Skip to main content

​
Softphone

The Softphone lets you make phone calls directly from your browser without needing a physical phone. You can speak with contacts yourself or let your AI agent handle the entire conversation.

​
Two Calling Modes

EolasFlow’s Softphone offers two ways to make calls:

Regular Mode

You participate in the callDial a number and speak directly with the recipient using your browser as the phone.

AI Mode

AI handles the callSelect an AI agent to make the call. You monitor via live transcript while the AI speaks.

​
Setting Up the Softphone

Before using the Softphone, you need to configure Twilio settings:
1

Get Twilio Credentials

Log into your Twilio account and get:
  • Account SID
  • API Key SID
  • API Key Secret
2

Create TwiML App

In Twilio, create a TwiML App for voice routing.
3

Configure in EolasFlow

Go to Dashboard → Settings and enter your Twilio credentials.
4

Add Phone Numbers

Ensure you have at least one phone number in your account.
The Softphone uses WebRTC technology to route calls through your browser securely.

​
Making Calls (Regular Mode)

1

Navigate to Softphone

Go to Dashboard → Softphone.
2

Select Caller ID

Choose which phone number to display as your caller ID.
3

Enter Phone Number

Use the dialpad to enter the destination number.
4

Click Call

Press the green call button to start dialing.
5

Talk

Speak through your browser when the call connects.

​
Call Controls

ControlFunction
MuteMute your microphone
DialpadEnter digits during call (for menus)
Hang UpEnd the call

​
Making AI Calls

Let your AI agent handle the entire conversation:
1

Navigate to Softphone

Go to Dashboard → Softphone.
2

Enable AI Mode

Toggle on AI Mode at the top.
3

Select AI Agent

Choose which AI agent should handle the call.
4

Select Caller ID

Choose the outbound phone number.
5

Enter Phone Number

Enter the destination number.
6

Start Call

Click the call button. The AI takes over.
7

Monitor

Watch the live transcript as the conversation happens.
AI Mode is perfect for testing your AI agents before launching call flows.

​
Live Transcription

In AI Mode, you see the conversation in real-time:
  • Agent - What your AI is saying
  • Customer - What the recipient is saying
The transcript updates automatically as the conversation progresses, letting you monitor quality without participating.

​
Call States

StateMeaning
IdleReady to make a call
ConnectingDialing the number
RingingPhone is ringing
ConnectedCall in progress
DisconnectedCall ended

​
Selecting Phone Numbers

Choose your caller ID from your available numbers:
  1. Click the From dropdown
  2. Select from your purchased phone numbers
  3. This number displays on the recipient’s phone
Use a local number for higher answer rates.

​
Requirements

​
Browser Requirements

BrowserSupport
ChromeRecommended
FirefoxSupported
SafariSupported
EdgeSupported

​
Permissions

Your browser will request:
  • Microphone access - Required for Regular Mode
  • The Softphone cannot work without microphone permission in Regular Mode

​
Twilio Setup

SettingRequired
Account SIDYes
API Key SIDYes
API Key SecretYes
TwiML AppYes
Phone NumberYes

​
Troubleshooting

​
”Device Not Ready”

  1. Check that Twilio credentials are configured
  2. Refresh the page
  3. Verify your API keys are valid

​
No Audio

  1. Check browser microphone permissions
  2. Ensure no other app is using your microphone
  3. Try a different browser

​
Calls Not Connecting

  1. Verify the phone number format includes country code
  2. Check that you have credits in your account
  3. Ensure the destination number is valid

​
Transcript Not Appearing (AI Mode)

  1. Verify you selected an AI agent
  2. Check the WebSocket connection
  3. Refresh and try again

​
Best Practices

Test Your Setup: Make a test call to yourself before important calls.
Use Headphones: Reduce echo and improve audio quality.
Stable Internet: Use a reliable internet connection for clear calls.
Quiet Environment: Find a quiet space for Regular Mode calls.

​
Use Cases

Use CaseMode
Sales callsRegular Mode
Testing AI agentsAI Mode
Quick customer follow-upsRegular Mode
Monitoring AI qualityAI Mode
Training new agentsAI Mode (watch transcript)

​
Next Steps

Configure AI Agents

Set up agents for AI Mode calls

Purchase Numbers

Get more phone numbers

View Call Logs

Review your call history

Usage & Billing

Monitor your call credits