Voice: your phone line becomes tickets, recordings and data

Phone calls are where information goes to disappear. Somebody calls, somebody answers, and three days later nobody remembers what was promised. The voice module exists to end that.

Bring your own number

This is a bring-your-own-key module. You connect your own telephony account — Twilio, Vonage or Plivo — in your workspace settings, and point the provider's webhooks at your workspace's voice endpoint. Every status callback is signature-validated before it touches anything, because a fake "your call ended" post from the internet should never write a row into your database.

You keep the number, the account, the billing relationship with the provider. We keep the record.

What happens when the phone rings

An inbound call lands in the system as a call record keyed by the provider's own call ID — so a retried or replayed webhook can't create a phantom second call. The caller's phone number becomes (or joins) a requester, and if your settings say so, the call creates a ticket automatically. The ticket's source says "voice," so you can filter your queue down to phone business whenever you want.

When the call has a recording, that recording drops onto the ticket's timeline as a comment. Your agent reads the ticket and can listen to exactly what the customer said — no second tab, no "I'll text you the recording later."

The details are handled the boring, correct way: caller and callee numbers are both normalized, so "from" and "to" render the same regardless of which provider's field naming arrived.

What it doesn't do (yet)

Outbound dialing from the browser isn't in this version. Inbound — ringing, recording, ticketing, requester history — is what works today, and it works the same on all three providers. I'd rather tell you that plainly than watch you go looking for a dial pad that isn't there.

The handoff that saves the afternoon

Here's where voice stops being a phone log and starts being an operation. Your call volume — with handled minutes — feeds the workforce module's forecasting, so the staffing math for next week knows that Mondays get slammed between nine and eleven. And because every call is a ticket, call work shows up in the same queue, assignment rules and SLA clock as email and chat. Nobody maintains a separate "phone process."

The short version: one phone number, three providers, and every call becomes the same kind of work everything else already is.

A detail worth knowing: the caller's number becomes a requester, so a repeat caller isn't a stranger twice — their call history and the tickets that grew out of previous calls live on the same record. Each call is keyed by the provider's own call identifier, so webhook retries converge on one row instead of spawning ghosts. And the ticket gets a machine-written summary — who called whom, how long it ran, what the outcome was — so the queue shows "Missed call from (555) 010-2299" instead of a cryptic provider ID.

Related: every call is a ticket like any other, and handled call minutes feed the workforce forecast; the records land in the same customer-interaction bucket as your live chat conversations.

How this compares

Business phone is its own industry — VoIP platforms like RingCentral or Grasshopper will happily sell you numbers, extensions and an app. They're fine products for making calls. What they generally don't do is make the call part of your support record: the transcript lives in the phone system, the ticket lives in the helpdesk, and someone reconciles the two by hand.

I take the opposite trade. You bring your own Twilio, Vonage or Plivo account — the carrier relationship stays yours, with your rates and your number — and every inbound call lands as a ticket the moment it arrives: requester attached, recording on the timeline, duration and status tracked. Nothing to reconcile, because there's only one record. If your team also runs the live chat queue, voice and chat show up as sibling channels, not as two departments. What you give up is the PBX feature sprawl — extensions, hold music orchestration, desk phones — and that's deliberate. This module is built for businesses where a call is a support event, not a telephony hobby.

Try it

Voice lives under Voice in your workspace sidebar, with provider setup in Settings. Connect a Twilio (or Vonage or Plivo) account, point the webhooks, and call yourself. Your first ticket from your own mobile number takes about two minutes.