Voice Channel (IP Telephony)
Connect a company phone system or twilio numbers
The Owner connects the company's phone numbers to the platform so calls appear in the Inbox: either a company phone system (a hosted or on-premises PBX) that posts call events to the generic phone-system webhook, or numbers of the company's Twilio account.
Link users to their extensions
The Admin maps each operator to the extension they answer on in the phone system (and, for Twilio, to the phone or SIP address to ring), so the platform knows who is on a call.
Detect and fix a voice connection that stopped working
The platform notices that a Twilio number left the account, or that a company phone system's events are refused or its calls and recordings fail, and shows the Admin the cause with a guided fix.
Receive an incoming call and see who is calling
When a customer calls a company number, the platform records the call, identifies the caller (or creates a contact for an unknown one) and shows the Operator whose extension is ringing an incoming call card within 2 seconds.
Answer a call and handle the customer's conversation
The Operator answers the call, becomes the responsible user of the customer's conversation (even when another user was), works from the on-call bar and ends with notes and an outcome; the call is kept in the conversation and as an activity.
Ring an available operator for an incoming twilio call
For a call to a Twilio number, the platform answers Twilio's incoming-call request with instructions: it applies the blocked list, working hours, greeting and recording notice, then rings eligible operators in the order the routing mode defines.
Handle a missed call and call the customer back
When nobody answers, the platform marks the conversation unread and notifies the right people. If an operator is responsible for the customer's conversation, it creates one callback follow-up for them; otherwise the conversation waits in the shared Inbox marked "Missed call — call back" for the first operator to take. Calling the customer back completes the follow-up and clears the marker.
Listen to a voicemail
A customer leaves a voicemail; the platform stores the audio on the call and the Operator who can see the conversation plays it.
Call a customer from the CRM
A Sales Rep clicks a phone number in the CRM; the platform rings the Sales Rep's own phone first and then dials the customer from the company number. Without a usable connection the button opens a `tel:` link for the Sales Rep's softphone.
Log a call dialed directly on the softphone
When a user dials a customer on the softphone or desk phone without using the CRM, the platform logs the call from the phone system's outbound events.
Review the calls list
A Supervisor reviews the calls they may see in one list, filters it to find missed or unlinked calls, and opens a call.
Link a call to a contact
An Operator attaches a call that has no contact (an unlinked call — withheld number, or an outbound call to an unknown number — or a call started from a Lead or Company page whose number matched no contact) to a contact, or to a new one, so it joins that contact's conversation.
Record call notes and the outcome
The Operator writes notes on a call and chooses its outcome from the company's Call Outcome list; the call's activity is kept in step.
Listen to a call recording
The platform copies a reported recording into its own storage; a Supervisor with the right permission plays it through an authorized, audited player.
Block a number
A Supervisor blocks a nuisance caller's number so its calls create no contact, conversation, card or follow-up.
Review call reports
A Supervisor reviews call volume, answer rate, waiting and talk times, missed calls not yet called back, and per-operator call figures.
Configure the company's voice settings
The Admin decides whether missed calls create callback follow-ups, how long to wait before they are due, whether an outcome is required, and how long recordings are kept.
Export or erase a customer's call data
When a customer asks for their data, the Admin exports the customer's call records and recordings, or erases them, through the standard GDPR tools.