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What you'll achieve
You can manage a number from reservation to release and distinguish saved settings from an active call path.
Check access and available actions
Sign in as a workspace owner or administrator. Other roles cannot load the number list or perform these actions.
Number availability, purchase and activation depend on provider access, compliance and billing checks. Displayed status is not a successful test call or proof of audio quality.
This guide covers real phone-network calls to or from a configured support number. A website-widget call connects the visitor in the browser, uses the widget's separate recording setting and does not dial this number. See Use browser voice safely in the website widget for that path.
Open a number and review its saved state
A reserved number may appear before it has a billing entry. Read the number's individual state. Reservation or a pending outcome does not mean the number is active.
Choose an action in the tabs or the mobile action selector, then confirm it to reveal that form. Switching actions clears the confirmation. Other forms stay hidden and keep their drafts.
Open Admin > Channels > Phone. The Channels hub recovery link for a phone number also opens this list.
Select a number. Review its Status, Compliance, Inbox, Brand, Speech language and any Release date and time. To add a number, start with availability search above the list.
Use the settings heading back control or browser Back to return to the list. Refresh reloads number status. If routing resources fail to load, use Refresh beside that warning to retry the Inbox and brand resources.
Check phone number availability
Phone number search and activation are coming soon. In Admin > Channels > Phone, review the acquisition section and the notice explaining that the country selector and provider search are not available yet.
When buying phone numbers becomes available, choose a country or calling code and select Search provider availability. Choose Reserve number only for an available voice-capable result. No results or a pending provider state do not mean a number has been acquired.
After reserving a number, review the expiry and monthly price, then select Purchase and activate only after the saved provider result is available. A pending or unknown result must use Retry the same request, not another purchase.
Save and check voice settings
Once a ready AI route accepts an inbound call, only its eligible configured phone automations can run. Caller ID or a contact match does not verify the caller. Keep protected account actions blocked until the usual identity checks pass, and route cases that need human review to an operator.
During an active inbound AI call, an operator with permission to reply in the conversation can open its call details, choose an available browser operator and request a handoff. The AI stays with the caller while the operator is being called. After the operator accepts, the call stays in Connecting until both the operator and caller have joined. If the operator declines or does not answer, the AI remains on the call. This internal browser handoff is separate from the external phone-number transfer destinations configured above.
Open the number and edit its supported voice settings. Choose the speech language and inbound call mode. In AI mode, choose Female (Sarah) for new calls. AI credentials are checked when a call starts. Human mode rings one available Inbox operator. AI answers only when the active number, managed browser connection and route are ready. DobroDesk configures and verifies its managed Twilio Voice application during activation or status checks, so you normally do not need to create or enter an Application SID. Review recording consent, transfer destinations and fallback before saving.
Choose Save voice configuration, then review each field's saved and effective status separately from provider number routing. Settings without current runtime support remain pending. Saving a transfer destination or fallback does not verify that it is ready.
After activation and routing are confirmed, test a call before sharing the number. Check the reply language and handoff. When a recording is ready, open the call bar transcript to review speaker labels, source language, timestamps and any recording gaps. Use Edit transcript segment to correct an operator-reviewed segment, then Save correction. A saved configuration alone does not prove these work.
Call a customer
Phone usage is rounded up to whole minutes for each billable telephone connection, including an additional transfer or fallback connection. Time answered by the phone service, such as a recording notice or waiting in the call, can be billable before an operator joins. The operator browser connection is not debited as another telephone leg. Available Voice minutes are reserved across active calls, so concurrent operators cannot reuse the same balance. Unverified or excessively priced outbound destinations are blocked before dialing.
In Customers, open the customer's record and choose Call customer. Customer number shows the saved number and is read-only. Call from preselects the default active line and lists only eligible phone lines.
Choose Start phone call. Your browser checks microphone access before DobroDesk asks Twilio to dial the customer. If permission is denied or the microphone is unavailable, no outbound call is placed.
This is a real phone-network call to the customer's phone, not a website-widget call. DobroDesk configures the managed Twilio Voice application for normal use, so you do not need to find or enter an Application SID.
For an incoming call, caller ID may help locate a customer record but does not prove who is calling. Link the call to a customer only with the explicit link action after reviewing the conversation. Protected actions still require the usual identity check.
Review and share a call summary
Sharing is an explicit operator action. A missing recording, incomplete transcript, expired customer portal link or revoked conversation access keeps the customer view private.
Open a completed conversation with a ready recording and transcript. In the conversation context, choose Generate summary. The first result stays internal.
Review the reason, facts, unresolved items and proposed actions against the transcript. Do not share internal notes or private evidence.
Choose Share with customer only when the summary is safe for the customer. The customer portal shows only the explicitly shared summary and transcript plus an available recording through the private link.
Review recording access and retention
With Ask before recording, the customer hears a notice and can press 1 to agree. If they decline or do not respond, the call continues without recording. With Always with notice, the customer hears the notice before recording starts. Never record means no audio recording is made. Audio recordings expire after 30 days. The transcript and call details follow the conversation's chat retention policy. An active legal hold can delay physical deletion.
