6 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.

monday Smart Call brings 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. You can place outbound calls and receive inbound calls, and every call is transcribed and summarized by AI automatically. Calls are logged to the relevant CRM record with a recording, transcript, and summary, so your team's activity and performance stay visible without manual notes.

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

What is monday Smart Call?

monday Smart Call is a mobile-first calling feature built inside monday CRM. It lets your team make and receive calls using a business phone number purchased directly inside the platform. Your team's personal numbers are never exposed to the contact.

Every call is automatically recorded, transcribed, and summarized, then logged to the relevant CRM record with a timestamp, direction, duration, and an AI-generated summary, 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.
Inbound calling - Receive calls to your business number directly on the monday mobile app.
AI call transcripts and summaries: Every call is automatically transcribed and summarized, including topics, decisions, and action items.
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 your team's personal numbers private.
Verified Caller ID - Optionally display a real number you own, such as a mobile or office line, instead of your monday business number.
Admin number management - Assign, unassign, and release numbers, track usage, and manage minutes from a central web admin hub.
Call recordings - Calls are recorded and automatically logged in the relevant contact timeline.

Note: monday Smart Call supports US, Canada, Puerto Rico, and Israel phone numbers only in this release. Number porting and bring-your-own-number are not available. Web calling from a browser is not supported; calls must be placed or received through the monday mobile app, though you can trigger a call from the desktop app (see Calling from the desktop app).

monday Smart Call works for more than sales teams. Field teams, such as inspectors and field service reps, use it to log calls made between site visits, and some teams rely on call recordings as documentation for compliance and audit purposes.

Setting up monday Smart Call

Setup is completed by an admin in Account Settings. The flow covers generating a number, choosing an area code, and assigning the number to a team member.

1Go to Usage stats and select monday Smart Call from the left panel.

2Click + Generate a new number.

3Select an area code where available, and click Next.

4Assign a label for the number, then assign a team member to the number.

5Select Complete. Your number will appear in the Phone Numbers tab.

Your account can hold up to 5 numbers. To request more, contact your account manager or support.

Note: Choose an area code that matches your team's calling region, where possible. Numbers with a mismatched area code are more likely to be flagged as spam by carriers. See Troubleshooting for more on reducing spam flags.

Verified Caller ID

Verified Caller ID lets you display a real number you already own, such as a mobile, office, or Google Voice number, instead of your monday business number when you place a call. Setup takes a few minutes and is managed from Admin > Usage stats > monday Smart Call> Assign a number.

For the full setup steps, the IVR conflict warning, and important notes on how callbacks and spam flagging work with a verified number, read our article monday Smart Call: Verified Caller ID.

Note: When verified caller ID is enabled, your call prospects will see the business or private numbers of your reps. Calling back to that number is not routed through a monday line and thus is not recorded, transcribed, or logged automatically in the CRM.

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.

Calling from the desktop app

You can trigger a Smart Call from the monday desktop app. The call itself routes through your mobile device, so your phone needs to be nearby.

Before you start: notifications must be enabled for the monday mobile app on your phone. Go to your phone's Settings > Apps > monday > Notifications and turn the toggle on.

You can initiate a call from the desktop app in two ways:

Click the phone number directly in the board's phone number column.
Open the item card and click the call button.

1A notification appears on your mobile device.

2Tap the notification to open the monday app. The call starts automatically.

3Talk freely. When the call ends, monday AI processes the recording, which can take a couple of minutes.

4Once processing is complete, the call is logged automatically to the contact's timeline.

Viewing the call on desktop:

1Open the contact's item card and go to the timeline.

2The call entry shows the call type, date, caller, phone number, duration, and status.

3Click Full summary to expand the complete AI summary, decisions, and action items, or click Recording to play back or download the audio.

Receiving inbound calls

When someone calls your monday business number, the call rings to the monday mobile app of the team member assigned to that number. Make sure notifications are enabled for the monday app on your phone so you don't miss an incoming call.

Note: A number must be assigned to a paid seat before that team member can place or receive calls. Notifications must also be enabled for inbound calls to reach the mobile app.

Inbound calls are recorded, transcribed, and logged to the relevant CRM record, just like outbound calls, so your team has a complete history of every conversation, regardless of who placed it.

How call logging works

Every call made through monday Smart Call is automatically recorded and logged to the relevant CRM contact timeline. No manual entry is required.

