> For the complete documentation index, see [llms.txt](https://docs.rox.com/development/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rox.com/development/user-guide/dialer.md).

# Dialer

Call contacts from your browser, prepare with personalized call scripts, and record outcomes as part of your sequences.

Phone steps sit alongside email steps in a sequence. Rox generates a script using contact and account context, and you place the call from the phone task.

Rox provides outbound numbers automatically. You can also configure voicemail drops, review call recordings and summaries, and receive callbacks.

### Before you start

Allow your browser to access your microphone and confirm that your microphone and speakers are working.

Review **Settings → Dialer** to configure call recording, voicemail drops, and your callback forwarding number. Manual phone-number purchasing and browser callbacks depend on what is enabled for your organization.

For supported destinations and organization-level calling controls, see [**Dialer administration**](https://docs.rox.com/development/admin-guide/dialer-administration).

### Add a phone step

1. Open your sequence in **Sequences** and add a step.
2. Set **Step Type** to **Phone**.
3. Choose a **Priority** and add any **Notes** for the step.
4. Add **Step-level instructions** to guide the generated call script. These are used in addition to the sequence-level instructions.
5. Click **Submit**.

These instructions apply across contacts in the phone step. Rox generates a personalized script for each contact. Describe the purpose of the call, the points to cover, and the next step you want to ask for.

For example: “Explain how we can help with this account’s current priorities, prepare responses to likely objections, and ask for a follow-up meeting.”

<figure><img src="https://2986926806-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUBzWA2LkfjbdaffIaGlN%2Fuploads%2FjX5BxyMuv0Kcjvtf4PVS%2Fimage.png?alt=media&amp;token=262e0322-1882-4385-b2f6-44f350e4c2ec" alt=""><figcaption></figcaption></figure>

### Prepare for a call

Open a contact’s phone task. Review their name, role, company, and phone number before dialing.

The **Call script** uses available account research, recent signals, and previous interactions to prepare talking points. Review the script before the call and use the **Contact** and **Account** tabs for additional context.

To choose a different number for the contact, open the phone-number dropdown beside the call button. Select an existing number or choose **Add phone number**.

<figure><img src="https://2986926806-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUBzWA2LkfjbdaffIaGlN%2Fuploads%2FaqPgyMd614ElB4ULreCi%2Fimage.png?alt=media&amp;token=6bfda9ff-6ef2-4ff0-88e5-403ed7eb8719" alt=""><figcaption></figcaption></figure>

#### Choose your outbound caller ID

By default, Rox selects your outbound number at call time from your organization’s provisioned numbers. It prioritizes numbers near the contact’s location and distributes calls across available numbers.

A matching local number is not always available. Rox can use a number from another region or country, including a US number.

If manual numbers are enabled, use the caller-ID picker to choose **Pick automatically** or select one of your purchased numbers. A selected number remains your caller ID until you change it or release the number. If it is no longer available, Rox falls back to automatic selection.

#### Purchase a phone number

If manual numbers are enabled for your organization:

1. Open **Settings → Dialer → Phone numbers**.
2. Choose a country and area code or prefix.
3. Select a number from the available inventory and purchase it.
4. Select the number in the caller-ID picker when you want to use it.

You can hold up to 10 manual numbers. Each belongs to your user account and is not included in teammates’ automatic caller-ID rotation.

Available countries and numbers depend on your organization’s calling configuration, number inventory, and any required regulatory approvals. Release numbers you no longer need from **Phone numbers**.

### Make a call

1. With the phone task open, confirm the contact’s number and your caller-ID selection.
2. Select **Call \[contact name]**.
3. Use the call controls to mute or unmute, enter keypad digits to navigate a phone menu, or end the call.

If Rox reports that calling a destination country is not supported, contact your administrator or Rox team to review your organization’s enabled destinations.

### Leave a voicemail drop

A voicemail drop lets you leave a prerecorded message during an outbound call.

#### Record your message

1. Open **Settings → Dialer → Voicemail drops**.
2. Record a message using your microphone, up to 60 seconds.
3. Name the recording.
4. Optionally, set it as your default.

