Frequently Asked Questions
Get up to speed on the things that other people wanted answers to!
Getting Started
What is Cradle?
Cradle is a modern cloud phone system (VoIP) built for businesses in Australia and New Zealand. It replaces your traditional desk phones and phone services with a software-based solution that lets your team make and receive business calls from their computer or mobile device — wherever they are. Cradle integrates deeply with the tools you already use, like Xero, HubSpot, and FYI, so your call activity flows straight into your existing workflows.
What do I need to get started with Cradle?
All you need is a computer (Mac, Windows, or Linux) and a headset. You can also use the Cradle mobile app on iOS or Android. There's no special hardware to buy and no on-site installation required. To get started, request a trial meeting with us and we'll walk you through everything in about 10 minutes.
Can I keep my existing phone numbers?
Yes! We can work with your current phone service provider to port your existing numbers across to Cradle. While the porting process is underway, we can arrange for calls to be forwarded to Cradle so you'll start getting the benefits straight away — there's no downtime during the transition.
How long does it take to set up Cradle?
Most teams are up and running within a day. The software installs in minutes, and we provide a complimentary 10-minute training session with every new user to make sure they can make the most of Cradle from day one. Number porting from your previous provider typically takes around four weeks, but you can start making and receiving calls on Cradle immediately using a call forwarding and a verified caller ID.
Is Cradle suitable for my size of business?
Cradle is designed for small to medium-sized businesses, typically teams of 4 to 50 people. We're particularly popular with professional services firms — accountants, lawyers, financial advisors, and property managers — but any business that relies on phone calls to build client relationships is a great fit.
Do I need an IT team to manage Cradle?
Not at all. Cradle is designed to be self-service. You can add or remove users, change call routing, update your business hours, customise voicemail greetings, and manage numbers — all from your web browser. No IT department or special technical knowledge required.
Features & Functionality
How does call routing work?
Cradle offers flexible call routing to suit your business. You can route incoming calls directly to specific people (DDI/DID), to a group of people (ring groups), through a voice menu (IVR), to an external number, or to voicemail. Our Smart Connect feature routes callers to the person they last spoke with, and if you use HubSpot, XPM or FYI, calls can be automatically routed to the contact owner, accountant or partner — so your clients always reach the right person.
Can I set different rules for business hours and after hours?
Yes. You can configure custom call handling for during and after business hours from the web admin portal. This includes different greetings, routing rules, and voicemail settings. Cradle also handles daylight savings automatically, so you never have to adjust your settings when the clocks change.
Does Cradle support call recording?
Yes, call recording is available on our Professional and Enterprise plans. All calls can be recorded and played back at any time. If you use FYI or HubSpot, calls are transcribed, summarised, and filed against your client automatically.
Can I transfer calls between team members?
Absolutely. Cradle supports immediate transfers (send the call directly), cold transfers (speak to your colleague first, then transfer), and warm transfers (bring all 3 parties into the call together) . You can also seamlessly transfer a live call from your desktop to your mobile if you need to step away from your desk.
What is Smart Connect?
Smart Connect is Cradle's intelligent call routing feature. When a caller rings in, Cradle identifies them and routes the call to the person they most recently spoke with on your team. This means your clients get connected to someone who already has context on their situation, creating a more personal and efficient experience.
Does Cradle show caller ID for my outbound calls?
Yes. When you make outbound calls, Cradle displays one of your business numbers as the caller ID. If you have numbers in multiple regions, Cradle can automatically show the most geographically relevant number to the person you're calling, increasing the likelihood they'll answer.
Can I get international numbers?
Yes! You can get numbers in over 100 countries through Cradle. You'll need to meet the regulatory compliance requirements for each country, but we'll guide you through that process. Cradle will automatically select the right local number when your team calls internationally, giving your customers that local feel even when you're calling from the other side of the world.
Is there a limit on how many calls I can take at once?
No. Cradle supports unlimited concurrent calls, so your entire team can be on the phone at the same time without any issues. There's no need to worry about running out of lines.
What about voicemail?
Cradle sends your voicemails directly to your email, so you never have to dial in to check them. You can customise your voicemail greetings and voice menus from the web portal. This typically saves teams 1 to 2 hours per week compared to traditional voicemail management.
Can I send text messages from Cradle?
Yes, through our integration with Sakari SMS, you can send and receive text messages using your Cradle business numbers (on SMS capable numbers).
Integrations
What software does Cradle integrate with?
Cradle integrates with a range of business tools including HubSpot, Xero, FYI (Elite, Pro, and Docs), XPM (Xero Practice Manager), Google Workspace, Microsoft 365, and Sakari SMS. We're continually adding new integrations based on customer feedback.