If recording is enabled but the configured speech language does not have a supported notice, the call continues without audio recording or transcription.
The recording choice in this article applies to calls using this Phone number. A human call from the website widget follows its own recording setting and the visitor's notice or choice.
Open the completed call in the call bar or Conversation context. A ready recording is played through the authorized audio control. The application does not expose a public storage URL.
Use the audio controls to review the recording. Playback is re-authorized for the workspace and conversation on every request and is delivered with private no-store headers.
If the recording is missing or removed, the audio control stays unavailable. If post-call transcription cannot finish after its bounded retries, the call keeps the recording and shows the typed transcript-unavailable state instead of inventing text.
Transfer a live operator call
Configured destinations are workspace-owned settings. Saving a destination does not prove that it is reachable, approved or supported by the provider.
During a connected human call, choose Transfer in the call bar, select Cold transfer or Warm transfer and review the configured E.164 destination before continuing.
Choose Transfer call only after confirming that the selected destination is the intended handoff. A warm transfer puts the customer on hold while you speak with the destination. A cold transfer keeps you connected to the customer until the destination answers and actually joins the call.
After the transfer result, check the conversation timeline and call state. The operator leg ends only after a cold transfer target joins. If the target declines, does not answer or the transfer fails, you stay with the customer and can continue the call.
Handle voicemail and fallback outcomes
The internal voicemail destination is a server-managed phone mailbox, not an external forwarding address. Public requests cannot assert that a fallback is verified, and the customer-facing path must fail closed when the notice, routing or delivery prerequisites are missing.
In the phone configuration, choose a verified fallback and review the recording-consent setting before saving. Internal voicemail becomes effective only when the workspace phone route, Inbox mailbox and localized notice are all ready and recording is set to Always with notice.
If a call reaches the fallback path, the customer hears the configured localized notice before any voicemail recording starts. Human, callback and text or email outcomes use their own configured delivery path. Do not treat a pending provider result as a completed handoff.
Review the conversation timeline for the fallback outcome and recording state. A ready recording is linked only after server validation. Missing or unavailable recordings remain failed or pending and are retried only through the bounded same-recording retry path.
Assign an active number to an Inbox and brand
Assignment does not purchase a number. Active calls keep their existing routing. An unresolved earlier request must be handled before another action can be submitted.
Open an active number, choose Routing and select the confirmation checkbox to show the assignment fields.
Choose an Inbox and an active brand from the current workspace, then select Save assignment.
Wait for the server result and the refreshed saved state. If the assignment is rejected, refresh and review the number before starting a new action.
Request an updated provider status
Open the number and locate Check provider status. This action is not offered while searching or after release.
Select the confirmation checkbox then choose Check provider status.
Read the returned result and refreshed number state. A pending response remains pending. The button does not place a test call or verify speech quality.
Resolve a pending or unknown outcome
Retry identity is saved in this browser session, not guaranteed across another browser or cleared site storage. If it is lost or retry remains unresolved, ask support to inspect the request before repeating a potentially destructive action.
If the result is pending or unknown, keep the original request. Do not submit a replacement action with different values.
Choose Retry the same request when it is available. This reuses the saved request identity rather than creating a second intent.
If the server reports a conflict or rejection, refresh and review the saved state before explicitly starting a new action. If the retry identity cannot be saved safely, no new request is sent.
Schedule release of an active number
Release may remove access to this number. Scheduling is not confirmation that release has already completed and this guide does not promise a refund or a billing adjustment.
Open an active number, choose Release and confirm the action. Choose a future release date and time using your local time.
Review the number and date, then select Schedule release.
Wait for the confirmed result and refreshed Release scheduled state and date. An unknown or pending result must use the same-request retry path.
Cancel a scheduled release
Open a number whose saved state is Release scheduled.
Select the confirmation checkbox then choose Cancel scheduled release.
Wait for the server result and refreshed state. Do not assume the schedule is cancelled while the outcome is pending. If the number has already been released, this view cannot restore it.
Recover a browser call safely
A failed permission check, expired recovery window, revoked access or confirmed customer hangup ends the resume path. Use the conversation timeline for the final state instead of assuming that a browser connection means the call is still active.
When a call to this configured support number reaches an eligible operator, use the call bar to review the customer and conversation before choosing Answer.
If the connection drops, keep the call bar open while it shows Reconnecting. The same call can be rejoined only within the bounded recovery window and after the browser permission and account checks pass.
After a reload, choose Resume on the recovered call. The browser may ask for microphone permission again. DobroDesk does not start the microphone automatically.
A second tab is read-only until you explicitly choose Take over. End the call from the call bar when the conversation is finished. Closing a panel is not a substitute for an explicit termination.
Put this guide into practice
Open Setup Center to apply the instructions in your workspace. Sign in when prompted.