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Everything you need to know about Reply's Cloud Calls and managing calls
14 articles

Custom call resolutions

Call resolutions are labels used to categorize the outcomes of your calls. They help you analyze call data in reports and track different types of call outcomes. Reply provides three default call resolutions: Positive, Negative, and To Call. You can also create custom resolutions to match your specific call outcomes. How to manage call resolutions To access call resolutions: 1. Click your profile name in the header menu. 2. Select Settings. 3. Go to Calls → Call resolutions. Create a custom call resolution 1. Open Settings → Calls → Call resolutions. 2. Click Add resolution. 3. Enter a label name. 4. Select a default value to associate with the resolution: Positive, Negative, or To Call. 5. Click Add. The new resolution will appear in the list and can be used for future calls. 💡A custom call resolution must be linked to one of the default values before it can be saved. This determines the contact status Reply assigns after the call: - Positive or Negative → Called - To Call → To Call Edit a custom call resolution 1. Go to Call resolutions. 2. Click the edit icon next to the resolution. 3. Make your changes and save them. 💡Changes apply only to future calls and calls labeled after the edit. Calls that were already labeled keep their original resolution. Delete a custom call resolution 1. Go to Call resolutions. 2. Click the delete icon next to the resolution. 3. Choose how you want to handle the resolution: - Delete it and remove it from all contacts. - Delete it and migrate its associated history to another resolution. - If you choose to migrate the history, select another resolution from the dropdown. Then click Delete. 💡After a resolution is deleted, it is removed from contacts. However, call records with the deleted resolution remain in the contact's profile under the Activity tab. Limitations and important notes - Only custom call resolutions can be edited or deleted. Default resolutions cannot be modified. - Custom call resolutions are shared across your Reply team, so all team members can use them.

Last updated on Oct 14, 2026

Inbound missed calls

The Inbound missed calls metric helps you identify incoming calls that were not answered on your rented Reply numbers. An Inbound missed call is an incoming call to a Reply-rented number with the call type Inbound and disposition No Answer. This helps you find missed inbound calls and review the related call records. How to find inbound missed calls 1. Open Reports in Reply. 2. Go to the Calls section. 3. Use the Call type filter and select Inbound. 4. Filter the calls by No Answer disposition. 5. Use the available date range and member filters to narrow down the results. Call dispositions When reviewing inbound calls, you may see the following dispositions: - No Answer: An incoming call to the Reply number was not answered. This is counted as an inbound missed call. - Answered / Busy: These dispositions may occur when Inbound Call Transfer is enabled and the call is forwarded to the connected real phone number. - Failed: The call could not be completed because of a technical or connection issue. 💡The Inbound missed calls metric does not count every inbound call or every failed or busy call. Only calls with the Inbound call type and No Answer disposition are counted. 💡Resolutions are labels used to categorize and follow up on calls. They do not determine whether an inbound call is counted as missed. Your account may also have custom call resolutions in addition to the default ones. Inbound call transfer Without inbound call transfer, incoming calls usually appear as No Answer because Reply does not provide a live operator. When inbound call transfer is enabled, Reply forwards calls from the rented number to the connected real phone number. The call may then be recorded as Answered or Busy depending on what happens with the forwarded call. Learn how to enable call transfer in this article.

Last updated on Oct 16, 2026

Call step and call task

In Reply, you can add a call step to your sequence. This step allows you to schedule calls to your contacts as part of your outreach process. To add a call step, follow these steps: 1. If you are creating the sequence from scratch, select the Call step on the Steps tab. 2. If you want to add a call step as a follow-up step, click + and select Call. 3. In the text editor, you can add notes to help you during calls. You can also insert variables to personalize these notes. 4. Save. Call task When a prospect is moved to the Call step, Reply creates a call task accessible from the Tasks page in the Reply account. Otherwise, you can find the call tasks in the Chrome Extension. How to create and complete a call task You can manage call tasks directly on the Tasks page or via Findy. From the task, you can view the contact details, select a phone number, make the call, add notes, and complete the task. 1. Open the Tasks page. 2. Find the call task you want to complete. 3. If the contact does not have a phone number, you will see a red phone icon. You can find a phone number for the contact directly from the task. The contact must have a LinkedIn profile for this option to be available. Finding a phone number costs 3 Reply credits. 4. Select the phone number you want to call. If the contact has multiple phone numbers, you can select another available number, including a custom phone number field. 5. If you have multiple rented phone numbers, select the number you want to use for the call. 6. Click the phone number to start the call. A small call window will open. 7. During the call, you can: - Move the call window around the screen. - Mute the call. - Use the keyboard. - Add notes about the call. 8. When the call is finished, select the call resolution for the task. Add or update your call notes if needed. You can also finish the prospect in the sequence. Click Complete task to finish the task and log the call. 9. Otherwise, you can keep the task open or complete the task & add a follow-up step.

