Get started with MultiLine

What is MultiLine?

MultiLine Apps give you a separate business number for all your work calls, texts, voicemail, and contacts. MultiLine integrations and connectors allow the apps to work with your existing corporate app ecosystem.

Mobile apps

All MultiLine mobile apps provide a separate number, contact list, and voicemail that you can use to communicate with your clients. Because this number is a real carrier-supported number, you don't need an internet connection to call your clients, but can use the cellular minutes. You'll learn more about this in Call Settings: Set Data or Minutes calling modes.

Integrations

Movius for BlackBerry and MultiLine for Intune are MultiLine apps that integrate with your organizations EMM. 

  • Movius for BlackBerry is MultiLine integrated with BlackBerry Dynamics.
  • MultiLine for Intune is MultiLine integrated with Microsoft Intune.

Desktop apps

With the Desktop apps, you'll be able to use your MultiLine from the browser or desktop application. So whether you're at your computer or on the go, you'll be able to connect with clients.  

WhatsApp Connector

The WhatsApp Connector lets you send WhatsApp messages directly to users on WhatsApp from your MultiLine application. 

  • Our connector provides a compliant way to message with WhatsApp users that abides with their terms of service for business accounts. 
  • Your customers can click on your profile to see that you're messaging them as an official WhatsApp business account and see your business profile.
  • Your customers can message you from their personal WhatsApp accounts.
  • You just need the connector to send WhatsApp messages-- you don't have to use your personal WhatsApp, or even have WhatsApp downloaded on your phone at all. 

Wechat messaging connector coming soon!

Salesforce Connector

The Salesforce connector lets you send SMS messages directly to users from Salesforce.

You can:

  • communicate to your customers within Salesforce.
  • make/receive calls and exchange text messages with your customers using your MultiLine number.
  • automatically track all communications with your customer thus eliminating the need to manually log calls and texts.

This saves time and reduces human error compared to manual logging. MultiLine Salesforce Connector is the solution to improve the experience of the sales team by helping them sell faster, smarter and in the environment that they are familiar with.

Find and use your invitation

Everything you need to get started will be sent to you in a MultiLine invitation. You can use it to start the activation process. 

If you're using MultiLine for Intune...

Before you start: 

Get your invitation

  • Expect an invitation to be sent to your work email. Please don't reply to this email, as it is auto-generated.
  • Your invitation will contain a Download and Activate button, a QR code, and credentials for activating MultiLine manually. 

Sample Email below:


If you ever need to delete and reinstall the mobile app, you'll need this Password from the invitation to activate it. If you lose your invitation, request a new one from your IT administrator. 

Some users may receive one of these alternative invitations:

  • SMS invitation
  • Legacy invitation (email will only contain credentials and not a QR code)

You receive MultiLine invitations from your IT organization, not Movius. Movius cannot send you invitations.

You have multiple options for activating MultiLine on your mobile device:

  • If you are opening your email on your phone, tap the Download and Activate button. 
    • It will check if the MultiLine app is installed on your phone and begin installation if not. The activation process will begin immediately. Note: Not available for MultiLine for Intune.
  • If you are opening your email on your desktop or tablet, take out your phone camera and tap the QR code. Note: Not available for MultiLine for Intune.
    • It will check if the MultiLine app is installed on your phone and begin installation if not. The activation process will begin immediately.
    • If you've already downloaded MultiLine, you can also scan the QR code using MultiLine. 
  • If necessary, you can also activate manually by entering the details from your invitation. Click the Activate Manually link from the invitation or the first screen.  

Activate MultiLine Desktop

Read on to learn about activating MultiLine Desktop.

Overview

MultiLine Desktop brings the mobile business calling and messaging features critical to your frontline client communications to the browser. 

For regulated users, these calls and messages will be captured for compliance teams in the Management Portal just as they are in the mobile apps. You can sync with your Office 365 Exchange Contacts, or build a local contact list. 1:1 messaging and calling is supported. Manage Availability and Call Handling settings can only be set in the mobile app, but will apply for the desktop.

Before you start 

You can use the MultiLine Desktop application with the following browsers:

  • Chrome 90.0.4430 or above
  • Safari 14 or above
  • MS Edge 90.0.818.39 or above 

Activation and first log in

Accept your invitation

To prevent unauthorized users, both mobile and desktop MultiLine applications don’t allow self-registration and are invitation-only.

