5 min read

Who can use this feature

Available on monday CRM

Available on Basic plan, Standard plan, Pro plan, and Ultimate plan; Buying and managing numbers requires admin permissions. Placing calls requires a paid seat with an assigned number.

Note: monday Smart Call is currently in Alpha. Access is being expanded gradually to eligible accounts.

monday Smart Call brings outbound calling directly into monday CRM so your team can call leads and contacts from the monday mobile app using a dedicated business number, without switching to a personal phone or a separate tool. Calls are logged automatically to the relevant CRM record, keeping your activity history complete and your team's performance visible.

Use this guide to set up a business number, assign it to your team, and start making calls from within monday.

What is monday Smart Call?

monday Smart Call is a mobile-first calling feature built inside monday CRM. It allows sales reps to make outbound calls from the monday mobile app using a business phone number purchased directly inside the platform. The rep's personal number is never exposed to the contact.

Every call is automatically logged to the relevant CRM record with a timestamp, direction, duration, and a lightweight outcome prompt, so managers have full visibility into call activity without relying on manual entry.

monday Smart Call includes:

Business number purchase – Buy a US phone number directly inside monday from Account Settings, with no external vendor required.
Outbound calling from mobile – Tap any phone number field in a lead, contact, or deal record on the monday mobile app to start a call.
Automatic call logging – Every call is recorded to the CRM timeline with key details, including timestamp, duration, direction, and outcome.
Caller ID protection – Calls present your business number as the caller ID, keeping reps' personal numbers private.
Admin number management – Assign, unassign, and release numbers, track usage, and manage minutes from a central web admin hub.

Note: monday Smart Call V1 supports outbound calls only, from the monday mobile app. Inbound calling will be available in a future release. Web calling is not supported; calls must be initiated from the mobile app.

Setting up monday Smart Call

Setup is completed by an admin in Account Settings. The flow covers purchasing a number, buying calling minutes, and assigning the number to a team member.

Step 1: Open Phone Numbers settings

1Go to Account Settings and select Phone Numbers from the left panel.

Step 2: Buy a number

1Click Buy a Number to open the purchase wizard.

2Select an area code where available, then confirm billing details.

3Complete the purchase. Your number will appear in the Phone Numbers tab.

Note: US numbers only are supported in this release. Number porting and bring-your-own-number (BYON) are not available at this time.

Step 3: Buy calling minutes

1From the Phone Numbers tab, click Buy Minutes.

2Select the minutes package and confirm your purchase.

Step 4: Assign a number to a team member

1In the Phone Numbers tab, locate an unassigned number and click the row action to open the Assign Number modal.

2Select the team member with a paid seat and confirm the assignment.

Note: A number must be assigned to a paid seat before that team member can place calls. If no number is assigned, the call option will not be available in the mobile app.

Making a call from the monday mobile app

Once your admin has assigned you a number, you can call any lead, contact, or deal directly from the monday mobile app.

1Open a lead, contact, or deal record in the monday mobile app.

2Tap the phone number in the Phone field or phone column.

3The call will be placed from your assigned business number. When finished, you will be prompted to log an outcome.

Tip: If you see a phone number highlighted on the web, tapping it can send a notification to your mobile app to initiate the call from there.

How call logging works

Every call made through monday Smart Call is automatically logged to the CRM record timeline. No manual entry is required.

Each call log entry includes:

Timestamp – The date and time of the call
Direction – Outbound
Duration – Total length of the call
Outcome – A lightweight prompt allows the rep to note the result (for example, "Left voicemail," "Connected," "No answer")

Call logs are visible from the item timeline on any contact, lead, or deal record across all devices. Viewing call history from the web is fully supported; only initiating calls is mobile-only.

Managing numbers and usage (admins)

The Phone Numbers settings hub in Account Settings gives admins full control over number management and usage monitoring.

Available admin screens

Phone Numbers settings – Central hub for all number management, accessed from Account Settings > Phone Numbers
Buy a Number wizard – Multi-step flow to purchase a new US number
Buy Minutes wizard – Purchase additional calling minutes
Assign Number modal – Assign an unassigned number to a team member with a paid seat
Unassign Number modal – Remove a number from a team member
Release Number modal – Permanently delete a number from the account
Usage Dashboard – View minutes used, cost, and a per-user breakdown from the Usage tab

To unassign a number, open the row action on an assigned number in the Phone Numbers tab and select Unassign. To permanently remove a number from your account, select Release Number from the row action menu.

Attention: Releasing a number is permanent and cannot be undone. The number will no longer be available to your account.

Known limitations

The following are known limitations for the current release:

Web dialer – calls cannot be placed or received from the monday web app
Inbound calling – will be available in a future release
US numbers only – international numbers are not available at this time
Number porting or bring-your-own-number (BYON)
SMS (handled separately)
Advanced dialer features such as power dialer, voicemail drop, or local presence
Call center capabilities such as IVR, queues, routing, or call transfers

FAQs

Can I use my existing business number with monday Smart Call?

Not at this time. This release focuses on purchasing a new US number directly inside monday. Number porting will be considered for a future release.

What happens if someone calls my monday number in V1?

Inbound calls are not supported in V1. Callers will hear an automated message directing them to use another contact method. A missed inbound attempt may be logged to the CRM so you can follow up.

Can I see call history from a desktop browser?

Yes. Call logs are visible on the CRM item timeline across all devices including web. Only initiating calls requires the monday mobile app.

Who needs admin permissions to use monday Smart Call?

Admins are responsible for purchasing numbers, buying minutes, and assigning numbers to team members. Once assigned, any team member with a paid seat can place calls from the mobile app without admin permissions.

Will my personal phone number be visible to the person I am calling?

No. All outbound calls present your assigned business number as the caller ID. Your personal number is never exposed.

Related learning

If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.

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