Settings

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Profile Page

On the Profile page, you can manage your first and last name, view your email address, choose your display language, and configure your theme.

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Organization Page

On the Organization page, you can manage the organization name and logo and view the ID and concurrency limit. You can also configure unmatched inbound calls, manage compliance, call recordings, transcript saving, and data retention (automatic data deletion). Once your phone setup is complete, you can also enable Show contact’s number on cold transfers so the person receiving a cold transfer or redirect sees the contact’s number instead of your agent’s number. Warm transfers always show your agent’s number, and carriers in some countries reject this, so transfers there can fail.

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Advanced

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Data retention

If data retention is not available on your plan, you can request it under Advanced. Once available, its settings appear in a separate Data retention section.

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Worldwide calling

Worldwide calling allows calls, transfers, and redirects to countries that require account verification. You can request a quick account verification check by contacting support. This helps us protect your account from fraud and unauthorized call charges. More information.

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Show contact’s number on cold transfers

You can choose whether the person receiving a cold transfer or redirect sees your agent’s number, which is the default, or the contact’s number instead. Warm transfers are not affected and always show your agent’s number. We recommend not relying on showing the contact’s number, because telephony carriers are phasing out support for it. Carriers in some countries already reject transfers that show the contact’s number, so if transfers to a destination start failing, switch this setting back to your agent’s number.

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Team Page

On the Team page, you can search members, invite new members, change roles, and resend or cancel pending invitations.

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Billing Page

On the Billing page, you can view your plan, usage, and charges. Organization owners can manage subscriptions, payment methods, invoices, and Charlie or Workflow add-ons.

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Integrations Page

On the Integrations page, you can search and filter available integrations, then connect or manage CRM, calendar, messaging, and other services.

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Developer Page

On the Developer page, you can view or rotate your API key and configure call-event webhooks.

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Contact Properties Page

On the Contact Properties page, you can search, create, edit, and delete custom fields for contacts.

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Outcomes Page

On the Outcomes page, you can search, create, edit, and delete the call outcomes shared across all your agents. See Call Analysis for details.