Calls — Setup & Usage | FieldCamp

FieldCamp Calls turns your browser into a full business phone system powered by Twilio. With the FieldCamp Twilio voice calls add-on you can make and receive calls, route inbound traffic dynamically across multiple numbers, record conversations with localized consent prompts, and get AI-generated summaries linked to the right client record. It lives inside the FieldCamp Inbox alongside email, SMS, and tasks.

What You Need Before Starting

• Admin access in FieldCamp — only admins can configure phone services. See roles and permissions.
• 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 of at least 1 Mbps up/down per concurrent call.
• Calls add-on installed from the add-ons catalog.

Setting Up the Calls Add-on

Configure Number Settings

Each Twilio number you purchase becomes a fully independent inbound endpoint. Click Configure on any number to set the following:

Voicemail Greeting — Record vs. Upload

You have two ways to set up a voicemail greeting:

• Record in-browser — Click Record Greeting, grant microphone access, and capture up to 60 seconds. You can preview and re-record before saving.
• Upload audio file — Click Upload Greeting and select an MP3 or WAV file. Use this for professionally produced greetings.

Business Hours Rules

Business hours determine when a number rings your team versus going straight to voicemail or a forwarding number.

1. Open the number's settings and toggle on Business Hours.
2. Set the timezone — this is critical for multi-region teams.
3. For each weekday, set open and close times, or mark the day Closed.
4. Choose what happens outside hours: Voicemail or Forward to number.

Call Forwarding Per Number

Call forwarding lets you point a single number to a backup destination (mobile, answering service, or another Twilio number) without losing the recording or AI summary workflow.

• Always forward — every inbound call routes to the forwarding number.
• Forward when busy — used when your team is on other calls.
• Forward after hours — pairs with Business Hours.
• Forward on no answer — rings the FieldCamp client for a configurable number of seconds, then forwards.

Dynamic FCM-to-Number Routing

FieldCamp uses Firebase Cloud Messaging (FCM) to deliver inbound call notifications to the right device. Recent releases introduced dynamic FCM-to-number routing, where each Twilio number is linked to a specific pushCredentialSid so calls light up only the team members who own that line.

How it works:

• When you purchase or claim a number, FieldCamp registers it against your Twilio Push Credential and stores the mapping in the number's settings.
• When a call comes in, Twilio uses the dynamic pushCredentialSid to send the VoIP push to the correct subset of devices — not your entire org.
• If multiple users share a number, all of their browsers ring simultaneously and the first to answer takes the call.
• If you change ownership of a number, FieldCamp regenerates the credential binding automatically — no manual TwiML edits required.

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) and click Call.

From a Client Profile

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

All calls made from a client profile are automatically linked to that client's record and visible in the communication records timeline. For an overview of every channel that lands in this view, see client calls, emails and SMS.

During a Call

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

• Mute / Unmute your microphone
• Hold the call (plays default hold music)
• End Call to disconnect
• Drag the 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 — it goes to voicemail automatically after the no-answer timeout.

Calls Add-on + AI Call Add-on

The Calls add-on and the AI Call add-on are designed to co-exist. The AI Call add-on is powered by FieldCamp's voice agents, which can be configured from the AI agents marketplace. Here is how they share inbound traffic:

• Calls add-on only — every inbound call rings your team's browsers; missed calls drop into voicemail.
• AI Call add-on only — every inbound call is auto-answered by the AI agent who triages, books, or routes to a human.
• Both add-ons active — you choose per number whether to ring humans first (with AI as overflow) or auto-answer with AI (with escalation to humans). Configure this on the AI Auto-Answer toggle inside each number's settings.

Call History, Transcriptions, and AI Summaries

Click Inbox > Calls to see every call. Each entry shows caller, timestamp, duration, and direction. Use the filter bar to narrow to Missed, Received, Outgoing, or All.

Click any call to expand:

• Recording playback with adjustable speed
• Full transcription of the conversation
• AI Summary — key points, sentiment, and action items
• Call metadata — duration, timestamps, linked client

If you're looking for call recordings from AI Dispatcher workflows, the same data lives in this view — see reviewing call recordings and summaries for the cross-reference.

Improve with AI

If a transcription contains background noise, accents, or technical jargon that the default model missed, click Improve with AI. This re-runs the recording through an enhanced model and rewrites both the transcript and the summary. The original is preserved in the call's revision history. Use this on important sales calls or disputed conversations. AI actions like this consume AI credits from your workspace balance.

Recording Consent and Localization

When recording is enabled on a number, FieldCamp plays an automatic consent prompt at the start of every call. This prompt is localized to the caller's region:

• US/CA callers hear an English consent notice that aligns with two-party-consent state laws.
• UK/EU callers hear a GDPR-aligned notice in English.
• Other regions default to the language configured on your company profile in FieldCamp settings.

You can override the default prompt by uploading a custom recording in Number Settings > Recording > Consent Prompt.

Voicemails

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

• Play the recording and read the transcription
• View the AI summary
• Call back, send a text, or create a follow-up task — see managing tasks

Client Linking and Unknown Numbers

FieldCamp automatically links calls to clients using the phone number on file. If a call comes from an unknown number, click the call, choose Create Client, fill in the details, and save — the client creation flow only requires a name and one contact field. The call is now linked.

Charges and Compliance

• Twilio charges apply for numbers (monthly), calls (per minute), and SMS (per message). Monitor usage in the Twilio Console.
• US 10DLC compliance is required for business SMS on US local numbers. Register your brand and campaign in Twilio before sending — full steps in A2P 10DLC and toll-free verification. See two-way text messaging for the full SMS flow.
• Recording consent prompts are auto-played as described above.

Troubleshooting

For broader integration issues, see the FieldCamp troubleshooting guide.

FAQs

Can I run multiple numbers with different greetings and hours? Yes. Each Twilio number you purchase has its own friendly name, voicemail greeting, business hours, forwarding rules, and recording settings — fully independent of the others.

What happens if both my team and the AI auto-answer are enabled? You choose per number whether AI answers first with human escalation, or humans ring first with AI as overflow. Configure on the number's AI Auto-Answer toggle.

How do I change which devices ring for a number? Reassign the number's owners under Number Settings. FieldCamp regenerates the FCM credential binding automatically.

Can I record only some calls? Yes — toggle recording per number, not per call. If you need granular control, create one always-recorded number for sales and one never-recorded number for sensitive conversations.

Is the AI summary editable? The original summary is read-only, but Improve with AI rewrites it using an enhanced model and preserves the original in revision history.

Best Practices

• Use a headset for the best audio quality
• Review AI summaries after important calls and create follow-up tasks immediately
• Set friendly names so dispatchers can identify lines at a glance
• Keep voicemail greetings under 20 seconds with a clear next step
• Test inbound and outbound calls with a teammate before launching to clients

Related articles

• Inbox overview
• Two-way text messaging
• Communication records for clients
• Managing tasks
• AI email composer
• A2P 10DLC and toll-free verification
• Voice agents
• Reviewing call recordings and summaries
• Client detail page actions
• FieldCamp add-ons explained