Calls go through your own Twilio account, in the browser or the app, from a number you own. U.S. and Canadian numbers only for now.
Making a call
Open the dialer from Phone → New call, from the Call button on a contact, from a contact row, or by clicking any call in your history to call back. Type a number, or a name: the box searches your contacts as you type. The green Call button dials.
Calls go out from your Default for calls number, set in Settings → Phone numbers. The dialer needs the phone to be Ready; if it shows Connecting or Unavailable, wait a moment or refresh.
While you're on a call you can Mute, open the Keypad for menus and extensions, and Drop VM — leave one of your recorded voicemail drops and hang up while it plays (see Phone & SMS). A small pill shows whether the call is being recorded, and an audio-quality indicator shows if the connection is struggling. End call hangs up.
Receiving a call
An incoming call shows a full-screen Incoming call panel on whatever page you're on, with the caller's name if they're a contact, their company and open deals. Answer or Decline. The desktop and mobile apps ring the same way; if more than one is open, the one you opened most recently rings.
Call forwarding
Settings → Preferences → Calls & voicemail → Call forwarding, then Forward calls to a number with the country code. An incoming call rings the app for 30 seconds first; if nobody answers, it forwards to that number. Leave the number blank and unanswered calls go straight to voicemail instead.
Call history, recordings and transcripts
Phone lists your recent calls with All, Missed and Voicemail filters and a badge for new voicemails. Full history opens the searchable list with a date range and a Recording column. Play a recording or voicemail there, read its transcript, or delete it.
Every call also sits on the contact's Timeline, filtered by Calls, with the same play button and transcript.
Recording is off by default. Turn it on in Settings → Preferences → Calls & voicemail → Call recording; Transcribe recordings underneath turns each recording into searchable text. Groundbase does not play an announcement, so where the law requires it, tell the other party yourself.
Voicemail
Unanswered calls roll to voicemail. New voicemails appear under Phone → Voicemail with a transcript (Voicemail transcription in Preferences, on by default). Playing one marks it heard.
Each number has its own greeting: Settings → Phone numbers → your number → Voicemail greeting. Three options:
- Edit text — up to 500 characters, read aloud by text-to-speech.
- Record your voice instead — Groundbase calls you; record after the beep and press #. Up to 60 seconds.
- Upload a file — MP3, M4A or WAV, up to 500 KB.
A recording wins over the text. With neither set, a default greeting plays.