How does the HubSpot integration work?
Cradle's HubSpot integration automatically logs all calls (inbound, outbound, and missed) to the relevant contact record in HubSpot. It also provides in-app caller context so your team knows who's calling before they answer, routes calls to the HubSpot contact owner, enables in-app contact creation, and can trigger HubSpot automations based on call activity. With HubSpot Conversation Intelligence, your calls are transcribed automatically and searchable within HubSpot.
How does the Xero integration work?
Cradle syncs with your Xero contacts, so when a client calls, your team can see exactly who it is and pull up relevant information. Call activity is logged against Xero contacts, and Cradle enriches the caller experience by showing contact details to your team when the phone rings.
Does Cradle work with FYI?
Yes. Cradle integrates with FYI Elite, FYI Pro, and FYI Docs. This integration lets you access client information during calls and ensures call activity is captured against the right client records within your practice management workflow. With FYI Elite, you can use automations to create draft timesheet entries as soon as you finish a call.
Does Cradle work alongside Microsoft Teams?
Yes. Cradle works alongside Microsoft Teams to ensure your phone calls and video calls don't step on each other's toes. Many of our customers use Teams for internal video conferencing and Cradle for their external phone system. Cradle automatically manages your presence so colleagues can see when you're on a call.
Can I build custom integrations with Cradle?
Yes. We offer webhook support and can work with you on custom integrations for specialised needs. If you have a system you'd like Cradle to connect with, get in touch and we'll discuss what's possible.
Pricing & Plans
How much does Cradle cost?
Cradle's pricing is listed on our pricing page at cradle.io/pricing and varies based on the calling and features plan your business needs. We offer tiered plans that scale with your requirements, and our Professional Plus plan for the US and Canada includes fair-use calling. Most other plans require a calling bundle, which we'll help you size appropriately based on your call volume.
Is there a free trial?
We offer trial periods so you can experience Cradle before committing. Request a trial meeting with us and we'll get you set up to test-drive the platform with your team.
Are there any hidden fees?
No. Cradle's main charges are clearly listed on our pricing page. Additional numbers beyond your included allocation have a small monthly fee, and calling costs depend on your chosen bundle or plan. We'll always be upfront about costs before you commit.
Can I add or remove users easily?
Absolutely. Adding a new person is as simple as logging into the web portal and typing in their email address. They'll receive an email with sign-up instructions, and we'll schedule a 10-minute training session to get them up to speed. Removing users is just as straightforward.
What's the ROI of switching to Cradle?
Our customers typically see payback within the first week. By eliminating missed calls, reducing voicemail management time, and automating call logging into your CRM, teams typically free up 40 to 100+ hours per month. For a team of 10, that translates to roughly $5,000 to $19,000 in monthly productivity gains, representing an ROI of 700% or more.
Setup & Migration
How do I port my numbers to Cradle?
We handle the porting process for you. Simply let us know which numbers you'd like to bring across, and we'll coordinate with your current provider. During the porting window (typically a few business days), we'll set up call forwarding so you don't miss a single call. Once porting is complete, everything switches over seamlessly.
What happens to my current phone system during migration?
There's no disruption to your business. We set up call forwarding from your existing provider to Cradle during the transition, so calls continue to come through as normal. Your team can start using Cradle immediately while the porting process completes in the background.
Do you provide training?
Yes! Every new user receives a complimentary 10-minute training session with one of our team. We also have a comprehensive Help Centre with guides for desktop, iOS, Android, administration, and integrations. And of course, our NZ-based support team is always available by phone, email, or chat.
Can I replicate my existing call routing setup?
In almost all cases, yes. We can generally replicate whatever call routing you're currently using — whether that's direct lines, ring groups, IVRs, or forwarding rules. During your onboarding, we'll work with you to set up routing that matches or improves on your current setup.
Call Quality & Reliability
How reliable is Cradle's call quality?
Cradle is built on enterprise-grade VoIP infrastructure with built-in fail-safes and proactive monitoring. Our customer support team actively monitors call quality and works alongside your team to deliver consistently high performance. All you need is a stable internet connection — we recommend a minimum of 100 kbps per concurrent call.
What happens if my internet goes down?
Cradle has fail-safe mechanisms built in. If your internet drops, calls can be automatically redirected to mobile numbers or voicemail so you never miss an important call. The Cradle mobile app also works over mobile data, so your team can continue taking calls on their phones.
Do I need a special headset?