For current users of the mobile app, expect an email from your organization providing you the link to your organization's MultiLine Desktop web site. Use the username and password from your most recent invitation to the mobile app. If you can't find it, you can reset your password using Forgot Password.

For new users to mobile and desktop, The link to MultiLine Desktop and credentials for activating your mobile app and your first log in to the web portal are included in the MultiLine invitation.

  • Your username will be an email address.
  • The password in your invitation is a one-time use password that will only be used for your first log-in. After you sign in, you will be asked to set a new password.
  • If you lose your invitation, contact your IT team to have a new one sent.
  • If you receive multiple invitations for any reason, use the details in the most recent invitation. 
  • Continue to use the password from your most recent invitation whenever you need to activate or reactivate your mobile application, not the new password you set for Desktop. 

First Log In

  1. Enter the email ID from your invitation on the log in screen.
    • If you're set up with two factor authentication, SSO, or other security measures, these will activate automatically once you've entered your email ID.
  2. Enter your password from the invitation, then check your registered email for a PIN. Note: If you can't find your invitation, click Forgot Password to set a new one. After completing the Password Reset steps, you'll skip to step 5, syncing your Exchange Contacts
  3. Enter the PIN you received at your email on the screen. Note: You must type it in rather than copy-paste. 
  4. You'll be prompted to set a new password.
    • Password Requirements:
      • minimum of 8 characters
      • contain at least one special character, at least one uppercase and one lowercase character
      • contain at least one number

5. If you're a user in the USA, and haven't entered your E911 information into the mobile app, you'll see the E911 screen. Use the address where you'll be using MultiLine Desktop, this address will be used by emergency dispatchers if you contact 911.
Example below for emergency address "11370 Lakefield Drive Johns Creek Duluth, GA 30067":

6. You'll be prompted to sync your contacts. We can identify your Office 365 Exchange account using the email you signed in with, so it will only take a few seconds. 

That’s it! Your MultiLine number will display and the activation process for the web application is complete.

You’ll remain logged to MultiLine Desktop as long as you have the site open in the browser even if you are using other tabs or browser windows. We will display a notification and play a sound for incoming calls. 

Using MultiLine Desktop covered later in this guide

Call Settings: Set Data or Minutes calling modes

We want to ensure you stay connected with clients from anywhere. Our patented technology allows you to make and receive calls over wifi, data, and cellular regardless of your underlying carrier.

Overview

Minutes mode means MultiLine doesn't require an Internet connection for calls.

  • You'll still need an Internet connection to send or receive messages.

Example #1: Using Minutes

If you use Minutes mode, MultiLine could work even if you're in a rural area with no access to an internet connection. You will make and receive calls over your carrier minutes plan AT&T, Verizon, T-Mobile, Vodafone, EE, etc...

Call over Data means MultiLine will use an internet connection for calls.

  • When you turn on Wi-Fi for your phone, MultiLine will automatically use it for calling, messaging, and other functions. 
  • If you move outside Wi-Fi coverage, calls will seamlessly transfer to data. 

Example #2: Using Data

If you use Data mode and are connected to your office Wi-Fi, and you walk outside the building and start driving in your car, your call will continue without interruption. Behind the scenes, MultiLine seamlessly transitions from Wi-Fi to your data network, so you won't ever have to worry about the call dropping.  

MultiLine continuously monitors the quality of your data connection. Look for the colored dot next to the briefcase icon. 

  • If it is green, you have a good data connection
  • If it is red, your connection is poor and the call quality may be affected when you use data; try switching to minutes
    • The red dot will also appear if you have Data and Wi-Fi turned off in your Phone Settings. 

How to set Minutes or Data mode

You can choose when to use data or minutes for calls in the Settings menu under Call Settings.

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Tap Settings, then tap Call Settings

You'll see three options for making and receiving calls.

Make calls

Tap the checkmark to choose your setting. Your selection will automatically save when you exit the menu.

Receive calls

Tap the checkmark to choose your setting. Your selection will automatically save when you exit the menu.

