Calling and Voice

A full phone system built on your own Twilio or Telnyx numbers. Your team can place and receive calls right in the browser, work a dialing queue, record and transcribe every call, and report on all of it - no desk phone or third-party dialer required.

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Browser Calling

A floating softphone (the dialer dock) lets reps place and answer calls from the browser. It stays open as you move around the app.

• Click to call from a contact, a conversation, or the manual dialpad
• Mute, an in-call keypad for menus, and hang up from the dock
• Wrap-up after each call captures a disposition (outcome) and notes
• Works on your existing Twilio or Telnyx voice numbers
• Calls appear as messages in the unified inbox, threaded per contact, so a rep can text back from the same place

Power Dialer

Build a single-line dialing session from a smart list, segment, pipeline stage, or a manual selection, then dial down the list one contact at a time with an auto-advance countdown you can pause, skip, or end.

• Server-side skip rules automatically pass over contacts on Do-Not-Call, suppressed contacts, contacts with no phone, and anyone outside the calling window
• A mandatory-disposition option can require an outcome on each call before advancing
• The session view shows the queue with skip reasons, the current contact, and the shared call controls

Inbound Calls

Inbound calls can ring a rep's browser, their verified cell or desk phone, or several at once.

• Per-user device and availability settings route calls to where each rep is working
• Optional press-1 screening on phone legs so a cell phone's voicemail cannot steal the call
• An incoming-call prompt in the dock lets the rep accept or decline
• Unanswered calls go to voicemail and fire a missed-call notification

Inbound Spam Screening

Turn on screening for any inbound number to cut down on spam and robocalls. An unknown caller is asked to confirm before the call rings your team, so auto-dialers and silent spam calls drop off instead of ringing through. Optional paid robocall scoring can be enabled per number.

Call Recording and Transcripts

Calls can be recorded automatically, transcribed, and threaded into the contact's conversation, with inline playback. Transcription can use speaker separation so you can tell the rep and the customer apart (this powers AI call grading - see AI and Call Grading).

Voicemail

When no one answers, the caller hears your greeting and can leave a message. The voicemail is recorded, transcribed, saved to the contact's conversation, and announced with a notification. Voicemail email forwarding can email new voicemails to your team with the transcript and a link to listen.

Caller ID and Numbers

• Assign a specific number to a rep as their personal caller ID, or leave numbers shared
• A "Call from" picker in the dock shows the rep's own number plus the shared pool, with a number another rep is actively using greyed out
• When a sub-account owns more than one number, drag to reorder them; the number at the top is the primary for outbound texts

Call Report

An analytics layer over your calls.

• KPI strip: total calls, connected, connect rate, talk time, average duration, missed, and voicemail
• Calls-over-time chart, an outcomes breakdown, a dispositions list, and a per-rep leaderboard
• Filter by date range, direction, agent, source, outcome, and recording
• Click any row for the full call detail: transcript, recording playback, the grade breakdown when graded, and the call's details

Call Quality

Per-user microphone and speaker selection with a live mic-level meter, a pre-call connection test that reports call quality before you dial, echo and noise controls, and an in-call quality summary surfaced in the Call Report.

Compliance

Built-in guardrails for outbound calling: a Do-Not-Call list, configurable calling windows (so calls only go out during allowed local hours), and call outcomes (dispositions) you define. These can be required and are enforced server-side.

Calls in Workflows

Calls drive automation. Workflow triggers fire on call completed, no answer, busy, voicemail, missed, and when a call is graded, so you can follow up on a missed call, route a low-graded call to a manager, or score a connected call automatically.