Any standard headset with a microphone will work. However, Cradle is a Jabra Premium Reseller, and Jabra headsets integrate seamlessly with Cradle for the best experience — including features like answer/hang-up buttons, mute, and auto-presence detection. We'll help you choose the right headsets for your team and supply them at competitive prices.
What internet speed do I need?
VoIP calls use very little bandwidth — approximately 100 kbps per call. Most business internet connections can comfortably handle multiple simultaneous calls. We recommend a stable, wired connection for the best experience, though Wi-Fi works well for most users too.
Mobile & Remote Working
Can I use Cradle on my mobile phone?
Yes! Cradle has native apps for both iOS and Android. You can make and receive business calls on your mobile using your Cradle business number — so clients see your office number, not your personal mobile. The mobile app is perfect for days out of the office, working from home, or when you're travelling.
Can I use Cradle from multiple devices?
Yes. You can have Cradle running on your desktop computer and mobile phone at the same time. Incoming calls will ring on both devices, and you can answer on whichever is most convenient. You can even transfer a live call from desktop to mobile (or vice versa) mid-conversation.
Does Cradle support remote and hybrid teams?
Absolutely. Cradle was built for flexible working. Your team can make and receive calls from anywhere with an internet connection, and it all looks the same to your clients — they dial your business number and get through to the right person, regardless of where that person is working from.
Does Cradle work in a web browser?
Cradle's primary calling experience is through the desktop app (Mac, Windows, Linux) with support from our mobile apps (iOS, Android) for those times when you're out of the office. Administration, settings, and reporting are all managed through the web portal in your browser.
Security, Compliance & Recording
Is call recording compliant with local regulations?
Cradle's call recording feature is designed with compliance in mind. However, call recording regulations vary by jurisdiction, so we recommend checking the specific requirements for your region. In some jurisdictions, recording is permitted as long as one party to the conversation is making the recording, and in others you need everyone on the call to agree to being recorded. You should always check all decisions to record calls with your legal team. We can discuss your specific compliance needs during onboarding.
Is my data secure with Cradle?
Yes. Cradle uses encrypted connections for all calls and data transmission. Your call data, recordings, and contact information are stored securely in our cloud infrastructure with appropriate access controls and backup procedures.
Where is my data stored?
Cradle's infrastructure is hosted on enterprise-grade cloud platforms. For specific data residency questions relevant to your business, please contact our team and we'll provide the details you need.
Support
What support does Cradle offer?
Cradle is proudly built and operated in New Zealand, and our customer support team is NZ-based. You can reach us by phone, email, or chat. We also have a comprehensive online Help Centre with guides and articles covering everything from setup to troubleshooting.
What are your support hours?
Our support team is available during New Zealand business hours. For urgent issues outside these hours, we have monitoring and alerting systems in place to address critical platform issues.
Do I get a dedicated account manager?
Yes. Our customer success team works closely with your business to make sure you're getting the most out of Cradle. From onboarding through to ongoing optimisation, you'll have a real person you can contact who knows your setup.
Switching to Cradle
How is Cradle different from Microsoft Teams calling?
While Teams is great for internal video conferencing and collaboration, Cradle is purpose-built for external business calling. Cradle offers deep CRM integration (HubSpot, Xero), intelligent call routing like Smart Connect, enriched caller ID with client context, voicemail-to-email, and dedicated NZ-based phone support. Many of our customers use both — Teams for internal meetings and Cradle for their client-facing phone system.
How is Cradle different from other VoIP providers?
Cradle stands out in three key ways. First, our deep integrations with tools like Xero, HubSpot, FYI, and XPM go beyond basic call logging — we provide caller context, contact owner routing, and automation triggers. Second, our Smart Connect feature routes callers to the person they last spoke with, creating a personal experience that most competitors can't match. Third, we're proudly NZ-based with local support from people who understand your business.
I'm currently with another provider. Can you help me switch?
Absolutely. We've helped hundreds of businesses migrate from providers like 8x8, 3CX, and traditional phone systems. We handle the number porting, set up your call routing, train your team, and ensure there's no disruption to your business during the transition. Most teams are fully operational on Cradle within a few days.
Is there a lock-in contract?
Cradle offers flexible terms. We're confident you'll love the platform, so we don't need to lock you in with long contracts. Contact us for the specific terms that suit your business. Our cheapest prices are always for those who commit to annual contracts.
Can I make international calls with Cradle?
Yes! You can call nearly every country in the world using Cradle. Just ask us to enable the countries you need on your account. Your caller ID can show a local number for the country you're calling, increasing the chance your call gets answered. Note that calling China and some countries under sanctions is not currently available.