Twilio Call / Message

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Twilio Call

What is Twilio Call?

Twilio Call (CallProof Voice) lets you place and receive business calls from the CallProof app using your company Twilio number. Calls are logged in CallProof, and you can dial from Keypad, Recents, Contacts, Accounts, or during chat.

Twilio Call is available only when Twilio is enabled for your company and you have a Twilio caller ID assigned. If the Call button is missing on Home, contact your administrator.

How to navigate

Mobile Home → floating Call button (right side) Opens the Twilio Call tabs screen (Keypad, Voicemail, Recents, Contacts).

Other entry points:

Using Twilio Call

  1. Confirm Twilio is enabled and you have a caller ID (Settings / admin).
  2. From Home, tap the Call button.
  3. Use Keypad to dial, or pick a number from Call Recents / Twilio Contacts.
  4. Tap Call to place the call.
  5. On the Active call screen, mute, use speaker, open keypad, add notes, or record a voice message as needed.
  6. Tap End when finished.
  7. Review the call later in Call Recents or Voicemail.

Features include

Twilio Call button (Home)

What is Twilio Call button (Home)?

The floating Call button on Mobile Home opens CallProof Voice (Twilio) dialer tabs.

How to navigate

Mobile Home → Call button (right-side floating stack)

Using Twilio Call button (Home)

  1. Open Home after login.
  2. Look for the Call button (shown when Twilio caller ID is assigned and Twilio is enabled).
  3. Tap Call to open Keypad / Voicemail / Recents / Contacts.
  4. Badge count shows recent Twilio call activity when available.

Features include

  • Floating Call shortcut – Quick access from Home.
  • Caller ID required – Hidden if Twilio number/caller ID is missing.
  • Count badge – Shows Twilio call activity count when returned by the API.
  • Internet / token – App loads Twilio access token for VoIP calling.

Twilio Call tabs

What are Twilio Call tabs?

Twilio Call tabs are the bottom tabs inside CallProof Voice: Keypad, Voicemail, Recents, and Contacts.

How to navigate

Mobile Home → Call → Twilio Call tab bar

Using Twilio Call tabs

  1. Open Twilio Call from Home.
  2. Tap KEYPAD to dial.
  3. Tap VOICEMAIL to listen to messages.
  4. Tap RECENTS to view call history.
  5. Tap CONTACTS to find accounts and call.
  6. Dismiss / back to return to Home.

Features include

Keypad

What is Keypad?

Keypad is the Twilio dial pad where you enter a phone number and place a CallProof Voice call.

How to navigate

Twilio Call tabs → KEYPAD

Using Keypad

  1. Open Keypad.
  2. Enter the phone number on the pad.
  3. Use clear/backspace if you mistype.
  4. Tap the green Call button.
  5. Allow microphone access if prompted.
  6. Complete the call on the Active call screen.
  7. If the number is invalid, CallProof shows “Enter Valid Number.”

Features include

  • Number pad – Dial digits for outbound calls.
  • Call button – Places the Twilio call.
  • Clear / edit number – Fix the dialed number before calling.
  • Hide keypad – Collapse pad when needed during/after dialing.
  • End / Save after call – Call Ended state with save action when applicable.
  • Mic permission – Required to place voice calls.

Active call screen

What is Active call screen?

The active call screen is the in-call UI for an ongoing Twilio call (outbound or incoming).

How to navigate

Place or answer a Twilio call → Active call screen opens automatically

Using Active call screen

  1. While on a call, review company/contact name and number.
  2. Tap Mute to mute/unmute your mic.
  3. Tap Speaker to switch audio output.
  4. Tap Keypad to send DTMF digits (extensions, menus).
  5. Add Contact Type, Notes, or Add Account if the number is unknown.
  6. Use Record / Voice message options when available.
  7. Tap End to hang up.
  8. Use Save after the call when prompted.

Features include

  • Caller identity – Company name, person name, profile image.
  • Mute – Mute/unmute microphone.
  • Speaker – Speakerphone on/off.
  • In-call keypad – Dial tones during the call.
  • Past Notes – View/add notes related to the contact.
  • Contact Type – Assign/save contact type.
  • Add Account – Create or link an account for unknown numbers.
  • Record voice message – Record voicemail-style audio when available.
  • End call – Hang up the active call.
  • Incoming and outbound – Same screen for both call directions.

