For agencies
One remembers a promise, one remembers a conversation, and the invoice is where they meet.
Not to catch a client out — a conversation becomes an argument only when nobody wrote it down.
When a line on a bill is queried, the answer is the call it came from.
The one that should have been escalated surfaces while it can still be handled.
The cost
“Sure, we can look at that.” Three weeks later it is an invoice dispute.
1
thread per client, holding every call — so “sure, we can look at that” is a dated line in a record rather than two people’s memories.
The product
The account manager is on leave, at a shoot, or has left the company, and the client does not care.
One thread per client rather than a mailbox each and a Slack channel nobody searches
Internal notes the client never sees, on the account they belong to
A departing account manager is a permissions change, not a lost relationship
A retainer client calling their agency expects the people who know the work.
Route by account owner, by team or by the hour — first matching rule wins
Escalation to the lead as a rule rather than as a favor someone remembers
Out of hours it ends with the request written down, not with a beep
The follow-up email settles the scope argument, and it is the thing that never gets sent on a busy Thursday.
Drafted from the actual conversation rather than from a template
Goes out in the client’s own thread, from the number they called
The team can see it went, so the account does not get two versions of Thursday
Your week
The call ends as a summary: what they asked, what you said, what happens next.
Whoever picks up sees the last conversations, what was promised and where the work stands.
It is under the client with the date: when they raised it, who handled it.
The summary lands where the lead can see it the same day.
Any size
The product is the same in all three. What changes is how many phones the line rings, and who is expected to pick up.
The calls that move scope leave a trail without you keeping one.
Clients reach the people who own them, and holiday cover is reading a thread.
A local number per office, and one record per client across all of them.
The fine print
You get security questionnaires from clients far larger than you. Here are the honest answers.
Switching
Porting is free and the line keeps working, so the number on your contracts stays.
No. The summary is written from the conversation; recording is a separate switch, off by default. Where the law requires everyone’s consent, both sides hear an announcement first.
You can run several numbers — by team, by retainer, by brand — and everything still sits in one place for the agency.
You remove them and reassign. Every client conversation stays with the agency, because it was never on their phone.
Yes. Slack and Notion take them directly, and anything else goes through Zapier, Make or a webhook with the fields mapped to what your system expects — so the record lives where your team already works.
The calls are exactly the part that is not written down. Email and Slack keep themselves; the phone is where the unrecorded promises happen.
Waitlist
Every conversation written down, kept with the account, visible to whoever picks up next.
From Quo
From Dialpad
From Aircall