Calls & messages
Your phone number and call settings
Caller ID, call recording, transcripts, voicemail greetings, and hold music.
Updated
Phone System in the sidebar holds the settings for the number itself, split across four tabs: General, Recording, Greetings & Music, and Call Flow.
General
Your Callspace number is shown at the top — this is the number to forward your existing line to, and the one to put on your website.
- Caller ID Name is what appears on someone’s phone when you call them. Maximum 15 characters, so long business names need shortening. Pick the version a customer would recognise: “Northside Plumb” beats “N Plumbing & Htg”.
- International Calling & Messaging allows calls and SMS outside the US and Canada. It’s off by default and may incur additional charges.
The Danger Zone at the bottom deletes the number. This can’t be undone, and it takes your call history and recordings with it.
Recording
Three settings:
- Automatic Call Recording — records incoming and outgoing calls.
- Recording Notification — plays an announcement to everyone on the call that it’s being recorded.
- Transcribe Recordings — generates text transcripts, which is what makes calls searchable and drives the summaries in your inbox.
Recording and notification requirements differ by state, province, and country. Check what applies where you operate before switching recording on, and turn on the notification if you’re in a jurisdiction that requires all parties to consent.
Greetings & Music
Voicemail Greeting sets what callers hear when they reach voicemail, and Hold Music sets what plays while they wait.
Call Flow
Controls how an incoming call is routed before and after your agent handles it.
What belongs where
Two settings screens sound similar and are easy to mix up:
- Phone System is about the line — caller ID, recording, voicemail, hold music.
- AI Agent is about the conversation — greeting, voice, rules, bookings.
The voicemail greeting here is not the same thing as your agent’s greeting. Voicemail is what plays when nobody and nothing picks up; the agent greeting is the first thing your agent says when it does.