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AppFolio | SimpleVoIP CRM Connect FAQs

  • Updated

AppFolio | SimpleVoIP CRM Connect FAQs 

This FAQ covers common questions about the SimpleVoIP CRM Connect AppFolio integration, including call recording, logging behavior, mobile usage, routing, reporting, and pricing.

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Call Recording & Transcription

Can recorded calls or transcriptions be deleted within the SimpleVoIP platform? If so, is this controlled by user permission?

Call recording and transcription items can be deleted by SimpleVoIP support on an ad-hoc basis. There is no mechanism to allow call recordings, transcriptions, or AI notes that live within the SimpleVoIP platform to be deleted or modified by an end user.
Retention: All recordings are deleted automatically after 1 year.

If we want to call a property owner whose phone number is on the AppFolio record, and we do not want it recorded, how do we do that?

Call recording can be enabled or disabled as needed using the Recording toggle in the Settings portion of the CRM Connect dial pad (embedded into the desktop and mobile app).
Important: Recording settings must be configured before a call is received or placed.

How long do call recordings last?

1 year by default. If you need longer retention, we can support storage in your own Amazon S3 bucket.

If calls are being recorded and transcribed, does the auto attendant need to announce that the call is being recorded?

We recommend recording a notice to your customers. Legal requirements vary state-by-state and this is the responsibility of the customer.

Is there an audio link of the call in the tenant notes or just transcription?

Both are available.

Depending on your CRM Connect logging settings, AppFolio notes may include:

  • AI-generated summaries
  • Sentiment analysis
  • Audio recording links
  • Call transcripts

Many customers choose to log summaries instead of full transcripts to reduce note volume within AppFolio.

Devices & User Experience

My managers won’t want to always use their cell phones, and the desktop can be annoying. What benefits would be missing if a regular phone were used?

You can absolutely use a physical handset instead of the mobile app. The primary difference is you would not see the CRM integration pop up on the screen with the matching contact record.
Calls will still be logged, and users can associate calls to the correct record after-the-fact if there are multiple matches for the same phone number.

How does the AppFolio integration function on mobile?

Inbound calls to the SimpleVoIP mobile app will show the caller’s standard caller ID.
Coming soon: contact integration with AppFolio to show the tenant/owner/guest name.

If a field employee taps a phone number within the AppFolio mobile app, and they’ve configured the SimpleVoIP Mobile app as their default dialer, it will route through our app. If offline logging is enabled (and the call took place in the SimpleVoIP app), the call can still be logged even without a native AppFolio mobile integration today.

How does the MS Teams integration affect the dial pad and user experience in AppFolio?

Customers can use MS Teams as their phone, and our offline logging will log calls to AppFolio. This is similar to using a desk phone or the SimpleVoIP Mobile app. You do not need to use the Chrome extension for calls to be logged (assuming offline logging is enabled).

In a digital meeting (like Zoom), is it possible to pull in someone via phone and merge them into the call?

We integrate with MS Teams, which supports this ability if you have set up the service. We do not currently have a Zoom integration.

Logging & CRM Behavior

What happens if an owner or vendor calls?

For tenants, vendors, and owners—if the calling number is in your CRM—you will have the same screen pop and matching-contact experience. The matching contact record will automatically load in your browser.

Can CRM Connect automatically open the matching AppFolio contact when a call comes in?

Yes. CRM Connect supports screen pops on both Ring and Answer. When enabled, CRM Connect automatically opens the matching AppFolio contact record when an inbound call is received.

If multiple contacts share the same phone number, CRM Connect allows users to select the correct contact before proceeding.

What happens if someone calls who isn’t in the CRM? How is that logged?

If CRM Connect cannot identify a matching AppFolio contact, the call may not automatically log to a CRM record.

Users may have the ability to manually associate the call with an existing contact. Call recordings and AI-generated call information remain available within SimpleVoIP systems when enabled.

What happens if a call isn’t picked up?

The call would still be logged as a missed call in the CRM notes.

For the note attachments of the calls and transcripts, will this happen with all calls? We get certain tenants that call a lot, and there’s a concern about the notes getting out of control.

We recommend leaving Summary on and turning off logging for the full transcription. This is the default behavior so the CRM note stays to 1–2 sentences per call.

If the dial pad for CRM Connect is closed, will calls still come through to other devices, and will they still be logged in the CRM?

Yes—if offline logging is enabled.

Are you able to text tenants from the platform, and does that log into AppFolio?

Yes. SMS conversations sent and received through supported SimpleVoIP messaging applications can be logged to matching AppFolio records when a tenant, owner, lead, or vendor match is found.

Both inbound and outbound messages can be logged. Related messages may be grouped together into a single AppFolio note using smart conversation logging to improve readability and reduce note clutter.

Plans, Pricing & Contracts

Do you have a satisfaction guarantee if we don’t like the service?

Yes. We offer a standard 60-day guarantee on all contracts. You can cancel service with no penalty during this initial timeframe.

What if I only have the Core plan? Do I need to bump up to Plus or Max?

You’ll need to speak with your AppFolio account manager about upgrading, since SimpleVoIP is a premium integration partner. Options typically include upgrading to Plus or Max, or adding the Premium add-on (if it’s cheaper).

Is there a possibility of waiving the setup fee or are there any upcoming launch promotions?

We run promotions from time to time. Please ask your sales manager.

Routing & Auto Attendants

Each line can have call forwarding, correct?

Correct—call forwarding is configurable per user.

