Overview

What is App Telephony?

App Telephony is a calling feature in Meritto that lets users place calls through the Meritto Android app. You can either initiate the call directly from the app or trigger it from the web interface. When initiated from the web, the call is routed to your mobile device and placed through your phone’s dialer. All calls are automatically logged for tracking, follow-ups, and reporting. No third-party calling tools are required.

What Problem Does It Solve?

• Eliminates the need to search for leads manually in the mobile app
• Automatically logs call data, even when calls are made from mobile
• Reduces reliance on expensive cloud telephony setups
• Allows users to choose and set a default calling method
• Prevents errors from copying or manually dialing numbers
• Captures and reports all calling activity without using external tools

How Does It Work?

App Telephony can be used from both the Meritto Android app and the web, based on user permissions.

• Only users with the web-specific permission will see the Click-to-Call button on the Meritto web platform
• Users with only mobile permission will see the call button inside the Meritto Android app
• The call button appears in key modules like Lead Manager, Application Manager (after applying a form), and Opportunity
• Clicking the button on web sends a call request to the Android device where the Meritto app is active
• The call is placed using the mobile dialer and all activity is automatically logged

Who Is It For?

• Counselors or sales teams who call leads regularly
• Admins managing calling access and visibility
• Institutions looking for a cost-effective alternative to cloud telephony

What Makes It Better?

• Consistent experience across web and mobile
• Automatic logging of all call types for reporting and audit
• Role-based permissions for separate control of web and mobile calling
• Supports both App Telephony and Cloud Telephony with default method settings
• Requires no additional hardware or third-party dialers

Plan & Permissions

Who Can Use This Feature?

App Telephony is available only to clients who subscribe to it as a paid add-on. It’s designed specifically for Android users of the Meritto mobile app and includes separate permission-based access for using the feature via web or mobile.

What’s Required Before You Begin?

Subscription Essentials

• Must purchase the App Telephony add-on.
• In package selection permissions "In-App Calling via Web" should be enabled.
• Must have active Mobile App User Licenses for intended users.
• Available only on Android devices (iOS is not supported due to platform restrictions). 

User Eligibility

Users must:

• Have the Standard User role.
• Have access to only one account. Users with access to multiple accounts cannot use App Telephony.
• Be logged in to the Meritto Android app.
• Be connected to a stable internet connection.
• Have notifications enabled on their device.
• Have Call Tracking and Pop-up/Air Alert enabled under Mobile App settings.

How Is It Activated?

Feature Enablement

• The Meritto team enables it after subscription.
• Found under: Mobile Application > NoPaperForms In App Calling > Enable In App Calling
  
  
  

Once subscribed the feature is ON by default. If it is later removed from Plan & Package, it will be auto-disabled.

Managing User Access

• Admins can assign and manage mobile app access through the User Manager.

What Permissions Are Required?

For App Telephony 

• In-App Calling via App (under Mobile App permissions)

For Web Calling

• In-App Calling via Web (under Mobile Application Permissions)
  
  
  

For Cloud Telephony (if also in use)

• Allow Cloud Telephony Calling (previously “Enable Click to Call”)
  
  
  

Core Functionalities

1. Click-to-Call Based on Platform Access

Initiate a call with a single click, either from the Meritto web platform or Android mobile app, based on your assigned permissions.

• If you have the web-specific App Telephony permission, you'll see the Click-to-Call button on the desktop.
• If you have the mobile calling permission, you can initiate calls directly from the Meritto Android app.
• The system routes the call through your Android device, eliminating the need for manual dialing.

Where the Call Button Appears

Depending on your permission, the call button appears in the following modules:

Web Platform (with web permission):

• Lead Manager
  
  
  

• Application Manager ( you will have to select an Application Form )
  
  
  

• Opportunity Listing

• Opportunity Profile
  
  
  

  Opportunity :  Meritto Web

  
  

  Opportunity : Meritto Profile

Mobile App (with mobile permission):

• Lead Manager

• Lead Profile
  
  
  

• Application Manager

• Application Profile
  
  
  

• Opportunity Listing

• Opportunity Profile
  
  
  

  Works in both the Web and Android App, based on access and permissions.

2. Dual Calling Options: In-App vs. Cloud Telephony

If your account has both App Telephony and Cloud Telephony enabled, you’ll be prompted to choose your preferred call method when clicking the call button.

Call Type Options Shown:

• In-App Call (via Meritto Android app)
• Cloud Telephony (via configured vendor)

If your account has both In-App call and Cloud Telephony enable you can also choose to set a default method to skip the popup going forward and set the selected method as default calling method. 

