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:

• An active, functional Twilio voice phone channel 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.
• If the Contact has assigned users, the first active assigned user must have a valid E.164 phone number. An inactive or phone-less assignment is treated as a configuration error.
• If the Contact is unassigned, Company Phone must contain a valid E.164 number. Company Phone is a fallback only for an unassigned Contact.

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:

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

1. Crewvana resolves the Contact and internal recipient, checks phone formats and call preferences, and chooses the tenant’s active Twilio voice channel.
2. Crewvana calls the active assigned user. For an unassigned Contact, it calls Company Phone instead.
3. After answer, Crewvana speaks the optional Call Whisper. When keypress confirmation is enabled, it also asks the recipient to press a numeric key.
4. Crewvana calls the Contact only after confirmation, unless keypress confirmation is disabled.
5. 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 assigned user is active and both the user phone and Company Phone fallback are in E.164 format.
• 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 tenant has an active Twilio voice channel and that its caller-ID number is valid.
• 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.

JSON import example

{
    "key": "connect_contact_call",
    "type": "action",
    "name": "call_connect",
    "display_name": "Connect owner to Contact",
    "parameters": {
        "settings": {
            "whisper_message": "You have a call with {{contact.full_name}}.",
            "timeout_seconds": 30,
            "disable_voicemail_detect": false,
            "connect_after_keypress": true
        }
    }
}

For the exact typed import contract, see the Call Connect node reference. For the complete bundle envelope and graph rules, see the Automation JSON import format.