Placing and Receiving Calls
How to place outbound calls, route inbound, and read transcripts/summaries afterward.
Placing and Receiving Calls
Outbound, single call
- Open Voice (dashboard) or Voice > Dialer
- Pick the dial code, enter the destination number
- Select the agent that should handle the call
- Click Call
The call starts within ~2 seconds. You'll see a live status badge (ringing, connected, in-progress) and once the call ends, it lands in /voice/calls with a transcript, recording, and AI summary.
Outbound, bulk
For larger batches use Voice > Dialer (CSV upload) or Voice > Campaigns (multi-step flow with retries, time-of-day windows, exclusions).
Inbound
Assign an agent to a Twilio number under Voice > Phones > Inbound Routing. When someone dials the number, the assigned agent picks up automatically.
For more sophisticated routing (business-hours fallback, IVR, regional language detection), set up a webhook in Voice > Phones > Advanced Routing.
Reviewing a call
Each row in /voice/calls shows:
- Duration and outcome (completed / no-answer / failed)
- Transcript: full word-level transcript with speaker labels
- Recording: audio playback
- AI summary: key points, next steps, sentiment
- Variant chip, if the call was part of an A/B experiment
Click a row for the full detail view.
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