FAQ

Why am I seeing so many cancelled calls?

This may cause confusion on whether the agents are answering the calls properly or Toky is having any issues with the calls.

Written by Emilio from Toky
Updated this week

Belgium - National Numbers Requirements

Written by Emilio from Toky
Updated over a week ago

Belgium - Mobile Numbers Requirements

These are the requirements to activate Belgian numbers

Written by Emilio from Toky
Updated over a week ago

Belgium - Local Numbers Requirements

These are the requirements to activate Belgian numbers

Written by Emilio from Toky
Updated over a week ago

Belgium - Toll-free Numbers Requirements

These are the requirements to activate Belgian numbers

Written by Emilio from Toky
Updated over a week ago

About the fair use of Toky services

Learn about our fair use controls for our unlimited inbound calls and other services

Written by Germán from Toky
Updated over a week ago

Security considerations about your Toky API Key

Learn some security considerations when using the Toky API key for programming and integrations

Written by Germán from Toky
Updated over a week ago

Does the price per minute to a country changes when I call from different countries?

The price per minute to every country doesn't depend on the phone number selected as caller id

Written by Germán from Toky
Updated over a week ago

Can I send SMS online?

You can send SMS using Toky from your desktop computer, browser, mobile app and more.

Written by Germán from Toky
Updated over a week ago

What is the pricing of the multi-level IVR feature?

Learn how much you have to pay for creating unlimited multi-level IVRs

Written by Germán from Toky
Updated over a week ago

How to add notes and tags to a call?

Use notes and tags to give to every call the proper context.

Written by Germán from Toky
Updated over a week ago

What is the pricing of Power Dialer?

Learn how much you have to pay for using our power dialer feature

Written by Germán from Toky
Updated over a week ago

What is an outbound call center?

Learn about this call center and how to use Toky to start it

Written by Germán from Toky
Updated over a week ago

Do you offer flat rates?

Learn about how we charge our prices per minute and what you can get in your plan

Written by Germán from Toky
Updated over a week ago

Who can create Power dialer campaigns?

Learn what permissions are required for creating campaigns

Written by Germán from Toky
Updated over a week ago

Why my Toky Mobile App (Android or IOS) is not online?

Written by Mikhail
Updated over a week ago

Add agent with an already existing Toky account

An alternative to have the same email address used in multiple Toky accounts

Written by Carlos
Updated over a week ago

Refund Policy

Quick summary of our Refund Policy at Toky

Written by Carlos
Updated over a week ago

BYOC (Bring Your Own Carrier) support at Toky

Learn how you can connect your provider to Toky

Written by Germán from Toky
Updated over a week ago

Can I buy vanity phone numbers?

Learn what you can do if you want to use a vanity phone number with Toky

Written by Germán from Toky
Updated over a week ago

Can I buy mobile phone numbers?

With Toky you can buy a mobile number in some countries

Written by Germán from Toky
Updated over a week ago

Can I use Toky phone number for SMS verification?

Learn why you can't use a virtual phone number for SMS verification in services like WhatsApp and others

Written by Germán from Toky
Updated over a week ago

Information for phone number porting process

Porting your phone number to Toky requires an authorization document to start the process

Written by Germán from Toky
Updated over a week ago

Do you offer an SMS verification feature?

Learn how you can do it easily with our API

Written by Germán from Toky
Updated over a week ago

Common issue with the Windows Desktop App audio.

If you have issues with the audio we have many articles that will help you configure your audio the right way.

Written by Emilio from Toky
Updated over a week ago

Common causes and solutions for VoIP issues

Learn to detect and solve common problems affecting call quality

Written by Germán from Toky
Updated over a week ago

Do you offer Japan toll free numbers?

You can easily buy local and toll free numbers in Japan

Written by Germán from Toky
Updated over a week ago

How does the call queue work in Toky?

A call queue system will allow your agents to attend to several customers while others are waiting

Written by Germán from Toky
Updated over a week ago

I'm having issues with the audio on the desktop app for Mac.

If you have issues with the audio we have many articles that will help you configure your audio the right way.

Written by Emilio from Toky
Updated over a week ago

Do you have a fax to email service?