Call Recents

What is Call Recents?

Call Recents (call log) lists your Twilio call history—outgoing, incoming, and missed—grouped by date.

How to navigate

Twilio Call tabs → RECENTS

Using Call Recents

  1. Open Recents.
  2. Scroll call history by date.
  3. Tap Filter to narrow by type, date range, or keyword.
  4. Search by name or keyword.
  5. Tap a row to call back or open related actions.
  6. Message the number when messaging is available.
  7. Link unknown numbers to a new or existing account if prompted.
  8. Pull to refresh.

Features include

  • Call history list – Outgoing, Incoming, Missed.
  • Type filter – All / Outgoing / Incoming / Missed.
  • Date from / Date to – Filter by date range.
  • Search – Search name or keyword; also search existing contact.
  • Clear All Filters – Reset filters.
  • Missed call highlight – Missed calls shown in red.
  • Callback – Call the number again from the log.
  • Message from Recents – Open SMS / Twilio message for that number.
  • Add / link account – Save unknown callers into CallProof.

Voicemail

What is Voicemail?

Voicemail shows Twilio voicemail recordings left for your CallProof Voice number.

How to navigate

Twilio Call tabs → VOICEMAIL

Using Voicemail

  1. Open Voicemail.
  2. Select a voicemail entry.
  3. Tap play/pause to listen.
  4. Use the playback slider to scrub audio.
  5. Share or manage the recording when options are available.
  6. Return to other Twilio tabs as needed.

Features include

  • Voicemail inbox – List of recordings.
  • Play / pause – Listen to messages.
  • Playback slider – Seek within the recording.
  • Share recording – Share voicemail audio when available.
  • Synced list – Loaded from CallProof voicemail data.

Twilio Contacts

What is Twilio Contacts?

Twilio Contacts lets you search CallProof accounts/contacts and place a Twilio call from the Voice tab bar.

How to navigate

Twilio Call tabs → CONTACTS

Using Twilio Contacts

  1. Open Contacts.
  2. Search for an account.
  3. Select a contact/account with a phone number.
  4. Place a Twilio call.
  5. Use menu options (three-dot) when extra actions are available.

Features include

  • Account search – “Search for Accounts.”
  • Contact list – Accounts available for Twilio calling.
  • Call from list – Dial selected contact numbers.
  • Empty state – Shows when no accounts are found.
  • Menu actions – Additional contact options via overflow menu.

Call from Accounts

What is Call from Accounts?

From Accounts (and related contact/people screens), you can call a number with Twilio when enabled, or fall back to the device dialer.

How to navigate

Accounts → open account / people / phones → Call

Using Call from Accounts

  1. Open an account and find phone numbers.
  2. Tap Call.
  3. If Twilio is enabled and caller ID exists, CallProof places a Twilio call.
  4. If Twilio is not available, the native dialer may open instead.
  5. After the call, activity is logged in CallProof when using Twilio.

Features include

  • Account call shortcut – Call without opening Home dialer first.
  • Twilio preferred – Uses CallProof Voice when enabled.
  • Native fallback – Device dialer when Twilio is off / unavailable.
  • Multiple numbers – Choose among contact phone numbers when listed.

Allow Incoming Calls

What is Allow Incoming Calls?

Allow Incoming Calls is the Settings toggle that registers your device for Twilio VoIP so you can receive CallProof Voice calls in the app.

How to navigate

Mobile Home → Settings → Allow Incoming Calls

Using Allow Incoming Calls

  1. Open Settings.
  2. Turn Allow Incoming Calls on.
  3. CallProof registers Twilio for VoIP pushes.
  4. Turn off to unregister and stop receiving Twilio calls on this device.
  5. Keep microphone and notification permissions enabled for reliable incoming calls.

Features include

  • On/off toggle – Enable or disable incoming Twilio calls.
  • Twilio registration – Registers/unregisters VoIP when toggled.
  • Caller ID dependency – Requires Twilio enablement and caller ID.
  • Missed call handling – Missed calls can appear in notifications / Recents.

CallProof Voice Settings

What is CallProof Voice Settings?

CallProof Voice Settings is the Settings area for Twilio/Voice preferences (number display and related voice options).

How to navigate

Settings → CallProof Voice Settings (when available)

Using CallProof Voice Settings

  1. Open Settings.
  2. Open CallProof Voice Settings.
  3. Review your Twilio number / voice options.
  4. Return to Home and use Call / Message buttons as configured.

