LandConnect calling, texting and voicemail — member and staff guide

Version: 2026-09-13. Use the account and channel status shown in the app. Shared calling is configured; real two-way audio and a genuine inbound voicemail remain acceptance checks. Personal-number sales and paid usage activation are still pending setup. Training practice does not establish live provider readiness.

Calling from the correct lead

1. Open the originating lead and verify the person, permissions and displayed caller number. Eligible shared accounts currently use the PRG number, 828-900-2090. A personal-number request does not replace it until activation is confirmed.
2. You may enter a different contact number in the call box where enabled. The call remains linked to the originating lead; verify that relationship before calling. Do not use another number to bypass a contact restriction.
3. Allow microphone access, check the selected devices and place the call once. Use mute, keypad and hangup as needed. A connection indicator alone does not prove the other person heard you.
4. Record the actual outcome, concise notes and next action. Verify the call history is attached to the intended lead. A 409 may represent a contact window, permission, pending call or budget restriction; read the specific explanation rather than retrying repeatedly.
5. Review the allowance displayed for the account. Shared calling is bounded; it is not unlimited or a purchased dedicated line.

Incoming voicemail: audio and transcript

Incoming calls to the shared PRG number are configured to take a voice message directly. Open Profile → Call forwarding & voice messages, or the related deal → Voice messages.

• Read the transcript and use Load voicemail audio to reveal playback controls. Audio loads only after an authorization check; do not distribute recordings outside the permitted team.
• A transcript may arrive after the recording. Pending, failed and unavailable are different states; listen to the recording when transcription is unavailable.
• Messages for a uniquely matched lead follow its current assigned owner. Unknown or ambiguous calls on the shared number need staff review; they must not be exposed to every member or assigned by guessing.
• A stored forwarding number does not create a dedicated number. Shared-number routing follows the PRG line configuration. Personal forwarding takes effect only when that specific line is configured for it.
• Genuine provider recording, transcription and signed-in playback must be verified before declaring end-to-end voicemail acceptance complete.

Personal voicemail greeting — paid personal numbers only

Custom greetings require an active paid personal-number subscription and an assigned active voice-capable number. A quote, unpaid request, shared access or cancelled subscription is insufficient.

1. In Profile, open Personal voicemail greeting and select the eligible personal number.
2. Record 1–30 seconds. Identify your authorized business and ask callers to leave a message. The system adds a recording/transcription notice.
3. Stop, listen to the preview and confirm it before saving. Saving does not place a call.
4. Use Listen to saved greeting to review it, or Use standard greeting to reset it. Microphone denial and upload failure must show an error, not a false saved message. The shared PRG line retains the common business greeting. Conversation recording is not this feature.

Texts, replies and supportive follow-up

Use the configured sender and actual approved business identity. Twilio BYOC through TextMagic remains the established SMS route.

• Quick Send and follow-up/nurture are separate workflows. Keep initial-order limits and duplicate controls intact.
• HTTP 200 does not establish acceptance. Missing provider reference means unknown. Accepted does not mean delivered.
• Do not blindly retry uncertain submissions or accepted sends whose database recording failed. Reconcile the existing provider reference first.
• Honor opt-outs, pauses, contact windows, mobile eligibility and human-response mode. Cancel pending follow-up when a human response or preference requires it.
• Communicate plainly and respectfully: support before upselling, no guilt or invented urgency, one easy next step, and an easy human handoff. Do not pretend automation is a specific human.
• Every unhandled reply, stale task or missing member allocation needs an owner, evidence and a next review time. Do not send repeated reminders from different agents.

Dedicated-number requests and prepaid usage

Members request an area code, channels, business identity and usage budget. Admin reviews the identity and verified costs; the member accepts the exact quote. A request or acceptance makes no charge and purchases no number. The draft line fee is $9.95/month plus verified provider usage divided by 0.60, subject to the issued quote. This targets a gross usage margin before overhead and payment costs, not guaranteed net profit. Prepaid usage is separate from the line fee. Funding opens only after the line is active and secure payments are enabled. Auto-refill is optional, explicitly authorized, uses the saved membership payment method and has a monthly UTC cap. Unknown charges require reconciliation. Do not open another checkout to fix an uncertain charge. Registration fees and taxes need their own disclosure where applicable. PRG-identity and separate member-business services are distinct registration paths. Admin selection alone does not register a messaging brand. Twilio reseller conversion and paid fulfillment remain pending; do not sell an unavailable capability.

Offers, signatures and document filing

Save the exact offer and obtain the required approval before sending for signature. A revised offer needs matching approval. Track sent, viewed, signed and fully completed states separately. Confirm the executed PDF and its Google Drive filing; a signature completion does not prove filing succeeded. Use a filing-only retry for an already completed document rather than resending it for signature.

VTA work and operational monitoring

VTAs record hours, work notes and member interactions against the correct task and member. Review deliverables before approving billable work. Access is determined by actual staff permissions, not a self-selected tier label. Daily review: due tasks, pending replies, unmatched voicemail, uncertain sends/payments, missing signatures/files and lead-distribution shortages. Legacy minimums are five verified leads per membership billing cycle; reconcile credited assignments and report shortfalls rather than inventing fulfillment. Weekly report: what was completed, evidence, unresolved blockers, responsible owner and next action. Controller acknowledgment is not proof of delivery or repair.

Troubleshooting and escalation

• Microphone or playback failure: check browser permissions/devices and preserve the message or call reference.
• Wrong member/lead or unexpected recording access: stop the affected action and report it immediately.
• Unknown payment/send: preserve references; do not retry the transaction blindly.
• Missing document: verify signature completion, then investigate filing status. Use the existing in-app support path with page, timestamp/timezone, record reference, expected result and actual result. Omit credentials, payment card details and unnecessary customer content. No Slack STAFF posts.

Practice and completion

Use fictional data or an explicitly authorized test destination. Never contact an arbitrary seller for training. Practice microphone denial, call outcomes, voicemail playback/transcription states, exact-offer approval, duplicate prevention, usage review and human handoff. Record review using the existing versioned training progress. A guide review does not certify a live call or approve an investment.

Choosing a number and receiving a new lead — 14 September 2026

A lead assignment does not create or change a phone number. For calls, check Call from each time: shared PRG and personal lines are labeled separately. Choosing a calling line does not change the SMS sender. The current SMS route remains the configured shared PRG line through TextMagic; personal-number texting and automatic transfer of existing SMS conversations are not active. A dedicated-line request follows request, admin review, exact quote acceptance, then verified activation. An accepted quote is not an active line. Automatic paid fulfillment remains unavailable. Manual dialing currently uses the PRG account/shared line; choose an assigned lead when using an eligible personal calling line. Never retry an uncertain call/send by simply switching numbers. Before enabling future SMS number transfers, require an explicit handoff and retained history, correct ownership for replies to the old number, and suppression/opt-out continuity. These are release requirements, not claims that migration is implemented.