Overview
In-app calling is a premium feature. Contact our customer support team to learn more about adding it and pricing.
Seamlessly integrate phone-based outreach into your workflow with Element451's in-app calling feature. Make outbound calls directly within Element451 with just a click. For incoming calls to your Element451 phone numbers, you can either forward them to an existing phone number or have them handled by an AI Voice Assistant. Our calling feature eliminates the friction of switching between separate tools, allowing you to manage all your phone communications within one unified system.
How-To Initiate an Outbound Phone Call
Navigate to Engagement > Conversations > All Conversations.
Click the + New Conversation button in the header.
Configure the conversation details:
Channel: Select the Phone Call chip.
Private: Select if you wish to make the conversation private.
Who is making the call: Choose between you or AI Voice Assistant.
If selecting AI Assistant:
AI Voice Assistant: Select one of your configured assistants
The AI Assistant must have a voice setting assigned in Conversation Settings to be compatible.
Goal: Enter the goal for the AI to accomplish. You can also provide extra instructions for the assistant to follow.
Phone Number for Call Transfer: Select where calls should be transferred when a user requests to speak to a human.
From Number: Select the number you will be calling from (if your campus has purchased multiple numbers)
Recipient: Select the contact you wish to call.
To Number: Select the contact's phone number you wish to call. You also have the ability to select 'other phone number' and manually type a number.
Record: Use the toggle to enable call recording.
Once you enable call recording, transcription occurs automatically. Also, note that recording regulations differ by location. It's up to your institution to announce recordings as required and ensure compliance with local laws.
Once the settings have been configured, click "Confirm" in the top right corner.
Review the configurations for accuracy.
Click "Call" to initiate the call.
Quick Access to Initiating Calls
In addition to directly from the Conversations module, you can initiate a phone call quickly from other locations within Element451, depending on your workflow.
People Listing: On the People listing (Contacts > People), you can click the phone icon next to the contact's cell phone number.
Note: If the cell phone number is not visible, you must use the configure table columns button at the top to add the Cell Phone column.
Student Profile: A call-to-action button can be added to the student profile. Element451 administrators can edit the People Template Header in Settings > Profile Templates. If you want more information on profile templates, click here.
Phone Settings + Managing Numbers
You can access your in-app calling (phone) settings, which include management of purchased phone numbers, by navigating to Engagement > Conversations > Settings > Phone.
The settings are divided into two sections—phone numbers and phone call settings:
Phone Numbers
View all purchased phone numbers
Icons to the right of the phone number denote the call handling method (forwarding or handled by AI Assistant)
To edit or delete a phone number, click the three vertical dots at the end of the row. This is where you can edit or configure the handling of inbound calls:
Set the "Forward incoming calls to" option:
Phone Number: Route incoming calls to an external phone number (e.g., admissions office)
When call forwarding is enabled, the caller ID will display the caller's number.
AI Voice Assistant: Have calls handled by a selected Bolt Assistant. Click here to learn more about this feature.
Connect a Calling Phone Number
You can connect and verify additional phone numbers, which can be used as a Caller ID for placing an outbound call in the Element451 in-app calling feature.
Outbound SMS and MMS messages are not supported for these numbers.
Incoming calls and messages will continue to be routed through the original provider and will not be connected to Element451.
Click the + Connect a Calling Phone Number button to begin.
Buy a Phone Number
Additional Element451 phone numbers can be purchased and added to your account.
By purchasing additional lines, you agree to the additional costs through the end of your contract term.
If you have questions, please contact Element451 Customer Success via live chat or at support@element451.com before purchase.
Please remember that these phone numbers are only for in-app calling only, not SMS/MMS.
Click the + Buy a Phone Number to begin.
Phone Call Settings
Allow Phone Call Recording: The main control that allows phone recordings.
Record Phone Calls by Default: Always enable the recording toggle when making a new call. You can disable it before making the call.
Default Phone Number: This number will be pre-populated from the dropdown menu when initiating an outbound call. You can change it before placing the call.
Note: Direct in-app handling of incoming calls is not currently available within Element451. Incoming calls must be forwarded to an external phone number or managed by an AI Voice Assistant.
AI Voice Assistant Setup
Assistants must have an assigned voice to handle calls. Voice assignment is managed in Bolt Assistant settings.
Navigate to Conversation Settings > Bolt Assistants
Select or create a new assistant.
Enable voice capabilities by assigning a voice.
Once done, you can assign the assistant to a phone number in settings by navigating to Engagement > Conversations > Settings > Phone.
Locate the number you wish to assign to the assistant.
Click the three vertical dots at the end of that phone number's row and select edit.
Set the "Forward incoming calls to" option to: AI Voice Assistant.
Select which assistant you wish to assign to this number.
Click Save in the top right corner.
Call History, Recording, Transcription, + Notes
Access call history in your Conversations Inbox (Engagement > Conversations > All Conversations).
Thread Identification: Phone calls marked with 📞 icon.
Individual Threads: Each call creates a separate conversation.
Transcription + Recording: Transcripts and recordings for each call (when enabled) can be accessed from the thread.
Transcription is provided by speaking segment (message bubble), making it easier to follow who is speaking and review conversations.
Transcription is also provided for calls handled by an AI Assistant.
Private Call: You can mark individual phone calls as private, keeping information secure and confidential. For more information on private conversations, read our help article here.
Call Notes: Add private notes following a call.
