Connecting Esendex

Esendex powers the shared business phone number for workspaces whose Telecom Provider is set to Esendex.

That shared number can:

• send customer SMS messages
• receive customer SMS replies
• receive inbound customer calls and transfer them to your office line
• log missed calls into Messages and alerts
• power automation steps like Make Call and Voicemail Drop

Phase 1 does not include the AI Voice Agent or inbound voicemail recording playback.

What You Need

Before you start, gather:

1. An Esendex SMS license key
2. An Esendex Voice license key
3. A shared Esendex phone number in E.164 format, for example +17177440798
4. The real phone number that should receive transferred inbound calls

Where To Configure It

Go to Settings in the admin app and open the Phone / Voice card.

1. Choose Esendex in the Telecom Provider selector.
2. Enter the Shared Esendex Number.
3. Enter Forward Calls To for the office or cell number that should ring first.
4. Enter the Esendex SMS License Key.
5. Enter the Esendex Voice License Key.
6. Turn on Voice Enabled when the number, forwarding destination, and voice license key are ready.
7. Click Save Esendex Settings.

The card shows a voice-readiness panel so you can confirm the number and forwarding destination are valid before live calls depend on them.

Switching a workspace from Twilio to Esendex may turn Voice Enabled off until the Esendex number, forwarding destination, and voice license key are ready. This prevents live calls from routing through a half-configured provider.

If your workspace should stay on the legacy Twilio path instead, use the Twilio setup guide and switch the provider to Twilio before saving.

Callback URLs

Configure the exact callback URLs shown on the Phone / Voice card in Esendex.

• SMS inbound
• SMS status
• Voice status

Production environments require ESENDEX_POSTBACK_TOKEN before Esendex postbacks are accepted. The URL shown in Settings already includes the tokenized callback form that CE Pro expects when the environment variable is configured.

Voice Behavior

When voice is enabled:

1. A customer calls your shared Esendex number.
2. Clean Estimate Pro logs the inbound call.
3. CE Pro plays a short text-to-speech greeting.
4. CE Pro transfers the caller to the forwarding number you saved.
5. If nobody answers, the call is logged as a missed call and missed-call workflows can run.

Outbound automations use the same number for Make Call and Voicemail Drop steps.

Phase 1 uses text-to-speech greetings only. Custom uploaded audio greetings, inbound voicemail recordings, voicemail transcripts, browser softphone calling, and AI call handling are not live in this release.

Testing Checklist

After setup, test all three paths:

1. Send an outbound SMS and confirm the thread shows the provider status update.
2. Reply from a real phone and confirm the inbound message lands in Messages.
3. Call the shared number and confirm the office line rings and missed calls log correctly when unanswered.
4. Run one workflow test for Make Call and one for Voicemail Drop so automation callbacks are reaching CE Pro.

Troubleshooting

SMS sends are skipped

• Confirm the workspace has an active SMS add-on.
• Confirm the Esendex SMS license key is saved.
• Confirm the shared number is present on the Phone / Voice card.

Customer replies do not appear

• Confirm the inbound SMS callback URL points to /api/webhooks/esendex/sms/inbound.
• Confirm the postback token matches your app environment. Production Esendex callbacks are rejected when ESENDEX_POSTBACK_TOKEN is missing or does not match the callback URL.
• Confirm the customer replied to the exact shared Esendex number shown in Settings.

Inbound calls do not ring the office

• Confirm Voice Enabled is on.
• Confirm the Forward Calls To number is valid and can accept calls.
• Confirm the Esendex Voice license key is saved.
• Confirm the voice status callback URL points to /api/webhooks/esendex/voice/status.

Voice is saved but not fully synced

If the settings card shows a sync warning, CE Pro saved your workspace settings but Esendex did not confirm the incoming-number assignment or call-script update yet. Retry the save once, then contact support if the warning remains.