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Phone

Open Workspace Settings → Phone to set workspace defaults. To configure who answers a specific number, use that number's Settings; see Phone Voice.

Set the outgoing number​

Choose Default Phone Number, then save your changes. It supplies the number for outbound calls and SMS when the operation does not select another number. A Workflow can select its own number.

Enable Audio Recording​

Turn on Enable Audio Recording and save to enable voice-call recording. To find and play recordings, see Call Recordings.

Enable Voicemail Detection​

Turn on Enable Voicemail Detection and save to detect answering machines on Agent-initiated outbound calls. Recording is a separate setting.

Detection alone does not configure a voicemail message. For a recording that plays when voicemail answers, follow Play Audio: voicemail drop and test both a voicemail answer and a human answer on a number you control.

Choose a transcription model​

Choose a Transcription Model for live operator sessions, then save. The selector lists the models available to this workspace. Choose None to disable live operator transcription.

This setting controls operator-session transcription; it does not select the Agent's voice model. See Voice for Agent voice configuration.