Customers
Calls and text messages
Dialling from a contact record, on your own telephony account — with recording that asks the consent engine first.
Phone numbers on a contact are clickable. On day one that is a tel: link, which works on every device somebody already has. Connect a Twilio account and the same button places the call through it, logs it against the contact, and can record it.
The account is yours, and so are the recordings
You register your own Twilio account, exactly as you register your own e-signature account. Calls are billed to you, numbers belong to you, and recordings never leave your account — playing one back here fetches it with your credentials rather than copying it to our storage. The same reasoning keeps your envelopes in your DocuSign account.
How a call is placed
Two legs, not a softphone in the browser. The server rings you first — on your mobile, your desk phone, wherever you said — and bridges to the contact when you answer. A browser softphone would need a vendor's script loaded into this page, which the content policy does not allow, and would only work at a desk with the tab still open.
The call counts as answered when THEY answer
Not when your leg connects. Getting that backwards starts the recording while the contact's phone is still ringing and counts the ringing as conversation — which quietly corrupts every call-duration figure and, worse, records before anybody consented.
Recording
Whether a call may be recorded is decided by the contact rules for where the other person is, not where you are — and it is re-checked at the moment the call bridges rather than when the button was pressed. Eleven US states require every party to agree; the announcement that satisfies that is played on the bridged leg, so both sides hear it.
| Outcome | What it means |
|---|---|
| Connected | They picked up. |
| No answer | It rang out. They were reachable. |
| Failed | The carrier refused it. It never reached them. |
| Busy | Engaged. |
Failed and no-answer are kept apart deliberately. Collapsing them makes *how many times have we tried this person* count attempts that never happened, which is exactly the question that decides whether to keep trying.
Transcripts
Optional, off by default, and separate from recording — there is nothing to transcribe unless a recording was already permitted, so it never widens what is captured, only what can be done with it. Transcription runs inside your Twilio account against a service you configured; audio is not sent to us or to anybody else.
The words are not stored here
Only a pointer and a state. A transcript is the same personal data as the recording in a more exposing form — text can be searched, copied and pasted in a way audio cannot — and keeping a copy would quietly undo the decision that left the recording in your account. The cost is real and accepted: transcripts cannot be searched or summarised in bulk here, and cannot be read while your provider is unreachable.
Speakers are kept apart and never guessed. A transcript where nobody can tell who said what loses the half that decides who promised what; one that confidently attributes a sentence to the wrong person is a liability rather than a record, so unrecognised voices are numbered.
Text messages
Same account, registered separately — messaging and voice are cleared separately with the carriers, so each is switched on by itself rather than one failing when the other was enabled. Messages are logged on the timeline like everything else, and replies thread on to the same conversation.
Quiet hours apply, computed in the recipient's time zone. Where the zone cannot be worked out the send is refused rather than guessed at — for the United States, Canada, Russia, Brazil and Australia a country does not imply a zone, and the damages under the US rules are per message and uncapped.
What it does not do
- No call queue, no IVR, no transfer, no conference. It dials one person.
- Inbound calls are not answered here — your number rings wherever you have it pointed.
- No voicemail box and no voicemail transcription.
- Recordings and transcripts cannot be searched, because neither is stored here.
- No group texts and no picture messages.