Ruby Mobile App FAQs

What’s New?

What's New: We got your feedback about our mobile app, and we listened!
What's New: We got your feedback about our mobile app, and we listened!

We’re happy to introduce some exciting customer-driven improvements, including the ability to hold calls with a single screen tap and easily view all unread messages and voicemails with one touch, all from the app’s Home screen.

How to Use the Ruby App

What information are my employees able to see?
What information are my employees able to see?

By default, employees are able to access their own call and message records, basic account information, and are able to update their personal status. They will not be able to update or view company or payment information, view call usage, or see information for other companies you manage. To grant additional access for members of your team, please reach out to your Customer Happiness team via email at staff@callruby.com or give us a call at 866-611-7829.

Can I receive notifications when I have new activity?
Can I receive notifications when I have new activity?

Yes! iPhone customers can receive notifications for new message and voicemail activity (Coming soon to Android!). To make sure notifications are turned on, navigate to the More Screen, then “Notifications.” If you don’t receive notifications when they’re turned on in the app, visit the Notifications area of your personal phone settings.

How do I update my payment information through the app?
How do I update my payment information through the app?

You must be the Responsible Party on the Ruby account in order to update this information. For questions about the Responsible Party role, email us at staff@callruby.com or give us a call at 866-611-7829.

To update your payment information, first tap the menu dial at the bottom of the app and select “More.” Below your company information on the More screen you will find your payment information screen. Tap the payment you would like to edit to launch the Payment Information screen. Here you can select the option to add, edit, or delete your payment information.

How do I set up a custom voicemail greeting?
How do I set up a custom voicemail greeting?

This feature is available on the Ruby iPhone app (coming soon to Android).

You must have permission to administer voicemail on your Ruby account in order to update this information. For questions about this permission, email us at staff@callruby.com or give us a call at 866-611-7829.

To set up a custom voicemail message, first tap the menu dial at the bottom of the app and select “More.” You will find an option to set up your custom voicemail message under Settings. Once open, you will see any existing voicemail greetings. Feel free to re-record any voicemail greetings listed or reach out to our Customer Happiness team if you would like to create a brand new greeting, remove greetings, or change the schedule for the days and times your greetings play. You can email staff@callruby.com or give us a call at 866-611-7829.

Where can I see my usage?
Where can I see my usage?

Usage is available to the Responsible Party on the Ruby account, and can be found in the More section under “Company,” as well as at the top of the More screen on the iPhone app.

What happens when I archive a call?
What happens when I archive a call?

When you archive a call it is removed from the call list on the Activity screen. Archived calls are always available from the Archive tab on the Activity screen.

Can I delete call activity?
Can I delete call activity?

Your call records are permanent, so there is no way to delete them. You may, however, archive as you read them to help keep your calls list organized.

How do I listen to my voicemails?
How do I listen to my voicemails?

You can listen to voicemails directly from your Call Details screen. Tap on a call record that displays the voicemail icon and scroll down to the voicemail section. Tap the orange play button to hear your voicemail. You can also download the voicemail to listen to later.

How do I update my profile information?
How do I update my profile information?

If you’d like to change your profile information, please give us a call at 866-611-7829 or email staff@callruby.com.

How do I update my company information?
How do I update my company information?

If you’d like to change your company information, please give us a call at 866-611-7829 or email staff@callruby.com.

Is my call usage information in real-time?
Is my call usage information in real-time?

Yes, it is! Call information populates within 15 minutes of a call’s conclusion.

Is the Ruby usage information for the last week, month, all time?
Is the Ruby usage information for the last week, month, all time?

The current billing cycle is shown on the usage meter. You can change billing months to see how your weekly call volume and top call days differ depending on the month.

How do I set up Call Forwarding?
How do I set up Call Forwarding?

Call-Forwarding is an exciting new feature available for those customers with a Ruby hosted business number. Feel like fielding calls yourself for a while? No problem! With the tap of a screen, our mobile app lets you forward calls to Ruby or to any number of your choosing. Want Ruby to answer only when you can’t? You got it! Set calls to ring to a number of your choice, then roll over to Ruby—so you always have the option of answering first. Visit the More screen to access Call Forwarding, and if you don’t see the feature there, reach out to us to learn more about Ruby hosted business numbers.

