Tern does not sell minutes. It works with the Zoom Phone you already have: calls, recordings and texts land on the lead's timeline. An agent calls a lead with one click that opens the Zoom app. Calls do not count against any allowance.
Before you start
- You need a Zoom account that administers your phone system.
- Each agent needs a Zoom Phone licence and the Zoom app installed on the computer they work from.
- Each agent's email in Zoom should be the email they use in Tern. That is how calls are matched to people.
Connect Zoom Phone
An admin does this once for the workspace.
- In the sidebar, under Configure, open Integrations.
- Find the Zoom Phone card and press Connect.
- On the Zoom Phone page press Connect Zoom Phone.
- Sign in to Zoom with the account that administers the phone system and approve the request.
- Back in Tern the page says Zoom Phone is connected. Calls, recordings and texts will start arriving within five minutes.
Check who is matched
- On the same page find the Phone users card. Zoom users are matched to your team by email.
- Each row says Matched to a teammate or No matching team member.
- For anyone not matched, make the emails the same in Zoom and in Tern, or invite that person to Tern.
- Check the Health card: Account, Last sync, Synced up to and Numbers.
Calls made or taken by a matched user are attributed to them. That feeds their targets in the work log.
Call a lead
- Open a lead, or find them in the Leads list or on the call list in My day.
- Press Call. The Zoom app opens and dials the number.
- Talk as usual. When the call ends it is captured within five minutes.
If the button is greyed out, hover over it:
| You see | What to do |
|---|---|
| Connect Zoom Phone under Integrations to call from here. | An admin has not connected Zoom yet. Follow the steps above. |
| This lead has no phone number that can be dialled. | Add a phone number to the lead at its source. |
| Do not call | This contact asked not to be called. Tern will not dial them. |
Find the call afterwards
- Open the lead and look at the Timeline tab. Use the Calls filter to narrow it.
- A call shows as Inbound call, Outbound call, Call attempted, no answer, Missed call or Voicemail.
- Press play on the recording. Press Show transcript to read along.
- A little later a Transcript ready row appears, followed by a Summary and any commitments Tern found in the call.
A Missed call from a lead creates a callback task for the owner, so nobody has to remember it.
Recording and consent
Whether calls are recorded at all is your choice. With recording off, calls are logged, never recorded. Set it under Settings, then Compliance. See Recording, consent and retention.
Disconnect
- Open Integrations, then Zoom Phone.
- Press Disconnect and confirm.
New calls and texts stop arriving until it is connected again. Disconnecting revokes the grant: calls already captured stay.