Overview
Your DoorLoop number can now make and receive voice phone calls — not just text messages. If you already have an SMS number set up, you automatically have access to inbound and outbound voice calls too — there's nothing extra to activate. Tenants, owners, vendors, and prospects can call your DoorLoop number directly, and you can call them back from right inside DoorLoop.
Not sure if you have this feature yet? Check your Communication Center inbox — if you see phone calls showing up alongside your text conversations, it's live on your account.
Your voice number is the same number you already use for SMS. If you've set up two-way texting, that same DoorLoop number now also receives and can place voice phone calls — there's nothing new to set up just to get a number.
That covers more than tenants. A prospect calling about a vacancy, an owner asking about a distribution, a vendor confirming access for a work order, a resident locked out on a Saturday — all of it can come through one business number and land in one place.
You can also call any of those contacts directly from their conversation. Outgoing voice calls dial from your DoorLoop number, so contacts see your business number rather than anyone's personal phone.
You control who calls ring through to, when they ring, what callers hear, and whether calls are recorded. Every voice call — incoming or outgoing — is logged in your Communication Center alongside your text conversations.
Note: Inbound and outbound voice calls are currently free during the introductory period. They do not use SMS Credits. Pricing is subject to change, and we'll notify you in advance of any updates. International phone numbers are also not supported at this time.
How Inbound Calls Work
When someone calls your DoorLoop number:
They hear your greeting.
DoorLoop rings your forwarding numbers, one at a time, in the order you set.
If someone answers, the call connects.
If nobody answers — or the call comes in outside your schedule — the caller can leave a voicemail.
Every call, answered or not, appears in the Communication Center.
Setting Up Incoming Calls
Your incoming call settings live in a dedicated tab in your Communication Center settings.
Click Settings on the main menu. Then under the Company section, click Incoming Calls.
Make sure the Incoming Calls settings is toggled on to receive and make calls. Otherwise, toggle it off if you would rather not enable phone calls on your account.
Start by clicking the Edit icon on the "They Hear Your Greeting" section.
On the Greeting & Voice settings, enter a greeting, which is what callers hear when they reach your number. Then select an AI Voice. Click Done when finished.
Next, add your forwarding numbers. These are the numbers that ring when a call comes in. You can add up to 10, and they can be team members' phones or an external number like your main office line.
(Calls ring these numbers in order, one after another.)
Set your call screening preference. When screening is on, the person answering has to press a key to accept the call. This prevents a call from being swallowed by someone's personal voicemail — if DoorLoop detects voicemail picking up, it moves on to the next number in your list instead. (This is set on a per-number basis. Each person on the forward list can have their own preferences.) Note that each person will need to verify your company's DoorLoop number if they want to bypass call screening. Verifying also confirms the number is yours and reduces missed calls.
Tip: Leave screening on for personal cell phones. Turn it off for office lines and phone menus, since an automated system can't press a key to accept.
Choose your scoping — which calls ring which numbers. You can route based on who's calling (tenant, owner, or prospect) and by portfolio or property.
Build your schedule. Set availability for each day of the week individually. Calls that arrive outside those hours go straight to voicemail.
After, set the Ring Settings. This tells the system how long to ring your number before moving on to the next number or sending it to voicemail.
Next, record your voicemail — what callers hear when nobody is available. You also have the option to text back callers who don't leave a message.
Lastly, decide whether to turn on call recording.
Click Save Changes to finish.
Your number is ready to take calls.
Tip: Fifteen seconds per number is a good ring duration — long enough for someone to pick up, short enough that the caller isn't left waiting through your whole list.
Note: If you'd rather not use voice calls at all, go to Communication Center Settings, click the Incoming Calls tab, and toggle off "Incoming Calls." This turns off calling without affecting your SMS messaging.
Making Outgoing Calls
You can call a tenant, owner, vendor, or prospect from inside DoorLoop, without switching to your phone. The call goes out from your DoorLoop number, and it's logged in the conversation when you hang up.
This keeps calls in context. A call to a vendor about a work order sits in that vendor's thread. A call to a prospect about a showing sits in theirs. Nobody has to reconstruct what was said from memory.
Calling From a Conversation
Open the contact's conversation in the Communication Center and start the call from there. The call connects through your browser, so you'll use your computer's microphone and speakers or a headset.
When the call ends, it appears in the conversation alongside your texts and any previous calls, with the same summary, transcript, and recording as an incoming call.
Calling From the DoorLoop Mobile App
Outgoing calls work in the DoorLoop app for iPhone and iPad. Calls behave like a normal phone call: audio comes through the earpiece, the screen turns off when you hold the phone to your ear, and the call keeps running if you switch apps or lock the phone.
Note: Outgoing calls are not yet available in the DoorLoop app for Android.
What Your Contact Sees
Your contact sees your DoorLoop number on their caller ID — not your personal or office number. This means replies and callbacks come back into DoorLoop instead of your personal phone.
It also means your team can call owners and vendors without handing out personal cell numbers, and calls stay with the company if someone leaves.
Call Recording and Disclosure
Outgoing calls are recorded, and DoorLoop plays a spoken notice at the start of the call so both parties know it's being recorded.
Note: Consult your own legal counsel about call recording requirements in your area. Recording laws vary by state, and some require consent from all parties.
What Isn't Available Yet
Dialing a number by typing it in. You can call a contact from their conversation, but there's no keypad for dialing an arbitrary number.
Outgoing calls on Android.
Incoming calls ringing the mobile apps. Calls to your DoorLoop number still reach you through the forwarding numbers you've set up, not by ringing the app.
Reviewing Calls in the Communication Center
Calls appear in the Communications Center and can be viewed in a dedicated Phone Calls section or under All Messages. If viewing from All Messages, a tenant's calls and texts sit together in one thread.
Each call is labeled with a status:
Completed — someone answered
Missed — nobody answered
Voicemail — the caller left a message
Abandoned — the caller hung up before anyone picked up
Open any call to see more:
Full summary — what the call was about
Transcript — the full text of the conversation, available to download
Audio recording — available to download
Routing log — which numbers rang, in what order, and what happened at each one
Recommended actions — suggested next steps based on the call
Note: Call transcripts are available to all accounts with call recording turned on. AI summaries and recommended actions require an AI package.
Finding Specific Calls
Your full call list is filterable, with preset views for the calls that usually need attention:
Missed calls
Voicemails
Abandoned calls
To return a call, use the call back button on the call record. The call goes out from your DoorLoop number, the same as any other outgoing call.
Note: The call back button opens the dialer on your phone or computer, which means the tenant sees your number, not your DoorLoop number. Calling out from your DoorLoop number isn't supported yet.