You can use your phone numbers and receive fax in your email using Toky

Written by Germán from Toky
Updated over a week ago

Can I forward calls from landline to cell phone?

Yes, you can configure your virtual phone numbers to forward calls to any number

Written by Germán from Toky
Updated over a week ago

What features does Toky have for your business?

Discover the growing list of Toky features ready to use in your call center and business phone system

Written by Germán from Toky
Updated over a week ago

Do you have call tracking metrics?

Using virtual phone numbers you can get basic call tacking with Toky

Written by Germán from Toky
Updated over a week ago

Is Toky Compliant with GDPR?

We care about customers privacy and data protection

Written by Carlos
Updated over a week ago

Toky and GDPR

Learn how Toky prepared for the General Data Protection Regulation

Written by Carlos
Updated over a week ago

Information you need to get the number activated

Some numbers require the user to meet specific address and identification requirements to be activated

Written by Emilio from Toky
Updated over a week ago

I am not receiving calls, how do I put myself online?

If you just finished a call, you may get stuck as busy and will not be able to receive the calls.

Written by Emilio from Toky
Updated over a week ago

Can I port my number over to Toky?

Steps to follow if you want to port your number to Toky.

Written by Emilio from Toky
Updated over a week ago

Why aren't personal email addresses accepted in Toky?

Learn why you require a business email if you want to create a Toky account

Written by Carlos
Updated over a week ago

Why was my account blocked?

Learn why your account may have been blocked

Written by Carlos
Updated over a week ago

What to check if you use Toky behind a Firewall?

Learn some ports that must be open when using Toky behind a Firewall

Written by Germán from Toky
Updated over a week ago

How can customers call you using Toky?

Customers can call you from your website, phone number, call link and more

Written by Germán from Toky
Updated over a week ago

What's warm and blind transfer and how it works?

You can transfer calls between agents in two ways

Written by Germán from Toky
Updated over a week ago

Do you have a Wordpress plugin?

Yes, we have a great click to call Wordpress plugin

Written by Germán from Toky
Updated over a week ago

How greeting audios work on phone calls?

Learn where is every audio played when receiving a call to your virtual phone number

Written by Germán from Toky
Updated over a week ago

How greeting audios work on Live calls?

Learn where every greeting audio is played when receiving a live call from your website or call link

Written by Germán from Toky
Updated over a week ago

Why is my click to call widget opening in a separate tab?

Could happen especially on Chrome

Written by Carlos
Updated over a week ago

Does internal calls use available credit?

Calls between agents using Toky are free of charge

Written by Germán from Toky
Updated over a week ago

Common issues caused by call forwarding

Side effects that forwarding calls may have on your business lines

Written by Carlos
Updated over a week ago

Changing greeting audios in Toky

You can change audios per live calls, phone calls and IVRs. Learn how.

Written by Germán from Toky
Updated over a week ago

These Google Chrome Extensions could cause problems

Some Chrome extensions can cause problems to Toky and its extensions

Written by Germán from Toky
Updated over a week ago

Call forwarding is not working. How do I fix it?

Steps to troubleshoot call forwarding issues

Written by Carlos
Updated over a week ago

How does billing work when I bring my own phone number?

How things work when you connect your Twilio number to Toky

Written by Carlos
Updated over a week ago

How long does it take to port my phone number?

Depending of the country porting a phone number to Toky could take some days

Written by Germán from Toky
Updated over a week ago

Do you have a live chat feature?

Not really but you can use some of our integrations

Written by Germán from Toky
Updated over a week ago

When will you get voicemail notifications by email?

Learn why, not all the voicemail will be notified by email

Written by Germán from Toky
Updated over a week ago

Do you support desk phones?

Short answer: we don't

Written by Carlos
Updated over a week ago

What is a private voicemail?

Customers can leave voicemails only for an agent

Written by Germán from Toky
Updated over a week ago

Does every agent gets a dedicated phone number?

Every agent gets a extension number but no a dedicated phone number

Written by Germán from Toky
Updated over a week ago

Can I use the same widget in multiple web sites?

