The Consuelo dialer is a full telephony surface built into the CRM. Open it from any page, dial a number or start a queue, and stay in context while you call.The dialer handles single calls, parallel dialing, warm and cold transfers, AI coaching, script-guided conversations, and call queue campaigns. Every call runs through a Twilio conference, which means transfers, holds, and whisper coaching work without switching tools.
What you can do
Making Calls
Dial from the keypad, click a contact’s number, or search and call from anywhere in the CRM.
Transfers
Cold and warm transfers to colleagues or external numbers, powered by Twilio conferences.
Hold, Mute & DTMF
Place callers on hold, mute your mic, and send touch-tone digits mid-call.
Queue Management
Build call lists, configure auto-advance, track dispositions, and review queue analytics.
Parallel Dialing
Dial up to 5 contacts at once. First to answer wins — the rest hang up automatically.
Local Presence
Auto-select a caller ID matching the recipient’s area code to improve answer rates.
AI Coaching
Get real-time talking points during calls, or follow a guided script step by step.
Caller ID
Provision, manage, and select outbound phone numbers. Set a primary and configure local presence.
Call History & Analytics
Review past calls, filter by outcome or date, play recordings, and track performance metrics.
Keyboard Shortcuts
Control the dialer, queue, and call actions without touching the mouse.
Key features
| Feature | Description |
|---|---|
| Conference-based architecture | Every call uses a Twilio conference — transfers, holds, and coaching work by adding/removing participants, never by bridging calls |
| Single and parallel modes | Dial one contact at a time or up to 5 simultaneously with configurable strategy profiles |
| Local presence | Auto-select a caller ID matching the recipient’s area code from your provisioned numbers |
| AI coaching | Real-time talking points, objection handling, and suggested questions refreshed every 30 seconds based on live transcript |
| Script mode | Follow a guided script with sections that auto-advance as the conversation progresses |
| Live transcription | WebSocket-powered real-time transcript displayed alongside call controls |
| Queue campaigns | Work through contact lists with auto-advance, skip reasons, retry logic, and outcome tracking |
| Priority scoring | Queue engine scores contacts by lead value, attempt history, campaign priority, and optimal call hour |
| Cadence suppression | Per-contact rate limiting prevents over-calling with configurable daily/weekly caps and minimum retry spacing |
| DNC compliance | Contacts on the Do Not Call list are automatically filtered out of queues |
| Post-call analysis | AI-generated call summary with sentiment, key moments, and suggested next steps |
| Quick actions | Add notes and schedule follow-ups during or after calls without leaving the dialer |
| Recording playback | Listen to call recordings directly in the browser with seek and progress controls |
| Audio device selection | Choose your microphone and speaker from the dialer settings |
Quick reference — keyboard shortcuts
| Shortcut | Action |
|---|---|
Cmd+D / Ctrl+D | Open or close the dialer sidebar |
Enter | Start the call |
M | Toggle mute |
H | Toggle hold |
T | Open transfer dialog |
Escape | Close dialer or cancel current action |
Cmd+Shift+M / Ctrl+Shift+M | Toggle calling mode (single ↔ parallel) |
Cmd+Shift+C / Ctrl+Shift+C | Toggle coaching panel |
Space | Pause / resume queue |
S | Skip current contact in queue |
E | End queue |
Quick start
- Set up Twilio — connect your Twilio account and provision at least one phone number
- Open the dialer — press
Cmd+Dand grant microphone access - Make your first call — enter a number and press Call
The dialer requires a Twilio account with at least one provisioned phone number. The status indicator in the sidebar shows your connection state — if it’s not green, see Troubleshoot Calls.