Making Calls

Dial from the keypad, click a contact’s number, or start a queue from the home screen.

Consuelo gives you three ways to start a call, plus a home screen that lets you configure everything before you dial.

The home screen

When you open the dialer, the home screen shows a setup form with these fields:

Field	What it does
Select a list	Pick a contact list (from opportunity records) to call through as a queue
Dial a number	Enter a single phone number manually using the dial pad
Call from	Choose which caller ID to display to the recipient
Prefer local presence	Auto-select a number matching the recipient’s area code
Calling mode	Single (one at a time) or Parallel (up to 5 simultaneous)
Assist mode	AI coaching (real-time suggestions) or Script mode (guided script)
Script	Which script to follow (only visible when assist mode is Script)

Selecting a list disables the manual number field, and vice versa.

Methods for making calls

1. Dial pad

1. Open the dialer (Cmd+D / Ctrl+D)
2. Enter the number using the on-screen keypad or your keyboard
3. Select your caller ID from the Call from dropdown
4. Click Call or press Enter

The dial pad supports all standard keys (0-9, *, #). Long-press 0 to enter + for international numbers.

2. Click-to-call

Click the phone icon next to any contact’s phone number in the CRM. The dialer opens with the number pre-filled and the contact’s record loaded.

3. Quick search

1. Press Cmd+K / Ctrl+K to open quick search
2. Type a contact name or phone number
3. Select the contact from results
4. Click the phone icon to call

What happens when you call

1. The dialer sets your status to connecting and requests mic permission if not already granted
2. The Twilio SDK creates an outbound call via the /v1/voice/token endpoint
3. Status changes to ringing when the recipient’s phone starts ringing
4. If they answer, status changes to active and the call timer starts
5. The system polls /v1/calls/status/{callSid} to detect failures (busy, no-answer, canceled)
6. When the call ends, status changes to ended and the post-call summary appears

Caller ID selection

Manual selection

Click the Call from dropdown on the home screen. All phone numbers provisioned in your workspace appear here. Each entry shows the phone number and its area code.

Local presence (automatic)

Check Prefer local presence calling on the home screen. The system:

1. Reads the area code of the number you’re calling (extracted from E.164 format)
2. Searches your provisioned numbers for a matching area code
3. Uses the match as the caller ID
4. Falls back to your selected number if no match exists

See Local Presence for details.

During the call

While on a call, the sidebar shows:

• Contact header — name, company, phone number, timezone, and a status dot (green = active, yellow = on hold, pulsing = connecting)
• In-call controls — mute, hold, transfer, DTMF keypad, end call
• Coaching panel — AI talking points or script (depending on assist mode)
• Live transcript — real-time conversation transcript via WebSocket
• Quick actions — add a note or schedule a follow-up without leaving the dialer

After the call

When the call ends:

1. Post-call summary appears with AI-generated analysis (sentiment score, key moments, suggested next steps)
2. Outcome buttons let you log a disposition (Connected, No Answer, Voicemail, Busy, etc.)
3. The call is saved to your call history with duration, outcome, and recording (if enabled)

Call status values

Status	Description
idle	No active call
connecting	Initiating the call via Twilio
ringing	Recipient’s phone is ringing
active	Call is connected, audio flowing
ended	Call ended normally
failed	Call failed to connect (network error, invalid number, etc.)

Next steps

• Hold, Mute & DTMF — control the call while you’re on it
• Transfers — hand off calls to colleagues
• Queue Management — work through a list of contacts