TL;DR; yes, you can :-)

Written by Carlos
Updated over a week ago

What audio format is supported for the greeting messages?

Record your greeting in the right file format

Written by Germán from Toky
Updated over a week ago

Why do I have my CRM integrated with Toky but I can't see the contacts in the phone directory?

After enabling a CRM integration contacts are synchronized but no displayed, learn why.

Written by Germán from Toky
Updated over a week ago

Can I get a testing phone number during trial period?

If you want to try our phone numbers and call quality you can request it

Written by Germán from Toky
Updated over a week ago

Why inbound calls could not be ringing to agents?

Learn what could be happening if incoming calls go to voicemail when agents there are avaliable

Written by Germán from Toky
Updated over a week ago

Do you have any reports?

Toky has several reports about calls, cost, phone number use and more

Written by Germán from Toky
Updated over a week ago

What's the difference between Business plan and Entrepreneur plan?

Learn how to choose our paid plans according to your team size

Written by Germán from Toky
Updated over a week ago

Can I use my current phone number with Toky?

Sometimes you can transfer or port your actual phone number to our virtual phone system

Written by Germán from Toky
Updated over a week ago

I can't see the SMS menu option, What's wrong?

Learn what do you need to start sending SMS text messages with Toky

Written by Germán from Toky
Updated over a week ago

Do you have a referral program?

Get free credit for every referred friend subscribed to a paid plan

Written by Germán from Toky
Updated over a week ago

Do you have any desktop apps?

Toky's support for desktop applications

Written by Carlos
Updated over a week ago

What is the call link and how can I use it?

Learn what can you do with the call link and profile page

Written by Germán from Toky
Updated over a week ago

Can I send bulk SMS using Toky?

Yes, you can send bulk text messages to your customers.

Written by Germán from Toky
Updated over a week ago

Do you have a public API?

If you are you a developer we have great API to integrate your app with Toky

Written by Germán from Toky
Updated over a week ago

How much it costs to send SMS with Toky?

Learn where to find the cost per text message sent from Toky phone numbers

Written by Germán from Toky
Updated over a week ago

Can Toky provide conference call features?

Written by Germán from Toky
Updated over a week ago

What to do in case of having problems with integrations with CRM and other tools?

Learn what to check if you have troubles with our integrations with CRM and tools like Slack

Written by Wilson from Toky
Updated over a week ago

What to do in case of having problems with calls?

Check this out if you have problems like calls dropped or poor sound quality during your calls

Written by Wilson from Toky
Updated over a week ago

What are the prices of Toky?

Learn the pricing model of Toky plans, what you have to pay and what you don't

Written by Germán from Toky
Updated over a week ago

What to check if Toky calls drop or they can't connect?

An outdated version of your browser can cause problems in calls

Written by Germán from Toky
Updated over a week ago

Do you have a way of generating Text to Speech?

You can generate audio messages/prompts using text that will automatically be converted to an audio file

Written by Carlos
Updated over a week ago

Do I have to download something to make or receive calls using Toky?

Learn how to make or receive phone calls without download anything

Written by Wilson from Toky
Updated over a week ago

Is Toky a free calling app?

Learn what free calls can you make or receive in Toky

Written by Wilson from Toky
Updated over a week ago

Where do I check the service status of Toky?

Get real-time information on Toky services status

Written by Wilson from Toky
Updated over a week ago

What's an IVR or Phone Tree?

IVR (Interactive Voice Response)

Written by Wilson from Toky
Updated over a week ago

How to download call history data?

Export your Call History to CSV file in one click

Written by Wilson from Toky
Updated over a week ago

How does the phone directory work?

Learn how to manage contacs in Toky phone directory

Written by Wilson from Toky
Updated over a week ago

What do the phone icons mean in the call history?

Learn to identify calls with quality problems due to internet connection

Written by Wilson from Toky
Updated over a week ago

What's a Toll-free phone number?

Learn what a toll free phone number is and its characteristics

Written by Wilson from Toky
Updated over a week ago

Toky customer service contacts

Do you have a question or just need help with Toky? Learn how to get support from our team

Written by Wilson from Toky
Updated over a week ago

Where can I set working days and hours in Toky?

