Outbound calls - Answering Agent

Owners, admins, and managers can call a customer from Outbound Call in the dashboard, or from a conversation, task, contact, or form submission. Other roles can’t start outbound calls.

How a call connects

Your own phone rings first, at the Ring me at number. That’s your personal phone, and the dashboard remembers it on this device.
When you answer, Answering Agent dials the customer.
The customer sees the Calling from number.

There’s no browser audio. You talk on your own phone, so microphone and speaker settings in your browser don’t matter.

Choose the number customers see

Calling from lists your team’s phone numbers. Default shows the number it will use. That’s usually the one set under Settings → Outbound caller ID, unless your team has an active calling campaign with its own number. Managers who are assigned to specific phone numbers can only call from those numbers.

Troubleshooting

Message	What to do
You do not have permission to make outbound conversations	Ask an owner or admin to place the call, or to change your role.
Admin phone number is not set in profile	Enter your phone under Ring me at.
Team does not have any phone numbers configured	Your team needs at least one phone number before it can call out.
Selected phone number is not available to your account	Pick a number you’re assigned to, or choose Default.
This LiveKit phone number is still transitioning	The number is being moved between systems. Choose another number and try again.

If your phone never rings, check the Ring me at number. If your phone rings but the customer never does, check the customer’s number. If it still fails, contact support with the exact message and the time you tried.