3. Default Call Method Setting

Don’t want to choose every time? Set your preferred call method once and the system will remember it.

How it works:

• Use the “Set as default & don’t show again” checkbox in the selection popup.
• You can change your default anytime by going to:
  User Profile > Device and App Information > Default Calling Method




4. Call Logging for Reports & Timelines

Every call—whether initiated from the web or mobile—is automatically tracked and logged. These logs appear in:

• In-App Call Logs
• Productivity Report
• Lead Timeline

Logged Data Includes:

• Call type (In-App / Cloud Telephony)
• Duration (Talk - Time)
• Date and time
• Initiating user and recipient
• Platform used (Web or Android App)
• Mobile number (masked if field masking is enabled)

5. Real-Time Error Handling & Feedback

If you attempt to place a call from the web and encounter an issue, the system provides immediate feedback to help you troubleshoot.

Possible Errors:

• Not logged into the Meritto Android app
• No internet connection on mobile
• Meritto app is force-stopped or killed
• User has access to multiple accounts (not supported for App Telephony)

Example Error Message:

“Unable to connect with mobile. Please check prerequisites.”

6. Expanded Coverage to Opportunity Module (Mobile Only)

App Telephony is supported in the Opportunity module within the Meritto Android app.

Where It Appears:

• Opportunity Listing
• Opportunity Profile

The same call button logic and permission rules apply here.

7. Timeline Activity for Call Events

All calling activity is recorded in the lead's timeline for improved visibility and traceability.

Activities Tracked:

• Call initiated (platform + method)
• Outbound call answered or missed
• Inbound call received or missed
• Duration or talktime of each call

These logs help teams monitor communication history and stay aligned on lead engagement.

Benefits of the Functionalities

1. Boosted Productivity with Fewer Clicks

If a user has the required web-specific permission, they can initiate calls directly from the web interface—no need to switch to the mobile app, search for leads, or dial manually. This reduces effort and keeps users focused on engagement instead of navigation.

2. Seamless Cross-Device Workflow

By connecting the desktop interface with the Meritto Android app, App Telephony enables a smooth and uninterrupted communication flow. Whether a call is initiated from web or mobile, everything stays in sync—from placing the call to logging the details.

3. Transparent and Automatic Call Logging

Every call—outbound, inbound, or missed—is automatically tracked without manual intervention. Call logs are synced across modules like the lead timeline, In-App Call Logs, and productivity reports, giving you full visibility into team activity.

4. Dual Calling Flexibility

With both App Telephony and Cloud Telephony available, users can choose how they want to make calls. A default method can be set to avoid repeated selections, supporting different workflows within the same organization.

5. Permission-Based Access & Admin Control

Admins can control exactly who sees the call button on the web or mobile app by assigning separate permissions for each platform. This ensures calling access is limited, role-specific, and aligned with team responsibilities. All configuration options are consolidated under the mobile app settings panel.

6. Minimal Setup Calling Option

For teams that don’t want to invest in complex telephony setups, App Telephony provides a cost-effective and reliable alternative. With just the Meritto Android app and the appropriate permission, users can initiate and log calls—without external dialers or integrations.

Special Business Use Cases

1. Cost-Efficient Calling for Budget-Conscious Teams

Not every institution can afford a full-scale cloud telephony setup. App Telephony offers a smart, minimal-setup alternative—ideal for clients who want to enable voice calling without incurring ongoing telephony charges. It uses the user's own mobile network and still ensures every interaction is tracked across Leads, Applications, and Opportunities.

2. Seamless Calling from the Opportunity Module

Institutions using the Opportunity module for lead progression can now initiate calls directly from Opportunity Listings and Profiles in the Meritto Android app—just like in the Lead and Application views. This reduces clicks, speeds up follow-ups, and improves outreach effectiveness during critical conversion stages.

3. Scalable Setup for High-Volume Environments

App Telephony is a practical fit for large institutions with high call volumes. It works without external dialers, special integrations, or hardware dependencies. With permission-controlled access and mobile-first design, it simplifies deployment and scales efficiently across large counseling teams.

4. Flexible for Hybrid Calling Workflows

For teams using both App Telephony and Cloud Telephony, the system supports hybrid calling environments. Users can select their preferred method or set one as default. This is especially useful for organizations transitioning from cloud-based systems or working with mixed calling requirements across departments.

Conclusion

App Telephony in Meritto enables direct calling from the app or web, with auto-logging and permission-based control. It streamlines communication, eliminates manual dialing, and supports both standalone and hybrid setups, making it easier to manage and track calls within the platform.