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Documentation Index

Fetch the complete documentation index at: https://fieldpulse.mintlify.app/llms.txt

Use this file to discover all available pages before exploring further.

Engage is a fully-integrated phone system to manage your customer interactions including: phone calls, text messages, voicemails, emails, and more.
Engage is available for users in the United States and Canada.

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Why Utilize Engage?

  • Keep important customer conversations off your personal mobile phone
  • Track all customer communications in one place
    • Save all of your customer call history, voicemails, emails, and text messages inside the app
  • Provide managerial oversight
    • Managers can see conversations between customers and technicians and participate in the conversation when necessary

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Enabling Engage

Contact us at support@fieldpulse.com or use the Chat feature in the bottom right hand corner of your screen to enable Engage. Once Engage has been enabled and your phone number(s) have been connected, you’re ready to begin exploring the application! Engage can be used through the FieldPulse web app or through the Engage by FieldPulse app, available on iOS and Android.

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Porting Your Number into Engage

Already have a business number you’d like to keep? No problem. Engage supports porting in both local and toll-free numbers, so you can bring over the number your customers already know and trust. Just reach out to our support team and we’ll guide you through the porting process and handle the heavy lifting on our end. And if you don’t have a number to port in, you can grab a new local or toll-free number directly through FieldPulse to get up and running right away.
Important Note: Engage lines do not support verification codes (OTPs)

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What’s Possible in Engage

Here are the features included in Engage:

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Access Levels in Engage

Not all user roles have the same level of access in Engage. Here’s a breakdown of what each role can do: Limited Agents — No access to Engage. Service Agents — Can be assigned to one specific phone line (or none). They can handle incoming and outgoing calls on their assigned line, and view incoming activity and their own outgoing activity on that line. Team Managers and Admins— Can be assigned to one phone line or none. If designated as a manager on additional lines, they can manage those lines as well, make incoming and outgoing calls across those lines, and view activity on all lines they manage.

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Engage Organization

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Conversations

Conversations allow you to text customers and view past customer interactions across all communication methods. Select All to view all text conversations across all Engage phone numbers, Main to view the texts associated with your main phone number, or Selected to select which Engage phone numbers you would like to view text conversations from. Utilize the search feature in the web app to search by name, phone number, or key word and find related conversations easily. Click on any customer conversation to view the details. Once you are viewing a specific customer, you can filter by communication history type or by team member. Could not display content You can initiate text messages with your customers from this view, or toggle on Notes to leave an internal note for yourself or your team members. All information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App). You can also easily switch between your assigned or managed phones when sending SMS messages. Navigate to the conversation where you’d like to send an SMS message, then click on Sending From to adjust the outbound phone line. Both your phone number and friendly name will be displayed, making it easy to identify your preferred line. This feature is available on Engage web app and mobile app.

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Calls

Calls allow you to call customers and view past customer phone calls. Select All to view all calls across all Engage phone numbers, Main to view the calls associated with your main phone number, or Selected to select which Engage phone numbers you would like to view calls from. Utilize the search feature to search by name or phone number and find related call history easily. Click on any customer call to view the details. Once you are viewing a specific call log, you can listen to the call or voicemail recording, view the phone numbers used, and add or view any call notes. Like in Conversations, all information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).

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Voicemails

Voicemails allow you to view customer voicemails. Select All to view all voicemails across all Engage phone numbers, Main to view the voicemails associated with your main phone number, or Selected to select which Engage phone numbers you would like to view voicemails from. Utilize the search feature to search by name or phone number and find related voicemails easily. Click on any customer voicemail to view the details. Once you are viewing a specific voicemail, you can listen to the voicemail recording, view the phone numbers used, and add or view any call notes. Like in Calls and Conversations, all information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).

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Customers

Customers allows you to view your customers in an organized way. Select Recent to view your most recent customers, All to view all your customers in FieldPulse, or Assigned to Me to view only customers that are assigned to you in FieldPulse. Utilize the search feature to search by name or phone number and find customers easily. Click on any customer name to view their details. Once you are viewing a specific customer, you can filter by communication history type or by team member. You can initiate text messages with your customers from this view, or toggle on Notes to leave an internal note for yourself or your team members. All information from your customer’s record in FieldPulse will be automatically populated on the right side of your screen (WebApp) or accessible by clicking the person icon in the top right corner (Mobile App).

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FAQs

Can I restrict my technicians’ access to our customers’ contact information within Engage? Absolutely! This is a user permission setting that you can toggle on or off to control whether technicians have access to customer phone numbers and email addresses. Can I answer calls from Engage using a bluetooth headset? You can answer incoming Engage calls directly through your headset, depending on your device. If that doesn’t work at first, try answering via the web or mobile app, then switch to your Bluetooth headset for the call. If you’re having audio issues, make sure your headset is only connected to the device running Engage. Connections to multiple devices (like a phone and computer at the same time) can cause unstable or patchy audio, so disconnect any extras for the best call quality. Do call recordings in Engage ever expire or get deleted? They are stored in FieldPulse indefinitely. You can download them at any time from your Call History or by using the Reporting feature within Engage. How long does it take for new or updated FieldPulse contacts to appear in Engage? When a new customer is created or existing customer information is updated in FieldPulse, the changes will take approximately two minutes to sync and appear in Engage. During this time, you may see the customer’s phone number displayed instead of their name. This is expected and will resolve once the sync is complete.

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Video Tutorial

Have additional questions? Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.