Overview

Voice calls in SleekFlow allow your team to make and receive phone calls directly from the SleekFlow web app. 

You can use voice calls with Twilio phone numbers connected to your SleekFlow workspace, including numbers you already own in your Twilio account. This is useful if your business already uses Twilio numbers with established caller IDs, compliance registrations, or carrier relationships.

Set up voice calls

You can manage workspace-level voice settings and phone number settings from the SMS and Voice page.
 

Enabling voice calls for your workspace

1. Click on the icon on the left navigation bar and select “SMS and Voice”
2. Select “Voice call settings” on the left-side panel
   
3. Toggle on “Voice calls” to enable voice call feature
    
   
    

Configuring voice settings on specific phone number

To configure call settings for a specific phone number:

1. Click on the icon on the left navigation bar and select “SMS and Voice”
2. Select “Phone numbers” on the left-side panel
   
3. Click on the phone number you want to configure to open the details page
   
4. On the details page, you can enable or disable:
   • Receive calls: Allow this number to receive incoming calls
   • Make calls: Allow agents to make calls from this number

Setting up call routing

Call routing controls how incoming calls to a phone number are assigned.

1. Click on the icon on the left navigation bar to go to the Voice page
2. Select “Phone numbers” on the left-side panel
   
3. Select the phone number you want to configure to open the detail page
   
4. Under “Call routing”, choose how incoming calls should be assigned:
   • Route to all available agents: Route incoming calls to available teammates in the workspace. Calls are distributed evenly using round-robin assignment. 
   • Route to a team: Route incoming calls to available teammates in a specific team. Calls are distributed evenly using round-robin assignment.
   • Route to a specific agent: Route calls directly to a specific assigned agent

Agent availability for voice calls

When you select Route to all available agents or Route to a team, SleekFlow uses round-robin assignment to route incoming calls to teammates who are available to receive calls.

A teammate is available when all following conditions are met:

Requirement	Description
Status is set to online	The teammate’s status must be set to Online, shown as a green dot on their profile icon.
SleekFlow is open in the browser	The teammate must have SleekFlow open in their browser.
Receive calls permission is enabled	The teammate must have the Receive calls permission assigned to their role.
Not on another call	If the teammate is already on an active voice call, SleekFlow will skip them and ring the next available teammate.
Microphone access is granted	The teammate’s browser must allow microphone access for SleekFlow.

Change your availability status

To change your status:

1. Click your avatar in the top-right corner of SleekFlow web app
   
2. Click “Set status to online” to start receiving voice calls and new conversation assignments.
   
3. Click “Set status to offline” to stop receiving voice calls and new conversation assignments.
   

Making outbound calls

You can initiate outbound calls from several places in SleekFlow:

 

Make a call from the floating dial pad

1. Go to Inbox and click “+ New”, and then select “Make a call”
   
   
    
2. A floating dial pad will appear in the bottom-right corner
    
   
    
3. You can either:
   • Enter the phone number using the dial pad
   • Switch to the “Contacts” tab to search for a contact and make a call
4. Select the the phone number to call from
5. Click the “Call” button to start the call
   

Make a call from a contact profile

1. Open the contact profile in Inbox
   
   
    
2. Click the “Call” button
   
3. If the contact has multiple phone numbers, select the number you want to call.
4. If your workspace has multiple phone numbers, select the phone number you want to call from.
   
   
    
5. Click the “Call” button to start the call.

Receiving incoming calls

When a customer calls one of your connected phone numbers, SleekFlow routes the call based on the phone number’s call routing settings.

If the call is routed to you, a ringing notification appears in your browser. You can accept or reject the call from the notification or the floating dial pad.

Pick up calls from the queue

If an incoming call is waiting in the queue, teammates with access can pick it up manually from the Inbox.

To pick up a queued call:

1. Click on the icon on the left navigation bar to go to the Inbox page
2. In the Inbox sidebar, click “Calls”
   
3. Under “Incoming calls”, view the calls waiting in the queue
4. Click the call to pick it up
   
   

   Note: To receive incoming calls, keep Inbox open in your browser and make sure you meet the agent availability requirements for voice calls. 

    

During a call

During an active voice call, you can manage the call from the in-call panel.

You can:

• Mute or unmute your microphone
• Start, pause, or resume call recording, if manual recording is enabled
• Transfer the call to another teammate
• End the call

Transfer a call

To transfer an active call:

1. Click “Transfer” on the in-call panel.
2. Search for and select the teammate you want to transfer the call to.
3. Click “Transfer” to confirm.

End a call

To end an active call, click the hang up button on the in-call panel.

View call logs and history

You can view and manage voice call activity from the Calls section in Inbox.

To open the Calls view:

1. Click on the icon on the left navigation bar to open Inbox page
2. In the Inbox sidebar, click “Calls”
   

Here you will find:

• Incoming calls: Calls that are currently ringing or waiting to be picked up
• Active calls: Calls that are currently in progress
• Call history: A record of past inbound and outbound calls

View call details

To view more information about a call, click any call under “Call history”.

The call details panel include:

• Call direction, such as inbound or outbound
• Caller and recipient phone numbers
• Call duration
• Call status, such as completed, missed, rejected, canceled, or failed
• Call recording with playback, if available
• Call transcript, if available
• AI-generated call summary, if available
• Transfer history, if the call was transferred

View a contact’s call history

You can also view call history for a specific contact from the contact’s detail panel.

To view a contact’s call history:

1. Click on the icon on the left navigation bar to go to the Inbox page
2. Select the contact you want to review 
3. Click the icon in the contact profile  
   
4. You also can click the icon to expand the profile page and view all calls associated with the contact in full screen.
   
    

Call recording, transcription, and AI summary

SleekFlow can help your team review voice conversations by saving call recordings, generating call transcripts, and creating AI summaries after calls end.

Go to Voice call settings

You can manage voice calling, call recording, transcripts, and AI summaries from Voice settings. To open Voice settings:

1. Click on the icon on the left navigation bar to select “SMS and Voice”
2. Select “Voice call settings” 
   
3. You will see the voice call settings available for your workspace.

Call recording

You can choose how calls are recorded, SleekFlow supports two recording modes:

• Auto recording: Record all calls automatically by default. Agents can pause recording during a call.
• Manual: Let teammates start and pause recording during calls.

After a call ends, the recording is available in the call details view.

Call transcript and AI summary 

When Call transcript and AI summary are enabled, SleekFlow automatically generates a transcript and summary for completed calls.

To view a call transcript or AI summary:

1. Click on the icon on the left navigation bar to go to Inbox and select “Calls”
   
2. Select the call you want to review
   
3. Open the call details page to view the transcript and AI summary
   
   
    

Billing and wallet

Usage and billing for connected Twilio numbers are managed directly in your Twilio account. SleekFlow does not charge additional technical fees for connected Twilio numbers.

Unsupported features

The following features are currently not supported for Voice Calls in SleekFlow:

• Making or receiving calls from the SleekFlow mobile app
• Conference calls (multi-party calls with more than two participants)
• Voicemail
• Using Voice calls as a channel in Flow Builder automated workflows
• Call queuing with hold music