The Call & Message Center: calls, texts and chats in one place

In this article

The first time you open it

Open it from Communications → Call & Message Center in the left menu. The same menu has Performance Metrics, Leads, Tickets and Settings, where you set up call routing and greetings.

If your business has no number or email yet, BizBaby first opens Finish communication setup. Pick a number, or click Continue without phone, then set up the business email or skip it. After that, the center itself opens. Only a business admin can do this setup.

Find your way around

Area	What it shows
Left column	Unread Messages and how many there are, the search box (Ctrl K), and the conversation list. The Customers tab is first; the red numbers on the tabs count unread conversations. Click + New to start one.
Middle	The open conversation, grouped by day. The customer's address, phone and email sit under their name. Logs is at the top right.
Right column	Customer activity: the customer's tickets and latest appointments.
Phone panel	At the bottom right: your business name and number, and the Available for calls switch.

Take and make calls

While the page is open, Available for calls is on, and incoming calls ring here. It's switched on each time you open the page. Turn it off when you step away; calls then go to the next available person or follow your missed-call setting.

Each call shows in the customer's conversation: missed calls in red, answered incoming calls in green and calls you made in grey, with how long the call lasted. If call recording is on, a play button sits on the call. Voicemails appear the same way.

Reply by text, email or chat

Open the conversation, write your reply and send it. A text shows Sending…, then Delivered or Not delivered under it. Texts need your number to be registered for texting. If a text doesn't arrive, see Messaging limits and delivery problems.

Your own replies show Sent by and your name. Incoming messages that someone has dealt with show Done by and that person's first name.

AI drafts and AI calls

If Agent Genie or the AI receptionist is on, its work shows in the conversation too. An AI DRAFT is a reply it prepared and is holding for you. Click Approve & reply to send it, Approve silently to accept the change without sending anything, or Dismiss. When it stops on purpose, for example because the customer asked about price, it says why and marks the conversation WANTS A HUMAN. A call the AI took shows as AI ANSWERED A CALL. See AI Receptionist.

Common problems

• You open the Call & Message Center and get a setup page. Your business has no number or email yet. Choose one, or continue without it.
• Calls don't ring for you. Check that Available for calls is on and the page is open. Also check that no Forwarding phone is set in the Call & Message Center settings.
• You can't send texts. Your number isn't registered for texting yet, or a BizBaby bill is unpaid.
• You don't see the Call & Message Center at all. Your plan doesn't include it, or your role has no access to it. Ask the business owner.

Related

• Call routing, forwarding, greetings and missed calls
• Messaging limits and delivery problems
• Get a new business number
• AI Receptionist: set it up, what it says, when it hands over