Dialer FAQ

Frequently asked questions about the Consuelo dialer.

General

What browsers are supported?

Chrome and Edge (Chromium-based) are fully supported. Firefox has limited WebRTC support and may have audio issues. Safari is not recommended for voice calls.

Does the dialer work on mobile?

The dialer is designed for desktop browsers. Mobile browsers have inconsistent WebRTC support and the UI is optimized for larger screens.

Can I use the dialer without Twilio?

No. The dialer requires a Twilio account for voice infrastructure. Twilio handles call routing, phone number provisioning, and the browser-to-PSTN bridge.

How much does Twilio cost?

Twilio charges per minute for voice calls (typically $0.013/min for US outbound) plus a monthly fee per phone number (typically$1-2/month for US local numbers). Check Twilio’s pricing page for current rates. Consuelo does not add any markup to Twilio costs.

Calling

Can I make international calls?

Yes. Enter the full E.164 number (e.g. [phone] for a UK number). International calls incur higher Twilio per-minute rates depending on the destination country.

How many calls can I make simultaneously?

In single mode, one call at a time. In parallel mode, up to 5 simultaneous calls (configurable from 2-5 in settings). Each parallel call uses a separate Twilio call leg.

What happens if I lose internet during a call?

The dialer shows a “Reconnecting…” banner and attempts to restore the connection. If reconnection fails, you can click Reconnect to try again or End Call to terminate. The Twilio conference keeps the other party’s audio alive briefly during reconnection.

Can I receive inbound calls?

The dialer is currently focused on outbound calling. Inbound call handling is on the roadmap.

Recording

Are calls recorded automatically?

Only if call recording is enabled in your workspace settings. Recording is off by default.

Where are recordings stored?

Recordings are stored by Twilio and streamed to the browser on demand via GET /v1/calls/{callId}/recording. They are not downloaded to your local machine.

Do I need to notify the other party about recording?

This depends on your jurisdiction. Many US states require two-party consent for call recording. Check your local laws and configure appropriate notification if required. Consuelo does not automatically play a recording notification.

Queue & Parallel Dialing

How does the queue decide who to call next?

The queue engine uses a priority scoring formula that considers: attempt count (fewer attempts = higher priority), time since last attempt, lead score, proximity to the contact’s preferred call hour, and campaign priority. See Queue Management for the full formula.

What is cadence suppression?

Cadence suppression prevents over-calling individual contacts. The system tracks a per-contact attempt ledger with rules for minimum retry spacing, max attempts per day, and max attempts per week. Contacts that violate these rules are automatically skipped until the window reopens.

What does “winner-take-all” mean in parallel dialing?

When you dial 3 contacts simultaneously, the first one to answer “wins” — they get connected to you. The other 2 calls are immediately terminated. This ensures you only talk to one person at a time while maximizing your chance of reaching someone.

Do the non-winning contacts know they were called?

Yes. Their phone rings briefly before the call is terminated. They may see a missed call. This is standard behavior for power dialers and is generally accepted in sales outreach.

AI Coaching

What AI providers are supported?

Groq and OpenAI. Configure your provider in Settings → AI.

Is my conversation data sent to the AI provider?

Yes, transcript text is sent for coaching analysis. The system strips PII (name, phone number, email) before sending. The AI provider processes the text and returns talking points — no conversation data is stored by the AI provider beyond their standard processing.

How often does coaching refresh?

Every 30 seconds, if at least 50 new words have been transcribed since the last refresh. Maximum 10 refreshes per call.

Can I use coaching without live transcription?

No. AI coaching depends on the live transcript to generate contextual suggestions. If the WebSocket transcript connection fails, coaching falls back to the initial context-only suggestions.

DNC Compliance

How does DNC filtering work?

Contacts marked as DNC are automatically excluded from all queues. They never appear as the next contact to dial. The dncFilteredCount field on the queue shows how many contacts were filtered out.

How do I add someone to the DNC list?

During or after a call, log the dnc outcome. The contact is immediately excluded from future queues.

Can I remove someone from the DNC list?

This is managed at the contact record level in the CRM. Update the contact’s DNC status to remove them from the list.

Next steps

• Getting Started — set up the dialer from scratch
• Troubleshoot Calls — fix specific issues
• Queue Management — deep dive on queue configuration