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Overview

Voice calling lets your team answer and make calls on the numbers you already text from, right in the browser. Each number has its own flow for incoming calls: business hours, which teammates ring, an IVR menu (a keypad menu — “press 1 for sales”), and voicemail. Every call shows up under Calls in the sidebar (/calls) and in the contact’s inbox thread. Set it up under Settings → Voice (/settings/voice).
In short: 1) Turn on voice and pick a caller ID. 2) Set each number’s hours, ringing, and voicemail. 3) Call and answer from the floating widget.
Time to complete: ~20 minutes  ·  Difficulty: Intermediate  ·  Works on Twilio and Telnyx numbers with the Voice capability.

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Before you start

  • A connected Twilio or Telnyx channel — the phone-number provider you already text through. Voice uses the same provider as your texting. Numbers that can’t take calls show No voice capability.
  • The right permissions (Users & roles). Your admin controls who can turn on voice, edit number settings, make and receive calls, see the call log, and listen to or delete recordings. If a button is missing, ask an Owner or Admin for that permission.
  • A browser with microphone access.

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Enable voice calling

Turn voice on

Go to Settings → Voice and click Enable voice calling. If you later switch SMS providers, turn voice on again here; per-number settings are kept.

Set workspace defaults

Pick a Default outgoing caller ID (the number the customer sees when you call). Optionally set a Default voicemail greeting and an Unavailable message. Each can be Text To Speech (you type it and a computer voice reads it) or Audio Upload (MP3, WAV, or M4A up to 10 MB).

Enable a number

Click a number in the table to open its settings (/settings/voice/<number-id>). Under Basic Info, turn on Enable line and choose a Recording Policy: Always, Never, Incoming calls only, Outgoing calls only, or Business hours only. Set the Ring Timeout (how long a call rings before giving up, 5–600 seconds), then click Save Changes.

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Route inbound calls

Each number uses one approach: IVR Menu (callers press a key to choose) or Direct Forwarding (calls ring your team straight away). Each has separate Business Hours and After Hours settings.

Set availability

Under Availability, set the timezone, weekly Business Hours, and Holidays.

Set up Direct Forwarding

Choose Who rings first? with Add Teammate. Then pick what happens for All teammates busy, No answer, and No one available: Send to voicemail, Ring teammates, or Forward to a number. Max wait is how long a caller waits for a busy teammate. Hold queue keeps unanswered callers on hold music, in order, for up to Max hold, so any online teammate can pick them up.

Set up the IVR Menu

Set a greeting, then give each key (0–9, *, #) an action: Ring Teammates, External Forward (send the call to an outside number), or a Voicemail Box. After hours, choose IVR menu, Voicemail, or Forward to number.

Set up voicemail

Under Voicemail Settings, toggle Enable voicemail and set the Greeting Message and Max Recording Length. With voicemail off, callers hear the Unavailable message and the call ends.
Only teammates who are set to Active and have the app open will ring. Teammates already on a call count as busy. A number with Enable line off tells callers it’s unavailable and hangs up.

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Make and receive calls

The call widget (a small phone panel) floats over every page. Open it from the phone badge in the header.
  • Status — set Active, Away, Busy, or Offline in the widget header. You can’t dial while Offline.
  • Dial — use the Keypad, Contacts, or History tab, or click Call on a contact or inbox thread and pick the line. Caller ID (the number the customer sees) defaults to Auto.
  • Answer — incoming calls ring in the widget and header: Answer or Decline. Callers waiting on hold show Pick up.
  • In call — Mute, Hold, Keypad, Transfer (to a teammate or an outside number), End call. A Recording indicator shows when recording.
  • Wrap up — set an Outcome (Interested, Not interested, Follow up, Other with a required description), add Notes, and click Save wrap-up. You can also Call again, save the caller as a contact, or Black list the number.
You can be on one call at a time. Answer, Pick up, and Call again wait until your current call ends. Transfers are cold handoffs: the call moves straight to the other person, without you speaking to them first.

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Block callers

Under Settings → Voice → Blocked numbers, click Block a number. Blocked callers are rejected on every workspace number before anyone’s phone rings, and no call record is kept. If the number belongs to a contact, that contact is also opted out of texts. Unblock number lifts the call block only, never the opt-out.

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Review the call log

Calls (/calls) shows Total calls, Missed rate, Total talk time, and Avg duration. Below is a table you can search by name or number. Filter it by date range, Direction, Status (Completed, Missed, Voicemail, Busy, No answer, Failed, Canceled), Disposition (the outcome saved at wrap-up), and Recording. Click a row for Duration, Wait, Talk, and Billed minutes, Recordings, Info and Timeline tabs, and Open contact. Recordings and voicemails play right on the page, with skip, speed, and volume controls and a Download button. Voicemails show who has listened to them. Finished calls also appear as a summary bubble (for example Missed call) in the contact’s inbox thread and Calls tab.

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Billing

Talk time is counted in voice minutes, rounded up for each call and shown as Billed. If your plan has a limit on minutes, the widget shows No voice minutes left and stops you dialing when they run out. See Plans and trials.

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FAQ

No. Turn on voice for any SMS number bought with the Voice capability.
No. Switch with the Use IVR Menu / Use Direct Forwarding toggles; each has its own business-hours and after-hours settings.
Calling happens in the browser. Use Forward to a number or transfer a live call to an outside number instead.

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Troubleshooting

You need permission to make calls (ask an Owner or Admin), a number with voice turned on, an Active status, and voice minutes left. The widget tells you which one is missing.
Add yourself under Who rings first? and keep the app open with status Active. Check the number’s business hours and timezone.
Check the number’s Recording Policy. Incoming calls only, Outgoing calls only, and Business hours only skip some calls. Recordings also take a moment to appear.
Click Enable voice calling again to reconnect with your provider. If it keeps failing, check your provider login details under Settings → Messaging Channels.

Inbox

See calls and voicemails alongside texts in each contact’s conversation.