Frequently asked questions

A calling CRM where agents call from their own SIM and mobile number, the app logs every call automatically, asks for a one-tap outcome, books the follow-up, and gives managers a live board and reports.

Sign up on the website as a company or an individual and verify your email with the 6-digit code. The industry you choose sets your starting pipeline stages and call outcomes, which you can edit or extend with an industry template. Then import your leads, invite your team, and have each caller install the Android app (the iPhone app is coming to the App Store) and sign in with the same mobile number or email. The Guides walk through each step.

Yes. Import CSV or Excel files (up to 50,000 rows per file) with automatic column matching and duplicate checks by phone number, then assign the sheet to one person or split it evenly across a team.

The web app, Android app and iPhone app ship in 33 languages — including Hindi, Bengali, Tamil, Telugu, Marathi, Gujarati, Kannada, Malayalam, Punjabi, Urdu, Arabic, Hebrew, Persian, Turkish, Indonesian, Malay, Vietnamese, Thai, Filipino, Spanish, Portuguese, French, German, Italian, Dutch, Polish, Russian, Ukrainian, Swahili, Japanese, Korean and Chinese.

Yes. The workspace sets a default; every person picks their own language and time zone from the language menu in the top bar on the web (saved to their account) and More → Preferences on the phone. Follow-ups and reminders always show in the agent’s own time zone.

Write to support from the Contact page — every message is answered by a person within one business day, in your language. The Guides section walks through every process step by step.

No. LumaKol is not a dialer and does not carry calls. Your agents call from the SIM in their own phone over the mobile network, and LumaKol logs, organizes and follows up on those calls. There are no per-minute charges and no virtual numbers.

No. Calls use the mobile plan already on the agent’s SIM. LumaKol charges only the per-seat subscription; there are no per-minute or per-call fees.

Yes. Calls go out from the SIM in the agent’s phone, so the customer sees the same mobile number they can save, message and call back. There are no virtual or masked numbers.

Yes. Each agent selects one SIM as their Work SIM. Only calls on that SIM are logged; the personal SIM is never read.

On Android, yes — outgoing, incoming and missed calls on the work SIM are captured and matched to leads by any of the lead’s numbers. Calls to or from numbers that are not leads stay on the phone, unless your admin turns on “calls from new numbers become leads” — then missed (or all incoming) calls from new numbers become leads with a callback due.

Calls are unaffected because they run over the mobile network. Call logs, feedback and follow-ups are stored on the phone and sync when connectivity returns, with duplicate protection.

The web app is for managing leads, teams and reports. Calls are made from the phone so they use the agent’s SIM; outcomes for calls made elsewhere can be logged on the web from the lead’s page.

By lead score: leads that are most likely to pick up and most urgent come first (an overdue or due follow-up, a fresh lead, a lead that answered before), then the earlier follow-up, then the fewest attempts. Leads at the attempt limit are held back for review, and skipping moves a lead to the end for the day.

The call is still captured. Pending outcomes are counted on the Home screen and in the Calls list until they are logged. Admins can set feedback to Remind (default), Block the next call, or Optional.

Each not-connected outcome schedules the next attempt after the retry delay your admin set. At the maximum attempts the lead leaves the queue and is flagged for review so nobody keeps dialling a number that never answers.

Yes. Settings → Calling policy sets the hours and days when calling is allowed, the maximum attempts and the delay between retries. The Android and iPhone apps warn an agent who dials outside those hours — they can still call, and the call is flagged “Outside hours” in reports — and dates marked closed in Settings → Working calendar block calling for the day. The check uses the time on the agent’s phone, not the lead’s time zone.

Log the outcome “Requested no contact”: it moves the lead to Lost and out of every calling queue, and while “Block calls to leads who asked not to be contacted” is on in Settings → Calling policy (the default), the apps refuse to dial that lead at all. LumaKol keeps no separate do-not-call list and does not check national registries such as India’s DND (NCPR), the UK’s TPS or the US Do Not Call Registry, so screen cold lists before importing them. The Compliance pages cover the rules by country.

