Call Connect: Accurate Call Status Tracking

By default, the phone system marks a call "Completed" as soon as it's routed to a team member's device — even if that person never actually answers. That means voicemails, missed rings, and timeouts can show up in your reports and automations as successful, answered calls. Call Connect fixes this by requiring a human to confirm they've picked up.

How it works

When a call routes to your team member, they hear a short prompt (a "whisper message") asking them to press a key — typically 1 — to accept. Only after they press it does the system bridge the caller and connects the call. If no one presses the key, the call is correctly logged as unanswered instead of completed.

Setting it up

1. Go to Settings > Phone System > Phone Numbers.
2. Open the ⋮ menu on the number and choose Edit Configuration.
3. Turn on Call Connect and Play Whisper Message.
4. Customize the whisper prompt if you want (e.g., "Press any key to accept this call").
5. Save.

Why it's worth turning on

Accurate call status matters anywhere you're relying on it — reporting on answer rates, or triggering automations (like a follow-up text) only when a call was genuinely answered. Without Call Connect, those numbers and automations can be built on false positives.