Learn where you can configure working days and hours and define business availability time

Written by Wilson from Toky
Updated over a week ago

How to get a number with SMS support on Toky?

Send and receive SMS (text messages) easily

Written by Carlos
Updated over a week ago

What are the prices for making calls?

Learn how much would cost to call using Toky with our per minute rates

Written by Carlos
Updated over a week ago

Can callers skip greeting messages and go directly to voicemail?

Customers can skip audios from Toky and go directly to voicemail

Written by Wilson from Toky
Updated over a week ago

What can I do if Toky tells me that my internet connection is unstable?

With an unstable internet the quality of calls can be affected

Written by Wilson from Toky
Updated over a week ago

What does it mean every status in call history?

Each inbound or outbound call has a status depending on some factors

Written by Wilson from Toky
Updated over a week ago

What's the meaning of the the colored circles next to the agents?

Each color shows the agent's state in Toky

Written by Wilson from Toky
Updated over a week ago

Why do I have a payment hold?

What does it mean when my payment is set for manual verification

Written by Carlos
Updated over a week ago

Can I change an agent's email?

Procedure to do when you need to change the registered email address for an agent

Written by Carlos
Updated over a week ago

People can't hear me when I talk

How to troubleshoot situations when I can hear others but they can't hear me, in calls using Toky

Written by Carlos
Updated over a week ago

What's a live call?

Get calls from your website with one click

Written by Wilson from Toky
Updated over a week ago

What's my Toky username?

TL;DR; it's the one you chose when you created your account

Written by Carlos
Updated over a week ago

Where is my Toky call link?

Toky gives you a unique call link you can share to receive calls from anywhere in the world. If you're not sure where to find it, check here

Written by Carlos
Updated over a week ago

Why are you cheaper?

Written by Oscar
Updated over a week ago

What happens if I already have a call-center and I only want to use parts of Toky?

We have great business apps and CRM integrations and an API easy to use

Written by Oscar
Updated over a week ago

Do I get charged for receiving calls?

Inbound calls are free with Toky with just one exception

Written by Oscar
Updated over a week ago

Can I make outbound calls from my account?

You can use Toky to make international calls

Written by Oscar
Updated over a week ago

Do my clients need Toky to call me?

Toky live calls doesn't require callers to have a Toky account

Written by Oscar
Updated over a week ago

What payment methods do you accept?

Accepted payment methods for Toky

Written by Oscar
Updated over a week ago

Can Toky co-exist with my phone infrastructure?

You can use Toky and your actual telephony system

Written by Oscar
Updated over a week ago

What's an agent?

Learn what's an agent for Toky and what can he do in our platform

Written by Oscar
Updated over a week ago

Can you walk me through what the service does?

You can ask for a Toky demonstration if you need it

Written by Oscar
Updated over a week ago

Which browsers does Toky support?

Use Toky to make or receive calls from supported browsers

Written by Oscar
Updated over a week ago

Why my browser is sending incomplete information?

Incomplete browser information can generate calls problems

Written by Oscar
Updated over a week ago

Do you have any apps?

We support Android, iOS, Windows, Mac, Linux and ChromeOS

Written by Oscar
Updated over a week ago

How good does my Internet connection needs to be?

Learn about internet requirements for using Toky properly

Written by Oscar
Updated over a week ago

How good should my Internet connection be to use Toky?

Toky works with average internet connection

Written by Oscar
Updated over a week ago

Blacklisted or blocked numbers

Learn what to do if you suspect you are calling to a blocked phone number

Written by Oscar
Updated over a week ago

How reliable is your infrastructure?

Amazon-reliable. We run on Amazon Web Services and have servers in the whole world, to guarantee the best call quality always

Written by Oscar
Updated over a week ago

Which countries are eligible for 1 free phone number?

Get a virtual phone number free for your business with your plan

Written by Oscar
Updated over a week ago

What are the limitations of a trial account?

You can try Toky virtual phone system for free with some restrictions for trial accounts

Written by Oscar
Updated over a week ago

Does my Toky credit expire?

Learn how much time you have to use the credit you buy for calls, SMS and more services

Written by Oscar
Updated over a week ago