About Choose on Dialer setting

We recommend, if available, Choose on Dialer for outbound calls because this setting offers you the greatest flexibility. 

When you set Choose on Dialer, you'll be able to set whether your outbound calls are data or minutes in two different ways.

Toggle on the Dialer screen

Tap the toggle to switch between Data and Minutes mode. 

Tab on Calls or Contacts screen

Tap the tab to switch between Data and Minutes mode.


USA Only... 

The first time you turn on Data calling mode, you will be prompted to fill out your Set E911 address (US Only). We are legally required to get your emergency address from you to provide Wi-Fi or data calling.

Call Handling: Sequential and Simultaneous Dial, Do Not Disturb, Call Forwarding

Read on to learn about using MultiLine's Call Handling Settings. 

Overview

You can use Call Handling in the MultiLine Settings menu to

  • Set Simultaneous or Sequential Dial
  • Set Call Forwarding
  • Set a Business Hours Schedule
  • Turn on Do Not Disturb

Before you start

  • You need to be connected to the Internet to change your Call Handling settings. 
  • An organization can choose to turn this feature off. If so, you won't see Call Handling in the Settings menu. 

Set Simultaneous or Sequential Dial

Use the Call Handling setting to designate multiple numbers for receiving incoming calls all at once (simultaneous), or one at a time in order (sequentially). 

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Go to Settings and tap Manage Availability.

  3. Choose your desired Call Handling setting. 
    • Sequential Ring: Rings the primary MultiLine application and then ring each number one after the other listed in the Add Number list.
    • Simultaneous Ring: Simultaneously rings all telephone numbers listed in the Add Number list, including your MultiLine number. The first phone to pick up receives the call. 
    • Add Number List: Input a list of numbers to be used by Sequential or Simultaneous ring. The maximum is 10 numbers.

When you leave the menu your settings will automatically apply. 

If you have Do Not Disturb or Business Hours settings applied, these rules apply first and your calls will go to voicemail instead of going to the numbers in the Call Handling list.

Set Call Forwarding

Use Call Forwarding to send calls to your MultiLine number to the specified number. Your MultiLine phone will not ring or receive the call when Call Forwarding is set.

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Go to Settings and tap Manage Availability.

  3. Tap on Call Forwarding to enable it. 
  4. Enter the forwarding phone number


  5. Tap Save. If successful, you'll see the number you set on the screen.


The forward function WILL NOT work if you enter your primary device’s number as the call forwarding number. 

Set Business Hours

Use Business Hours to set which hours you would like your phone to ring. Outside of those hours, calls will go to voicemail. 

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Go to Settings and tap Manage Availability.

  3. Tap on Business Hours to enable it. Tap again to disable it. 
  4. Use the sliders to set the hours you're available on your MultiLine number. Any incoming calls that are received outside those set hours will automatically be forwarded to your MultiLine voicemail.



If you are using the Call Handling feature to set a list of numbers to simultaneously or sequentially dial, the Do Not Disturb or Business Hours settings apply first and the calls will go to your voicemail and not ring the numbers on your Call Handling lists.

Set Do Not Disturb

When Do Not Disturb is enabled, all the calls will be sent directly to your MultiLine voicemail.

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Go to Settings and tap Manage Availability.

  3. Tap on Do Not Disturb to enable it. A checkmark will appear and the message will show that MultiLine will send all calls to voicemail. Tap again to disable it. The checkmark will disappear and the message will show that MultiLine will ring your phone.



If you are using the Call Handling feature to set a list of numbers to simultaneously or sequentially dial, the Do Not Disturb or Business Hours settings apply first and the calls will go to your voicemail and not ring the numbers on your Call Handling lists.

Get started with Calling

There are multiple ways to place a call in MultiLine: from the Keypad, from the Recents tab, and from your Contacts list. 

Make a Call from Your Keypad Screen

  1. Go to your Keypad tab in the navigation bar at the bottom of your screen (iOS) or the bottom right (Android)
  2. If you see a toggle, you can choose whether to make the call over Data or Minutes 
  3. Search for a contact or type in a number using the buttons on the screen

Make a Call from Your Contacts Screen 

  1. Go to your Contacts tab in the navigation bar at the bottom of your screen (iOS) or top of your screen (Android) to bring up your Contacts list.
  2. Tap a contact.
  3. If you see this tab, you can choose to make the call over Data or Minutes
  4. Tap the phone icon to make the call. 

