Use the Twilio Voice app in BoldDesk to place and receive calls, quickly dial numbers from Contacts (click‑to‑call), review call history, and track tickets and activities generated for outbound, inbound, and missed calls. This guide walks you through each workflow so agents can handle calls efficiently and keep perfect records—without leaving BoldDesk.

Make a New Call

1. Click the Twilio Voice icon in the bottom left corner of BoldDesk Agent portal.

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2. Choose a Twilio Number from the available options in Twilio Number Configuration.

   

3. Select the contact by searching such as Name or Email or PhoneNumber.

4. Click the Call button to place the call.

Click‑to‑Call from Contacts

Agents can quickly call a phone number by clicking on it in the Contacts page or any other page, and it will automatically appear in the Twilio Voice dialer for immediate use.

View Call History

1. Click the History icon in the call widget.

   

2. Filter your call log to view All calls or Missed calls.

   

Tickets & Activities for Calls

Twilio Voice automatically creates or updates a ticket and logs a call activity for every phone interaction—outbound, inbound, or missed. Each activity records key details such as direction (inbound/outbound), outcome (answered/missed), caller/callee, matched contact (if available), assigned agent, timestamp and duration, and the recording link (if enabled). Missed calls are also ticketed to ensure timely follow‑up and complete audit trails.

Example (Ticket for inbound calls):

Frequently Asked Questions (FAQs)

1) How do I make a Twilio voice call from BoldDesk?
Click the Twilio Voice icon (bottom-left), select a Twilio number, search a contact by name/email/phone (or type a number), then click Call.

2) How does Click‑to‑Call work in Twilio voice within BoldDesk?
Click any phone number on the Contacts page (or other pages) and it opens in the Twilio Voice dialer, using your currently selected Twilio number as the caller ID.

3) Where can I see my Twilio voice call history in BoldDesk?
Open the call widget and click the History icon. Use the filter to switch between All calls and Missed calls.

4) Are tickets and activities created for Twilio voice calls in BoldDesk?
Yes—BoldDesk automatically creates/updates a ticket and logs a call activity for outbound, inbound, and missed calls, including details like direction, outcome, contact (if matched), agent, timestamp/duration, and a recording link (if enabled).