Last updated on Oct 22, 2026

Automatic calls on opens

Automatically call prospects when they reach a specific number of tracked email opens. This feature helps you follow up with prospects who show repeated engagement with your emails while their interest is still fresh. How it works When a prospect reaches the selected number of tracked email opens, Reply can initiate a bridge-call attempt during the sequence's scheduled hours. The call flow works as follows: 1. Reply first calls the sequence owner's profile phone number. 2. Reply announces the sequence and the prospect. 3. Press 1 to connect to the prospect, or 0 to decline. 4. If you do not respond, Reply does not call the prospect. After a successful automatic call, Reply does not trigger another automatic call for the same prospect in the same sequence. 💡Automatic calls are triggered by tracked email opens. Open tracking can be affected by image blocking, spam-folder behavior, privacy protections, and email-client proxying. An email open should therefore be treated as a directional engagement signal rather than confirmed human interest. Before you start Make sure the following requirements are met: - Cloud Calls is enabled for your team. - Open tracking is enabled for the sequence. - Plain Text Mode is turned off. Plain-text emails do not contain the tracking pixel required to register opens. - The sequence has a configured schedule. - The sequence owner has: - a valid phone number in their profile to receive the bridge-call prompt; - a rented Reply phone number; - at least $1 in their wallet balance before Reply attempts the call. - The prospect has a valid phone number. 💡Open tracking is disabled by default for new sequences. Make sure it is enabled if you want Automatic calls on opens to work. Enable Automatic calls on opens 1. Open the required sequence. 2. Go to Settings → Calls handling. 3. Enable Automatically call on opens. 4. Under Number of Email Opens before call, select how many tracked opens should trigger an automatic call. Select a value between 3 and 11. We recommend 4–7 opens as a starting point, but this is not a system requirement. 5. If needed, enable Pause on successful call. Then, save your settings. When does Reply make the call? Reply attempts the bridge call only during the sequence's scheduled hours. If the qualifying open occurs outside those hours, no call is queued for the next scheduled period. A later qualifying open during scheduled hours is required to trigger another attempt. What happens after a successful call? By default, the prospect remains in the sequence after the call. If Pause on successful call is enabled and the call is successfully completed, the prospect's status in this sequence changes to Paused, preventing subsequent sequence steps from being sent. The prospect is not automatically marked as Finished. How often can a prospect be called? After a successful automatic call to a prospect, Reply does not trigger another automatic call for that prospect in the same sequence. A declined, missed, or otherwise unsuccessful bridge-call attempt does not necessarily have the same final outcome. A later qualifying email open may trigger another attempt, provided all other requirements are met.

Last updated on Oct 22, 2026

Pricing for Cloud Calls & SMS

Reply uses direct Twilio pricing for calls and SMS, with no extra charges. Pricing for Cloud Calls Cloud Calls pricing includes three separate charges: - Cloud Calls feature access. This costs $29 per user per month. The fee is billed monthly or annually, based on your Reply subscription plan. - Number rental. The cost depends on the country of the phone number. For the US and Canada, the price is $1.15 per month per number. This charge is taken directly from your Reply wallet. Please note that you need to have a minimum of $10 in your Reply wallet to be able to make calls. - Call charges Call rates depend on the country of the rented number. For the US and Canada: - Calls cost $0.0165 per minute (excluding call recording) - This includes $0.0140 per minute for voice and a $0.0025 connection charge In the Calls History on the Plans & Billing page, this appears as $0.0165 per minute. 💡 Important: The $0.0025 connection charge applies even if the contact does not answer the call. All call-related charges are deducted directly from your Reply wallet. Pricing for call recording Call recording includes two separate charges: - Recording For the US and Canada, recording costs $0.0025 per minute. - Storage Storing recordings costs $0.00050 per minute. If you need a detailed pricing breakdown for a specific country or help managing stored recordings, please contact our Support team. Pricing for SMS Reply uses a standard rate of $0.0079 per SMS, based on average US carrier rates for A2P messaging. An average SMS length is 160 characters. Sending SMS also incurs: - A $10 monthly charge - A one-time fee of $20, taken from your Reply wallet. If you'd like to enable Cloud Calls, please request it in your account and contact our Support team for assistance.

