Phone Workspace

The Phone workspace gives your team one place to place company-line calls, review every customer-facing call, and coach representatives. Open Phone from the main admin sidebar on web or the primary Phone tab in the native mobile sales workspace. On web, use the section links for Activity, Coaching, and Intelligence settings.

The page uses the telecom provider and shared number configured for your workspace. Internal provider and forwarding legs are grouped behind the scenes, so the activity list shows one understandable row for each customer call.

If the workspace has separate brands with voice-capable Twilio numbers, those numbers share the same Phone workspace, authorized mobile recipients, forwarding destination, recording policy, and voicemail behavior. Incoming calls retain their brand in call and Inbox activity. Brand-line voicemail uses the called brand's name so a customer does not hear the identity of another brand in the workspace.

Company Phone Summary

The top of the page shows:

• the shared company phone number
• the current forwarding destination
• whether voice calling is ready
• calls received or placed today
• answered and missed-call totals
• voicemail count
• total recorded talk time
• number of AI-reviewed calls
• average AI call score

These totals use the newest customer-facing call records in the workspace.

Mobile Phone Tab

The native mobile Phone tab focuses on daily call handling:

• Use the compact Quick dial row to call an approved customer through the

shared company number without a large setup card taking over the screen.

• Confirm whether Android in-app audio or the secure callback fallback is

active.

• Review calls today, missed calls, voicemail, and talk time.
• Filter recent activity by direction or outcome.
• Call a customer back or open their text thread from the same activity card.
• Tap an activity card to open its transcript, AI score and coaching, next

steps, call-generated follow-up work, and related open client or lead tasks.

Each call uses a separate bordered activity card so names, numbers, results, timestamps, durations, representatives, and voicemail previews do not run together. Owners and managers with review access see team activity. Sales representatives see their own calls.

The mobile Phone workspace uses blue for the active filter and primary call actions. Today, Missed, Voicemail, and Talk Time share one divided summary card, and recent-call rows use the same white border and spacing for answered, missed, and voicemail activity. A call score appears only when a real score is available. Missed calls and voicemail use Call Back; other callable rows use Call. Voicemail duration and the available transcript preview remain on the same compact card.

Mobile Call Detail

Tap View transcript, coaching & tasks anywhere on a call card outside the Call back and Text actions. The mobile detail page includes:

• call direction, outcome, duration, time, customer, and representative
• the AI call score, customer sentiment, detected outcome, and category scores
• evidence-based strengths, coaching opportunities, manager calibration, and

saved coaching notes

• recommended next steps and a follow-up draft to review before sending
• follow-up work created specifically by call intelligence
• other pending CRM tasks tied to the same client or lead
• a speaker-labeled transcript with visually separate representative and

customer lines

If call intelligence has not completed, the page keeps the call facts and shows a clear No coaching review yet state. If no transcript was retained, it shows Transcript unavailable. A voicemail transcript appears under its own heading and is not presented as an AI-scored sales conversation. The detail header keeps the safe customer name shown on the activity card even when an older call is not linked to a full client record.

The detail route uses the same permissions as the activity list. Owners and authorized managers can open team calls. A sales representative can open only their own calls and receives only related tasks assigned to them. Recording URLs and internal provider metadata are not sent to the mobile detail page.

Incoming calls can be answered from any app screen. The Phone tab does not need to be open for the Android incoming-call notification or full-screen controls to appear.

The call confirmation sheet scrolls within the available screen height and keeps both Call in Clean Estimate and Use device dialer instead above the Android system navigation area.

AI Call Scoring And Coaching

When call recording is enabled and AI is configured, Clean Estimate automatically transcribes and reviews completed call recordings. Each durable review includes:

• an overall score from 0 to 100
• customer sentiment and the detected call outcome
• scores for the workspace's weighted scorecard categories
• a speaker-labeled transcript that distinguishes the representative and customer
• evidence-based strengths
• specific coaching opportunities
• recommended customer follow-up and a ready-to-copy follow-up draft

Reviews run through a retry-safe background queue. Temporary transcription or AI failures are retried automatically, while failed calls remain available for a manual re-run.

Android in-app inbound and outbound calls use the same recording pipeline as forwarded calls. When Call Recording Enabled is on, the inbound caller or outbound customer hears the workspace recording notice before the connection, Twilio records the answered conversation in dual-channel mode, and the completed-recording callback queues transcription, coaching, and follow-up work. When recording is off, the app does not add the notice or record the call.

This applies to calls made after the update. A past in-app call that was not recorded cannot be transcribed retroactively because no audio exists to process.

Select Details to open the complete call page with recording playback, customer context, the speaker-labeled transcript, scorecard, follow-up draft, manager notes, export, and recording controls. Select the AI score on an activity row for a quick review. Calls that have a recording or transcript but have not been reviewed show AI review. Select it to generate the review on demand. You can also re-run a completed or failed review.

The activity header surfaces the most important current coaching focus from the lowest-scoring reviewed call in the visible results. AI coaching is intended to help managers and reps review calls consistently; it should support, not replace, manager judgment.

Coaching Dashboard

Open Phone > Coaching to see the 90-day reviewed-call count and team average, each representative's weighted average and score change, category-level strengths and gaps, recent trends, and the manager review queue.

