Users, Login & Help
Overview
An account can have more than one login. Everybody who signs in sees the same hotline, and everybody has the same access: there are no roles or permission levels. This page covers adding people, keeping the login safe with two-factor authentication, getting help in English or Yiddish, finding things quickly, and where everything lives in the sidebar.
Users
Open Users in the sidebar to see who can sign in to your account, and to add someone.
Each user has three fields:
- Name — required.
- Email — required, and it must be an address no other user has. This is what they sign in with.
- Password — set one when you create the user. Leave it empty when editing and the existing password is kept. There is a reveal button so you can check what you typed.
The list shows Name, ID, and Email, plus Created and a few columns you can switch on from the column menu. Some row actions on this table are support only.
There are no roles
Everyone on an account can see and change everything: the call flow, recordings, contacts, billing, and settings. Only add people you are happy giving the whole account to. If you need someone to have limited access, give them a separate account instead.
Your profile
Click your name at the top right and choose the profile link to edit your own name, email, and password.
Two-factor authentication
The profile page also sets up two-factor authentication with an authenticator app (Google Authenticator, Authy, 1Password, and the like):
- Turn it on and scan the code with your app.
- Type the six digit code the app shows to confirm.
- Save the recovery codes you are given somewhere safe.
From then on, signing in asks for a code from your app as well as your password.
Recovery codes are one-time codes that get you in when you have lost the phone with the authenticator app on it. Each one works once. Keep them somewhere other than the phone.
Forgotten password
The login page has a password reset link. Enter your email, and a reset link is sent to it. New people can also sign up from the login page.
Getting help
Help sits at the bottom of the sidebar.
- English / אידיש — two buttons at the top switch the language of the whole page. Yiddish is shown right to left, and anything not yet translated falls back to English. Your choice is remembered.
- Guide — the walkthrough, in sections: the big picture of how a call flows, My Hotline, phone numbers, IVR menus, libraries and recordings, recording boxes, reaching a person (transfers, dials, redirects, conferences), keypad controls while listening, contacts/labels/validations, bookmarks, broadcasts, automation, billing, and reports and call traces.
- FAQ — short answers to the questions people actually ask, such as "Why does the call just end after my menu plays?", "I uploaded a recording, why isn't it playing?", "How do I make part of my hotline members-only?", "Why did my balance go down?", and "A caller says something went wrong, how do I see what happened?".
- Contact us — a button at the top opens a small form: Your name (filled in with your account name), Subject, and Message. Send it and it reaches support, with your account email as the reply address. The support contact details are shown above the form.
Finding things fast
Global search
The search box at the top of every page searches your whole account: every block in your call flow, contacts, recordings (including their transcripts), labels, and tasks. Press Ctrl+K (or Cmd+K on a Mac), or just /, to jump into it from anywhere.
Reorderable columns
Any table in the app lets you drag its columns into the order you want, and hide the ones you do not care about. Your arrangement is saved for the account, so it stays that way next time and for everyone on it.
Where things live in the sidebar
At the top, above any group heading:
| Item | What it is |
|---|---|
| Home | My Hotline, the keypad builder. This is also what / opens. |
| Statistics | Dashboard stats, live calls, charts, and the Get Started button |
| Users | this page |
| Broadcasts | outbound call campaigns |
| Help | the guide, FAQ, and Contact us |
Then the groups, in this order:
| Group | What is in it |
|---|---|
| Contacts | Contacts |
| Reports | Logs: inbound calls, outbound calls, and merchant charges on one page |
| Billing | Billing, Plans & Add-ons, Transactions |
| Settings | Account Settings |
| Advanced | collapsed by default; click to open |
Advanced is where the full page for every block lives, plus the lists the builder usually saves you from needing:
IVR Menus, Libraries, Library Recordings, Records, Plays, Transfer to Number, Dial, Redirects, Conferences, Validations, Bookmarks, Labels, Exams, Add to Label, Remove from Label, CallMagic Actions, Pay Prompts, Merchants, TwiML, Tasks, Schedule Tasks, Keypad Controls, Phone Numbers, and Live Conferences. (Audio Tools also appears here for support.)
Most of what is in Advanced you can do without ever opening it, from the ⚙ panels on My Hotline. The full pages are there for the settings the builder does not surface, and every ⚙ panel has an Open its full page link that takes you straight to the right one.
Tips
- Turn two-factor authentication on. Anyone with your password can change where your calls go.
- Store the recovery codes away from your phone, printed or in a password manager.
- Use
/from any page to search. It is quicker than clicking through the sidebar. - If you cannot find a page, it is almost certainly inside the collapsed Advanced group.