Feature Requests

Workiz should preserve the complete recording and transcript when a customer call is transferred from one team member to another. A transfer made inside the same company should not create a blind spot in the call history simply because the receiving employee answers through another number or device. Specific example from Lubbock Lock and Key: Date/time: Thursday, August 27, 2026, approximately 11:48 AM Caller: Don Pittman, (772) 233-1745 Called: LLK main line, (806) 795-7117 Initial recipient: Ryan Bliss Intended transfer: Amber Daniels in billing Workiz Calls shows one answered call lasting 5 minutes 26 seconds. The AI transcript captures Don asking for billing, Ryan confirming Don's name and company, and Ryan saying he will transfer the call. The transcript ends at Ryan's statement, "Let me forward you over there. Hold on a sec." Workiz does not show a linked second call leg, a receiving-user record, or any recording/transcript of the conversation after the transfer. This creates an operational and accountability gap. We cannot verify whether the transfer connected, what was discussed with billing, what commitments were made, or whether the customer's issue was resolved. Requested functionality: Preserve recording and transcription across transfers between company team members, queues, users, extensions, and approved forwarding destinations. Display each transfer as linked call legs under one parent call, with the sending user, receiving user, transfer time, answer status, and complete transcript. Where the receiving person answers on an external phone, allow Workiz to bridge the call so recording and transcription can continue under the account's recording settings. If recording or transcription must stop when a call leaves the Workiz call flow, show a clear warning before the transfer and mark the call record with exactly where capture ended. Make the complete linked history available from the Calls report and the related client, lead, or job timeline. This request should continue to honor each account's call-recording settings and applicable consent requirements.

When a call does not actually ring for any person and the caller hangs up before anyone could have answered, I think there should be a different status like "bounced" rather than "missed." Missed to me means it rang and I did not answer the call.

Can we upload our own call waiting music?

We manage multiple marketing campaigns, each with its own Workiz DID. Knowing which number the customer dialed before answering is critical because our greeting and conversation depend on the marketing channel. Even simply displaying the DID label (e.g. "Google LSA", "Yelp", "Google Ads") on the incoming call screen would solve this problem. This is a standard feature in many business phone systems and would be extremely valuable for businesses using multiple tracking numbers.

It would be really helpful to see all communication with a customer in one place. When someone calls or messages a customer, everyone needs to see the interaction with them. Currently, the call log shows calls only, and messages shows only texts and emails.

Live transcription for incoming calls is great. Can we get live transcription for outgoing calls?

When I get a text message it would be nice if it would alert me and make a sound.

When an incoming call is received through the Workiz mobile app, the screen only displays “Workiz Client” or “Flow Call.” It does not show which specific Workiz phone number or call flow the customer dialed. We use several Workiz numbers for different marketing channels, such as Google LSA, Google Ads, Yelp, and Organic. It is very important for us to identify the marketing channel before answering the call. This information is already displayed in the desktop app. Please add the same functionality to the mobile app so the incoming call screen shows the assigned Workiz number label or call flow name before the call is answered. Most of our calls are handled on mobile devices, so the desktop workaround does not solve this issue.

Be able to text or email with multiple people in one thread

It would be great if we could configure the AI assistant to respond to callers differently when the phone rings after hours. Right now, if they call during our operating hours, the assistant will tell the caller that she is trying to transfer them to a member of a team. This is fine when we're open. But she is still telling callers that after hours when nobody is available to take a call. It should be as simple as -> if the client is calling after the set business hours in your account settings, the assistant should inform them that we are currently closed.