Company Calls and Voicemail

Current V2 receives Twilio inbound calls, forwards them or takes voicemail, and records connected, missed, and voicemail activity durably for scoped conversation processing and staff alerts. Teammates with Manage phones configure the company number, forwarding destination, voicemail, automatic connected-call recording and AI review, disclosure notice, optional transcript redaction, and retention under Settings > Company calls, recording, and voicemail on web.

The web sidebar includes a Phone workspace for authorized office teammates. It restores the V1 daily summary, call-history workflow, callback-first Call back action, and a bounded first release of V1 call intelligence. Authorized teammates can start a company-line call from an exact saved customer phone, or type any customer phone number to dial it directly. Live call guides can walk a rep through an outbound call step by step. Teammates with Manage phones can publish a versioned custom weighted scorecard for future AI reviews and configure automatic post-call actions that turn a saved review into a follow-up task, a draft customer message, and a manager alert. Manager calibration and inbound live guides remain later parity work.

Current V2 web Phone activity

Open Phone in the web sidebar to review the call activity authorized for your current organization and locations. The workspace shows:

• calls received or placed today;
• answered, missed-call, and voicemail totals;
• today's connected talk time;
• reviewed-call count and average score for today;
• whether the shared company line and forwarding destination are ready;
• All activity, Inbound, Outbound, Missed, and Voicemail

filters;

• search by customer, phone number, or location; and
• bounded older-call loading without replacing the current result set.

Changing a filter or submitting a new search safely replaces any older pending page request, so the older-call control remains available for the refreshed results.

Each call row shows only factual saved data: customer or caller, direction or outcome, number, office location, initiating teammate when known, time, and duration. Choose Open conversation to continue in the scoped Inbox thread. A retained voicemail also shows its transcript and secure audio player. The player uses the same private, retention-checked route as Inbox and never exposes the provider media URL, recording identifier, account identifier, or credential to the browser.

Connected-call recording and AI review

Connected-call recording and AI review run automatically for every connected inbound and outbound company call. There is no workspace off switch. A teammate with Manage phones confirms the 10–500 character disclosure and may separately enable Redact common sensitive details in new transcripts. The configured notice is played to both call participants before Twilio bridges the recorded connection. Your company is responsible for choosing compliant notice and consent settings in every place it operates.

Company voice fails closed before a new call connects when the required AI review provider is unavailable. An inbound caller hears a temporary-unavailable message, and an outbound company-line attempt is refused until the provider is restored; V2 does not knowingly connect an unreviewable company call.

After a recorded call ends, Phone shows Call review queued and then Transcribing and reviewing this call while the durable background job runs. The completed review includes:

• an overall score from 0–100;
• customer sentiment and call outcome;
• the exact scorecard version used for the review, with weighted criterion

scores and evidence-based feedback;

• strengths, coaching opportunities, and recommended next steps;
• a retained speaker-labeled transcript; and
• an editable follow-up draft when appropriate.

Call scorecard

Open Settings > Company calls, recording, and voicemail to review the current Call scorecard. A teammate needs Manage phones to publish a new version. Other teammates who can open the web Phone workspace can read the review results they are already authorized to see, but cannot change the rubric.

A custom scorecard contains from 1 to 10 weighted criteria. Enter the Scorecard name, then give every Criterion a Label, a 1–100 whole- number Weight, and the What good sounds like guidance the AI reviewer should assess. All criterion weights must add up to exactly 100 before Save and activate new version becomes available. The weighted result remains an overall score from 0–100.

The scorecard also saves two 0–100 boundaries:

• Passing score is the whole-number score at or above which the review is

shown in green as passing.

• Low-score threshold is a whole-number lower coaching boundary and cannot

be greater than Passing score. A score below this boundary is shown in red; a score at or above it but below Passing score is shown in amber.

The thresholds and criteria are part of the version, not mutable labels applied later. Publishing an edit creates a new version. It never rewrites an older version. Each call review is bound to the exact scorecard version selected for that review, and later settings changes cannot alter its weights, thresholds, criterion wording, or saved result. Automatic retries of the same queued review revision keep that binding. If a teammate chooses Retry review after a failure, Clean Estimate creates a new review revision and binds the scorecard that is active when the button is used.

When an organization has no active custom scorecard, new reviews use the built-in six-category rubric: Rapport, Discovery, Clarity, Objection handling, Next steps, and Professionalism. Reviews created with that default remain default reviews after a custom version is published. Older retained reviews that predate explicit scorecard-version binding keep their saved overall and category results; Clean Estimate does not manufacture a custom version for them. The current Phone presentation labels these unversioned built-in and older retained results Legacy scorecard · Passing 75.