With 3 primary numbers (2 main lines of business and an emergency number), will we have 3 auto attendants?

We have many options for auto attendant call routing (included with service). We can route calls to internal extensions or cell phones based on time of day, day of week, holidays, and more.

Are hunt groups supported to route calls to different people/teams for different shifts during the day?

Yes.

How easy is it to override or create “holiday” or “emergency” menus that would redistribute calls as needed?

Very easy. We typically set this up during onboarding and can show you how to update/override these settings in the portal.

If we don’t need to port numbers, could it be integrated faster than 4–6 weeks?

Yes. While industry standards are 4–6 weeks, we can move as fast as needed depending on complexity. Our standard deployment time is ~2 weeks after project kickoff.

Will we be able to port all the direct dial numbers that employees have today?

Yes—you can port as many numbers as you want.

Does CRM Connect support call transfers?

Yes. CRM Connect supports both Blind Transfers and Attended Transfers.

  • Blind Transfer immediately transfers the call.
  • Attended Transfer allows you to speak with the destination before completing the transfer.

Calls can be transferred to internal extensions or external phone numbers.

Reporting & Analytics

What analytics or reporting would I have access to?

All standard reporting is included at no additional cost (by user, location, etc.). We can also craft an executive report with your chosen metrics to be delivered by email daily, weekly, or monthly.

Call volume and trend reporting over time

Yes—available in the admin portal under Analytics/Reporting.

Team performance dashboards (calls handled, missed calls, response times)

Yes—available in the admin portal under Analytics/Reporting. We also offer executive reports delivered by email.

Advanced filtering and exportable reporting

Yes—in the admin portal under Analytics/Reporting.

Can we generate call volume reports by property, team member, or time period?

Yes—in the admin portal under Analytics/Reporting.

Are custom reports and exports available for internal dashboards?

Yes—in the admin portal under Analytics/Reporting.

Roadmap / Coming Soon

Searching across call transcriptions by keyword

This functionality is delivered through our Simple Intelligence platform. While it is currently implemented primarily with larger organizations due to minimum requirements, broader availability may be considered as the platform evolves.

Can we search and analyze call transcriptions at scale?

This functionality is delivered through our Simple Intelligence platform. While it is currently implemented primarily with larger organizations due to minimum requirements, broader availability may be considered as the platform evolves.

Are keyword frequency or trend reports available?

This functionality is delivered through our Simple Intelligence platform. While it is currently implemented primarily with larger organizations due to minimum requirements, broader availability may be considered as the platform evolves.

Reporting on the most frequently mentioned words or phrases to identify recurring issues or trends

This functionality is delivered through our Simple Intelligence platform. While it is currently implemented primarily with larger organizations due to minimum requirements, broader availability may be considered as the platform evolves.

Do you have a full demo of the user experience?

Not at this time. We do have a video that provides a visual overview of the AppFolio CRM integration from the user perspective.
Click Here to watch our videos regarding setup and usage

International / Remote Workers

If we have remote workers in the Philippines who do not have US numbers, is that a problem?

No—we can assign them US numbers or internal extensions.

Hardware Compatibility

Which desktop handsets work with your system?

Yealink, Poly, and Cisco are most common. A full list of approved devices can be found here: [Phone Models]

Call Center / Advanced Use Cases

Can a manager listen into calls live or join the conversation?

This is available via our Call Center functionality (additional cost and setup). It’s generally best for customers running an inbound call center with 5–10 dedicated team members.

Can you support a call center with a high volume of outbound calls through AppFolio?

We do not currently have an outbound dialer with that capability. Our call center product is designed for inbound call center workflows.

Our current platform has a “centralized inbox” so all employees can see texts/calls. If someone texts the office number, who receives it?

We support a shared text inbox accessed in the SimpleVoIP mobile app. Onboarding will help configure this. (Shared calls are handled via ring groups.)

Installation & Troubleshooting

What should we check if CRM Connect isn’t working correctly?

If you experience issues with the CRM Connect Chrome extension, please verify the following:

Setup Requirements

  • Ensure your email address in SimpleVoIP matches your AppFolio CRM user email.

Troubleshooting Steps

If the extension is not loading correctly or the CRM screen pop is not appearing:

  • Disable any active VPN connections.

  • Temporarily disable antivirus or endpoint security software that may block browser extensions.

  • Disable other Chrome extensions to rule out conflicts.

  • If using Microsoft Edge, try running the extension in Google Chrome, which is the primary supported browser.

  • Verify your browser is up to date.

Steps to Change Default Calling App (Android)

Open Settings: Access your device's settings menu.

Apps/Applications: Select 'Apps', 'Apps & Notifications', or 'Applications'.

Choose Default Apps: Find the "Default Apps" menu, often located under the top-right three-dot menu, or directly in the App menu.

Phone App: Tap on "Phone app" or "Calling app".

Select App: Select the preferred app from the list (e.g., Google Phone, Samsung Phone)

 

Android Method 2 

Open Settings: Access your device's settings menu.

Apps/Applications: Select 'Apps', 'Apps & Notifications', or 'Applications'.

Choose Default Apps: Find the "Default Apps" menu, often located under the top-right three-dot menu, or directly in the App menu.

Apps that can open links:

Select Phone and clear defaults.

 

IOS 

Open the Settings app.

Scroll down and tap Apps.

Tap Default Apps.

Tap Calling.

Select your preferred app (e.g., SV Mobile app) from the list. 

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