Frequently asked questions

Team & agents

How do I add new agents to my team? Go to Agents, click Add Agent (or Import CSV), enter their name and email and choose a role. Then click the Send Invitation icon on their row — they'll receive an email with an Accept Invitation link. Inviting uses a seat. See Agents, roles & permissions.

What roles are there? Organization Admin, Team Lead, Agent and Billing Admin. Admins can do everything; Team Leads manage agents and call lists; Agents work the Call Board, Contacts and Messages; Billing Admins handle billing and analytics.

Why can't I invite another agent? You've reached your seat limit. Add seats under Settings → Billing or remove an agent.

Contacts

Can I import contacts from a CSV file? Yes. On Contacts click Import, upload or paste your CSV and click Import. Your file needs a name column and a phone column; other columns are matched automatically. Use Download Template for a ready-made layout, and choose how duplicates should be handled. See Contacts.

Can agents see every contact? By default yes. Admins can limit agents to their assigned contacts under Settings → Organization → Call Settings.

Calling

How do calls work — do I need a headset? No. Call Helm rings your own phone first (set it in Settings → Profile → Calling Preferences), then connects the contact. See Making calls.

What do I need before I can make a call? Your organization needs a phone number (Settings → Phone Numbers) and you need a phone number in your Calling Preferences.

How does call recording work? Recording is off by default and available on paid plans. Turn it on for your calls with the recording toggle in the top bar (admins can allow agents to use it under Settings → Organization). Contacts hear a recording announcement. Recordings play from Call History; recorded calls are transcribed automatically.

Can I receive calls on my Call Helm number? Inbound calls are logged, but routing to agents, forwarding and voicemail aren't available yet.

Messaging

How do I set up SMS messaging? No external provider is needed — texting is built in. You need a purchased or ported number (verified caller-ID numbers can't text), and US carriers require you to register for 10DLC: go to Settings → Phone Numbers → SMS Brands / SMS Campaigns. Brand approval usually takes 3–5 business days. See SMS compliance (10DLC).

Why can't I send a text? Common reasons, each shown as a message in the app: no phone number configured; your number is a verified caller ID (voice only); the contact has opted out; you've reached your plan's monthly SMS limit; or your trial has ended and the number is in its grace period.

Can I send a message to many people at once? Yes, with Broadcasts on Professional, Business, and Enterprise plans, provided your sending number is linked to an approved 10DLC campaign. Broadcast messages count against your SMS allowance. See SMS Broadcasts.

Can I send pictures? Yes — up to 3 attachments per message (JPEG, PNG, GIF, WebP, MP4 or 3GP), each under 1 MB.

AI features

What AI features are available? Recorded calls are transcribed automatically (AssemblyAI) with speaker labels and PII redaction, then analysed to produce a summary, sentiment, quality scores, business intelligence and action items. You can also generate call scripts with AI (OpenAI). These require a paid plan and are subject to monthly allowances. See AI features.

Billing

Is there a free trial? Yes — 14 days of Pro Starter, no credit card required. Afterwards you move to the Free plan automatically unless you subscribe.

How do I change my billing plan? Go to Settings → Billing, choose your seats and click Upgrade or Downgrade on a plan; you'll check out through Stripe. Upgrades apply immediately. Use Manage Subscription to update your card, download invoices or cancel. See Billing, plans & seats.

What happens if I go over my limits? Limits are hard caps — the action is blocked until the next billing period or an upgrade. There is no surprise overage billing.

Security & integrations

Is my data secure? Data is encrypted in transit and at rest, each organization's data is isolated with database-level row security, access is role-based, and transcripts are PII-redacted. Call Helm does not currently hold third-party certifications such as SOC 2. See Security & privacy.

Can I integrate with my CRM? Call Helm integrates with 3CX phone systems (Call Helm acts as the CRM inside 3CX). There are no Salesforce, HubSpot, Pipedrive or Zapier integrations and no public API at this time. See 3CX integration.

Support

How do I get help? Email hello@callhelm.com. There is no phone or live-chat support.