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
| Control | Function |
|---|---|
| Mute | Mute your microphone |
| Dialpad | Enter digits during call (for menus) |
| Hang Up | End 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.
Live Transcription
In AI Mode, you see the conversation in real-time:- Agent - What your AI is saying
- Customer - What the recipient is saying
Call States
| State | Meaning |
|---|---|
| Idle | Ready to make a call |
| Connecting | Dialing the number |
| Ringing | Phone is ringing |
| Connected | Call in progress |
| Disconnected | Call ended |
Selecting Phone Numbers
Choose your caller ID from your available numbers:- Click the From dropdown
- Select from your purchased phone numbers
- This number displays on the recipient’s phone
Requirements
Browser Requirements
| Browser | Support |
|---|---|
| Chrome | Recommended |
| Firefox | Supported |
| Safari | Supported |
| Edge | Supported |
Permissions
Your browser will request:- Microphone access - Required for Regular Mode
- The Softphone cannot work without microphone permission in Regular Mode
Twilio Setup
| Setting | Required |
|---|---|
| Account SID | Yes |
| API Key SID | Yes |
| API Key Secret | Yes |
| TwiML App | Yes |
| Phone Number | Yes |
Troubleshooting
”Device Not Ready”
- Check that Twilio credentials are configured
- Refresh the page
- Verify your API keys are valid
No Audio
- Check browser microphone permissions
- Ensure no other app is using your microphone
- Try a different browser
Calls Not Connecting
- Verify the phone number format includes country code
- Check that you have credits in your account
- Ensure the destination number is valid
Transcript Not Appearing (AI Mode)
- Verify you selected an AI agent
- Check the WebSocket connection
- Refresh and try again
Best Practices
Use Cases
| Use Case | Mode |
|---|---|
| Sales calls | Regular Mode |
| Testing AI agents | AI Mode |
| Quick customer follow-ups | Regular Mode |
| Monitoring AI quality | AI Mode |
| Training new agents | AI Mode (watch transcript) |