Make a call from your Recents screen

  1. Go to your Recents tab in the navigation bar at the bottom of your screen (iOS) or top of your screen (Android)
  2. Tap on the i icon to reveal details about that call
  3. Tap on the number or contact name to make a call
  4. See which connection type over which you will be making the call

Once you've made the call:

  1. Check the Caller ID and call duration here
  2. Mute your microphone, open your keypad, put the call on speaker, or message the caller and more

Get started with Messaging

From the Messages screen, you can see your conversation history and compose new messages.

MultiLine supports group and picture messaging when enabled by your administrator.

How to compose a new SMS (iOS)

  1. Go to Messages.
  2. Click the New Message icon.
  3. Enter a number manually, or type the name of an existing contact
    Note: You must type at least 3 numbers or characters before results will appear. Tap a result to send start a conversation with that contact. 
    Note for Exchange Contacts users: This will not find all the contacts in the GAL, only ones that are stored in the app, or saved as a contact in Exchange. See Exchange Contacts: Search and Store for how to store an Exchange contact. 
  4. The conversation screen with the contact appears. Note: If you have never messaged with the contact, this screen will be blank. Later you'll see all the messages exchanged between you and them on your MultiLine number.
  5. Enter your message in the field and tap the Send  icon.

How to reply to SMS (iOS)

  1. Go to Messages.
  2. Click anywhere on a message to reply. 
  3. Enter your message in the field and tap the Send icon.

How to compose a new SMS (Android)

  1. Go to Messages.
  2. Tap the Message icon.
  3. Enter a number manually, or type the name of an existing contact
    Note: You must type at least 3 numbers or characters before results will appear. Tap a result to send start a conversation with that contact. 
    Note for Exchange Contacts users: This will not find all the contacts in the GAL, only ones that are stored in the app, or saved as a contact in Exchange. See Exchange Contacts: Search and Store for how to store an Exchange contact. 
  4. The conversation screen with the contact appears. Note: If you have never messaged with the contact, this screen will be blank. Later you'll see all the messages exchanged between you and them on your MultiLine number.
  5. Enter your message in the field and tap the Send  icon.

How to reply to SMS (Android)

  1. Go to Messages.
    Note: If you see an orange icon with a number indicates that you have that many Message Logs with new messages. The Message Logs with new messages will be in bold.
  2.  Tap your reply in to the field and tap the Send  icon.

Get started with Contacts

Overview

  • The MultiLine app provides you a separate contact list to use to make your business calls. We offer three options for starting your Contacts list:
    • Exchange Contacts: connect to an Exchange server, such as Outlook or BlackBerry Exchange; two-way sync means contacts added or updated in MultiLine or Exchange server will update both lists.
    • Local Contacts: manually add contacts in a list that exists only within the MultiLine app. 
    • Native Contacts: sync with the Contacts app on your personal device or within the EMM container; two-way sync means contacts added or updated in MultiLine or Contacts app will update both lists.
  • Once you set up your Contacts list, any contacts will appear on the Contacts screen. You can:
    • Tap a contact to see options for calling and messaging them
    • View, add, and update contacts 

Before you start

  • If your organization chooses to restrict the type of Contacts setting you can use, you may not see certain Contact Source options.
  • MultiLine for Intune and Movius for BlackBerry users will use Exchange Contacts.
  • We recommend Exchange Contacts for the best experience with MultiLine Desktop.

How to choose your Contact Setting

You have options for sourcing, sorting, and displaying contacts. You'll need to choose your Contact Source in Contact Settings before you begin adding contacts. 

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Tap Settings.
  3. Tap Contact Settings.

Select your chosen contact source:

  • Native Contacts
  • Local Contacts
  • Exchange Contacts

If you select Exchange Contacts...

If you're a MultiLine for Intune or Movius for BlackBerry user it may autodetect. Otherwise, you will see a screen to enter the Exchange server details. 

View a contact

To view, edit, delete, or message contacts, you must have at least one contact. 

