Help CenterEnjoy a FREE 60-day trial on us of our newest feature, VoIP Screen Pop/Caller ID!
This has already been added to your account and you’re in a great spot to elevate how your team handles every incoming call. See below to find out how to enable this. Takes less than 1 minute!
Instead of answering blind, your staff instantly sees who’s calling along with key customer details, giving them the context they need to respond faster, more personally, and with confidence. Features like screen pop are designed to surface relevant client information the moment the phone rings, helping teams deliver more efficient and tailored service .
Click to learn more on how screen pop can instantly boost efficiency!
- Instantly see who’s calling, no more guessing or asking repeat questions
- Pull up client, pet info, and past call notes before you even say hello
- Pick up conversations where you left off, no more “can you remind me what this was about?”
- Reduce call time by skipping manual lookups and digging through records
- Handle busy phone periods with less stress, everything you need is already on screen
- Cut down on errors by having full context, including prior notes and history
- Train new staff faster, call notes give them instant background and confidence
- Deliver a more personal experience, clients feel remembered, not repeated
- Keep the front desk moving, fewer bottlenecks during peak hours
Step 1: Enable VoIP Screen Pop settings.
Logged into your Live Access, KC-Cloud or Hello-Groom software,
Navigate to Messaging>VoIP and click into the Settings tab.
There will be a toggle that allows you to Enable VoIP Integration>Enter your shop number. (If you have multiple lines, click add new number and enter the other numbers one at at time.)
VoIP Screen Pop is available to all user types except users mark as Restricted Groomer, however there is an option to prevent specific employees from recieving these pop up calls when logged in under their user account.
Its now enabled and calls will start appearing as these settings are saved automatically.
Learn how it works ⬇️
When a customer calls in, a red button will appear on the top of your screen indicating who the call is coming from. Click the call button, and a panel will open on the right hand side showing the client and pet name, any current appointments, and a space to document call notes.
If someone calls in and their number is not associated with an active client card, that number will display in the pop up. Click on the pop up and a panel will open with that number and show "Unknown Contact".
You can associate this number with an already existing client by selecting the drop down "Associate Number With Client" and choosing someone from the list.
Note: If a number is associated with the wrong client account by mistake, there is no way to undo that from the pop up screen. You will need to go into that client's account and remove the number, then add it to the appropriate client card.
If there is no client in your system to associate this number with, you can add a new client by going to the column on the left hand side and clicking Add>New Client.
Screen Pop does not disappear from your screen unless you click the red X in the top right corner. This allows you to navigate through other areas of the system without losing your call information.
Call Notes allow you to quickly type details from the call without having to open up the client or pet card. These notes are saved automatically.
A good call note is a clear, concise summary of the interaction that captures the key details and can include:
- Reason for the call (what the client needed or reported)
- Key actions taken (what you did during the call)
- Outcome or resolution (what was fixed, explained, or still pending)
- Next steps (follow-ups, escalations, or client expectations)
The goal is to ensure anyone reviewing the note can quickly understand what happened without needing additional context.
Click on the client name or pet name to open up the client card or pet card.
Click on the appointment tile to open up that appointment.
You can book appointments directly from the pop up screen by clicking the arrow next to the pets name, then clicking "Book" and choosing the appointment type.
There is a Global Call History page located under Messaging > VoIP that displays all call information.
This Call History tab lists all recent calls from all clients. You can filter the results by date range, phone number, client name, employee, or even keywords included in the call notes.
You can edit notes that were entered through the VoIP pop-up screen. Within the Call History tab, each call entry has an edit pencil icon next to the notes. Clicking the pencil will open a panel on the right side of the screen with a green banner indicating that a record from the selected date is being edited.
Enter new notes in the Call Notes section in the pop up.
The Call History tab on the client card displays previous calls from the numbers associated with that account including:
-Date and time of the call
-Duration and if the call was missed
-The employee logged in when the call came in/who clicked into the call pop up
-Client name
-Phone number that called
-Notes
-Action tab (allows you to edit)
Quick Tips:
-All notes enetered into the VoIP pop up screen will save automatically.
-The Global Call History page displays all calls from all clients and has paging at the bottom that displays 100 calls per page.
-The Call History tab on the client card displays the last 500 calls from the client.
-VoIP note fields allow up to 2,000 characters.
-Has notes = you have 50 calls in the history and you just want to see the ones with notes
-Red call button disappears after 60 seconds, unless the call is answered, then it will disappear 10 seconds after hangup.
-If a client account has more than one phone number listed, the system will display the specific number that is currently calling while still showing the client name associated with the client card.
