VoIP & Calls

Overview

The DOLU.ai VoIP & Calls module adds voice communication to your unified CRM platform. Make and receive phone calls directly from the DOLU.ai dashboard using Voice over IP (VoIP) technology — no separate phone system, desk phone, or external call center software needed. Every call is automatically logged on the contact's CRM record, linked to relevant deals and accounts, and recorded for quality assurance and training purposes.

The VoIP module integrates with your existing DOLU.ai workflow: incoming calls trigger screen pops with the caller's full CRM profile, agents can click-to-call from any contact record, call recordings are searchable and playable from the contact timeline, and Salesbot workflows can be triggered by call events (missed calls, call completed, voicemail received). On the roadmap, DOLU.ai's AI Agent will handle inbound calls autonomously — answering questions, scheduling appointments, and qualifying leads via voice, just as it does today on WhatsApp and Web Chat.

How to Access

Dashboard → Left Menu → VoIP & Calls

You can also initiate calls from:

• A contact's detail page → click the phone icon next to their number
• A deal's detail page → click the contact's phone number in the activity panel
• The global dialpad icon in the top navigation bar
• The Inbox → during a text conversation, click "Call" to switch to voice

Key Features

Inbound Calls

• Virtual phone numbers: Get local or toll-free phone numbers in your country for professional inbound calling
• Call routing: Route incoming calls based on time of day, caller ID, IVR menu selection, or round-robin assignment
• Screen pop: When a call comes in from a known number, the agent's screen automatically shows the contact's CRM profile, recent conversations, open deals, and tickets
• Call queue: When all agents are busy, callers wait in a queue with hold music and estimated wait time announcements
• Voicemail: When no agent is available, callers can leave a voicemail that is recorded and attached to the contact record
• Missed call alerts: Missed calls trigger notifications to the assigned agent and can create follow-up tasks automatically

Outbound Calls

• Click-to-call: Click any phone number in the CRM to initiate an outbound call instantly
• Dialpad: Use the on-screen dialpad to dial any number manually
• Caller ID: Configure which number appears as the caller ID when making outbound calls
• Power dialer: Queue up a list of contacts and the system dials them sequentially, minimizing idle time between calls
• Call scheduling: Schedule calls for a future time — the system reminds you and pre-loads the contact's profile

IVR (Interactive Voice Response)

• Visual IVR builder: Design phone menus using a drag-and-drop interface (similar to the Salesbot node editor)
• Multi-level menus: "Press 1 for Sales, 2 for Support, 3 for Billing" with nested sub-menus
• Business hours routing: Route calls differently during business hours vs. after hours
• Language selection: Offer callers a language choice at the start
• Direct-to-agent: Allow callers to dial an extension number to reach a specific team member
• Custom greetings: Record or upload custom greeting messages for each menu level

Call Recording and Logging

• Automatic recording: All calls can be recorded automatically (configurable per number or per agent)
• Recording storage: Recordings are stored securely and accessible from the contact's timeline
• Call notes: Agents can add notes during or after the call, which are saved on the contact record
• Call disposition: After each call, agents select a disposition (Interested, Not Interested, Callback Requested, Voicemail, Wrong Number) that updates the contact's status
• Call duration and metrics: Start time, end time, duration, hold time, and ring time are logged for every call
• Searchable recordings: Search call recordings by contact, agent, date, duration, or disposition

Call Analytics

• Call volume dashboard: Total inbound/outbound calls, answered/missed rates, calls by hour of day
• Agent performance: Calls handled per agent, average call duration, average hold time, disposition breakdown
• Queue metrics: Average wait time, abandonment rate, peak call hours
• SLA tracking: Percentage of calls answered within target time (e.g., 80% of calls answered within 20 seconds)

Step-by-Step Usage

Setting Up VoIP for Your Account

1. Go to Settings → Channels → VoIP & Calls.
2. Click "Get a Phone Number".
3. Select your country and choose between a local number, toll-free number, or port an existing number.
4. Complete the number registration (some countries require address verification).
5. Configure Business Hours for the number (when calls are accepted vs. routed to voicemail).
6. Set a Default Greeting message (upload an audio file or use text-to-speech).
7. Click Activate. Your number is now live and ready to receive calls.

Configuring Call Routing

1. In VoIP settings, go to the Call Routing tab.
2. Choose a routing strategy:
   • Round-Robin: Distribute calls evenly across available agents
   • Skill-Based: Route based on agent skills (e.g., language, department)
   • Priority-Based: Prioritize specific agents, with overflow to others
   • IVR Menu: Route based on the caller's menu selection
3. Set Ring Timeout (how long to ring an agent before moving to the next one — e.g., 20 seconds).
4. Configure Overflow behavior (what happens when no agent answers — queue, voicemail, or redirect to another number).
5. Click Save.

Building an IVR Menu

1. In VoIP settings, go to the IVR Builder tab.
2. Click "+ New IVR Menu".
3. Record or upload a Welcome Greeting: "Thank you for calling [Company Name]. Press 1 for Sales, 2 for Support, 3 for Appointments."
4. Add Menu Options:
   • Option 1 (Sales): Route to the Sales team agent group
   • Option 2 (Support): Route to the Support team agent group
   • Option 3 (Appointments): Route to the scheduling agent or play an info message with the booking link
   • Option 0 (Operator): Route to a specific manager
5. Set a Timeout Action: If the caller does not press anything within 10 seconds, repeat the menu or route to a default agent.
6. Click Save and Activate.

