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The Softphone lets you make phone calls directly from your browser. It’s accessible from anywhere in the app via the phone icon in the top header bar. You can speak with contacts yourself or let your AI assistant handle the entire conversation while you monitor via live transcript.

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Two Calling Modes

Regular Mode

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

AI Mode

AI handles the call. Select an AI assistant and workflow. You monitor via live transcript while the AI speaks.

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Making a Regular Call

1

Navigate to Softphone

Go to Softphone from the dashboard.
2

Select Caller ID

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

Enter Phone Number

Use the dialpad to enter the destination number.
4

Call

Press the green call button and speak through your browser.

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Call Controls

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Making an AI Call

1

Navigate to Softphone

Go to Softphone from the dashboard.
2

Enable AI Mode

Toggle on AI Mode at the top.
3

Select VoiceFlow

Choose which VoiceFlow to use.
4

Select Caller ID

Choose the outbound phone line.
5

Enter Phone Number

Enter the destination number.
6

Start Call

Click call. The AI handles the conversation.
7

Monitor

Watch the live transcript as the conversation happens in real-time.
AI Mode is ideal for testing your assistants before launching VoiceFlows or outreach campaigns.

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Live Transcription

In AI Mode, you see the conversation in real-time:
  • Agent — What your AI assistant is saying
  • Customer — What the recipient is saying
The transcript updates automatically as the conversation progresses.

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Browser Requirements

Your browser will request microphone access for Regular Mode calls.

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Troubleshooting

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”Device Not Ready”

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

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No Audio

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

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Calls Not Connecting

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

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Next Steps

Configure Assistants

Set up assistants for AI Mode calls

Phone Lines

Get more phone numbers

Conversations

Review your call history

Usage

Monitor your credits