1. The Contacts tab displays all contacts in alphabetical order by default.

2. Clicking on any contact will bring you to that contact's information page, where you can call, message, favorite, or block the contact.

3. Clicking on the edit button in the top right-hand corner allows you to choose to delete or edit, the selected contact.

Add a contact

It's easy to add contacts in the MultiLine application. 

  1. Go to the Contacts tab.
  2. Click the Add Contact button. 
    • Fill out as many details as desired:
      • First name 
      • Last name 
      • Phone
      • Email
      • Address
    • Clicking "Add Phone field", "Add Email field", or "Add Address field" will let you associate multiple phone numbers, email addresses, and addresses for the contact. You can choose labels for each field.

During onboarding, you should have chosen your Contact Settings, your contacts will either be sourced from an Exchange server, your native device, or locally in MultiLine. See below for details on how adding contacts works for the different settings. 

Add a contact - Using Exchange server

  • Using the Exchange Contacts option means MultiLine gets your contacts from a corporate exchange database.
  • Any changes made to the corporate exchange (adding, renaming, deleting, etc.) will automatically be reflected in the MultiLine app and vice versa.
  • You'll be able to search for any contact from the Global Address List (GAL), your company’s list of all employees. However, the full GAL will not show up in the list of contacts for performance reasons.

Add a contact - Using native device

  • Using the Native Contacts option means MultiLine uses the same contacts list as your native phone.
  • Any changes made to your native Contact List (adding, renaming, deleting, etc.) will be reflected in MultiLine and vice versa.

Add a contact - Using local contacts

  • This is the default contact setting.
  • Using the Local Contacts option means your contacts exist within the MultiLine app only.
  • You can choose to do a one-time import from your native device and/or manually add contacts yourself.
    • Changes made in MultiLine (adding, renaming, deleting, etc.) will NOT be reflected in your native contact list, and vice versa.
    •  There is no automated syncing between the Native and Local Contact Lists.

NOTICE: Local Contacts aren't backed up or stored outside the application, so they can be lost if you lose your device or need to reinstall MultiLine.

NOTICE: if you create your Contact List using Local Contacts, and then switch your source to Native or Exchange, the contacts you created will be deleted

Update contact with a new number

If you have a contact that calls you from a new number you can update that contact with the new number.

iOS

  1. Go to Calls.
  2. Tap the blue information icon for the unknown number.
  3. Tap Update
  4. Enter the name or number of the existing contact you want to update. 
  5. The new number will be added. 
    • From this screen you can change the label, if desired. 
    • If you need to delete the previous number, tap the x and confirm.
  6. Tap Save.

Android

  1. Go to Calls.
  2. Tap the down arrow for the unknown number.
  3. Tap Update
  4. Enter the name or number of the existing contact you want to update. Note for Exchange Contacts users: this does not search the entire GAL.
  5. The new number will be added. 
    • From this screen you can change the label, if desired. 
    • If you need to delete the previous number, tap the x and confirm.
  6. Tap Save.

Add a Favorite contact

You may want to add contacts that you're in touch with more frequently to your favorite contacts. This makes it easier to start new calls or messages with them.

To add a contact to your favorites

  1. Go to the Contacts tab. 
  2. Click your contact to open the Contact details.
  3. Click the Star in the upper right-hand corner. 

After you've added a contact to your contacts, you will see the Star on their icon. 

Get Started with MultiLine Desktop

Read on to learn about using MultiLine Desktop.

Calling

Making a call

There are multiple ways to make calls in MultiLine Desktop. 

Note

  • You must grant MultiLine Desktop permission to use your microphone and speakers to make calls. 
  • Your organization must allow calling for you to make calls from MultiLine Desktop. 

Calls Screen

The first time you go to the Calls screen, click the Make a Call button to place your first call.


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After you place your first call, your list of recent calls will appear on the Call logs screen.

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  1. Use the Search icon to search your recent Calls.
  2. Use the Dialer icon to bring up the Dialer screen. 
  3. Clicking a Call log will display the call history and contact information, if available. For a saved Contact clicking on the Contact name or Contact picture will take you to the specific Contact detail page.
  4. You can easily call or message a contact again from this screen by clicking the Call and Message icons.