Each call log entry includes:

Call type - Outbound or inbound
Date and time - When the call took place
Caller - The person who placed or received the call
Duration - Total length of the call
Status - For example, completed
Recording - Playable audio with a download option
Full summary - The complete AI-generated call summary, decisions, and action items

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 from a browser is unsupported.

To see all of your team's calls in one place, go to the Call Logs tab and select Phone Calls. From there, you can view each call's status and full details, including whether it was recorded.

AI transcripts and call summaries

Within minutes of hanging up, every call gets a full transcript with speaker labels and timestamps, an AI-generated summary, detected topics, decisions, and results, and concrete action items with owners. Processing usually takes 30 seconds to 2 minutes, though longer calls may take a bit longer.

You can also ask follow-up questions about any call using the AI panel, for example, "Was a pricing objection raised?" Each question you ask uses a small number of AI credits. See monday Smart Call: AI credits for details.

If a transcript or summary looks wrong, flag it from the call activity using the Report issue link, or edit the summary directly.

Note: Background noise, hold music, and IVR audio are captured in the recording but may not transcribe clearly. Touch tones are captured in the audio but filtered out of the transcript.

Pricing and AI credits

monday Smart Call is priced through AI credits rather than a flat per-seat fee. You're charged only for connected call minutes, plus a small number of credits for each follow-up question you ask using Ask AI.

See monday Smart Call: AI credits for the full credit rates, the account number limit, and how price changes are communicated.

Managing numbers and usage (admins)

The monday Smart Call settings tab in the Administration section gives admins full control over number management and usage monitoring.

Available admin screens

Phone Numbers settings - Central hub for all number management, accessed from Usage stats > monday Smart Call
Generate a new number - Multi-step flow to generate a new number
Assign Number modal - Assign a called ID
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, remaining credits, and purchase more credits

To unassign a number, click on the three dots to the right of the number and select Edit from the dropdown menu. You can reassign the number to a new team member in the window that appears. To permanently remove a number from your account, select Remove Number from the same dropdown menu.

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

To cap how many AI credits a team member can use on calling each month, go to Admin > AI governance > Usage limits and create a limit policy for monday Smart Call. You can set a limit per user or for the feature as a whole. See monday Smart Call: AI credits for how credits are calculated.

Known limitations

The following are known limitations for the current release:

Web dialer - calls cannot be placed or received from a browser; calls route through the monday mobile app
US, Puerto Rico, Canada, and Israel numbers only - additional international numbers are not yet available
Number porting or bring-your-own-number
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
A 5-number limit per account; contact your account manager for more

Troubleshooting

You don't see a call button

Confirm you have a paid CRM seat, a number is assigned to you, your mobile app is on the latest version, and notifications are enabled.

A call doesn't appear on the timeline

Confirm the call connected and was placed from monday rather than a personal dialer, then force-quit and reopen the mobile app. Also confirm the phone number column on your board is set to the phone number column type, not text or number.

Calls are going to voicemail

Calls that go to voicemail are still recorded and logged automatically, so no action is needed.

Your calls are getting flagged as "Spam Likely"

Carriers flag numbers based on caller ID reputation, calling behavior, and community-reported lists. To reduce flags:

Match your number's area code to the region you're calling
Keep cold outbound volume to around 60 calls per hour per number
Aim for calls longer than 15 seconds where possible
Use monday Smart Call: Setting up Verified Caller ID for warm or existing relationships
Avoid rotating numbers frequently, since new numbers start with a weaker reputation

If a number stays flagged after a week, pausing it and then releasing it in favor of a new number with a different area code can help.

FAQs

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

Not at this time. monday Smart Call focuses on purchasing a new US number directly inside monday. You can display your existing number as your caller ID using monday Smart Call: Setting up Verified Caller ID.

What happens if someone calls my monday number?

The call rings to the monday mobile app of the team member assigned to that number, as long as notifications are enabled. The call is recorded, transcribed, and logged to the relevant CRM record automatically.

Can I see call history from a desktop browser?

Yes. Call logs, recordings, and full AI summaries are visible on the CRM item timeline across all devices, including web. Only placing or receiving calls requires the monday mobile app.

Who needs admin permissions to use monday Smart Call?

Admins are responsible for generating and assigning numbers, and managing credits. Once assigned, any team member with a paid seat can place and receive calls from the mobile app without admin permissions.

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

No. Outbound calls present your assigned business number, or a Verified Caller ID number if you've set one up, 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.

Get started with monday Smart Call