Last updated on Oct 22, 2026

Renting phone numbers

Reply allows you to rent multiple phone numbers for Cloud Calls. Each enabled team member can rent and manage their own numbers, while the team has a shared limit on the total number of rented phone numbers. Cloud Calls must be available and enabled for your user before you can rent a phone number. Check this article to learn how to enable this feature. How to rent a phone number Once Calls is enabled for your account: 1. Go to Settings → Calls. 2. Find the Rented phone numbers section and click Add phone. 3. Select US or Canada. 4. Optionally enter a three-digit regional code to search for numbers in a specific area. 5. Select an available phone number. 6. Make sure your Reply wallet has sufficient funds to cover the rental cost. You can rent numbers up to your team's available limit. When the team limit is reached, the Add phone button is disabled. Contact Support if you need additional numbers. 💡Phone number availability can vary. Some numbers may require additional verification or Support assistance. Manage your rented phone numbers Each enabled team member can rent and manage their own phone numbers in Settings → Calls. You can: - View your rented phone numbers. - Set a number as the default for its country using Make default in Country. - Delete numbers that are no longer needed. The active default number cannot be deleted. To remove a default number, first set another number as the default for that country. Wallet requirements Keep sufficient wallet funds to rent a phone number. The rental cost is checked when you assign a number. To place Cloud Calls, your Reply wallet must have at least $10. How multiple numbers work Rented phone numbers are assigned to the team member who rents them. Each member manages their own numbers from Settings → Calls. 💡Your default rented number is the fallback number for outbound calls and for new SMS conversations. When placing a call, Reply first tries to use one of your rented numbers with a matching local area/state for the recipient. If no local match is found, Reply uses your default rented number. For a new SMS conversation, Reply uses your default rented SMS-capable number; an existing SMS thread continues to use its original number while it remains assigned.

Last updated on Oct 22, 2026

Call recording

Call recording allows you to record your outbound Cloud Calls and review them later from the contact's Activity. It can help you keep track of conversations, review call details, and maintain a record of your calls. Before enabling call recording: - Cloud Calls must be enabled for your team. - Cloud Calls must also be enabled for the user who will place the calls. - Call recording settings can be configured by the Team Owner. Enable call recording 1. Log in to your Reply account as a Team Owner. 2. Click your profile name in the upper-right corner and select Settings. 3. Go to the Calls tab and find the Calls section. 4. Turn on the Call recording toggle. 5. Configure the Consent recording option if needed. Check Consent recording (US numbers). 6. Under Who can listen to call recordings, choose who can access recordings: - Team owner – only the Team Owner can play recordings, including recordings of calls placed by team members. - Everyone – all team members can play recordings. 7. Under Who can turn on call recording, choose how recording can be enabled: - Always record – calls are recorded automatically. - Everyone – team members can enable recording when needed. 8. Click Save settings. What is recorded? Call recording applies to outbound Cloud Calls. Calls transferred through Inbound Call Transfer are logged in Reply but are not automatically recorded through the call recording flow. After an outbound call ends, the recording is processed and then becomes available as a link in the contact's Activity. The recording may not appear immediately after the call ends. Consent recording (US numbers) When enabled, Reply uses the called number's US area code to apply its recording-track behavior for configured all-party-consent states. For calls to numbers in those states, Reply records only the Reply user's audio track. For other supported calls, both audio tracks are recorded. This setting does not provide legal advice, announce that a call is being recorded, or obtain consent from call participants. Enabling consent recording alone does not guarantee legal compliance. Before recording calls, make sure your team provides any required notice and obtains any required consent under the laws that apply to your team and your contacts. We recommend reviewing applicable legal requirements and obtaining professional legal advice when necessary. How to listen to call recordings After the recording has been processed: 1. Open the contact's Activity. 2. Find the relevant call activity. 3. Open the recording link to listen to the call. Access to recordings depends on the Who can listen to call recordings setting: - Team owner – only the Team Owner can play recordings. - Everyone – all team members can play recordings. Call recording pricing Call recording and ongoing recording storage are billed separately. You can review the applicable charges and usage in Calls/Billing history. For current pricing details, see the Pricing for Cloud Calls & SMS article.

