> For the complete documentation index, see [llms.txt](https://help.gleantap.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.gleantap.com/getting-started/voice-and-voip.md). # Voice & VOIP Gleantap includes a built-in VOIP calling system. You can make and receive calls from your browser, mobile app, or a configured IP phone — with every call logged, recorded, and available for review alongside your other customer conversations. Voice is powered by our native integration with Telnyx (not Twilio for the voice channel). This means you don't need a separate Twilio voice subscription. *** ## What Voice includes | Feature | Where it runs | | ---------------------------- | ------------------------------------------------------------------------------------------------------------------------ | | **Inbound calls** | Ring on browser, mobile, or IP phone; auto-log to contact profile | | **Outbound calls** | Click-to-call from a contact profile or dial a number directly | | **Call recordings** | Optional per-call or always-on; playback from Reports and contact Activities | | **Voicemail** | Configurable messages for different scenarios (missed call, quiet hours, after-hours) | | **Call logging & reporting** | Every call appears on the contact's Activities tab and in call reports | | **Voice AI** | Optional AI agent that answers inbound calls — see [Managing AI Conversations](/ai-chatbot/managing-ai-conversations.md) | *** ## Where you make and receive calls Three surfaces, all connected to the same underlying number: ### Browser (softphone) Log in to Gleantap on desktop and calls ring in the app. Click-to-call from any contact profile — the call places from your assigned number. No plugin or download required. ### Mobile app Install the Gleantap mobile app (iOS or Android). Log in with your Gleantap credentials and inbound calls ring on your phone; outbound calls place from your Gleantap number. * Download the app from the [App Store](https://apps.apple.com/us/app/gleantap-inbox/id1459232090) (iPhone) * Download from [Google Play](https://play.google.com/store/apps/details?id=com.gleantap) (Android) ### IP phone (Yealink or SIP-compatible) For teams that prefer a physical desk phone. See [Setup Yealink Phone](/getting-started/setup-yealink-phone.md) for the walkthrough. Other SIP-compatible phones can also be configured — reach out to with your phone model. You can use all three simultaneously — the same call will ring on browser, mobile, and IP phone until picked up on one of them. *** ## Call recordings Every call can be recorded (subject to your compliance requirements — recording laws vary by state/country). **Where to find recordings:** * **Contact profile → Activities** — each call is logged with a recording link. * **Reports → Call Reports** — browse all recent calls across your workroom with search and filter. **Recording playback** — click the recording link to open the audio player. Recordings are hosted at `api2.gleantap.com` and stream directly. **Compliance note:** In many US states and most countries outside the US, at least one party must consent to recording. Some jurisdictions require both parties. Make sure your inbound greeting and outbound scripts disclose recording as required by your local law. See your legal counsel for specifics. *** ## Voicemail Configure what happens when a call isn't answered: * **Missed call** (nobody picks up during business hours) — plays your standard voicemail greeting, records a voicemail * **Quiet hours** (outside your configured business hours) — plays a separate quiet-hours greeting or forwards elsewhere * **After-hours** — similar quiet-hours behavior with a distinct message Configure voicemail greetings under Voice settings (typically under Configure or the dedicated Voice section). Upload MP3 files or use the built-in text-to-voice recorder. **Voicemail notifications** — configure who gets notified when a new voicemail arrives, and how (email, SMS, in-app). **Retrieving voicemails** — voicemails appear on the contact's profile Activities tab as a "voicemail received" event with a playback link. They're also aggregated in call reports. *** ## Voice AI The AI Agent can answer inbound calls, capture leads, book appointments, and hand off to a human when needed. This is a separate feature layer that runs on top of the VOIP infrastructure. See [Managing AI Conversations](/ai-chatbot/managing-ai-conversations.md) for: * How to enable Voice as an AI channel * Where transcripts and captured leads land * Handoff behavior (voice → team assignment) You can enable Voice AI on some numbers and leave others as human-only. *** ## Call reporting Voice generates several data points visible in reports: * **Total call volume** — inbound vs outbound, per day/week/month * **Missed vs answered** — ratio and trend * **Average call length** * **Per-teammate stats** — calls handled, average length * **Voicemail count** — how many missed calls resulted in voicemail Find these under **Reports** in the main navigation. *** ## Common scenarios ### "How do I set up a physical IP phone?" If it's a Yealink, follow [Setup Yealink Phone](/getting-started/setup-yealink-phone.md). For any other SIP-compatible model, email with the phone model — we'll send you SIP credentials and configuration. ### "Can I have multiple teammates share the same number?" Yes. Multiple users can be assigned to the same Voice-enabled number. Inbound calls ring all of them; whoever picks up handles the call. Configure who's assigned to which number in Voice settings. ### "How do I disable recordings for legal reasons?" Voice settings include a per-number recording toggle. Turn it off for numbers where recording isn't appropriate for your jurisdiction. You can also disable recording per-call in some flows. ### "Can I forward calls to my personal cell?" Yes — configure call forwarding in Voice settings. Inbound calls that would ring your Gleantap number instead ring your personal number. Calls forwarded this way may not be recorded (depending on setup); if recording matters, use the mobile app instead so calls stay on the Gleantap platform. ### "How do I record a professional voicemail greeting?" Two options: (1) record an MP3 externally (with a professional voice service or your own recording) and upload it, or (2) use the built-in text input to generate a voicemail from text-to-speech. External recording gives you more control. ### "Can I run different greetings for different numbers?" Yes. Each number can have its own set of greetings (missed call, quiet hours, after-hours). Useful for multi-location accounts where each location wants a distinct experience. ### "Can I dial into an IVR menu (press 1 for sales, press 2 for billing)?" Native IVR menu configuration isn't currently built into Gleantap. If you need call routing beyond ring-multiple-users, either use the Voice AI agent to route callers based on the topic they raise, or coordinate with support to configure Telnyx-side routing rules. *** ## Related pages * [Setup Yealink Phone](/getting-started/setup-yealink-phone.md) — physical IP phone setup * [Managing AI Conversations](/ai-chatbot/managing-ai-conversations.md) — Voice AI details * [Inbox Overview](/inbox/inbox-overview.md) — where call transcripts and follow-ups live --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.gleantap.com/getting-started/voice-and-voip.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.