Calls · Answered By
Who answered the call from the Meta lead?
Every inbound row names who answered it, beside the lead's source.
Workspace · Calls
Browser calling,
recorded and transcribed
A softphone on every Workspace page. Inbound calls ring whoever is online for that location, and every call is logged and recorded, with a live transcript as you talk.
A browser call to Sam Ortiz placed from a pipeline card: the call pill in the header shows the call's state, and the live transcript panel fills with both sides' words as they speak.
A browser call to Sam Ortiz placed from a pipeline card: the call pill in the header shows the call's state, and the live transcript panel fills with both sides' words as they speak.
Calls on Twilio, beside the rest of your stack
- The phone is in the browser.
- 0 apps
to install - Browser or your own cell.
- 2 ways
to place a call - All, made, received, missed.
- 4 views
in the call log - Names the location calling.
- 1 whisper
before you answer
One workspace. Every
tool the front desk needs
Call from the card, the contact or the Inbox, and every call lands on the person's record.
Every call your desk makes,
on the record
A browser call to Sam Ortiz placed from a pipeline card: the call pill in the header shows the call's state, and the live transcript panel fills with both sides' words as they speak.
A browser call to Sam Ortiz placed from a pipeline card: the call pill in the header shows the call's state, and the live transcript panel fills with both sides' words as they speak.
A phone in the browser
The softphone sits on every Workspace page. Call from a card or a contact, and hand the call to a teammate with a blind transfer.
- Online and Offline presence for each person
- Choose which locations' calls ring whom
- Team status at a glance
A browser call to Sam Ortiz placed from a pipeline card: the call pill in the header shows the call's state, and the live transcript panel fills with both sides' words as they speak.
A browser call to Sam Ortiz placed from a pipeline card: the call pill in the header shows the call's state, and the live transcript panel fills with both sides' words as they speak.
Logged from the first ring
Every call is logged the moment it rings or dials, including missed calls and voicemails, with the duration taken from Twilio, not the browser.
- All, Made, Received and Missed tabs
- Answered By on inbound calls
- Source on every row
Call log
- Dana ReyesMissed
- Marcus HillVoicemail · 0:38
- Priya ShahAnswered by Bea
- Sam OrtizMade · 2:14
Recorded, with a live transcript
Calls are recorded, and a live transcript runs in a floating panel during the call, then stays with the call afterwards.
- Play the recording from the card
- Recording and Transcript in the call drawer
- Transcript stored with the call
A browser call to Sam Ortiz placed from a pipeline card: the call pill in the header shows the call's state, and the live transcript panel fills with both sides' words as they speak.
Call details
- Recording2:14
- TranscriptStored
A browser call to Sam Ortiz placed from a pipeline card: the call pill in the header shows the call's state, and the live transcript panel fills with both sides' words as they speak.
Call details
- Recording2:14
- TranscriptStored
Know which location is ringing
Each location has its own greeting and voicemail, and whoever answers first hears the location's name, like “Northside call.”
- Per-location greetings and voicemail
- Inbound calls ring that location's team
- A line can forward and still be logged
Harbor call.
Incoming · Harbor
- Line(512) 555-0162
- GreetingHarbor
- RingsHarbor's team
Calls from your own phone
On a phone, Call rings your own cell from the location's line. Press 1 and the lead is dialed, using the phone's own audio.
- No browser audio to drop
- Screen free to lock mid-call
- Logged and recorded like every other call
The Workspace pipeline on a phone's browser for Northside: one stage at a time with full-width cards, and a bottom bar with Pipeline, Contacts, Inbox, Calls and a green Dial button. A new lead is called from its card, then the next stage slides in.
Your lines, on your own Twilio
Buy numbers from the Workspace
Search and buy local numbers into your own Twilio account from the Numbers screen, and point each one at a location.
- Inventory, Assignment, LP Tracking and Greetings tabs
- A tracking number per landing page and program
- Twilio bills numbers and minutes to you directly
(512) 555-0148 · Northside
See how the phones are doing
Comms Analytics shows calls placed, inbound calls, connect rate and average talk time, with what needs attention first.
