Setting it up
- Pick your phone service. Use Forz telephony, priced separately, or connect your own Twilio account: an admin enters your Twilio Account SID, Auth Token and phone number (in E.164 format, such as +15551234567) in Settings > Integrations, and Forz checks the credentials and shows Connected.
- Turn on Calls. Calls is a module you switch on in Settings > Modules. Calls that are recorded are transcribed and summarized automatically.
- Verify an email sender. Add a sending address and verify it (email confirmation, DKIM and return path). Give each sender a purpose: General, Billing (invoices, estimates, jobs and purchase orders), Support (replies from the conversations inbox) or Notifications (workflows, alerts and portal emails).
- Keep phone numbers clean. Store each contact’s numbers with a label and the country code. Forz normalizes them to digits and matches incoming calls and texts to the right contact.
- Edit your templates. Adjust the default estimate, invoice, job, purchase order and sales order emails in Settings > Email notifications > Email Templates, then send a test to yourself from a draft record.
What happens after a recorded call
| Step | What Forz does |
|---|---|
| The call completes with a recording | Queues a transcription about 5 seconds later |
| The transcript is ready | AI writes a 2–3 sentence summary |
| Contact match | Checks the caller’s number (inbound) or the number dialed (outbound) against your contacts |
| Filing | Saves the summary as a Call Summary note on that contact, visible on its activity timeline |
Missed calls and calls with recording turned off get no transcript. Forz does not answer the phone for you: your team takes every call, and Forz keeps the record.
Four days in the office
HVAC: checking on a repair
The day after an AC repair, a dispatcher texts Maria from Conversations: “Just checking in, is your AC working properly after yesterday’s repair?” Maria’s reply lands in the same thread. The dispatcher either closes the conversation or opens a follow-up work order.
Plumbing: a callback about a leak
A property manager calls to say yesterday’s leak isn’t fixed. The dispatcher opens the call in today’s log and reads the summary on the call’s Overview tab: a continued leak under the kitchen sink, a return visit requested this week, water damage to a cabinet. The follow-up work order starts with those details already written down.
Fire protection: confirming an inspection by email
Two days before a scheduled fire safety inspection, the dispatcher emails the building manager from Conversations with the date, time and technician name, then snoozes the thread until tomorrow morning, the day before the visit, to check for a reply.
HVAC in peak season: triaging the inbox
When dozens of texts arrive each day, the lead dispatcher works the Unassigned filter, replies or adds a teammate to each thread, and closes finished ones so the Open view shows only live conversations.
Works with the rest of Forz
- Field service CRM: every conversation and call appears on the contact’s activity timeline, and call lists organize outbound follow-up.
- Estimates and the customer portal: emailing a record includes a link to its portal page, where customers accept an estimate or pay an invoice.
- Online booking: customers who book an arrival window get a confirmation email showing that window.
- Workflow automation: the Send Email action runs on When-If-Then rules, for example emailing the technician when a job moves to Scheduled.
- AI agents: call summaries are built in, and you can also connect your own agent through the Forz CLI or REST API.
- Integrations: Twilio for SMS and voice, plus QuickBooks Online and Stripe.
Setting it up? The Conversations guide, the Calls guide and the Twilio Integration guide walk through each screen.