Personal numbers used for real conversations rarely earn spam labels; shared virtual numbers dialled at volume do. LumaKol helps by enforcing attempt limits and retry delays, closing leads that ask not to be contacted, and making it easy to send a short introduction message before a call.

LumaKol does not record audio itself. On Android, where the phone’s own dialer records calls, the app can find the recording, match it to the lead and upload it to your LumaKol workspace, where the roles you allow can play it. Some phone brands and regions do not allow dialer recording, and the iPhone app cannot sync recordings. Recording consent rules in your country are your responsibility.

LumaKol syncs the recordings the phone’s own dialer makes. Several brands and regions do not allow dialer recording; on those phones calls are captured but no audio exists to sync.

Android 10 or newer on any carrier, with full automatic call capture. The iPhone app is coming to the App Store; it works in assisted mode, tracking the calls you start from the app and labelling each one observed, partially observed or self-reported, because iOS does not give apps access to the call log.

You start the call from the app, the Phone app dials from your SIM, and LumaKol watches the call while it stays in the background. When you return, the outcome screen opens with the call recorded and a reliability label: observed, partially observed, or self-reported.

Only things iOS does not allow any app to do: capturing calls that were not started from the app, syncing dialer recordings, choosing a work SIM, turning missed calls from new numbers into leads, and showing a card over other apps (the iPhone shows lead names on incoming calls through Caller ID instead). Leads, the calling queue, outcomes, follow-ups, templates, sequences, quotes, field visits, the business card scanner, attendance, voice notes, languages and dark mode are on both.

Phone and calls, and Call log, to capture calls on the work SIM; Notifications for reminders and the post-call prompt. Optional: battery optimisation, so capture survives aggressive power saving; Show over other apps, for the caller-ID card and the outcome screen that opens after a call; and access to the recordings folder for recording sync. Each step explains itself before you allow it, and More → Diagnostics shows the current state.

No. Capture reads the phone’s call log, so calls made while the app was closed are picked up on the next sync, including after a restart. The battery step in onboarding keeps that sync reliable on brands with aggressive power saving.

Yes — More → Calling → Work SIM. Only the selected SIM is captured from that moment; nothing from the other SIM is read.

On Android, with the overlay permission, an incoming call from a lead shows a card with the lead’s name so the agent knows who is calling before answering. On iPhone, enabling LumaKol under Phone → Call Blocking & Identification labels incoming calls from leads.

No. Only the SIM chosen as the work SIM is captured; the personal SIM is never read. Calls with numbers that are not leads stay on the phone, unless your admin turns on missed-call leads — then only incoming calls from new numbers on the work SIM are sent. Agents can see exactly which permissions the app uses, and nothing runs through accessibility services.

Yes, in the Android and iPhone apps: Leads → Add leads → Scan business card (Scan a card on iPhone). The card is read on the phone and fills in the name, numbers, email, company, job title, city and website; the photo is never uploaded. Check the fields and save — the source is set to Business card.

Rows whose mobile number already exists in the workspace are skipped and counted; the existing lead keeps its owner and history. Invalid numbers and rows with an unknown stage or owner are rejected and listed so you can fix the sheet.

At import: decide later, one person, or split evenly across the people you tick. Leads from a connected lead source can go to one person or round-robin automatically, and automation rules can reassign leads nobody called in time. Afterwards: bulk Assign from the Leads page, or reassign a whole list from Leads → Lists. Team leads can only assign within their team.

Each workspace has one pipeline, which you shape under Setup → Pipeline: your own stages, each open, won or lost with a chance to win. Start from a template button adds a ready-made pipeline for finance, healthcare, automotive, travel, IT services or e-commerce, with outcomes, custom fields and an opening script. Applying a template only adds or updates — nothing of yours is deleted and leads keep their stage.

Every outcome carries a default follow-up delay; the agent confirms or changes the time when the call ends. The follow-up appears in the Follow-ups list (overdue, today, next 7 days) and as a reminder on the phone at that time, in the agent’s time zone.

