Who This Is For / When to Use
Users making one-time outbound calls.
Teams receiving inbound calls in the web app.
Account admins configuring phone numbers and call routing.
Security and Call Limits (Important)
Suspicious users may be blocked from making calls.
Only two simultaneous calls are allowed to the same phone number from the same account.
Step 1: Open the Dialer from the Contacts Page
Go to Contacts.
Click the green call icon in the top-right corner.
Step 2: Use the Dialer Keypad to Place a Call
After the dialer opens, review the keypad.
Enter the destination phone number.
Click Call.
Step 3: Select or Change the Outbound Caller ID
In the dialer, review the Calling From section.
Click Change to select a different outbound number if needed.
Local Presence Dialing
Automatically selects a phone number closest to the contact’s area code.
Improves call answer rates.
Enable via: Settings > Phone Numbers > Advanced Settings > Voice Calls.
Step 4: Call a Contact from Their Contact Record
Open Contacts.
Select a contact.
Click the green call icon above the conversation timeline.
Step 5: Call a Contact from the Conversations Inbox
Open Conversations.
Select the conversation.
Click the call icon in the top-right corner.
Step 6: Enable Incoming Calls in the Web App (Per User)
Go to Settings > Team.
Edit the user.
Open Call & Voicemail Settings.
Enable Forward calls to Web App.
Result: Incoming calls ring directly in the web app for this user.
Step 7: Open Phone Number Configuration
Go to Settings > Phone Numbers.
Open the number menu.
Click Edit Configuration.
Step 8: Route Inbound Calls to a Team Member
In Basic Details, locate Calls Go To.
Select Team Member.
Choose the user.
Select which devices should ring.
Step 9: Enable Ringing for Multiple Users (Inbound)
In phone number configuration, enable inbound ringing for multiple users.
Select up to seven users.
Important: The call connects to the first available user.
Call Recording and Call History
Recorded calls appear in Conversations under the contact.
Playback is available when call recording is enabled.
Using Workflows with Manual Call Actions (Advanced)
Create workflows with Manual Call Action triggers.
Assign users using Assign to User.
Trigger workflows via tags, imports, or manual enrollment.
How do I make a one-time outbound call from the Contacts page?
Click the green call icon in the top-right of Contacts to open the dialer, enter the number, and click Call.
FAQ
Can I make calls from inside a contact record?
Yes. Open the contact and click the green call icon above the conversation timeline.
Can I call leads directly from Conversations?
Yes. Open the conversation and click the call icon in the top-right corner.
How do I enable inbound calls in the web app?
Edit the user under Settings > Team and enable Forward calls to Web App.
How many users can receive inbound calls at once?
Up to seven users can be selected for inbound ringing.
Where can I listen to recorded calls?
Recorded calls are available in Conversations under the associated contact.
What is Local Presence Dialing?
It automatically selects a local outbound number based on the contact’s area code.
My call does not connect. Why?
Ensure your browser allows microphone access for Kyrios.