Dialer Screen

From the dialer, you can manually dial a number or enter the first or last name of a contact to pull up their number. 

  • You can click the numbers or use your keyboard. 
  • When dialing numbers, please make sure to include the international country code even when placing domestic calls.

Note:

  • Dynamic search will only display saved contacts, it doesn't search the GAL. See Search and Store Contacts from GAL. 
  • You must type at least three numbers or three letters of a contact's first or last name to activate the dynamic search.

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Entering a number:

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Entering a name:

Complete dialing the number, or select the contact, then click the Start Call button.

In-Call Screen

The In-Call screen will appear when someone you call answers the call, or you answer a call from someone else. 


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  1. Use Mute to cut off your microphone. You can hear the other caller, but they can't hear you. Press it again to turn your microphone back on. 
  2. Use Hold to suspend the call. The call will not be disconnected, but neither party will be able to hear the other party during the hold. Press it again to end the hold. 
  3. Open the Keypad to dial numbers. 
  4. Use the End Call button to end the call. 

Accept or reject incoming calls

Your incoming call screen and notifications may appear differently depending on what you're doing.

Incoming Call Notifications and Screens

Whether you're on the MultiLine Desktop tab or window, the ringtone will play and a visual notification will display when you receive an incoming call. 

If the caller is in your contacts, you'll see their contact information on the incoming call screen and options to Reject and Accept. Clicking Reject will send the user to your voicemail, and Accept will answer the call.

As you move through screens on MultiLine Desktop when you're on a call, the call window will follow. You can move it by clicking and dragging.

If you receive another incoming call, your option to accept or reject the incoming call will appear below your ongoing call. If you accept a call while on a call, this will automatically put the person you're currently talking to on hold. 

A window will appear with the two calls. From this screen you can swap calls, and perform other actions. 


Many web users were bothered by nuisance audio coming from web sites that automatically play when a page is loaded, such as that from videos and advertisements. To address this, Chrome and Safari browsers added a feature that blocks audio by default from web pages if the page or tab is refreshed, but not clicked on by the user. 

Therefore, if you haven't accessed the MultiLine Desktop tab since the last time it refreshed (for example, if you closed and restarted chrome and loaded your tabs from the previous session) the ringing sound will be blocked. However, you'll still be able to see the visual notification of the incoming call. 

To unblock the ringtone from being played, open the tab where MultiLine Desktop has recently refreshed and click anywhere within the MultiLine Desktop application and this should ensure that the ring sound will play.

Place a call on hold

Click the Hold button to put the call on hold.

After putting the call on hold, you can dial a number by clicking the Keypad.

When you have two ongoing calls, your ongoing call window will display the information of the two parties. You can only speak to one party at a time the other will be placed on hold. 

You will see the Mute icon, Hold icon, and End Call icon for the party you are speaking with. You will see the Swap Call icon for the party on hold. Click the Swap Call icon to put the party you're speaking with on hold, and begin speaking to the other party.

Use the Call Handling settings in the mobile app MultiLine Settings menu to set in MultiLine Desktop. 

Messaging

MultiLine Desktop currently only supports 1:1 SMS messaging. Group Messaging, Picture Messaging, and WhatsApp messaging coming soon!

When it's your first time on the Messages screen, click Start a Chat to send your first message. 

At the new message window, begin typing the first or last name of someone in your saved contacts, or a mobile number.

After you've entered at least 4 digits (including country code) or letters, you'll see a list of auto-suggestions. Note: only saved contacts will appear in the auto-suggestions. 

When you have completed entering the number, or selected from the results, you can type your message in the Type your message... field. 

Press the enter or return key, or click the Send Message icon to send the message.

Once you've sent at least one message, your list of Messages will appear on the screen.

  1. Click any Message to see your Message history.
  2. Click the Search icon to search your messages by name or number. Note: search does not search message content. 
  3. Click the New Message icon to start a new message.
  4. Click the menu icon to see Contact Information or Mute Notifications
    1. Select Contact Information to see the Contact Information screen. If the user is in your contacts, you'll see the information stored. If not, you'll be able to add the user to your contacts from this screen.
      1. User is in contacts:
      2. User is not in contacts:
    2. Select Mute Notifications to stop sound and visual notifications when the contact messages you. You will see the messages sent to you when visiting the message thread. 