Yes. Custom fields (text, number, currency, date, select, multi-select, checkbox, URL, email, phone) appear on every lead and can be mapped from imports. Questions can be attached to specific outcomes or asked after every call.

Yes. Admins write a general script and optional scripts per stage and per lead source. The matching script appears on the queue card and the lead with the lead’s details filled in.

Every lead has WhatsApp click-to-chat with your saved templates: the message opens in WhatsApp on the agent’s phone with the text filled in, and the send is logged on the timeline. Drip sequences can remind the lead’s owner to send a WhatsApp at the right step, with the text ready. LumaKol does not send WhatsApp messages by itself.

Every open lead gets a score from 0 to 100, recalculated as things happen, with the reasons shown — for example a fresh enquiry, a follow-up due now, or a lead that answered before raise it; many unanswered attempts lower it. Agents see "Best to call now" on their home screen and the queue serves the highest score first, on the web and in the Android and iPhone apps.

Two ways. Print the QR code or the ready A4 poster for a lead form (Settings → Integrations → Lead capture forms → QR code) so visitors fill in the form themselves; those leads arrive tagged “qr”. Or add the lead yourself and tap a quick source — Walk-in, Business card, Referral or Event — on the web, Android or iPhone.

Yes, on Android, if your admin turns it on under Settings → Calling policy → “Calls from new numbers”. A missed call (or, if you choose, any incoming call) on an agent’s work SIM from a number that is not a lead becomes a lead owned by that agent, with a callback due now and a notification on the phone. A number that turns out not to be a customer can be marked “Not a lead” and never comes back. It is off by default, and iPhones cannot do it because iOS does not let apps read call history.

Yes. Create a quote on a lead with items, GST and a discount, and share the link on WhatsApp or anywhere. The customer opens it, accepts or declines, and pays by UPI straight to your own UPI ID — a pay button on a phone, a QR code on a computer. LumaKol never touches the money; you mark the quote paid and the revenue shows on your reports.

Yes. At the customer, the agent taps Check in on the lead: the phone’s location is read once and LumaKol shows how far that is from the lead’s saved location. They add a purpose and a note, and check out with the outcome. Managers see every visit per person and day, with the route in Google Maps. Location is never tracked between check-ins. Visit photos will be saved to the agent’s own Google Drive once that connection is approved by Google.

Owner (everything, including billing), Admin (settings and people, not billing), Billing admin (subscription and invoices, plus reports), Team lead (their team’s leads, live board and recordings), Agent (their own leads and calls) and Viewer (reads leads, calls and reports, changes nothing). Agents and team leads use paid seats; up to three of the others are free per workspace, the owner included.

No. Team leads see the leads, calls and live board for people in their team. Owners and admins see everything.

Every agent’s status right now — available, on a call, on a break, idle or offline — with check-in time, active time, breaks, outcomes logged today and overdue or due-today follow-ups. It is fed by the phones, not by anyone filing a report.

Checked in, not on a break, and no call or app activity for longer than the idle threshold your admin sets (ten minutes by default). Any call or logged outcome clears it.

No tracking, ever. Location is read once at the moment someone checks in or out — for attendance, only if your admin requires it, and for a field visit at a customer, to show how far the check-in was from the lead’s address. Nothing is recorded in the background, during calls, breaks or idle time.

Yes, on company workspaces. Owners and admins set monthly targets per agent or team lead under Targets — calls, connected calls, deals won and revenue. Reports → Targets shows who is ahead, on track or behind against a steady pace, plus a month-end revenue forecast from deals already won and open deals weighted by stage. Callers see their own progress on their home page in the web app.

A dashboard for any window you pick (today to three months, or custom): calls, talk time, outcomes and deals won against the previous window, new leads, overdue follow-ups, who checked in, the activity chart, outcome mix, lead sources, funnel and leaderboard. Reports adds the pipeline funnel, revenue from quotes, by-agent workload, list performance and import history; Coaching adds the best hours to call, speed to lead, follow-up discipline, caller scorecards and call reviews; field visits have their own day-by-day page; agents get My performance and their call reviews; and the attendance report exports to CSV.

