Calls — Setup & Usage | FieldCamp

FieldCamp Calling lets you make and receive phone calls directly from your browser. Every call is automatically recorded, transcribed, and linked to the right client record. AI generates summaries with key points and action items so you never have to re-listen to a full recording.

What You Need Before Starting

• Admin access in FieldCamp (only admins can set up phone services)
• Twilio account — sign up at twilio.com if you do not have one
• Modern browser with a working microphone (Chrome, Firefox, Safari, or Edge)
• Stable internet connection

Setting Up the Calls Add-on

Step 1 — Enable the Add-on

1. Click Settings in the left sidebar
2. Click Addons
3. Find the Calls add-on and click Install

You will see "Calls connected successfully" and be redirected to the Calls Management page.

Step 2 — Connect Your Twilio Account

1. On the Calls Management page, click Setup Twilio Account
2. Log into twilio.com and open the Console
3. Copy your Account SID
4. Click the eye icon next to Auth Token to reveal it, then copy it
5. Return to FieldCamp and paste both credentials into the setup fields
6. Click Validate Credentials

You will see your Twilio account details with a "Connected" status.

Step 3 — Purchase a Phone Number

1. Click Add Phone Number
2. Click Buy New Number
3. Select your country and optional area code
4. Choose capabilities — Voice, SMS, or both
5. Pick a number from the list and click Purchase

The number appears in your FieldCamp phone numbers list immediately. Repeat to add more numbers for different departments or team members.

Step 4 — Configure Number Settings

For each number, you can configure:

Making Calls

From the Inbox

1. Click Inbox in the left sidebar
2. Click the Calls tab
3. Click the Call button in the top-right corner
4. Select your Caller ID from the dropdown (if you have multiple numbers)
5. Enter the phone number (any format with country code)
6. Click Call to start

From a Client Profile

1. Open a client's detail page
2. Click the Call dropdown at the top-right corner
3. Select the number to call the client

All calls made from a client profile are automatically linked to that client's record.

During a Call

The call widget shows caller name, number, and duration. You can:

• Mute / Unmute your microphone
• End Call to disconnect
• Drag the call widget to reposition it on screen

Receiving Calls

When an incoming call arrives:

1. A browser notification appears with the caller's information
2. Click the green Accept button to answer
3. Click the red Decline button to send to voicemail
4. Or ignore the call — it goes to voicemail automatically

Call History

1. Click Inbox > Calls to see all calls
2. Each entry shows the caller, timestamp, duration, and call type

Filtering Calls

Click the Filter dropdown to show only:

• Missed calls
• Received calls
• Outgoing calls
• All calls

Call Details and Recordings

Click any call to expand its details:

• Recording playback — listen to the full conversation
• Transcription — read the complete text of the call
• AI Summary — key points, sentiment, and action items
• Call metadata — duration, timestamps, and linked client

You can download recordings to your device or copy the recording link to share with team members.

Transcriptions and AI Summaries

FieldCamp automatically transcribes recorded calls and generates an AI summary that includes:

• Key discussion points
• Overall sentiment
• Suggested action items

If a transcription needs improvement, click Improve with AI to reprocess it with enhanced accuracy.

Voicemails

Voicemails appear in the Calls tab with a special voicemail icon. For each voicemail you can:

• Play the recording
• Read the transcription
• View the AI summary
• Respond by calling back, sending a text, or creating a follow-up task

Client Linking

FieldCamp automatically links calls to client records using the phone number on file. If a call comes from an unknown number:

1. Click the call in your history
2. Click Create Client
3. Fill in the client details and click Save

The call is now linked to the new client profile.

Bulk Actions

Select multiple calls using checkboxes to perform bulk actions like deleting recordings.

Troubleshooting

Charges and Compliance

• Twilio charges apply for phone numbers (monthly), calls (per minute), and text messages (per message). Monitor usage in the Twilio Console.
• US SMS compliance requires A2P 10DLC registration for business text messaging on US local numbers. Set this up in your Twilio account.
• Recording consent — when recording is enabled, FieldCamp plays an automatic notice to callers. Confirm this meets your local legal requirements.

Best Practices

• Use a headset for the best call quality
• Review AI summaries after important calls and create follow-up tasks immediately
• Set friendly names on phone numbers so your team can identify them at a glance
• Test calls with a teammate before using them with clients
• Link unknown callers to client records right away so the history stays connected

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Related Articles

• Two-Way Text Messaging — Send and receive SMS from FieldCamp
• Communication Records — View call history on the client detail page
• Inbox Overview — How the unified inbox works
• Command Centre — Use AI to make calls and search history