Publishing a scorecard does not automatically re-review completed calls, and the editable follow-up draft is never sent as a message on its own. See Automatic post-call actions below for what a saved review can trigger. Manager calibration and live call scripts remain separate parity work. Settings shows the active rubric only; it does not yet provide a version-history browser, restore action, or switch back to the built-in rubric after a custom version has been activated.

Automatic post-call actions

Open Settings > Company calls, recording, and voicemail and scroll to Automatic post-call actions ("Turn call outcomes into clear office follow-up.") to choose what happens right after a call's AI review is saved. A teammate needs Manage phones to change these settings.

• Create an assigned follow-up task (on by default) creates a task from

the review's first recommended next step, assigned to the call's owner (or the teammate who last saved this section when the owner cannot be determined), due in the number of hours set by Task due in hours. A review creates this task once; a retried or re-processed review never creates a duplicate.

• Draft a customer follow-up message (on by default) keeps the review's

suggested follow-up text as an editable draft on the call for the office to copy and send from Messages. Turning it off clears the draft instead of keeping it. Nothing is sent automatically either way.

• Alert manager below score (on by default) shares the scorecard's own

Low-score threshold value. Left filled in, a review scoring below that threshold routes a coaching-needed alert to managers through the existing staff notifications — high priority when the score is 20 or more points below the threshold, medium priority otherwise. Clear the field to turn the alert off.

• Task due in hours (default 24, from 1 to 720) sets how far out the

assigned follow-up task's due date is placed.

No text message, email, or call is ever sent by these actions.

The follow-up is a draft only; Clean Estimate never sends it automatically. Expand AI call review on a connected call to inspect the score and coaching, then expand View transcript when the exact retained transcript is needed. A teammate with Manage phones can choose Retry review after a failed attempt while the recording is still retained.

Recording callbacks and review requests are written atomically and provider retries cannot create duplicate reviews. Transcription and review retry in separate checkpoints, so a review retry does not re-transcribe a completed recording. A newer manual retry revision cannot be overwritten by an older background attempt. Transcript redaction is off by default. When a teammate with Manage phones enables it, common email, phone, payment-card, and long- number patterns are replaced before a new transcript is retained or sent for review. When it is off, the speaker-labeled transcript is retained and reviewed without that pattern replacement. Changing the option does not rewrite an existing retained transcript.

The same 1–365 day setting governs voicemail and connected-call media. At expiry, Clean Estimate clears retained transcripts and reviews locally, then reconciles and deletes provider recordings with retryable cleanup. Audio is served only through the authenticated organization-, location-, conversation-, call-, and retention-checked proxy.

To call a customer who is not already in call history, use Start a company-line call. It offers two ways to dial:

Find a saved customer

1. Search by the saved customer, contact, or phone number.
2. Select the exact saved customer phone and review its service location.
3. Choose Call. The configured office forwarding phone rings first.
4. Answer the company-line call and stay on the line while Clean Estimate

connects the customer. The customer sees the shared company number.

The web page submits only the selected saved phone-method identifier. Before starting a paid provider call, the server resolves the customer, phone, and authorized location again and rechecks that the teammate is active and still has Place phone calls. If the phone is missing or outdated, use Add or update a client first.

Call any number

Enter a customer phone number and an optional customer name, choose a Call type when live call guides offer more than one outbound script, then select Call from company number. The number is checked and re-normalized on the server before dialing; an unusable number is refused with Enter a valid phone number. Calling any number still requires Place phone calls and the same company-line readiness, and the usual call-attempt limits apply.

If the typed number matches a saved customer contact's phone in your current location, the call is linked to that customer automatically. Otherwise the call proceeds with no linked customer record and keeps the typed name, if any, as the customer label. The call uses your own assigned location, or the company's default location if you work across all locations; if neither can be determined, Clean Estimate asks you to choose a location before dialing.

For a completed call, choose Call back in Phone or on that call's web Inbox timeline card. Clean Estimate derives the customer number from the saved call; the browser cannot replace it with another number. The configured office forwarding phone rings first. Answer the incoming call from the shared company number and stay on the line while Clean Estimate connects the customer. The customer sees the company number, not the office forwarding number.

Callback calling requires Place phone calls, enabled voice service, a company voice number, a separate E.164 forwarding destination, and the organization’s server-side Twilio credential. A voicemail-only inbound setup can receive calls but cannot start a callback until a forwarding destination is saved. Clean Estimate allows at most 20 company-line call attempts per teammate in 15 minutes and pauses the paid provider action if the shared limit service is unavailable. Cross-location call IDs, private/anonymous callers without a real number, self-calling number loops, and mismatched provider callbacks fail closed.

