The Call Center is an optional feature in Pear Suite that allows teams to communicate with members and other contacts directly from the platform. When enabled for your organization, it supports phone calls and text messages without requiring users to switch between multiple tools.

The Call Center is designed to support frontline and field-based work. Community Health Workers, Care Coordinators, promotoras, doulas, and other care team members can use it to stay connected with members, respond to outreach, and follow up on needs in a timely way. All communication is logged in Pear Suite, helping teams maintain continuity of care and avoid missed follow-ups.

Not all organizations have the Call Center enabled. If you are unsure whether your organization has access to this feature, reach out to your Customer Success Manager.

Ways to Access the Call Center

Pear Suite offers multiple ways to access Call Center communication, depending on what you are working on.

The most common entry point is the Dashboard Call Center view. This view is designed for day-to-day use and shows calls, voicemails, and text messages from members assigned to you. It helps you quickly identify missed calls, new voicemails, and unread text messages related to your active caseload.

There is also a Call Center tab in the left sidebar. This provides an organization-wide view of communication and includes messages from all members and unassigned contacts. Unassigned contacts may include providers, partners, case managers, or individuals attempting to reach your organization for the first time. This view is especially useful for supervisors or leads who help route communication or ensure messages are handled appropriately.

Communication with an individual member can also be viewed directly from the Member Dashboard. At the bottom of the dashboard, you can see a history of phone calls associated with that member, providing useful context when reviewing their case.

Finally, the Phone Widget, located in the bottom-left corner of the platform, allows you to make calls and manage text messages from anywhere in Pear Suite. This makes it easy to communicate while documenting activities or reviewing member information without losing your place. 

The phone widget includes a dial pad that allows end users to enter any phone number to make a call or send an SMS message, and provides a directory of active members in the organization that can be selected for easy and quick communication.