Overview
The Phone settings page manages the phone numbers on the selected client's Twilio sub-account. It is deal-scoped, so use the client switcher at the top to pick a client first. Employees see a Dialer Setup section that controls where prospect callbacks and voicemail route (the CRM dialer or the legacy system) plus an inline Assigned to dropdown on each number; clients see only the voicemail greetings table. Both employees and clients can record a greeting in the browser, upload a pre-recorded audio file, listen to the active greeting, or delete it on the numbers they own. The greeting fallback chain is: a custom per-number greeting, then the assigned SDR's personal greeting, then the default spoken line.
How to use this page
Select a client
Use the client switcher at the top to choose the client whose phone numbers you want to manage. The page is deal-scoped, so every number, greeting, and routing setting belongs to that client. If the client has no Twilio sub-account or no numbers yet, an empty-state message explains what to do.
Set up inbound routing (Dialer Setup, employees only)
If you are an employee, the Dialer Setup section sits above the greetings table. It shows the current Inbound routing badge (CRM Dialer or Legacy) and a readiness checklist: whether a Twilio sub-account exists, how many active numbers the client has, and how many of those are assigned to a user. A warning callout appears when any active number is not assigned to a user, prompting you to assign it below before enabling the CRM dialer. Click Enable CRM Dialer to route callbacks and voicemail into this app (to the user assigned to each number); the button is disabled until the client has at least one active number. Clicking either toggle is a two-step confirm: click the button, then click Confirm Enable CRM Dialer or Confirm switch to Legacy to apply, or Cancel to back out. Outbound dialing is unaffected by this setting. Clients never see this section and can never switch routing to Legacy.
Assign numbers to users (employees only)
In the greetings table, the Assigned to column shows whose browser rings when a prospect calls that number back. Employees get an inline dropdown per number with an Unassigned option plus two groups: Client users (people on this client's deal) and SalesHive team (internal employees). Pick a person to reassign the number; the change saves immediately and the readiness checklist updates. Clients see the assigned person's name as read-only text and cannot reassign numbers. Assigning a number to a client user is how a platform-only client (one with no SDR) gets a UI path to receive inbound callbacks.
Review the voicemail greetings table
Each row is one phone number. Columns show the phone number and friendly name, the assigned user, the active greeting (a badge plus duration and last-updated date), a Listen audio player, and the action buttons. A green Custom badge means a per-number greeting is saved. A purple SDR Greeting badge means no custom greeting exists but the assigned SDR has a personal one. A gray No greeting badge means neither exists, so the default spoken line plays when a prospect calls.
Record a greeting in your browser
Click Record, allow microphone access when your browser asks, speak your greeting, then click Stop & Save. The recording is uploaded as a webm file and transcoded to MP3 on the server. Click Cancel to discard without saving. Both employees and clients can record greetings on the numbers they own.
Upload a pre-recorded audio file
Click Upload and pick an audio file from your computer (MP3, WAV, or any common audio format). The file is saved as that number's custom greeting. You see a success toast when it uploads, and the row's Active Greeting column updates to show the Custom badge with the new duration and date. Both employees and clients can upload greetings on the numbers they own.
Listen to the active greeting
The Listen column has an inline audio player for any number with a custom or SDR greeting. Play it back to audit what a prospect hears when they call that number. A muted dash means no custom or SDR greeting exists, so the default spoken line plays.
Delete a greeting
Click Delete (only shown when a custom greeting exists) to start a two-step confirm. Click Confirm to remove the greeting, or Keep to cancel. After deleting, the number falls back to the assigned SDR's personal greeting, then the default spoken line. You can re-record or re-upload a greeting at any time. Both employees and clients can delete greetings on the numbers they own.
What the buttons do
- Enable CRM Dialer
- Dialer Setup, employees only. Starts the two-step confirm to route inbound callbacks and voicemail into the CRM dialer. Disabled until the client has at least one active number.
- Confirm Enable CRM Dialer
- Dialer Setup. Second step of the enable confirm; applies the switch to CRM inbound routing.
- Switch back to Legacy
- Dialer Setup, employees only, shown when inbound is already on CRM. Starts the two-step confirm to move inbound routing back to the legacy system.
- Confirm switch to Legacy
- Dialer Setup. Second step of the switch-back confirm; applies the switch to Legacy inbound routing.
- Cancel (dialer flip)
- Dialer Setup. Aborts the enable or switch-back confirm without changing routing.
- Assigned to (dropdown)
- Per-number, employees only. Inline dropdown to choose whose browser rings on a callback: Unassigned, a Client user, or a SalesHive team member. Read-only text for clients.
- Record
- Per-number. Starts recording a voicemail greeting from your browser microphone.
- Stop & Save
- Per-number. Stops the in-browser recording and saves it as that number's custom greeting.
- Cancel (recording)
- Per-number. Discards the in-progress recording without saving.
- Upload
- Per-number. Opens a file picker to upload a pre-recorded audio file as the custom greeting.
- Delete
- Per-number, only shown when a custom greeting exists. Starts the two-step delete confirm.
- Confirm (delete)
- Per-number. Second step of the delete confirm; removes the custom greeting.
- Keep
- Per-number. Cancels the delete confirm and keeps the greeting.
- Listen (audio player)
- Per-number. Inline audio player to play back the active custom or SDR greeting.