When you have new messages there will be an orange badge notification on the Messages tab. 

Threads with new messages will have an orange badge notification. The number represents how many unread messages are in the conversation thread. 

We provide helpful reminders to help you know what to pay attention to. For example, we might show you that a set of messages is from today.

Or if you've had many new messages, we will show you where your unread messages begin.


Contacts

You can add, edit, update and delete contacts from the Contacts screen. You can also add and update unknown numbers from the Calls and Messages screens. 

Note: When using Exchange Contacts, you can also add contacts to your list by adding them directly to the Office 365 Exchange Server. It will reflect in your contacts list at the next sync period. 

Add a new Contact

You can add, edit, and delete contacts from the Contacts screen. 

  1. Go to Contacts and click the Create Contact icon.

  2. The Create Contact screen will appear. Fill out the details then click Create. Note: The only required fields are First Name and Last Name and at least one phone number. You can add all fields that are available in Office 365 Exchange Contacts.
    1. First Name and Last Name
    2. Contact Information
      • Business Phone is the default label
      • Make sure to include country code when entering phone numbers
    3. Email Address
    4. Work (Company Name)
    5. Notes 
    6. Add More menu
      1. Click Add More menu to add more fields

        Expanded Contacts screen

  3. Add a picture for the contact by clicking the camera icon.
    • Add your photo, and then click Apply.
       
  4. When completed, click Create

Add an unknown number to Contacts 

  1. You can add an unknown number from Calls or Messages:
    1. For calls: Go to Calls and click the Call log.
    2. For messages: 
      1. Go to Calls and click the Message Log. 
      2. Click the Messages Menu and select Contact Information.
  2. You have two options to add the caller to your Contacts list:
    1. To make a new contact from the Unknown number, click Create Contact.
      • This will pull up the Add a Contact screen, where you can fill out the details as desired. 
    2. To add the Unknown number to an existing contact, click Add to Existing.
      1. Narrow down the list of contacts by typing in at least one letter of the existing contact's first or last name into the search field. 
      2. Click the radio button for the desired contact, then click Add to Contact.

      3. This will pull up the Update Contact screen and automatically add the new number.
        1. Click Update to add the new number. 
        2. If you need to delete the old number, hover over the number to reveal the trashcan icon, click it to remove the number, then click Update.


Edit or Update a Contact

  1. Go to Contacts, and click the Contact
  2. Click Edit.
  3. On the Update Contact screen, make your desired changes.

  4. Click Update.

Delete a Contact

  1. Go to Contacts and click the Contact.
  2. Click Delete.
  3. At the confirmation prompt, click Delete.

Searching Contacts

You can search contacts from the Contacts page by their first or last name. 

  1. Click the Search icon to pull up the search field.
  2. Once you begin typing the first letter, dynamic search will automatically pull up matches from your locally added contacts.

  3. If you're using Exchange contacts, type at least 3 characters to search the entire GAL directory.

Voicemail

The first time you dial your voicemail you'll need to set up your voicemail password. The automated system will guide you through the steps.

  1. Go to the Dialer screen.
  2. Long press on 1 for a few seconds until it begins dialing your voicemail.
  3.  When prompted, dial your voicemail password.

You'll be able to listen to each voicemail, repeat, and delete voicemails. 

Support

To get technical assistance or submit a bug, click the Support icon.

  • Click the number to dial IT.
  • Click the email to send an email to IT. 
    • Please use the form to describe your issue. 
    • This email will automatically include logs to help diagnose your issue. 
  • Click the Knowledge base URL to return here and use our self-help resources.

Get started with MultiLine Voicemail

Read this to learn how to record your voicemail greeting and listen to voicemails. 

Overview

The MultiLine application provides you a separate voicemail to use for your business calling. 

Before you start

  • You need to be connected to the internet when updating your Voicemail greeting. 
  • Your organization can turn off voicemail features. If so, you may not see all the options described here. 

Record your Voicemail greeting

Use Voicemail Greeting from the Settings menu to set up a voicemail greeting. You have three options: the default message, a custom message, and a message that includes audio of you speaking your name. 