Voicemail recordings belong to your user account. Each rep records their own messages.

#### Use a voicemail drop

During an outbound call, select **Voicemail** to leave a drop. If Rox has already detected voicemail, it starts the drop process. Otherwise, it queues the message until voicemail is detected.

After the message plays, Rox ends the call and logs it as **Left voicemail**. You can use one drop per call.

Playback timing depends on voicemail detection and the greeting’s length; it may include a delay or overlap part of the greeting. If a person answers before a queued drop plays, Rox clears the queued message so you can speak normally.

### Record the outcome

After a connected call, use **How did the call go?** to select the outcome that best describes what happened. Available dispositions depend on your organization’s configuration.

| **Outcome**                                | **When to use it**                                                          |
| ------------------------------------------ | --------------------------------------------------------------------------- |
| Connected — Positive, Neutral, or Negative | You spoke with the contact. Choose the option that reflects their response. |
| Left voicemail                             | You left a voicemail.                                                       |
| No answer                                  | The call was not answered.                                                  |
| Busy                                       | The line was busy.                                                          |
| Gatekeeper                                 | You reached someone screening calls for the contact.                        |
| Wrong number                               | The number did not reach the intended contact.                              |
| Not in service                             | The number was out of service.                                              |

Add relevant details in **Notes**, then choose the next action:

* **Mark as complete** when you have finished the phone step.
* **Call tomorrow**, or the adjacent dropdown, to choose a follow-up option.
* **Skip step** to skip the phone step.

<figure><img src="https://2986926806-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FUBzWA2LkfjbdaffIaGlN%2Fuploads%2F2jhHCAjY9iuFcHLG1sRL%2Fimage.png?alt=media&amp;token=3b59922f-19dc-4eca-b363-044bd2a0023b" alt=""><figcaption></figcaption></figure>

Use the recording, transcript, summary, and recorded outcome when preparing your next interaction.

You can turn recording off for yourself in **Settings → Dialer → Call recording**. Turning it off also disables transcription and AI summaries for those calls. Calls without a usable transcript may not have a summary.

Rox does not automatically play a recording-consent announcement. Follow your organization’s recording and consent policy before recording calls.

#### Salesforce writeback

With Salesforce call writeback configured, Rox writes call information to a Salesforce Task:

| Salesforce field | Rox information                 |
| ---------------- | ------------------------------- |
| Description      | AI call summary, when available |
| CallDisposition  | Call disposition                |
| CallType         | Inbound or Outbound             |

### Receive callbacks

Set a **Callback forwarding number** in **Settings → Dialer** so callbacks to your Rox number can ring your phone.

Where browser callbacks are enabled, incoming calls can ring in Rox instead. Desktop notifications for missed calls are also available where enabled.

Keep your callback settings current. A number without an assigned owner or forwarding destination may reject incoming calls. Rox does not provide a voicemail inbox for unanswered callbacks.

### Mark contacts as Do Not Call

When a contact should no longer receive calls, use **Mark as Do Not Call** in Outreach.

Before placing a call, Rox checks the contact’s Do Not Call and Do Not Contact flags, along with your organization’s phone-number Do Not Call list. If either blocks the call, Rox prevents it from being placed.

### Troubleshooting

| Issue                                | What to check                                                                                            |
| ------------------------------------ | -------------------------------------------------------------------------------------------------------- |
| Microphone or audio is unavailable   | Review your browser’s microphone permission and selected audio devices.                                  |
| A destination country is blocked     | Ask your administrator or Rox team to review enabled destinations.                                       |
| Manual phone numbers are unavailable | Confirm whether manual-number purchasing is enabled for your organization.                               |
| Your selected caller ID changes      | Check whether the purchased number was released or is no longer available.                               |
| A call has no transcript or summary  | Check whether recording was enabled. Very short calls or processing failures may also prevent a summary. |
| Callbacks do not reach you           | Review your callback forwarding number and whether browser callbacks are enabled.                        |
| A call is blocked by Do Not Call     | Review the contact’s compliance flags and your organization’s Do Not Call list.                          |