Contact support
Support CenterOpen the Support Center in Trellus and create a ticket. Include your platform, the screen where you need help, and the steps that led to the issue. Avoid sending passwords, API keys, or customer recordings by email.
Audio problem on a callUse Report audio problem in Audio Settings during the call or within 10 minutes after it. It sends diagnostics, not audio, to our support team.
BillingBilling admins manage the subscription, invoices and card details from Billing in Trellus settings. For other billing changes, open a ticket in the Support Center.
Security reviewSee the security page for extension permissions and how to request the SOC 2 report.
Set up Trellus
What you need: Google Chrome on a Mac or Windows computer, a headset or microphone, and a supported CRM, sales platform or Google Sheet. Trellus installs as a Chrome extension, and your team adds calling numbers in Trellus settings.
- Install the extension and sign inAdd Trellus to Chrome, then sign in to Trellus.
- Follow the setup guide for your platformOpen your platform on the integrations page to see where calling starts and how it fits your workflow.
- Check your microphone and headsetConfirm that the correct microphone and speaker are selected and your connection is stable. The microphone and headset check walks through it.
- Make a test callCheck the audio at both ends and verify that the result appears where you expect before starting a larger list.
Fix common problems
Chrome keeps asking for my microphone. How do I fix it?
When Chrome asks, choose Allow while visiting the site (it may say Allow on every visit), not Allow this time. If it keeps asking, open chrome://extensions, choose Details under Trellus, then Site settings, and set Microphone to Allow.
Why did Chrome remove Trellus’s microphone access?
Chrome’s Safety Check can remove permissions from extensions it thinks are unused, and Trellus mostly runs in the background. Open chrome://settings/safetyCheck, find Trellus under permissions removed and choose Allow again.
What should I do if call audio is choppy?
Trellus warns you during a call when your network is dropping or delaying audio. Try a wired connection or another network, and pause video calls, VPNs and cloud sync. If it continues, use Report audio problem in Audio Settings during the call or within 10 minutes after it; it sends diagnostics, not audio, to our support team.
Can I use AirPods or another Bluetooth headset?
Yes, but Bluetooth microphones switch to lower, phone-call audio quality. For the clearest sound, use a wired or USB headset and pick it in Audio Settings, where you can also test your mic and speaker.
Will an extension update cut off a live call?
No. Chrome downloads updates automatically, and Trellus waits to install one until you are off a call, nothing is ringing and no call log is open. You may be asked to refresh the page afterward.
How do we keep our numbers from being marked as spam?
An admin completes spam remediation in Trellus: STIR/SHAKEN business verification first, then the Free Caller Registry. Spreading calls across several numbers and keeping the volume on each one reasonable also helps.
What happens when a prospect calls me back?
The call rings in Chrome, in the tab that holds your Trellus line, with the contact’s details and recent call history. If you set a forwarding number, callbacks ring that phone instead. Missed calls from the last 7 days stay in a list so you can call back.
Will Trellus call prospects outside business hours?
Not by default. Trellus dials between 8 AM and 6 PM in each prospect’s local time. You can widen the window, set your own or allow all hours, and contacts outside the window wait until it opens.
How do I cancel or change our billing?
Billing admins manage the subscription, invoices and card details from Billing in Trellus settings. Single-seat plans can pause or cancel there; larger plans can request changes through the Support Center. When a plan is canceled, calling stops right away and numbers may be released.