Use Call Connect in an Automation
Call Connect lets an Automation place a managed two-leg call without asking a user to call from the Crewvana mobile surface. Crewvana first calls an internal recipient. After that person answers and confirms, Crewvana calls the Contact and bridges the two call legs.
Before you add the action
Call Connect requires all of the following:
- A selected active, functional Twilio phone-number endpoint for the tenant.
- A Contact in the Automation context with a valid E.164 phone number, such as
+18015550100. - Calling must not be blocked by the Contact’s call communication preference.
- A selected active User with a valid E.164 phone number. Contact assignment does not affect Call Connect routing.
The internal recipient and Contact cannot use the same phone number. Crewvana uses the selected voice channel’s number as caller ID.
Add and configure Call Connect
In the Automation editor, add an action and select Call Connect. Configure these fields:
| Field | Required | Default | Behavior |
|---|---|---|---|
| User | Yes | None | Active tenant User called before the Contact. Only Users with valid phone numbers are available. |
| Phone Number | Yes | None | Active tenant Twilio number used as caller ID for both call legs. |
| Call Whisper | No | Empty | Private text-to-speech message played only to the internal recipient. Automation variables such as {{contact.full_name}} are supported. Maximum 1,000 characters. |
| Call Timeout | Yes | 30 seconds | Maximum ring time for each call leg. Enter a whole number from 5 through 600. |
| Disable Voicemail Detect | No | Off | When on, Crewvana does not screen answering machines on the Contact call leg, so the call can connect to voicemail. |
| Connect Call After Keypress | No | On | When on, the selected User must press 1 before Crewvana calls the Contact. |
Keep keypress confirmation enabled when you want to avoid dialing the Contact until a person has accepted the call. The recipient gets up to three confirmation prompts. If no key is received, the call ends without dialing the Contact.
What happens when the Automation runs
- Crewvana resolves the selected User, Contact, and Phone Number, then checks tenant ownership, active state, phone formats, and call preferences.
- Crewvana calls the selected User from the selected Phone Number.
- After answer, Crewvana speaks the optional Call Whisper. When keypress confirmation is enabled, it asks the User to press 1.
- Crewvana calls the Contact only after confirmation, unless keypress confirmation is disabled.
- If the Contact answers, Crewvana bridges both call legs. The Contact never hears the private whisper.
The action starts the call asynchronously, so later Automation actions can continue while the phone call is still in progress. Call events and the Automation execution are updated as provider callbacks arrive.
Outcomes and troubleshooting
The event distinguishes the internal-recipient leg from the Contact leg. An internal answer is not reported as a successful Contact call. The final outcome is based on the Contact bridge and may be answered, busy, no answer, canceled, or failed.
- If the internal phone never rings, verify the selected User is active and has a valid E.164 phone number.
- If the Contact is never dialed, confirm that keypress confirmation was completed and the Contact has not opted out of calls.
- If calls fail immediately, verify that the selected Phone Number is an active tenant Twilio endpoint with a valid caller-ID number.
- Voicemail detection can add a short delay before the Contact is bridged. Disable it only when connecting to voicemail is acceptable.
Call Connect does not record the call. Normal carrier and Twilio usage charges apply to both call legs.
Technical reference
For exact field types, constraints, import parameters, and JSON, see the Call Connect node reference. For the complete bundle envelope and graph rules, see the Automation JSON import format.