In this guide· 4 chapters
One connection, your own account
Your Twilio carries the call. 1Presence places it, sits beside you, and keeps the memory.
Calling runs through your own Twilio account — the telephony service a lot of businesses already route their calls through — so every call happens on your own number and your own telephony spend. You connect it once, with credentials you can revoke at any time.
- 1
Create an API key in your Twilio Console
Sign in to Twilio and create an API Key (you can revoke it there whenever you like). Have your Account SID to hand too.
- 2
Connect it in 1Presence
Open Connectors, choose Twilio, and paste the three values — Account SID, API key SID and its secret. They are stored encrypted and used only on your own account.
- 3
Pick your caller ID
If your account has more than one number, choose which one shows when you call. You can switch it per call.
On a team? An admin connects one company Twilio once, and everyone can call on the shared line — each person from their own browser or phone. No one sets it up twice.
From your browser, or your phone
Ask for the call and choose how on the card, every time. Call from this browser puts you straight on the line through a headset on your computer, with a microphone and speaker you pick on the card. Ring my phone rings your own phone first, you pick up as normal, and then it connects you through. Either way there is no strange caller experience on the other end: it is your number, your voice, your call. Calling from the browser works on a computer; on a phone, or in the app, the card rings your phone.
Call the supplier back about the delayed order.
Finds the number from the record or thread and places the call the way you chose — recording off unless you turn it on.
Call Nadia on the company line, but use the London number as caller ID.
Places it on the shared line with the caller ID you chose.
While you talk, the live call sits just above your message box with the transcript arriving in place — glance down for the figure you half-heard, or keep typing to your agent mid-call. Mute, the keypad and Hang up stay in reach, and you can fold the call down to one line when you need the room. Afterwards, the essentials — who, when, how long, what was said — can be filed to your vault, searchable for good.
Let it take the notes while you talk
The transcript is table stakes. The real move is wiring the call to a skill you have made — a call playbook. With one attached, every call runs it: quietly noting what matters while you talk, then pulling the transcript and its notes into your vault the moment you say the call is done.
Make me a skill for sales calls: capture objections, next steps and any dates we agree, then file the call under the client.
A playbook you can attach to any call — or to every call from a call list.
That’s the call done.
The playbook wraps up: transcript filed, notes written, follow-ups where you asked for them.
And on a busier call, an in-call briefing can work alongside you: a listening agent that follows the conversation as it happens and surfaces the context you need mid-call — the last thing you agreed with this person, the figure from their record, the thread you had forgotten — right there on the call card, while the other person is still talking.
The call list that calls
If you work through calls in batches, put the list on a dashboard. Ask for a "who to call next" cockpit and every row gets a Call button: tap, and the call opens in your chat, with the transcript above your message box or in the board’s own transcript panel if it has one. When you build a call list, 1Presence offers to wire a playbook to the button; leave it off and Call just dials, plain and quick.
Build me a call list from my leads record — hottest first, with a call button on each.
A dashboard with the whole list beside it, saved filters on top, and a dialler on every row.
Haven’t connected calling yet? The first tap on a Call button quietly walks you through it, then you are straight on the phone.
What it will never do on its own
- It never dials by itself. A call only ever happens because you tapped to make it, from your own browser or by ringing your own phone first.
- It never records unless you say so. Recording is a per-call choice, off by default.
- It reads your texts; it cannot send them. Your message history is there to search when you ask — there is no sending, so nothing goes out from here.
- Transcripts are data, not instructions. Something said on a call — or in a text — is information in your vault, never a command it will follow.
The whole call, kept
Dial from the chat. Read it as you speak. Keep every word.
Your own Twilio, your own number, your own browser or phone — with a live transcript above your message box, a playbook taking your notes, and every call landing in your vault as searchable memory.
Common questions
Q Do I need my own Twilio account?
Yes — calls run through your own Twilio (or your team’s shared one), on your own numbers and your own telephony spend. That keeps you in control of the line, the costs and the records. If you are new to Twilio, an account and a number take a few minutes to set up on their site.
Q What does a call cost?
Whatever your Twilio charges for it — the call happens on your account, so the pricing is your Twilio pricing. 1Presence adds the placing, the words transcribed live on the line as you speak, and the filing around it.
Q Is the transcript live, or does it only come after the call?
Live. Switch on the live transcript and the words appear on the call card as they are spoken — transcribed on the line as the call runs, not stitched together after you hang up. Glance down mid-sentence for a figure you half-heard or a name you need. Recording is a separate choice: turn it on and you also keep the audio and, if your Twilio has transcription set up, a written record of the recording afterwards — but you do not need to record to read along live.
Q Should I call from the browser or ring my phone?
At a desk with a headset, the browser is quicker: no pick-up before every dial, and the call audio stays on your computer. Away from a desk, ring your phone: you pick up, you hear the ring, you decide the moment it connects. The card offers both on every call and remembers the one you used last. Browser calling needs a Standard API key; if you connected Twilio with a Restricted key or an Auth Token, the card says so and rings your phone instead.
Q Can my whole team use one line?
Yes. An admin connects the company Twilio once; everyone can then read the shared call and message history and place calls on the company line — each person from their own browser or phone.
Q Is the other person recorded without knowing?
Recording is off unless you turn it on, and the rules for announcing a recorded call are yours to follow as the caller — the same obligations as any call recording where you live. 1Presence never starts a recording on its own.