Reports → Coaching shows the best hours to call by answer rate, how fast new leads get their first call, whether follow-ups happen on time, and a scorecard per caller. Managers can listen to answered calls and score them 1–5 on your own criteria; the caller sees the score and the note, and the QA score joins their scorecard.

Owners, admins and team leads can play recordings. Under Settings → Privacy you can also let agents play the recordings of their own calls. Recordings are kept with the call until the workspace is deleted.

Every workspace starts with a 14-day free trial, no card needed — every workspace trials the Growth plan, individual accounts included. During the trial you can have up to 3 callers, 500 leads and 5 custom fields, and every lead source; downloading leads as CSV unlocks when you subscribe. If the trial ends without a plan, the workspace becomes read-only, pauses 15 days later, and is deleted after 90 days paused. Choose a plan at any point and everything is as you left it.

Three plans — Starter, Growth and Business — priced per seat per month, from a single seat, billed monthly or annually, with Enterprise by arrangement. Agents and team leads use seats; up to three owners, admins, billing admins and viewers are free. Plans differ in how many leads and custom fields you can keep, how many automation rules and sequences can be on at once, and which automatic lead sources you can connect. Live chat, targets, the API and webhooks, forms with QR codes, call reviews, field visits, quotes and lead scoring are on every plan. There are no per-call or per-minute charges and no setup fee. Current prices are on the Pricing page.

Indian rupees for workspaces in India, with GST added, and US dollars everywhere else, invoiced as an export of services without GST. The currency follows the country you signed up in and does not change afterwards.

From Billing on the web: fill in your tax and invoice details, choose a plan and seats, and pay through the secure Razorpay checkout by card, UPI or net banking. Renewals are issued as proformas and become numbered tax invoices the moment they are paid. You get a renewal notice a week before each period ends.

Billing → Change plan or seats. The change starts a new period from today at the new plan and seat count and takes effect once it is paid; unused time on the old period is not credited, so changing near a renewal is best. During the trial the 3-caller limit cannot be raised — subscribe to add more. Pending invitations reserve a seat until accepted, revoked or expired.

Yes. From Billing, pause an active subscription for 1, 2 or 3 months. The pause starts when the paid period ends, nothing is charged for those months, and the workspace is locked with all data kept. Resume now starts a new paid period from today; otherwise renewal picks up when the pause ends.

Yes. The owner or billing admin cancels an active subscription from Billing on the web. You keep full access until the end of the period already paid for, and can undo it until then with Keep my subscription. After that the workspace is read-only for 90 days and then deleted. Deleting the account of an owner who is the only active member erases the workspace straight away.

No. All payments are final. That is why cancelling never cuts your paid period short — the workspace keeps working until the end of what you paid for.

Your workspace is stored in LumaKol’s Asia-Pacific region — Settings → Organization shows the region. Traffic is encrypted in transit, every query is limited to your own workspace, and secrets such as mailbox passwords and portal keys are encrypted individually. LumaKol staff can open a workspace only through an audited, time-limited support session.

Only through a support session that is tied to a support ticket and a stated reason, lasts at most 30 minutes, is view-only unless a change is needed, and is recorded in LumaKol’s audit log. Where your agreement requires it, the owner is asked to Allow or Decline first, and that answer appears in your workspace’s security log.

Name, email or mobile number, date of birth, role, time zone, the device the app runs on, sign-in details such as IP address and browser, and the work calls, outcomes, notes, check-ins, field visits and breaks they log. No message content, no personal-SIM calls, and location only at the moment of a check-in or a field-visit check-in.

Yes, inside LumaKol. Settings → Privacy sets numbers for agents to full, masked (only a few digits shown) or hidden (tap-to-call only); managers always see full numbers. One honest limit: when an agent calls a lead, the phone’s own dialler and call log show that number, because that is how the call is placed and captured. Masking stops numbers being read off a list, not off the phone after a call. Screenshot blocking and lead-export roles are in the same place.

Downloading leads as CSV needs a paid subscription and a role ticked under Settings → Privacy → Roles that can export leads — owners and admins by default, and team leads if you add them. Every leads export is recorded in the security log. Managers can also download the reports and the attendance report they can see.