Only one active company-line call to the same customer conversation can start within a five-minute safety window. If the provider accepts a call but its response is lost, the activity stays pending and the page tells you to answer the company line if it rings and check activity before trying again. This avoids turning an uncertain provider response into a duplicate customer call.

Each attempt creates an outbound call entry in the same authorized customer conversation. Signed Twilio progress and customer-leg results update that one entry to ringing, connected, no answer, or failed. Callback events that arrive before the provider-start response and later duplicate or out-of-order events remain idempotent; a later parent-call completion cannot overwrite an already saved customer outcome, and a delayed ringing event cannot reopen a call that already ended. If the workspace rotates Twilio accounts while a callback is in progress, the exact saved attempt can finish through its retained credential; different call or account identities still fail closed. Provider credentials, account identifiers, callback tokens, and the customer bridge number are not exposed to the browser.

Today's totals use each authorized office location's configured timezone. Legacy or imported invalid timezone values safely fall back to UTC for the summary instead of preventing the Phone workspace from loading. Search, filters, and paging run on the server before records reach the browser, and all successful Phone data responses use private, no-store caching.

The current web release does not manufacture an assignment for older calls. New outbound attempts retain the initiating teammate as factual activity attribution. Manager calibration and remaining live-provider proof are separate parity releases. This release changes no visible native mobile layout or interaction.

Live call guides

A teammate with Manage phones turns on live call guides under Settings > Company calls, recording, and voicemail and chooses a Default inbound script and a Default outbound script. Up to 20 scripts can be saved, each with a name, a call type, a direction (inbound, outbound, or both), an enabled toggle, and up to 20 steps. Every step has a title, the talking point the rep should say or do, and a required/optional flag. A talking point can use {{customer_name}}, {{rep_name}}, and {{company_name}}, which are filled in automatically when the guide opens.

When an office user starts an outbound call from Start a company-line call, the matching script opens as a Live call guide card in the lower-right corner of the page. The card shows the current step with its talking point, step chips for jumping between steps, a progress bar, Mark this step complete, and Previous/Next controls. Select the minimize control to collapse the guide to a small pill showing its completion percentage, or close it to dismiss it for that call. The manual-dial form's Call type selector chooses which enabled outbound script opens; leaving it on Default script uses the configured default outbound script, when one is set. Live call guides do not yet open automatically for inbound calls.

Current V2 company calls and voicemail

Clean Estimate V2 now receives real Twilio inbound calls into its hardened conversation services. It records connected, missed, and voicemail outcomes in the same organization- and location-scoped customer conversation. This foundation supplies Inbox and the web Phone workspace. Web users with the required permission can now call an exact saved customer or return a saved call through the callback-first company-line actions described above; free-form dialing and live in-app answer controls remain separate work.

An owner, admin, or other teammate with Manage phones opens Settings > Company calls, recording, and voicemail and:

1. Enables inbound calling and enters the company Twilio number in E.164 form,

including its leading + and country code. V2 accepts valid international E.164 numbers, not only North American numbers.

1. Optionally enters a forwarding number in the same format. Without

forwarding, turns on Enable voicemail so the greeting can answer the call directly. An enabled workspace must keep at least one of those destinations; Settings refuses a configuration that would leave a received call ringing forever with nowhere to go.

1. When voicemail is enabled, reviews the greeting and chooses a recording

retention period from 1 to 365 days.

1. Reviews the 10–500 character connected-call notice played to both

participants. Recording and AI review apply to every connected company call; transcript redaction remains a separate option that defaults off.

1. Confirms that the organization is responsible for the notice, consent, and

recording laws that apply to its callers and locations.

1. Selects Save voice settings and completes the confirmation.
2. Copies the displayed signed voice webhook into the A call comes in HTTP

POST field for every active voice-capable company and brand number in the workspace. The same organization-bound URL must be repeated on each number.

Connected calls are recorded only after the organization explicitly enables the control and the configured notice plays to both participants. Enabled AI review produces the retained transcript, score, coaching, next steps, and editable follow-up draft described above. Voicemail recording starts only after the greeting and beep and is limited to two minutes so Twilio's built-in transcription covers every accepted recording. Twilio transcripts remain provider voicemail transcripts—not AI-reviewed sales-call transcripts.

The forwarding phone sees the customer's valid caller number so staff can identify and return the call from device history. Anonymous, private, and withheld callers fall back to the configured company number because they do not provide a dialable caller ID.

