Answer calls from your browser
Receive calls to your connected Twilio phone number directly in HEDESU. Choose which agents can answer each line. Incoming calls are offered to assigned agents who are online and ready to take a call.
Call customers without switching tools
Start an outbound call to a saved customer phone number from a contact or customer conversation. You can also call back from the Calls workspace when the call has a linked contact and saved number.
Keep control during the conversation
Use the browser’s built-in calling panel to mute your microphone, put a caller on hold, resume the conversation or end the call.
Keep the outcome with the call
Review incoming and outgoing calls in one workspace, including missed calls, the handling agent and call duration. Add internal wrap-up notes and an outcome such as Resolved, Follow-up required or Sales opportunity.
Find previous calls by contact or phone number, then filter by date, agent, channel, status or outcome.
Connect your Twilio number
- Open Channels in your HEDESU space and choose Twilio Phone.
- Verify your Twilio account using your Account SID and Auth Token.
- Select an existing voice-capable Twilio phone number, name the line and choose its answering agents.
- Allow microphone and desktop notification access, then make yourself available to receive calls.
You can also choose a default outbound line and customize the message callers hear when your team is unavailable.
Frequently asked questions
Do I need my own Twilio account and phone number?
Yes. Connect your Twilio account and select a voice-capable phone number owned by that account. Your HEDESU plan must also have voice calling enabled.
Do agents need a separate phone application?
Agents make and receive calls through HEDESU in a desktop browser. They need microphone access, desktop notifications and a ready calling connection.
Does HEDESU record the call audio?
Audio recording is currently disabled in this integration. HEDESU keeps call details, outcomes and internal wrap-up notes.