Making and taking calls

Use the dialler on any staff page, see what each call cost, and how unanswered calls become voicemails.

Updated 18 October 2026

Why this exists

Juggling a separate phone, a desk handset and the app means calls go unlogged and missed calls go unnoticed. For front desk and admin staff, the dialler makes and takes calls from any staff page and keeps the call connected as you move around. Unanswered calls become voicemails your team can see, so nobody falls through the gaps.

If your centre uses the call centre, staff can make and take phone calls in the app.

Before you start

The call centre must be switched on for your centre and Twilio connected under Settings > Integrations.
You need the calls.place permission to ring out, or calls.receive to take calls. The dialler never shows in a View as or to parents and students.

Make a call

Press the Call button on any staff page. The dialler stays connected as you move between pages.
Type the number or use a click-to-dial link, and press Call.
While a call is live with the dialler closed, a small bar shows who you are talking to, the time, Mute and Hang up.

When nobody answers

When a call rings your team and nobody picks up, the caller can leave a voicemail. If your centre turned on forwarding to a fallback number, the call is forwarded there instead. Voicemails show on the call and in the team inbox.

Call settings

Admins with settings.edit set up Call centre > Call settings:

Send all calls to another number now, for example when the office is closed unexpectedly. A banner reminds staff it is on.
A Weekly schedule of rules: ring the staff, take a voicemail or forward to a number, by day and time.
A Voicemail greeting and an After-hours greeting: the standard one, typed words read aloud, or a recording made in the browser or uploaded. A recording must say calls may be recorded.
Outside your campus opening hours, and on closure days, calls go straight to voicemail.

If the page says routing is not switched on yet, ask your centre's admin.

Costs and activity

The call dashboard shows calls per day, by person, team and weekly activity, and a monthly spend table. Costs are estimates, rounded up to the minute; check them against your Twilio invoice.

Good to know

Call centre > Call practice lets staff practise calls with an AI customer, then review the transcripts and leave feedback.
An admin can press Find recording on a call whose recording did not arrive.