Retained voicemail audio is never exposed as a public Twilio URL. The current backend keeps media server-side for governed retention. Authorized web Inbox and Phone cards request that audio through the private Clean Estimate media route; mobile playback remains pending approval and is not shipped here. Conversation read paths redact the transcript at the exact retention boundary. When the asynchronous daily job processes that expired row, it clears the local transcript and transcript-bearing message even when Twilio cleanup must retry. It asks Twilio to delete expired media before clearing the retained recording reference and marking provider cleanup complete. It works in retry-safe 25-record batches and schedules the next batch until the expired backlog is drained, so the batch boundary does not extend an organization's retention period. A missing tenant credential, account mismatch, or provider deletion failure keeps only the provider recording cleanup pending, records a safe audit reason and retry time, and does not block later organizations in the global cleanup queue. A transcript callback that arrives before its recording receives the same bounded expiry immediately, so losing the later recording callback cannot retain text indefinitely. When the recording callback is lost, the retention job reconciles recordings by the provider call ID and deletes any private Twilio audio it discovers before marking the call purged. A first recording callback arriving after the established boundary is deleted at Twilio instead of reviving the audio or restarting retention. A callback arriving after that retained record was purged cannot recreate the expired transcript. Timeline, preview, and search reads redact expired transcript text immediately at the retention boundary even if the asynchronous provider deletion is delayed or retrying. The durable callback claim stores only provider identifiers, never the transcript body, so generic webhook-event retention cannot extend the workspace's transcript-retention period.

When a provider transcript arrives after an earlier missed-call row, that new customer content advances the conversation activity boundary. The enriched conversation becomes unread and reorders once; an identical provider retry does not create another activity boundary or duplicate alert.

Twilio identities such as Anonymous, Private, or Withheld are stored as scoped unmatched calls rather than failing the webhook. The backend does not manufacture call or text destinations from those identities. Matching that activity to a client still does not create a phone contact method from a provider placeholder; a real validated number must exist before customer-facing call or text actions become available. If a teammate later adds a named contact for a validated caller already matched to that client, the saved call history and inbound messages move to the named contact before the automatic placeholder is removed.

Inbound, status, recording, and transcription callbacks require both the organization-bound webhook token and Twilio's request signature. Provider call and callback identifiers are claimed durably, so a Twilio retry enriches the same call/timeline row rather than creating duplicate customer activity. The first signed delivery also commits only the minimum voice-routing result needed for an exact replay: an unavailable reason, the forwarding destination and caller ID, or the voicemail greeting. It does not retain unrelated voice settings or a rejected caller's number in this long-lived result. A retry for the same Twilio CallSid replays that saved result even if someone changes voice settings in the meantime. It cannot switch a ringing call from forwarding to voicemail, activate a previously disabled number, or route to a newly saved destination midway through provider delivery. Older completed claims that predate this saved result fail closed instead of guessing from current settings. The claim and call update share one database transaction: simultaneous copies of the same callback wait for the first result, while a failed transaction rolls back so a later provider retry can safely process it. Expired-recording deletion completes inside that same claim boundary and remains retryable on a provider failure. For deployments using one Twilio subaccount per organization, the current and retained historical subaccount credentials are resolved from server-only configuration. Clean Estimate verifies a new inbound call against the current account and retains only the non-secret account SID on that call. Status, recording, and transcription callbacks already tied to the saved call—as well as retention cleanup—can then select that exact current or historical account without crossing organizations. Keep a rotated account's server credential until every in-progress call has completed and every recording created under it has been purged. Auth tokens are never stored in workspace settings or exposed to mobile.

If the workspace has separate brands with voice-capable Twilio numbers, current V2 sends each number through the same signed organization webhook and the same forwarding/voicemail settings. Incoming activity appears in the organization- and location-scoped Inbox and read-only web Phone workspace; voicemail recording starts only after the greeting and beep. Current V2 does not select in-app ringing recipients. Those richer live brand call controls remain part of the explicitly preserved V1 Phone parity below.

Richer V1 Phone workspace parity reference

Everything below this heading documents the broader V1 Phone workspace and is preserved as required V2 parity. Current V2 has the web summary, filters, call history, conversation links, voicemail transcript, retained playback, saved-customer and callback-first calling, a free-form dialer for any number, connected-call recording, retained transcripts, AI scores and coaching, editable follow-up drafts, outbound live call guides, and initiating-teammate attribution described above. It also has versioned custom weighted scorecards for new reviews and automatic post-call actions (follow-up tasks, follow-up drafts, and manager alerts) described above. Manager calibration, inbound live guides, and the remaining troubleshooting controls are not current V2 functionality.

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 (V1 workflow baseline)

In V1, the native mobile Phone tab focuses on daily call handling. V2's preserved mobile call proposal is pending explicit approval and is not part of the current release; the dedicated Phone destination, its complete call history, connected-call transcripts, scores, and coaching remain frozen to the approved V1 mobile UI baseline and are not part of this web-only release.

• 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.