Features include

  • Voice preferences – Manage CallProof Voice options.
  • Number visibility – Related to your assigned Twilio caller ID.
  • Works with Allow Incoming Calls – Complements the incoming-call toggle.

Twilio Message

What is Twilio Message?

Twilio Message is CallProof’s business SMS inbox. Send and receive texts from your company Twilio messaging number, keep chat history by contact, and use templates or AI help when enabled.

Messaging is available when Twilio messaging (message caller ID) is enabled for your user. If the Message button is missing on Home, contact your administrator.

How to navigate

Mobile Home → floating Message button (right side) Opens the Messages inbox.

Other entry points:

Using Twilio Message

  1. From Home, tap the Message button.
  2. Browse the Messages inbox conversation list.
  3. Tap a conversation to open Twilio Message chat.
  4. Or tap New Message to pick a contact/number.
  5. Type a message, use a template, attach a photo, or Write with AI.
  6. Tap Send.
  7. Use Call from chat if you need to switch to a voice call.
  8. Close to return to Home.

Features include

Twilio Message button (Home)

What is Twilio Message button (Home)?

The floating Message button on Mobile Home opens your Twilio SMS inbox.

How to navigate

Mobile Home → Message button (right-side floating stack, under Call)

Using Twilio Message button (Home)

  1. Open Home.
  2. Tap Message (shown when messaging caller ID is enabled).
  3. Review unread badge count when new messages exist.
  4. Open inbox and continue conversations.

Features include

  • Floating Message shortcut – Quick access from Home.
  • Unread badge – Shows pending Twilio message count.
  • Hidden when disabled – Not shown if message caller ID is off.
  • Pairs with Call button – Call and Message share the Home floating stack.

Messages inbox

What is Messages inbox?

Messages inbox lists your Twilio SMS conversations with name/company, last message preview, time, and unread count.

How to navigate

Mobile Home → Message → Messages screen

Using Messages inbox

  1. Open Messages.
  2. Scroll the conversation list.
  3. Use search to find a chat.
  4. Tap a row to open Twilio Message chat.
  5. Tap New Message (+) to start a new conversation.
  6. Pull to refresh / load more as you scroll.
  7. If Twilio messaging is not configured, CallProof may show “Twilio number not found.”

Features include

  • Conversation list – One row per SMS thread.
  • Unread count badge – Per-conversation unread indicator.
  • Name / number / company – Shows sender identity when known.
  • Last message preview – Latest SMS text snippet.
  • Relative time – Today time, Yesterday, weekday, or date.
  • Search – Find conversations quickly.
  • Empty state – Shown when there are no messages.
  • Close – Return to previous screen / Home.

New Message

What is New Message?

New Message starts a Twilio SMS by searching for an existing contact or entering a recipient.

How to navigate

Messages inbox → New Message (+) button

Using New Message

  1. Tap New Message.
  2. Search “To:” or search existing contacts.
  3. Select a contact/phone number.
  4. Open the chat composer.
  5. For unknown numbers, choose Add New Account or link to an existing account when prompted.
  6. Send your first message.

Features include

  • Recipient search – Find contacts by name/number.
  • Contact picker – Choose from CallProof contacts.
  • Unknown number handling – Add as company phone or new contact/account.
  • Filter options – Narrow contacts when filters are available.
  • Opens chat – Continues into Twilio Message chat.

Twilio Message chat

What is Twilio Message chat?

Twilio Message chat is the conversation screen for one SMS thread—send/receive texts, templates, AI help, photos, and call the contact.

How to navigate

Messages inbox → tap a conversation or New Message → select recipient

Using Twilio Message chat

  1. Open a conversation.
  2. Review message history with the contact/company header.
  3. Type in the message box.
  4. Optional: tap template, photo, or Write with AI.
  5. Tap Send.
  6. Use Call to place a Twilio/native call to the same number.
  7. Use More / Contact Info to manage account linking for unknown numbers.
  8. Scroll to latest messages; new-count button appears when needed.

Features include

  • Chat thread – Full SMS history for the number/contact.
  • Send message – Text outbound SMS via Twilio.
  • Header identity – Name, company, or formatted phone.
  • Message templates – Insert saved templates.
  • Write with AI (SMS) – Generate message text with AI.
  • Message photos – Attach images.
  • Call from chat – Switch to a voice call.
  • Contact Info / More – Account actions for the thread.
  • Add to existing Account / New Account – Link unknown SMS numbers.
  • Clipboard / copy – Copy message text when available.
  • Requires Twilio messaging – Shows alert if token/message caller ID is missing.

