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The phone integration gives your agent a real phone number powered by Twilio. Your agent can make outbound calls, receive inbound calls, and log call activity on your contacts — all tied to your CRM.
Looking for the full calling workstation — power dialer, multi-line dialing, live AI coaching, and call recordings? That’s the Phone section. This page covers the agent-facing phone setup.

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Setting Up Phone

1

Go to Integrations

Navigate to Settings → Integrations and click Phone.
2

Claim a Number

Choose a phone number for your workspace. You can select by area code to get a local number for your region. This becomes your agent’s dedicated business line.
3

Configure Settings

Set your preferences:
  • Caller ID name — what shows when your agent calls someone
  • Voicemail greeting — what callers hear if the call isn’t answered
  • Call forwarding — optionally forward calls to your personal phone
4

Start Using It

Your number is active immediately. Your agent can now make and receive calls.

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Making Calls

Ask your agent to call someone by name or number:
“Call Sarah at Peak Fitness”
“Call 555-867-5309”
“Call the contact associated with the Acme Corp deal”
Your agent looks up the phone number from the contact record (or uses the number you provide) and initiates the call through Twilio.

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Receiving Calls

When someone calls your Spark phone number:
  • The call is routed to your workspace
  • If call forwarding is configured, it rings your personal phone simultaneously
  • Call details are logged in your workspace

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Call Logging

Every call — inbound and outbound — is automatically logged:
  • Contact association — calls are linked to the matching CRM contact by phone number
  • Duration — how long the call lasted
  • Direction — inbound or outbound
  • Timestamp — when the call happened
  • Notes — your agent can add notes after a call, or you can add them manually
Call activity appears in:
  • The contact’s activity timeline
  • The Activity view in your workspace
  • Dashboard widgets (if configured)

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Using Phone with Your Agent

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Post-Call Follow-ups

After a call, tell your agent what happened and let it handle the follow-up:
“Just got off the call with Jordan. They’re interested in the Professional tier for a team of 30. Update their contact with these details, move them to Qualified, and create a task to send a proposal by Wednesday.”

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Scheduled Call Reminders

Use schedules to prompt call activity:
“Every morning at 9am, check for contacts in the Contacted stage who haven’t had a call in the last 5 days. Create a task for each one with a reminder to call them today.”

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Call Scripts

Upload call scripts as knowledge files so your agent can help you prepare:
“I’m about to call the lead from yesterday’s form submission. Give me a quick brief — who are they, what did they ask about, and what should I cover on the call?”

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Phone + CRM

The phone integration ties directly into your CRM:
Store phone numbers on every contact, even if email is your primary channel. It keeps your options open for when a deal needs a personal touch, and it lets the phone integration automatically match inbound calls to contacts.

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Troubleshooting

Verify your phone integration is active in Settings → Integrations. Check that the contact’s phone number is formatted correctly (include country code for international numbers). If issues persist, check Twilio’s service status.
Caller ID display depends on the recipient’s carrier. You can set your business name in the phone settings, but not all carriers display CNAM (Caller Name) data. Your phone number will always be displayed.
You can release your current number and claim a new one from Settings → Integrations → Phone. Note that releasing a number is permanent — you can’t reclaim the same number later.
Phone numbers are a limited resource. When you claim a number, it’s reserved for your workspace. If you release it, it goes back into the pool and may be claimed by someone else. Choose your number carefully.

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Costs

Your subscription includes one phone number. Call charges (per-minute rates for inbound and outbound calls) are billed based on Twilio’s standard rates and added to your Spark invoice. See Billing for details.