Last updated on Oct 22, 2026

Power Dialer for call tasks [Beta]

Power Dialer lets you work through multiple call tasks in one session. Calls are started automatically one after another, so you can complete your tasks without manually opening each call. To use Power Dialer, Cloud Calls must be enabled, and you must have a rented phone number to make calls. Check this article for more information regarding Cloud Calls. 💡This feature is currently available in beta. To use it, enable beta in your account settings. How to use Power Dialer 1. To use Power Dialer, go to the Tasks page. 2. Select the call tasks you want to complete during the session, or click Start Power Dialer to include all call tasks with a New, Due, or Overdue status. 3. Start the session. The first call is initiated automatically. 4. Check your microphone and continue with the call. 5. During the call, you can take notes. 6. When the call is finished, select the call resolution and complete the task. You will be automatically redirected to the next call. 7. Continue until you complete, skip, or end the session. During the session, you can Pause, Skip, or Resume the calls. For example, you can pause the session if you need to take a break or handle another call. You can end the session at any time by clicking End session. Once the session ends, you will see a report with the call resolutions and notes added during the calls. You can also export the report and share it with others. 💡Completed call tasks are marked as completed. Skipped tasks remain incomplete and can be handled later. 💡Completed tasks and call tasks for contacts without a phone number are skipped when starting a Power Dialer session with all eligible tasks.

Last updated on Oct 22, 2026

Cloud Calls overview

Cloud Calls is a feature in Reply that allows you to make calls to your contacts directly in the platform. Cloud Calls allows you to: - Call your contacts directly from Reply. - Record calls and save them in the contact's activity. - Log a call resolution. 💡Note that to make calls, you must have the Cloud Calls feature enabled and at least $10 in your wallet. Learn how to enable it in this article. Once the Cloud Calls feature is enabled, you can rent a number to make the calls. Check this article to learn how. In Reply, you can make calls: - directly from the contact sidebar on the People page or from the People tab within a sequence. Just click the contact you want to call (the contact must have a valid phone number added) and then click the Call button. - directly on the Tasks page. Check this article to learn how. - directly from the Reply Chrome Extension. - by clicking the Call button in the bottom-left corner, you can open the dialer and type in the number. Then you can check your audio before calling. During the call, you can take notes directly in the call widget. Your notes will be automatically saved to the contact activity. You can also mute your mic during the call if needed. When the call is finished, select the call resolution for the task. Add or update your call notes if needed. You can also finish the prospect in the sequence. Click Complete task to finish the task and log the call. Otherwise, you can keep the task open or complete the task & add a follow-up step. In some cases (for example, an internet connection failure), you might not be able to set a call resolution. The system will send a notification to the Notification Center, allowing you to reopen the Call Log, add notes, and submit the call resolution. The People page in Reply and the People tab within a sequence have the Calls quick filter that shows the list of contacts who are waiting for a call. In addition, you can use Smart filters to find the contacts by call resolution, Called, or To call status. Check this article to learn how. Additional Information - Supported countries for voice and SMS numbers are listed here. - Custom Caller ID allows your real phone number to appear to contacts in the US when making a call. Learn how to set it up in this article. - For phone number formats, see instructions on the E.164 Standard article. - Check the Cloud Calls network requirements listed in this article. - For more details on Cloud Calls, see the Calls collection.

