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Get the dialer running and place your first outbound call.

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Prerequisites

Before using the dialer, you need:
  • Twilio account — with at least one provisioned phone number (setup guide)
  • Microphone access — the browser needs permission to use your mic
  • Supported browser — Chrome, Edge, or any Chromium-based browser (Firefox and Safari have limited WebRTC support)
The dialer uses Twilio’s browser SDK for voice over WebRTC. If your network blocks WebRTC traffic or UDP ports, calls will fail silently. Check with your IT team if you’re on a corporate network.

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Step 1: Connect Twilio

If your workspace admin hasn’t configured Twilio yet:
  1. Go to Settings → Dialer
  2. Enter your Twilio Account SID and Auth Token
  3. Click Save
  4. Provision at least one phone number (or add an existing one)
The dialer sidebar shows a status indicator. If Twilio isn’t connected, you’ll see a banner with a link to settings:
StatusWhat it means
No bannerTwilio is connected and ready
”Connect your phone system”Twilio credentials not configured
”Pick a phone number”Twilio connected but no numbers provisioned
”Phone system error”Credentials are invalid or Twilio returned an error
See Set Up Twilio for the full walkthrough.

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Step 2: Open the dialer

Press Cmd+D (Mac) or Ctrl+D (Windows/Linux) from any page in the CRM. The dialer opens as a 380px sidebar on the right side of the screen.

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Step 3: Grant microphone access

The first time you open the dialer, your browser asks for microphone permission. Click Allow. The dialer requests mic permission again right before your first call as a safety check. If permission was denied:
  1. Click the lock icon in the browser address bar
  2. Find Microphone and change it to Allow
  3. Reload the page
If no microphone is detected at all, the sidebar shows “No microphone found. Connect a mic and try again.” Bluetooth headsets sometimes need to be connected before opening the browser.

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Step 4: Select your audio devices

The dialer lets you choose which microphone and speaker to use:
  1. Scroll to the bottom of the dialer sidebar
  2. Use the Microphone dropdown to select your input device
  3. Use the Speaker dropdown to select your output device
These selections are synced to the Twilio voice SDK in real time — you can switch mid-call.

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Step 5: Make your first call

1

Select a caller ID

The Call from dropdown shows your provisioned phone numbers. Pick the one you want the recipient to see.
2

Enter a number

Type a phone number using the dial pad or your keyboard. Or select a contact list from the Select a list dropdown to start a queue.
3

Choose your calling mode

Single dials one contact at a time. Parallel dials multiple simultaneously. Start with Single for your first call.
4

Choose your assist mode

AI coaching gives you real-time talking points. Script mode shows a guided script. You can also skip both.
5

Click Call or Open fullscreen workspace

For a single number, click Call. For a list, click Open fullscreen workspace to launch the queue session.
When your first call completes, you’ll see a “First call complete!” confirmation that auto-dismisses after 4 seconds.

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Verify your setup

After your first call, confirm everything worked:
  • Dialer opened with Cmd+D
  • Caller ID dropdown shows at least one number
  • No error banner in the sidebar (Twilio connected)
  • Microphone was detected (no “No microphone found” message)
  • Call connected and you heard audio in both directions
  • Call appeared in your call history after hanging up
  • Post-call summary appeared with outcome buttons
If something didn’t work, see Troubleshoot Calls.

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The fullscreen workspace

When you start a queue or click Open fullscreen workspace, the dialer expands into a full-page calling workspace with tabs:
TabWhat it shows
CoachingAI coaching panel or script panel (auto-selected when a call is active)
AnalyticsCall metrics and outcome charts (auto-selected when a call ends)
PeopleContact list for the current queue
SettingsCaller ID selection, audio devices, assist mode configuration
The workspace auto-switches tabs based on call state — Coaching when you’re on a call, Analytics when it ends.

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Next steps