Making a Click-to-Call from the CRM

1. Navigate to any Contact detail page.
2. Hover over the contact's phone number.
3. Click the phone icon that appears.
4. Your browser-based softphone activates and dials the number.
5. During the call, the contact's full CRM profile is visible — recent conversations, open deals, tickets, and notes.
6. After the call, add Call Notes and select a Disposition (Interested, Callback Requested, etc.).
7. The call is automatically logged on the contact's timeline with recording, duration, and your notes.

Use Cases

Sales Teams — Outbound Prospecting

Sales reps use the power dialer to work through their daily call list. Each call is logged automatically with duration and disposition. After a productive call, the rep creates a deal directly from the call screen. Call recordings are reviewed by the sales manager for coaching sessions.

Healthcare — Appointment Confirmation Calls

A clinic's front desk uses click-to-call to confirm patient appointments. The IVR handles incoming calls: "Press 1 to schedule an appointment, Press 2 to request prescription refills, Press 3 to speak with billing." After-hours calls go to voicemail, which triggers a next-morning callback task.

E-Commerce — Order Support

A customer calls about a delayed order. The screen pop shows the customer's order history, last conversation, and any open tickets. The agent resolves the issue on the call and updates the ticket. Call recording serves as documentation if the issue is escalated.

Real Estate — Property Inquiries

Property inquiry calls are routed based on the listing referenced. Each agent handles calls for their assigned listings. Call recordings help agents review details discussed during viewings. Missed calls from interested buyers trigger an immediate WhatsApp follow-up via Salesbot.

Tips & Best Practices

Always Log Call Dispositions

After every call, select the appropriate disposition. This data feeds into Reports and helps your sales manager understand conversion rates by call outcome. It also triggers Salesbot workflows (e.g., "Call Back Requested" → schedule a follow-up task).

Use the Screen Pop Effectively

When a call comes in, spend the first few seconds reviewing the screen pop before answering. Knowing the caller's name, account, recent interactions, and open issues lets you start the conversation with context and professionalism.

Configure After-Hours Properly

Set clear business hours for your phone number. After-hours callers should hear a professional voicemail greeting that includes your hours and directs them to self-service channels (website, WhatsApp). A Salesbot workflow can send a WhatsApp message to missed callers offering self-service options.

Review Call Recordings for Training

Use call recordings as a coaching tool. Identify common customer objections, successful closing techniques, and areas where agents need improvement. The search feature lets you find calls by disposition (e.g., search for "Not Interested" calls to analyze what went wrong).

Troubleshooting

Incoming calls not ringing

• Ensure the phone number is Activated in Settings → Channels → VoIP & Calls.
• Verify your Business Hours settings — calls outside business hours may go directly to voicemail by design.
• Check that at least one agent is logged in and available to receive calls.
• Ensure your browser has permission to use the microphone (required for the browser-based softphone).

Poor call quality (echo, delay, choppy audio)

• VoIP call quality depends on your internet connection. A wired (Ethernet) connection is recommended over Wi-Fi.
• Minimum recommended bandwidth: 100 Kbps upload and download per concurrent call.
• Close bandwidth-intensive applications (video streaming, large downloads) during calls.
• Use a headset instead of laptop speakers to reduce echo.

Call recordings not available

• Check that Automatic Recording is enabled in VoIP settings.
• Recording may be disabled for specific numbers or agents based on your configuration.
• Some jurisdictions require two-party consent for call recording. Ensure your IVR greeting includes a recording disclosure if required by law.

Caller ID showing wrong number

• Go to Settings → Channels → VoIP & Calls → Caller ID and verify the correct outbound number is selected.
• If you have multiple numbers, each agent or team can be assigned a different outbound caller ID.

FAQ

Q: What equipment do I need for VoIP calls? A: Just a computer with a modern browser, a microphone, and a stable internet connection. A USB headset is recommended for best audio quality. No desk phones, PBX hardware, or special software is needed.

Q: Can I keep my existing phone number? A: Yes. DOLU.ai supports number porting. You can transfer your existing business phone number to the VoIP system. Porting typically takes 5-15 business days depending on your current provider.

Q: Are international calls supported? A: Yes. You can make and receive international calls. International call rates vary by destination country. View current rates in Settings → Channels → VoIP & Calls → Rates.

Q: Can the AI Agent handle phone calls? A: AI-powered voice calls are on the DOLU.ai roadmap. In the future, the AI Agent will be able to answer inbound calls, qualify leads, schedule appointments, and handle common support questions via voice — just as it does today on text-based channels.

Q: Is call recording compliant with regulations? A: DOLU.ai provides tools for compliance (recording disclosure in IVR greetings, per-call recording control), but you are responsible for ensuring compliance with your local regulations regarding call recording consent.

Q: How many concurrent calls can my account handle? A: Concurrent call limits depend on your subscription plan. Check Settings → Billing for your plan's call capacity. Additional concurrent call slots can be purchased as add-ons.