Voice360 Documentation

Complete guide to Voice360 - your all-in-one business phone system with built-in CRM and AI capabilities. Learn how to set up and manage your phone system, create intelligent call flows, and leverage AI voice agents.

Looking for API Documentation? Visit our dedicated API documentation for complete endpoint references, authentication guides, and code examples in multiple languages.

Core Concepts

Voice360 is a complete business phone system with built-in CRM and AI capabilities. Understanding these core concepts will help you make the most of the platform.

Phone Numbers

Phone numbers are the foundation of your Voice360 system. You can get new local or toll-free numbers instantly, or port your existing numbers.

  • Local Numbers: Geographic numbers with area codes for local presence
  • Toll-Free Numbers: 1-800, 1-888, 1-877 numbers for nationwide reach
  • Number Porting: Transfer existing numbers from other carriers (5-7 business days)
  • SMS/MMS Capability: Enable text messaging on your numbers (requires 10DLC registration)

Call Flows

Call flows determine how incoming calls are handled and routed through your system. Every phone number starts with a Basic Call Flow by default.

Basic Call Flows (Default)

When you order a new phone number, it comes with a Basic Call Flow by default. This is the simplest setup:

  • Ring assigned users: Calls ring the users assigned to this number
  • Voicemail fallback: If no one answers, calls go to the phone number's voicemail
  • No complex routing: Simple, straightforward call handling

Perfect for: Small teams, direct lines, or when you just need a working phone number quickly.

Advanced Call Flows

For sophisticated call routing and automation, create an Advanced Call Flow using our visual editor:

  • IVR/Menu System: "Press 1 for Sales, 2 for Support, 3 for Billing"
  • Time-Based Routing: Different routing for business hours vs after hours
  • Queue Management: Hold music, position announcements, callback options
  • AI Voice Agents: Intelligent agents that handle calls autonomously
  • Conditional Logic: Route based on caller ID, area code, or custom criteria
  • Multi-level IVR: Create nested menus for complex organizations

Using the Advanced Call Flow Editor

How to Access:

  1. Navigate to Settings → Advanced Call Flows
  2. Click "Create New Call Flow" or edit an existing one
  3. Use the visual drag-and-drop editor to build your flow

The Advanced Call Flow Editor provides a visual interface for building complex call routing logic with drag-and-drop components including:

  • IVR/Menu systems with custom prompts
  • Time-based routing conditions
  • Queue management with hold music
  • AI Voice Agents for automation
  • Ring groups and hunt groups
  • Voicemail with transcription
  • Call recording triggers

Common Advanced Call Flow Examples:

🏢 Professional Office

IVR menu → Department queues → Voicemail fallback

🏥 Medical Practice

Emergency option → Appointment booking AI → Staff queue

🛠️ Service Business

AI agent for quotes → Schedule callbacks → Dispatch queue

Assigning Numbers to Call Flows

  1. Navigate to Settings → Phone Numbers
  2. Click on the phone number you want to configure
  3. Choose between:
    • Basic Call Flow (default) - Simple ring and voicemail
    • Advanced Call Flow - Select from your created flows
  4. Configure SMS handling (if enabled)
  5. Save your changes

Queues & Call Distribution

Queues intelligently distribute incoming calls among available agents.

  • Round Robin: Distribute calls evenly among agents
  • Most Idle: Route to the agent who's been available longest
  • Fewest Calls: Route to agent with least calls today
  • Priority Agents: Set agent priorities for call distribution
  • Queue Callbacks: Let callers request a callback instead of waiting

Live Panel Groups & Permissions

Control what your supervisors can see in the Live Panel using a two-part system: User Permissions (what actions they can take) and Groups (what users/queues they can see).

How It Works

Permissions are set per-user in User Settings. Groups control visibility - members of a group can only see the users and queues assigned to that group. Users not in any group can see everything.

User Permissions (Per-User)

Set these in Settings → Users → Edit User → Live Panel:

  • Listen: Silently monitor live calls without agents or customers knowing
  • Whisper: Coach your agents during calls - only they can hear you, not the customer

Permissions are enabled/disabled per user and apply across all groups they belong to.

Groups Control Visibility

Groups determine WHO can be monitored, not what actions are allowed:

  • Group Members: Supervisors/managers who can monitor others (if they have listen/whisper permissions)
  • Visible Users: Agents who can be monitored by group members
  • Visible Queues: Queues that group members can see in the Live Panel
Combined Access: If a user is a member of multiple groups, they see the combined list of all visible users and queues from all their groups.