  1. Tap the menu icon ⋮ in the bottom right (iOS) or upper right-hand corner (Android).
  2. Tap Settings.
  3. Tap Voicemail Greeting.
  4. You have three options for setting your Voicemail Greeting:

    A. Default: This application comes with a default setting that callers will hear when leaving a voicemail. For an example MultiLine number "+15555555555", the greeting is "You have reached +15555555555, please leave your message after the tone".
    B. Custom: Allows the user to set a customized voicemail greeting. Once you have recorded a voicemail greeting, you can hit Play to listen to it, or Record if you want to re-do it. This can be done or redone at any time.
    C. Spoken Name: Allows the user to record their name. Once you have recorded your name, you can hit Play to listen to it, or Record if you want to re-do it. This can be done or redone at any time.

Listen to Voicemails

Movius MultiLine has embedded voicemail allowing callers to leave a message.

iOS

  1. Go to the Messages tab.
  2. Voicemail messages are indicated by Voicemail icons. Tap anywhere to expose the options.
  3. Click the Play icon to play the message. 
    • The speaker icon lets you play the Voicemail on speaker phone. 
    • The phone icon lets you call the party back.
    • The speech bubble icon lets you message the party back. 
    • The trash icon lets you delete the message. 
    • The info icon will pull up the Contact Details page, where you can see history with the contact or WhatsApp message the party back. 

Android

  1. Go to the Messages tab. Voice messages are indicated by a voicemail icon.
  2. Click the menu down arrow to expose the options. 
  3. Click the Play icon. 

You can also call back, message back, view contact (see call history and Whatsapp message back) or delete the voicemail from this screen.

Get started with WhatsApp Messaging Connector

Read this to get started with WhatsApp Messaging Connector

Overview

The WhatsApp Messaging Connector allows compliant WhatsApp messaging directly inside MultiLine. 

  • MultiLine users can send WhatsApp messages to contacts, and they can read and reply to WhatsApp messages on the MultiLine messages screen alongside SMS and Voicemail messages.
  • WhatsApp users receive messages from the MultiLine user as coming from an official WhatsApp business account.

Benefits

  • Engage with clients on their preferred consumer messaging channel 
  • Help unify and bring together mobile voice and multiple messaging channels in a single, convenient user experience 
  • Ability to record and archive all conversations over voice, SMS, and WhatsApp within MultiLine for surveillance and compliance
  • All conversations are captured and can be automatically be sent to existing compliance archive and logged inside CRM

Features

  • Call, SMS and WhatsApp – all within MultiLine app
  • Shared messages inbox containing SMS and WhatsApp messages threads
  • Supports one-to-one messaging between MultiLine App and external WhatsApp users
  • Enforce mandatory opt-in from WhatsApp user
  • MultiLine app detects if WhatsApp is not enabled for the receiving user and offers an option to send SMS
  • Supports data loss prevention feature with ability to redact or block WhatsApp messages as per business defined policy
  • Optional recording of all WhatsApp messages (with recording add-on)
  • Support for iOS and Android

Before you start 

  • Your organization has to enable WhatsApp Messaging Connector for it to be available in MultiLine. If not, you won't see the green WhatsApp messaging icon.

How it works 

Step 1: MultiLine user sends the first message to WhatsApp user from MultiLine.

User clicks WhatsApp message icon:

MultiLine asks if the user would like to send the opt-in message:

MultiLine sends the opt-in message:

Step 2: WhatsApp user receives a mandatory opt-in message that lets them know the MultiLine user wants to chat. 

Step 3: If accepted, a 24 hour conversation session begins. The users can freely message each other. 

Step 4: Starting a new conversation session

WhatsApp users may always start new conversation sessions by sending a message. To prevent spam, after a 24 hour lapse of conversation, as a WhatsApp business account user, the MultiLine user must re-initiate conversations using pre-approved template messages. These messages are evaluated ahead of time to make sure they abide by WhatsApp Business policies. 

Comparison to other available options

  • Background Recording Agents snoop on all data and network traffic on the user phone. Our WhatsApp Connector respects the user phone privacy and never accesses private use of the phone. 
  • Modified WhatsApp apps are unapproved clones that add the recording feature. Our WhatsApp connector is approved, and abides by all WhatsApp policies.