When the Call Center is enabled, users can make and receive phone calls and send and receive SMS messages directly within Pear Suite.

You can place outbound calls to members or other contacts and receive inbound calls without leaving the platform. If a call is missed, it will appear in the Call Center so you can follow up later. Voicemails are also stored and can be reviewed at any time.

Text messaging is fully integrated into the Call Center. You can send and receive SMS messages, which is especially helpful for members who prefer texting or are difficult to reach by phone. All messages are automatically logged, creating a clear communication history.

The Phone Widget makes this process even more efficient. It includes a dial pad that allows you to enter any phone number, as well as a directory of active members you can select from. From the widget, you can switch between conversations, return to a member’s profile, or jump back to your dashboard without navigating away from your work.

Managing Unread Messages

To help with follow-up and task management, Pear Suite allows you to mark SMS messages as unread. This can be done from the Dashboard Call Center view, the main Call Center tab, or the Member Profile.

When marking a message as Unread, the Unread status will be reflected consistently across the various call center views throughout Pear Suite, either in bold or as a red notification bubble. 

Marking messages as unread is especially helpful when a response is needed later in the day, when you are waiting on additional information, or when you want to prioritize same-day follow-up.