Message templates

What are Message templates?

Message templates are saved SMS snippets you can insert into Twilio Message chat instead of typing from scratch.

How to navigate

Twilio Message chat → template / clipboard button

Using Message templates

  1. Open a chat.
  2. Tap the template button.
  3. Choose a saved template from the bottom sheet.
  4. Edit the inserted text if needed.
  5. Tap Send.

Features include

  • Template picker – Bottom template list.
  • Insert into composer – Fills the message box.
  • Editable after insert – Change text before sending.
  • Faster outreach – Reuse common field messages.

Write with AI (SMS)

What is Write with AI (SMS)?

Write with AI helps draft Twilio SMS text inside chat when CallProof AI is enabled.

How to navigate

Twilio Message chat → Write with AI / AI icon

Using Write with AI (SMS)

  1. Open a Twilio chat.
  2. Tap Write with AI (shown when AI + chatbot are enabled).
  3. Describe what you want to say or refine a draft.
  4. Insert the AI text into the composer.
  5. Edit and Send.

Features include

  • Write with AI button – Visible only when AI is enabled.
  • Draft assistance – Generates SMS wording.
  • Editable result – Always review before sending.
  • Same AI family – Related to SMS AI assistance used elsewhere in the app.

Message photos

What are Message photos?

Message photos let you attach an image to a Twilio SMS chat from the camera or photo library.

How to navigate

Twilio Message chat → photo / attach button

Using Message photos

  1. Open a chat.
  2. Tap the photo button.
  3. Choose camera or library (as prompted).
  4. Allow permission if needed.
  5. Attach and send with or without text.

Features include

  • Photo attach – Add images to the conversation.
  • Camera / library – Capture or pick an image.
  • Permission prompts – Camera/photos access required.
  • Send with text – Combine image and message when supported.

Link unknown SMS number

What is Link unknown SMS number?

When an SMS comes from an unknown number, CallProof lets you link it to an existing account or create a new account/contact.

How to navigate

Twilio Message chat → More / Contact Info → Add to existing Account or New Account

Using Link unknown SMS number

  1. Open a chat with an unknown / unlinked number.
  2. Tap More or Contact Info options.
  3. Choose Add to existing Account or create a New Account.
  4. Complete account/contact fields.
  5. Continue messaging with the number now linked in CallProof.

Features include

  • Add to existing Account – Merge number into a known account.
  • New Account – Create account from the SMS number.
  • Company phone / new contact options – How the number is saved.
  • Keeps chat history – Conversation stays available after linking.

Message from Accounts

What is Message from Accounts?

From Accounts, people, or contact phone screens, you can start a Twilio SMS (or native SMS if Twilio messaging is off).

How to navigate

Accounts → account / people / phones → Message

Using Message from Accounts

  1. Open an account phone number.
  2. Tap Message.
  3. If Twilio messaging is enabled, open Twilio chat / AI draft flow.
  4. If not, the device SMS composer may open instead.
  5. Send your message.

Features include

  • Account message shortcut – SMS without opening Home inbox first.
  • Twilio preferred – Uses CallProof messaging when enabled.
  • AI optional – May open AI draft popup when AI is on.
  • Native fallback – Device Messages when Twilio messaging is unavailable.

Native SMS fallback

What is Native SMS fallback?

If Twilio messaging is not configured (no access token / message caller ID), CallProof can open the device’s built-in Messages app instead.

How to navigate

Message action when Twilio messaging is unavailable → iOS Messages composer

Using Native SMS fallback

  1. Tap Message from Accounts, Recents, or related screens.
  2. If Twilio messaging is unavailable, the native composer opens.
  3. Send using your personal device number (not CallProof Twilio number).
  4. For business SMS logging in CallProof, enable Twilio messaging with your admin.

Features include

  • Device Messages composer – Standard iOS SMS UI.
  • Used when Twilio SMS is off – Fallback path.
  • Alert when required – “Twilio number not found” on inbox/chat when Twilio SMS is required but missing.
  • No CallProof Twilio identity – Native SMS uses the phone’s SIM number.
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