- Calls placed and inbound calls
- Connect rate and average talk time
- Messages by rep, beside the calls
Comms Analytics
- Calls placed212
- Inbound calls148
- Connect rate64%
- Avg talk time3m 12s
Speed to lead from the same calls
The speed clock measures the first call to each new lead, so the Overview and Calls > Team read your real calls.
- “Called in 22m”, shown in green
- Median wait per location
- Leads typed in at the desk never timed
The speed to lead feed: the newest leads with how long each has waited for a first call against the contact target, amber while waiting, red past the target, green when called in time.
From a number to a call
01
Twilio
Account SIDAC••••••3f2a- Auth Token••••••••
Connect Twilio
Add your Twilio Account SID and Auth Token. On connect we mint our own API key in your account.
02
Assignment
- (512) 555-0148Northside
- (512) 555-0162Harbor
Point numbers at locations
Buy local numbers in the Workspace and choose the location each one rings, with its own greeting.
03
Your status
- Online
- Receives calls fromNorthside
Go online
Set yourself Online and your locations' calls ring in the browser, or on your own cell from a phone.
Who picks up the phone
Dial from the card you are on
Hear which location is callingHand off with a blind transfer
Questions desks ask
Questions the call log answers
Each location's calls,
kept to itself
Read how we handle security- Each customer isolatedRow-level security on every table.
- Keys encryptedAES-256-GCM, never shown back.
- Secrets hashedbcrypt passwords, SHA-256 sessions.
- Audited support60 minutes at most, with a banner.
Access
- Four roles: Owner, Manager, Marketing, Regular
- Regulars reach the Workspace and nothing else
- All locations or specific ones, per person
- Choose whose phone rings for which location
Privacy & Security
- Twilio callbacks verified by signature
- One workspace per location, never mixed
- Twilio keys encrypted, never shown back
- No inbound ports, TLS end to end
- Nightly backups off the server, restore drilled
- You own your call records
Explore more on calling leads
The speed to lead feed: the newest leads with how long each has waited for a first call against the contact target, amber while waiting, red past the target, green when called in time.
Read more: Speed to Lead: who waited, and for how longSpeed to Lead: who waited, and for how long
Every new lead's wait for a first call, against your own target, live on the Overview and per location.
The Workspace inbox: two-way texts with a lead from Northside's own number. A question arrives, the front desk types and sends the answer, another text lands in the list, and the lead replies.
Read more: Inbox: texts from your own numberInbox: texts from your own number
One thread per person per location, with delivery status, photos and opt-outs handled for you.
The Marketing drilldown: Google Ads opens into its campaigns, a campaign into its ad groups, an ad group into its keywords, each with spend, leads, cost per lead, members and CAC.
Read more: Call Tracking for ad calls and phone tapsCall Tracking for ad calls and phone taps
Google's own counts of calls from ads and taps on your site's phone number, beside your leads.
Read more: Speed to lead for gyms: how to measure the first call honestlySpeed to lead for gyms: how to measure the first call honestly
What happens between a gym enquiry and the first call, and how to hold every desk to the same clock.
Calls FAQs
Yes, for calls and texts. You connect it with your Account SID and Auth Token, and numbers are bought from the Workspace's Numbers screen straight into your account.
Twilio bills your account directly for numbers and minutes. The Workspace is $75 per location per month, software only. See pricing.
Yes, and transcribed live during the call. You are responsible for getting consent to record where the law requires it.
Yes. On a phone, Call rings their own cell from the location's line; they press 1 and the lead is dialed, using the phone's own audio with the screen free to lock.
No app store app. The Workspace works in the phone's browser, with a bottom bar and a green Dial button.
Yes. A line can forward to an outside number, and the call is still logged and recorded.
With Twilio's real-time speech-to-text. The transcript is stored with the call, next to its recording.