Last updated on Oct 22, 2026

Cloud Calls network requirements

Equipment Use a wired connection where you can. Wi-Fi is fine for normal browsing, but voice traffic is unforgiving about jitter and dropped packets, and Wi-Fi produces both. Plugging into Ethernet is the single cheapest fix for choppy audio. Check your router is current. Older consumer routers handle VoIP traffic badly, particularly under load with several users calling at once. If you use a USB Ethernet adapter, use a gigabit one. Cheap adapters are often capped at 100 Mbps and drop the link under sustained load. A known-brand USB-C or Thunderbolt gigabit adapter avoids this. Remote users need a stable connection more than a fast one. A single call uses roughly 100 kbps in each direction, so raw bandwidth is almost never the problem. What matters is consistency. Aim for latency under 200 ms, jitter under 30 ms, and packet loss under 3%. Run the Twilio network test Before changing any firewall settings, have the member run Twilio's network test on the machine they call from, on the same network and in the same browser: https://networktest.twilio.com You can point the test to a specific Twilio edge location by adding it as a query parameter, for example: https://networktest.twilio.com/?edge=ashburn or https://networktest.twilio.com/?edge=dublin. Run it twice, once on Wi-Fi and once on a wired connection, and run it during a busy calling period rather than an empty afternoon. Packet loss above 1 to 2%, or jitter above 30 ms, points at the local network or the ISP rather than at Reply or Twilio. Network setup If calls fail to connect, drop, or have audio in one direction only, your network is probably blocking part of the traffic the dialer needs. Apply the settings below to every device that can filter traffic: firewalls, routers, switches, load balancers, VPN clients, and endpoint security software. Ports to open (outbound) - TCP 443, for signalling (a secure WebSocket connection to Twilio) - UDP 10,000 to 60,000, for call audio The UDP range is wide. Twilio expanded it from the old 10,000 to 20,000 range, and allowing only the old range is a common cause of one-way audio and calls that drop after a few seconds. Domains to allow Allow these by hostname, not by IP address. Twilio's signalling servers sit behind addresses that change. - voice-js.roaming.twilio.com - voice-js.ashburn.twilio.com - voice-js.umatilla.twilio.com - voice-js.dublin.twilio.com - voice-js.frankfurt.twilio.com - voice-js.tokyo.twilio.com - voice-js.singapore.twilio.com - voice-js.sydney.twilio.com - voice-js.sao-paulo.twilio.com - eventgw.twilio.com, for call quality telemetry - run.reply.io, the Reply application itself Reply's dialer uses Twilio's automatic edge selection, which picks the closest healthy location at call time. That's why the whole list matters and not only the edge nearest your office. Media IP range All call audio comes from one global range: 168.86.128.0/18, on UDP ports 10,000 to 60,000. If your firewall rules still list per-region Twilio addresses from an older configuration, replace them with the range above. Firewalls and packet inspection Exclude the Twilio domains and IP range, and run.reply.io, from stateful packet inspection and from any TLS interception. Deep inspection adds delay to every packet and shows up as long connection times and stuttering audio. If a device on the path is a managed switch that was configured by someone else, have your network team confirm the rules above actually reach it. We have had cases where hardware plugged into a misconfigured smart switch silently overrode the allow list applied further up. Quality of Service If users hear jitter or gaps in speech while other traffic is heavy, prioritise the UDP media range above on your router. Given how wide that range is, look at what else on your network uses those ports before you apply the rule. The dialer already tags its audio packets with DSCP 46 (Expedited Forwarding). If your network honours DSCP, you can prioritise on the tag instead of on the port range, which is cleaner. Quick checklist when a member reports bad calls 1. Wired or Wi-Fi? Move them to wired and try again. 2. VPN on? Turn it off and try again. VPNs are a frequent cause of one-way audio. 3. Run the Twilio network test on their machine and note the packet loss and jitter. 4. Confirm UDP 10,000 to 60,000 is open outbound, not just to 20,000. 5. Check whether anyone else on the same network has the same problem. One user means the machine or connection, everyone means the firewall. If all of that checks out and calls still sound bad, contact Reply support with the network test results, the approximate time of a bad call, and the number that was dialled, so we can pull that call's quality data from Twilio.

Last updated on Oct 22, 2026

Phone number formats

Phone numbers in Reply must follow a standard format so the system can recognize and process them correctly, especially for calling and messaging features. In this article, you will learn about different phone number formats and how to use the E.164 standard to ensure calls and SMS are delivered successfully. There are several formats for phone numbers: local, domestic, and international. For example: | Number type | Example | | --- | --- | | Local | 754-3010 | | Domestic | (541) 754-3010 | | International | +1-541-754-3010 | The domestic phone number format can be used for calls within the same country as your rented phone number. For example, if you rented a US number, you do not need to add +1 to recipient numbers from the US. However, we recommend using E.164 formatting for all prospect phone numbers in Reply. This is an internationally recognized standard phone number format that will help to ensure the deliverability of calls and SMS messages across the globe. How does E.164 work? - Starts with a plus sign (+): This replaces the international call prefix (like 011 in the US). - Country Code: 1 to 3 digits identifying the country (e.g., 1 for the US, 44 for the UK). - National Destination Code (NDC): Often called the area code. - Subscriber Number: The local phone number. - Maximum Length: The entire number (excluding the plus sign) can be up to 15 digits. Example of a valid e164 international phone number. 💡Note that you cannot use dashes (-), parentheses (), spaces, or any other punctuation in an E.164 formatted phone number. For example, here’s a US-based number in standard local formatting: (415) 555-2671. Here’s the same phone number in E.164 formatting: +14155552671 E.164 Local numbers: In some countries, local dialing may require a leading 0 before the subscriber number. When using E.164 formatting, this leading 0 should usually be removed. For example, here’s a UK-based number in standard local formatting: 020 7183 8750. Here’s the same phone number in E.164 formatting: +442071838750. 💡Note that only the following symbols are allowed in the phone number field: +, ( ), and -.

Last updated on Oct 22, 2026