Open a queued call to mark it Reviewed, Coached, or Rep acknowledged, and save private coaching notes. Owners and managers can review all calls. Sales representatives see only calls assigned to them unless their role permissions are customized.

Managers can also enter a Manager calibrated score from 0 to 100. Clean Estimate preserves the original AI score for comparison and uses the calibrated score in coaching averages and trends. This creates a practical feedback loop for aligning the AI scorecard with the team's real review standard.

Automatic Post-Call Work

Depending on Intelligence settings, a completed review can create an assigned follow-up task, draft a customer follow-up message, and alert a manager when the weighted score is below the configured threshold. Drafts are not sent automatically; copy and confirm the draft before sending it in Messages.

AI review requires:

• Call Recording Enabled in voice settings
• a completed provider recording or existing transcript
• a connected OpenAI integration or the workspace's configured OpenAI key

Voicemail is transcribed and displayed, but is not scored as a sales call.

Dialing A Customer

Use Start a company-line call:

1. Enter the customer's phone number.
2. Optionally enter their name.
3. Choose the Call type that matches the conversation.
4. Select Call from company number.
5. Answer the callback on your profile phone. If your profile does not have a

phone, CE Pro uses the workspace's Forward Calls To number.

1. Stay on the line while CE Pro calls the customer.

The customer sees the shared company number as caller ID. The customer is not called until the team member answers the callback.

You can also select Call beside any activity row to preload that customer into the dialer.

Live Call Guides

When a company-line call starts, Clean Estimate opens a Live call guide in the lower-right corner of the admin app. The guide shows the script chosen in the dialer, replaces customer, rep, and company placeholders automatically, and lets the representative:

• read one talking point at a time
• move forward or backward through the script
• mark required and optional steps complete
• see progress across the conversation
• minimize the guide without losing their place

The guide follows the rep across admin pages, so opening an estimate or customer record does not interrupt it. It also detects active inbound calls and opens the workspace's default inbound script. The guide closes automatically after the call ends, or the rep can close it for that call.

Calls placed from Messages use the default outbound guide. Calls placed from the Phone dialer let the rep select the exact call type first.

Creating And Editing Scripts

Owners and managers with Manage Phone Intelligence can open Phone > Intelligence settings > Live call scripts to:

• turn live guides on or off
• choose the default inbound and outbound scripts
• create up to 20 scripts
• limit a script to inbound, outbound, or both directions
• add, edit, remove, and mark script steps as required
• disable a script without deleting it

Use {{customer_name}}, {{rep_name}}, and {{company_name}} inside a talking point to personalize it when the guide opens. Save the settings after editing.

Call Activity

Use the activity filters to show:

• All activity
• Inbound
• Outbound
• Missed
• Voicemail

Search by customer name, rep name, or phone number. Each activity row shows the direction, status, customer, time, duration, rep, and source when available.

Select Details for the full call record or Messages to open the customer's complete communication thread. This keeps calls, voicemail, SMS, email, notes, and related customer activity connected.

Voicemail And Recordings

Voicemail rows include the transcript when Twilio provides one. When a call or voicemail recording is available, the row includes secure in-page audio playback.

Completed customer-call recordings are also sent to the configured OpenAI provider for transcription and scoring. Recording media is fetched through the authenticated Clean Estimate server. Your Twilio credentials and provider recording URL are not exposed directly to the browser.

Users need Play & Export Recordings permission to play or export call data. Users with Manage Phone Intelligence can permanently delete an individual provider recording from the call detail page.

Voicemail also remains visible in the customer's Messages conversation, so teams can work from either the communication thread or the Phone workspace.

Scorecards, Permissions, And Privacy

Owners can open Phone > Intelligence settings to:

• create live call scripts and choose inbound and outbound defaults
• turn automatic AI review on or off
• add, remove, rename, weight, and describe scorecard categories
• set the passing score and low-score manager alert threshold
• choose whether reviews create tasks and follow-up drafts
• redact common payment numbers, Social Security numbers, and email addresses

before a transcript is supplied to AI

• set separate recording and transcript retention periods
• customize the recording disclosure callers hear

The daily retention job permanently removes expired Twilio recordings and later clears expired transcripts and AI review content. Choose retention periods that match your business policy and applicable law.

Phone access can be assigned separately in Team permissions: View Phone Activity, Place Phone Calls, Review & Coach Calls, Play & Export Recordings, and Manage Phone Intelligence.

Troubleshooting

The dialer does not start a call

• Confirm Voice Enabled is on.
• Confirm the shared number and forwarding destination are configured.
• Confirm your role has Place Phone Calls permission.
• Check that the customer number includes a valid area code.

The forwarding phone does not ring

• Confirm the displayed forwarding destination is correct.
• Save the shared company number as a contact on the forwarding phone.
• Allow the number through carrier spam filtering, call screening, Focus, or

Do Not Disturb settings.

A recording does not play

• Refresh the Phone page after Twilio finishes processing the recording.
• Confirm the activity row shows a recording.
• If the transcript exists but audio still fails, check the Twilio debugger for

recording-access or callback errors.

AI review is unavailable or fails

• Confirm the call has a completed recording or transcript.
• Confirm voicemail is not being selected; voicemail is not sales-scored.
• Confirm OpenAI is connected for the workspace.
• Use Retry AI review after correcting the configuration.