Tradesly · Guide
Built to stay on the air
Prepare your phone workflow with visible handoff, reference and monitoring tools.
Your phones are the one system a trades business can't afford to ignore. A slow website may cost a visit; an unanswered phone may cost the job. Tradesly gives you tools to watch calls, let a person step in, and find the business information needed to keep helping a customer.
No phone service can promise that carriers, networks, devices, integrations and software will always be available. Treat the controls in this guide as part of your continuity plan, not as an uptime guarantee.
1 Know what you can see during a call
Your Office shows calls in progress with a Live pill and names who currently has the call. From there, a teammate can Listen or Take Over when those actions are available. Learn those controls before a busy shift, and make sure the people expected to use them have the right account access.
Set up Live Transfer with a monitored Teammate's phone number. Then place a test call and confirm that the teammate can answer. A configured transfer number does not guarantee that a person will be available, so decide who watches it and what your team should do when nobody can accept.
2 What to do next
Give a teammate a way onto a call.
In Settings, Live Transfer takes a Teammate's phone number, and saving it turns the feature on; readiness then reads Can place calls · Ready. See Live Transfer: getting the right person onto the call.
Learn the Reference panel before you need it.
On a ticket, the right rail switches between Reference and AI Insights — The Reference panel: your cheat sheet during a call shows what's in there and how to search it mid-call.
Get used to reading the day from the Dashboard.
Look for unexpected changes in activity rather than waiting for a customer report. See The Dashboard: what happened while you were away.
Report missing or incorrect behavior promptly.
Save the ticket ID, time and observed result without emailing unnecessary customer details. Getting help has the ways to reach us.
3 Keep the facts close to the conversation
During a live call, the Reference panel puts your business information beside the conversation. Review the services, prices, policies and service areas it shows. Keep that information current, and train staff to confirm sensitive or unusual requests rather than relying on an old note or memory.
The panel is a working aid, not a substitute for your own emergency contacts, dispatch procedures or copies of critical policies. Keep those outside the product where your business-continuity plan requires them.
4 Check what happened after the call
Use the Dashboard and your Office to look for unexpected quiet periods, missed outcomes, or conversations that need attention. Open the ticket and review the available conversation record. If a call, transcript, recording, message or booking is missing or incomplete, do not assume it was captured elsewhere; follow your manual callback process and report the issue.
5 Be ready for service interruptions
Keep a current list of staff contacts, decide who owns phone incidents, and make a manual intake option available when your normal line or internet connection is not working. Review your provider agreements and status information for the service levels that apply to your account. Your data is yours — including the day you leave covers available exports; keep your own copies where your policies require them.
Set up the visible controls now and rehearse what your team will do if service is interrupted.