Phone
Where your team’s calls will live, and how to decide who on the team can make them.
Phone is the home for calling: the calls your team makes and takes, alongside the numbers your AI agents already answer. Calling is switched on per organization, so you only see this screen once it has been enabled for yours.
Who can do what is set by role. Making and receiving calls, managing numbers and ring groups, listening to recordings, managing recordings, and letting the AI place outbound calls are five separate permissions — the last one is never granted by default.
How to
- 1
Open Settings → Phone Numbers to see the numbers on your account and which agent answers each one.
- 2
Open Settings → Roles & Permissions and tick the Calling permissions for the roles that should use the phone.
If a role is limited to specific products, tick "Phone & calling" under Products too, or the Calling permissions have no effect.
- 3
Leave "Let the AI place outbound calls" off unless you have a reason to turn it on.
AI-placed calls are regulated differently from calls a person makes, so this is granted deliberately, role by role.
If something goes wrong
- A teammate does not see Phone in the sidebar.
- Check their role: if it is limited to specific products, it needs "Phone & calling" ticked under Products.