Call Masking

Maintaining privacy between your Customers and Technicians is a valuable component to your business that helps keep communications as streamlined as possible. Call Masking helps by preventing a Customer from having access to a Technician's phone number while still allowing Technicians to call a Customer via the mobile app.

Article Sections

  1. Technicians - Call Masking Disabled
  2. Technicians - Call Masking Enabled
  3. Customers - Call Masking Disabled
  4. Customers - Call Masking Enabled
Normally, the Dispatch Field mobile app allows Technicians (and Dispatchers) to call a customer with a tap of a button. Calling a customer via the app eliminates the need for a technician to copy down a phone number, flip between screens, or save a number to their personal contacts.
When Call Masking is enabled, this feature affects all users using the Dispatch Field mobile app, whether you're a Technician or Dispatcher. Dispatchers using the Dispatch Manager app can still view a customer's phone number normally.
This article will provide information on what Technicians will see via the Dispatch Field app. It will also discuss what a customer can and cannot see when this feature is active.

Technicians

Call Masking Not Enabled

By default, Technicians can view a customer's phone number and email address (Dispatchers can modify these details at any time they wish from both applications). 

When viewing the customer details for a job, Technicians are able to view a Customer's full phone number and use the Call and Text options within the mobile app. The mobile app will show customer’s information like this:  

  • Pressing Call will prompt the user to call using their phone calling application on their device 
  • The Caller ID displayed to the customer will be of the device making the call
  • Pressing Text will use the text messaging functionality within a user's phone. The Customer will see the phone number associated with that device

Call Masking Enabled

Once Call Masking is enabled, the view for Technicians will change slightly inside of the mobile app:

  • Only the last 4-digits of a Customer's phone number(s) will be shown to the Technician
  • Pressing Call will prompt the user to call using their phone calling application on their device
  • Via their Caller ID, the Customer will not be able to see the Technician's personal number and will instead see your Call Masking Number. Your Call Masking Number is normally your company phone number but can be any phone number that you have access to
  • The Text option will be disabled within the Dispatch Field mobile app
  • Technicians will see a message that states that Call Masking is enabled below where they see Customer's information

Customers

Call Masking Not Enabled

The customer view allows the customer to view the arrival time of your Technician when a technician presses the On My Way button. It also provides contact information for the assigned Technician. There are two views for a customer, one for a mobile device and one for a computer.

Computer View

  • The Technician's phone number is displayed to the Customer without the option to send a text message, as the device the Customer is using does not natively offer texting
  • The assigned Technician's name is displayed to the Customer

Mobile View

  • The Customer can tap on Call from their mobile device to reach the Technician
  • The Customer will be able to see the Technician's phone number
  • The assigned Technician's name is displayed to the customer
  • The Customer can send text messages to the Technician
  • The Technician will see the incoming phone number, displaying the customer's name and/or via their caller ID

Customers

Call Masking Enabled

When Call Masking is enabled, the customer cannot see the Technician’s contact information during the On My Way portion of an appointment. Instead, the Customer will see your Call Masking Number, which is normally your company phone number. This change helps keep Customers from interrupting Technicians and ensures Customers contact your office instead of an individual Technician. 
Customers can still view a Technician’s On My Way status and location via mobile device and computer when Call Masking is active. Customers will also see your company phone number when viewing this information.

Computer View

  • Your company phone number is displayed to the Customer
  • The assigned Technician's name is displayed to the Customer, but the Technician’s phone number is not shown

Mobile View

  • Your company phone number is displayed to the Customer 
  • The Customer can tap the Call button to call the Technician
  • The Text option is not displayed to the customer unless your Call Masking number can receive SMS messages
  • The assigned Technician's name is displayed to the Customer
Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.