Common Use Cases

1. Department Segregation

Goal: Sales supervisors only see sales team, support supervisors only see support team

  • ✓ Create "Sales Team" group → Add sales supervisor as member → Add sales agents as visible users → Add sales queue
  • ✓ Create "Support Team" group → Add support supervisor as member → Add support agents as visible users → Add support queue
  • ✓ Enable listen/whisper permissions for each supervisor in their User Settings
2. Quality Assurance Team

Goal: QA team can listen to all calls but cannot whisper

  • ✓ Create "QA Monitoring" group → Add QA staff as members → Add all agents as visible users
  • ✓ In User Settings for QA staff: Enable Listen, disable Whisper
3. Multi-Department Manager

Goal: Manager oversees both sales and support teams with full coaching ability

  • ✓ Add manager as member of both "Sales Team" AND "Support Team" groups
  • ✓ In User Settings for manager: Enable both Listen and Whisper
  • ✓ Manager automatically sees all users/queues from both groups

Setting Up Permissions & Groups

Step 1: Configure User Permissions
  1. Navigate to Settings → Users
  2. Click on a user to open their details panel
  3. Go to the "Live Panel" tab
  4. Toggle Listen and/or Whisper permissions as needed
  5. Click Save
Step 2: Create Groups for Visibility Control
  1. Navigate to Settings → Live Panel Settings
  2. Create Group: Click "Create New Group" and name it (e.g., "Sales Supervisors")
  3. Manage Members: Add supervisors/managers as members (they will monitor others)
  4. Manage Visible Users: Add agents as visible users (they will be monitored)
  5. Manage Queues: Add queues that members should see
  6. Save: Members immediately see only their assigned visible users/queues
Security Best Practice: Only grant whisper permissions to supervisors and trainers who need real-time coaching capabilities. Use listen-only permissions for quality assurance and monitoring roles.

Voicemail to Email

Never miss important messages with automatic voicemail transcription and email delivery.

  • Email Delivery: Voicemails sent to your email as audio attachments
  • Transcription: Automatic text transcription of voicemail messages
  • Custom Greetings: Record personalized voicemail greetings
  • Visual Voicemail: Access voicemails from the web dashboard

Call History & Recording

Complete visibility into all calls with detailed history and optional recording.

  • Call Logs: Detailed records of all inbound and outbound calls
  • Call Recording: Automatic or on-demand call recording
  • Transcriptions: AI-powered call transcriptions for review and search
  • Call Tags: Tag and categorize calls for reporting
  • Export Data: Download call history and recordings

Analytics & Reporting

Real-time and historical analytics to optimize your communications.

  • Call Volume: Track incoming and outgoing call patterns
  • Agent Performance: Monitor talk time, hold time, and call outcomes
  • Queue Metrics: Average wait times, abandonment rates
  • Campaign Analytics: Track performance of outbound campaigns
  • Custom Reports: Build reports with filters and date ranges

CRM Features

Built-in CRM capabilities to manage your customer relationships with automatic contact tracking.

Automatic Contact Creation

Voice360 automatically creates contacts for every call

When any call comes in or goes out, Voice360 automatically creates a contact record if one doesn't exist. This means you never lose track of who's calling your business - every interaction is captured and stored centrally.

How Automatic Contact Creation Works:
  1. Inbound Calls: When someone calls your Voice360 number, a contact is instantly created with their phone number
  2. Outbound Calls: When you make a call, the recipient is automatically added to your contacts
  3. Smart Matching: If the phone number already exists, the system updates the existing contact instead of creating duplicates
  4. Activity Tracking: Every call, SMS, voicemail, and interaction is automatically logged to the contact's timeline
  5. Global Contact View: Access all contacts from the central Contacts dashboard, regardless of which user or number they interacted with
Contact Information Captured:
  • Phone Number: Primary identifier for the contact
  • Call History: Complete log of all calls (time, duration, recording)
  • SMS History: All text message conversations
  • Voicemails: Recordings and transcriptions
  • Call Recordings: If enabled, linked to the contact record
  • Notes & Tags: Add manually or through automation
  • Custom Fields: Industry-specific data you define
Pro Tip: You can enrich contact data later by adding names, emails, company info, and custom fields. The automatic creation ensures you never miss capturing a lead, even if you don't have all their information initially.

Additional CRM Features

  • Contact Management: Edit and enrich automatically created contacts
  • Custom Fields: Add industry-specific data fields
  • Tags & Segments: Organize contacts for targeted outreach
  • Activity Timeline: See all interactions in one place
  • Lead Scoring: Automatically qualify and prioritize leads
  • Bulk Actions: Tag, export, or update multiple contacts at once
  • Contact Import/Export: CSV upload and download capabilities

Integrations

Connect Voice360 with your existing business tools.

  • CRM Systems: Salesforce, HubSpot, and industry-specific CRMs
  • Zapier: Connect with 5000+ apps
  • Webhooks: Real-time event notifications
  • API Access: Build custom integrations
Pro Tip: Start with a basic call flow and gradually add advanced features as you become familiar with the platform. Use the Live Panel to monitor calls in real-time and ensure everything is working as expected.

RoofIQ Integration

Coming soon...

Salesforce Integration

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HubSpot Integration

Coming soon...

Zapier Integration

Coming soon...

Custom Webhooks

Coming soon...

Voice Agents

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Campaigns

Coming soon...

Workflows

Coming soon...

Integrations Overview

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Training Your AI

Coming soon...

Prompt Engineering

Coming soon...

Multi-Language Support

Coming soon...

Emotion Detection

Coming soon...

Best Practices

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Troubleshooting

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FAQ

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Changelog

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