Status and Shortcuts

What is status?
What is status?

The status feature lets you make temporary updates to your standard call handling. For example, if you’re running into a meeting, you can change your status and we’ll hold your calls until you’re back. Your current status can be viewed or updated from the top of the Home screen and in the Status section of the main menu.

My status says “My Normal Call Handling.” How can I tell what that is?
My status says “My Normal Call Handling.” How can I tell what that is?

“My normal call handling” simply means receptionists are following your default call handling instructions. If you’d like to see or change your normal call handling instructions, please give us a call at 866-611-7829 or email staff@callruby.com.

What is a shortcut?
What is a shortcut?

A shortcut is an easy way to use the same status again and again, like a template. For example, if you’d like to hold your calls every day for lunch, make a shortcut and you’ll be able to set that status in a flash.

How do I create a shortcut?
How do I create a shortcut?

While creating a status, you will have the option to create a shortcut by selecting “Save this as a shortcut for future use.”

I want to delete or change a shortcut, but I’m worried I’ll delete or change all future statuses I made using it.
I want to delete or change a shortcut, but I’m worried I’ll delete or change all future statuses I made using it.

Don’t worry! Deleting or changing a shortcut will not have any impact on a current or scheduled status already in place. To change a current or scheduled status, please visit the individual instances and work from there.

When setting a status, what does “Until Further Notice” mean?
When setting a status, what does “Until Further Notice” mean?

“Until Further Notice” means your receptionists will continue to follow your temporary instructions until we hear from you again—whether that’s an hour from now or in three days.

What if I accidentally schedule two separate statuses at the same time?
What if I accidentally schedule two separate statuses at the same time?

Our system only lets you have one active status at a time. You’ll receive a conflict notice if you accidentally try to set a new status over an existing one, at which point the conflict notice will let you pick the status you want.

How far ahead can I schedule status updates?
How far ahead can I schedule status updates?

Status updates can be scheduled up to one year in advance.

Ruby Contacts

What are Ruby Contacts?
What are Ruby Contacts?

Your Ruby Contacts list allows us to recognize the people who call your company which, in turn, helps us provide accurate information back to you. When a caller you’ve saved rings to Ruby, our system matches their phone number to the information you’ve provided and displays it to the receptionists. This feature is a great option any time you want us to know who your callers are and is especially helpful for callers with difficult names or those callers who are harder to hear.

How do I create a Ruby Contact?
How do I create a Ruby Contact?

From any message, voicemail, or call activity, click the “Add Contact button”, or import your device contacts from the Ruby Contacts area of the app.

Why aren’t all of my contacts listed on the Import screen?
Why aren’t all of my contacts listed on the Import screen?

To be importable, the contact should have: a first name, at least one phone number, and no more than 10 digits (an initial “1” is okay though). Phone numbers with extensions, international numbers, contacts that only have an email or anybody without a first name will not be pulled into the Import screen.

What will you do with my contacts once they’re imported?
What will you do with my contacts once they’re imported?

Imported contacts are added to your Ruby Contacts list, which helps our receptionists be prepared with accurate information for your callers, allowing them to be familiar and confident—even with the most complicated names.

What contact information can be imported?
What contact information can be imported?

For each contact, the app will import first name (required), last name, company, and phone numbers (at least one phone number is required).

Choose Your Caller ID

How do I turn the Choose Your Caller ID feature on in the app?
How do I turn the Choose Your Caller ID feature on in the app?

Navigate to Settings in More to turn the Caller ID toggle on. This will start the device verification process, after which you will have full access to the feature.

I have the ability to choose a caller ID, but I don’t see my business number as an option.
I have the ability to choose a caller ID, but I don’t see my business number as an option.

This may be because Ruby doesn’t host your business number. We’d be happy to though, and free of charge! Plus, when you host your business number with Ruby, you have the added benefit of eliminating your landline and any bills associated with it. Reach out to our Customer Happiness team at 866-611-7829 or email staff@callruby.com to make the switch.

Give us a call!