
How do I update my business hours?
Go to Inbound > Knowledge > Custom Instructions. You can set different hours for each day of the week, including holidays. The AI automatically adjusts its responses based on whether you're currently open or closed.
Can multiple team members access the account?
Yes. You can invite team members with different permission levels:
- Admin: Full access to all settings and billing
- Manager: Can view calls and modify AI settings
- Viewer: Can only view call history and transcripts
What if I need to change my AI's voice or personality?
You can change your AI's voice, personality, and speaking style anytime in Inbound > Configure. Changes take effect immediately - no restart required. Test your changes with a free test call before going live.
Technical Questions
How do I connect my Google Calendar?
- Go to Inbound > Configure > Book Appointments
- Click Connect Google Account
- Authorize 24CallDesk to access your calendar
- Select which calendar(s) to use for booking
The AI checks your calendar in real-time when booking appointments, so double-bookings are prevented automatically.
Why aren't my calls showing up in the dashboard?
Common causes:
- Call forwarding not set up - Make sure calls are actually reaching your 24CallDesk number
- Filter settings - Check if you have filters applied (Unread, Ignored, etc.)
- Test mode - Test calls may be in a separate tab
- Delay - There can be a 1-2 minute delay before new calls appear
If calls still don't appear, contact support with the phone number you called from.
Can I integrate with my existing CRM?
Yes! 24CallDesk integrates with popular CRMs through:
- Native integrations - Direct connections to HubSpot, Salesforce, and others
- Zapier - Connect to 8,000+ apps with no-code workflows
- Webhooks - Build custom integrations with our webhook events
- API - REST API coming soon (learn more)
See our Integrations guide for setup instructions.
How do webhooks work?
Webhooks send real-time notifications to your server when events occur (new call, appointment booked, message received, etc.).
- Go to Inbound > Team & Settings and click Integrations
- Select the Webhooks tab
- Click Add Webhook, select an event type, and enter your endpoint URL
- We'll send a POST request with event data to your URL whenever that event occurs
All webhooks include a signature header for verification. See our Webhooks documentation for payload formats and available events.
What format should phone numbers be in?
All phone numbers must be in E.164 format: +15551234567
- Starts with
+ - Country code (1 for US/Canada)
- 10-digit phone number
- No spaces, dashes, or parentheses
Our system automatically formats numbers entered through the dashboard, but API integrations must use E.164.
Why did my outbound call fail?
Common reasons for failed outbound calls:
| Error | Cause | Solution |
|---|---|---|
| Invalid number | Number doesn't exist or is disconnected | Verify the number is correct |
| Busy | Recipient is on another call | System will retry automatically |
| No answer | Call went to voicemail | Check voicemail settings |
| Carrier blocked | Carrier flagged as spam | Contact support for STIR/SHAKEN verification |
| Rate limited | Too many calls too quickly | Slow down outbound campaign pace |
How do I set up Zapier automations?
- Go to zapier.com and create an account
- Search for "24CallDesk" in the app directory
- Connect your 24CallDesk account with your API key
- Create a Zap using 24CallDesk triggers (new call, new booking, etc.)
Popular automations:
- Add new callers to your CRM
- Send Slack notifications for missed calls
- Create tasks in project management tools
- Add appointments to other calendars
See our Zapier guide for step-by-step instructions.
Are call recordings stored securely?
Yes. All recordings are:
- Encrypted at rest using AES-256 encryption
- Encrypted in transit using TLS 1.3
- Stored in SOC 2 compliant data centers
- Retained for 90 days by default (configurable)
- Access controlled by your account permissions
You can download or delete recordings anytime. For HIPAA-compliant storage, contact us about our healthcare plan.
Still have questions?
- Live Chat: Click the chat bubble in your dashboard
- Email: support@24calldesk.com
- Documentation: Browse our full documentation