Product guide

Calling and recordings

Open a conversation to call from its Miss Blue number. Choose FaceTime Audio for an Apple contact, or Phone call to reach a regular phone number. Both appear in the selected project’s Calls page.

Make a call

1. Select the workspace and project, then open the contact’s conversation.
2. Choose FaceTime Audio or Phone call. If a choice is unavailable, read the reason shown for that line or recipient.
3. Allow microphone access and check your selected microphone and speaker. Keep the calling tab open while you talk.
4. End the call with Hang up, then open Calls in the same project to review the result.

A line can also have an optional mode that rings your phone before the customer. Staff enable that mode on the line; your destination comes from the callback phone in your own Settings. Answer that first leg to connect to the customer. This setting is separate from incoming call forwarding.

Forward incoming phone calls

Give each number its own forwarding destination during setup, or manage forwarding from the number’s settings. This routes incoming regular phone calls; it does not forward FaceTime Audio or choose your browser’s microphone. You can dismiss the dashboard confirmation after setup. It stays dismissed in that browser until a new completed forwarding setup is shown.

Enable and play recordings

Recording starts off for every number. Enable it on the number before calling and acknowledge responsibility for the recording and consent requirements that apply to your conversations. The setting records who enabled it and when. Turning it off does not delete existing recordings.

FaceTime Audio captures both sides through the browser. Regular phone calls use the phone provider’s recording path. After hangup, audio may still be finishing or uploading. Open Calls and choose Play when ready; do not treat Answered as proof that audio was captured.

Find a call or missing recording

• Check the selected project and clear number, person, or outcome filters. FaceTime Audio and Phone call share the same list and are distinguished by Type.
• Rang measures the time before answer or hangup; Talked measures the answered portion after it ends. A call that never became active may show No answer.
• If Play is missing, check the recording status and whether recording was enabled before the call. Capture failed means no playable recording was completed.
• If a call is missing or stays Dialing after it ended, give support the project, line, approximate time, and call type so they can trace the session.

Building a calling integration

The Calls API exposes history, FaceTime signaling and session control, recording settings, upload, and playback. Calling the FaceTime dial endpoint alone rings the recipient but does not attach your microphone or speaker: a custom client must also establish the audio connection. Regular outbound phone calling is a signed-in console feature, not an API-key calling endpoint.