In the Android or iPhone app: More → Legal & account → Delete my account, then a reason and your password. Sign-in stops on every device and your name, email, number and date of birth are erased; calls, leads and notes stay with the organisation. An owner cannot delete their account while other members are active; an owner who is the only active member erases the whole workspace at once. Requests can also be emailed to our privacy address.

Yes. Create a capture form under Settings → Integrations and you get two things: a hosted page you can share as a link, and a snippet you paste into your own site. Either way the lead is in an agent’s queue within seconds, tagged with the source you chose. A hidden field catches bots and each address is limited to a few submissions per form, so nobody can flood your queue.

Whoever your assignment rule says. Leave it unassigned for a manager to hand out, give every form lead to one person, or split them round-robin across a team. If the number already exists the form does not create a second lead — it adds a note to the existing one so the agent knows they came back.

Yes, on every plan. Owners and admins add a chat widget under Settings → Integrations → Website chat, list the websites it may appear on, and paste one line of code. Visitors leave their name and mobile number, every chat becomes a lead, and the team answers, hands over and closes chats from the Chats inbox in the web app. The phone apps do not have a Chats screen yet.

Under Setup → Lead sources you connect Google Ads lead forms, IndiaMART (with your CRM key), JustDial, or any website or tool through a webhook. New enquiries arrive as leads, repeat numbers are added as a note instead of a duplicate, and each source can assign to one person or in turn, and set the stage and tags. Facebook and Instagram lead ads are built and waiting on Meta’s app review; until then a tool such as Zapier can pass them to a webhook source. Which sources a plan includes is on the Pricing page.

A rule reads as a sentence: when something happens (a lead arrives, is not called within X minutes, misses N calls in a row, a follow-up is overdue, the stage or call outcome changes), only if it matches (source, stage, tags, owner), then act — assign or round-robin, change stage, add tags, set a follow-up, notify the owner or managers, or add the lead to a sequence. The history shows what each rule did to which lead.

A set of timed steps a lead goes through after being added: an email sent automatically from your own connected email account — never from LumaKol — with a stop link in every email, a WhatsApp or SMS the owner is reminded to send with the text ready, and follow-up tasks. A lead leaves the sequence when it is won or lost or a call is answered. Add leads from the lead page, in bulk, or with an automation rule.

Yes, a REST API at api.lumakol.com/api/v1. Owners and admins create keys under Settings → API & webhooks with only the permissions a tool needs (read leads, write leads, read calls, read people, manage webhooks), an optional expiry and an optional list of allowed IP addresses. Each key can make 60 requests a minute, a workspace 120 a minute across its keys and 10,000 a day. The API is on paid plans, not during the free trial. Keys belong to the workspace, so they keep working when someone leaves, and revoking one takes effect immediately. The Developers page has the full reference.

That is what webhooks are for. Point one at your https URL and LumaKol POSTs JSON within seconds when a lead is added, edited, moves stage or is reassigned, or a call outcome is logged. Every request carries an HMAC-SHA256 signature so you can prove it came from us, and a failed delivery is retried seven times over about 16 hours. Recent deliveries, with your status code or the error, are listed next to each webhook.

The API and webhooks those tools need are live, so you can connect any of them today using a webhook trigger and a plain HTTP action. A listed LumaKol app for Zapier is built and waiting on Zapier’s review; until it appears in their directory, the manual connection is the route.

Yes. Settings → Integrations (shown to owners and admins) gives a private calendar link to subscribe to in Google Calendar, Apple Calendar or Outlook. Each entry carries the lead’s number, stage and last outcome with a reminder ten minutes before. Apple and Outlook refresh every few minutes; Google decides for itself and can take several hours, so treat the calendar as your plan for the day and let the app’s notification tell you a call is due now.

Two-way sync is built — new rows become leads and call outcomes are written back beside the row they came from — but it is not switched on yet. Until it is, upload the sheet as CSV or Excel, or post rows to the API. We will say so on this page the day it goes live.