Phone, outreach, dialer, and compliance

Phone numbers

Open Chat & Voice → Phone Numbers to review numbers available to the workspace. Acquisition, assignment, inbound routing, outbound identity, geographic capability, and supported messaging depend on provider, plan, country, and registration status.

Before assigning a number, document its purpose, public identity, agent or destination, owner, business hours, fallback, recording behavior, and expected monthly usage. Test inbound and outbound behavior from an external device.

Messaging compliance

Open Chat & Voice → Messaging Compliance to review required registration or trust-center steps. Approval can depend on business identity, use case, opt-in evidence, sample messages, website policies, and provider review. Do not treat submission as approval.

Maintain consistent business names, domains, privacy information, and messaging examples. Only send the approved use case and honor opt-outs across manual sends, campaigns, agents, and automations.

Outreach contacts and campaigns

Use Chat & Voice → Contacts for the audience used by voice outreach and Campaigns for coordinated outbound activity. Before importing or selecting contacts:

• Confirm source, consent, timezone, number validity, suppression, and owner.
• Remove internal tests from production segments and production contacts from tests.
• Define campaign purpose, schedule, caller identity, agent, retry policy, and stop conditions.
• Keep audience size small for the first run.

Monitor campaign status, call outcomes, usage, and complaints. Pause before editing a live campaign if the product does not explicitly state how in-progress work is handled.

Power Dialer

Chat & Voice → Power Dialer supports an operator working through an approved call list. Confirm list order, contact context, caller identity, notes, disposition behavior, and next-step ownership. Do not let speed override wrong-party checks, consent, or local calling rules.

Calendar, SMS, and actions

Calendar and SMS capabilities use connected actions. Verify the provider, availability window, timezone, required inputs, conflict handling, and confirmation behavior. An agent should not claim an appointment or message succeeded until the downstream result confirms it.

Recordings and analytics

Use Recordings for authorized quality review and Analytics for trends. Restrict downloads and sharing. Review a representative sample of successes, failures, escalations, opt-outs, and action attempts—not only high-scoring calls. Report date ranges and provider states can lag live activity.