Voice calling is now available in Twilio Frontline

Today, we are excited to announce that voice calling in Twilio Frontline is available in Public Beta. Your team now has the ability to easily enable and access voice capabilities within your Frontline application on iOS or Android.

As we look to 2022, digital-first sales motions are here to stay. Since its announcement, Twilio Frontline has enabled teams to capitalize on this shift, becoming the mobile-first application of choice for sales and relationship managers to securely use SMS and WhatsApp. But, at a certain point, it pays to pick up the phone and call. This capability is now easier than ever and centralized in one user-friendly application.

Enable Contextualized Personal Relationships

Customers in a variety of verticals (retail, finance, insurance, and healthcare and life sciences) have repeatedly told us they lacked a simple, unified, and fully-contextualized way for their sales and relationship managers to stay in touch with customers. This gap created three main challenges across organizations:

1. Alternative solutions like “bring your own device” policies lacked adoption by sales and relationship managers, and were inflexible for IT and development teams.
2. Sales and relationship managers turned to personal devices to meet prospects and clients where they preferred, leading to compliance concerns.
3. Sales teams lost productivity because there wasn’t centralized access to contacts and conversations, preventing quick access to the full context of the relationship.

This is where Twilio Frontline comes in. Frontline’s combination of a pre-built and user-friendly UI with customizable integrations and workflows allows enterprises to give their employees a secure, multichannel mobile application that helps them drive more business.

Access the Value of Voice in Frontline

With the addition of calling capabilities, both to and from customers, sales and relationship managers can now hop on a quick call and have that information automatically logged in their CRM. Interactions are captured in a central location and enterprises can communicate with customers in their preferred channel – all from one mobile application.

To enable voice calling in Twilio Frontline, you’ll just need a Twilio phone number with voice capabilities. You can then flip a switch within the Twilio Console to enable voice functionality in the mobile app and the power of voice is now in every sales and relationship manager’s hands.

Once voice calling is enabled, you’ll see several new UI elements in the Twilio Frontline app. First, you’ll notice the phone icon within existing customer conversations. After you make or receive a call, you’ll see the call metadata appear inline with all other customer messages and interactions. You can also make calls from the customer details view, and you’ll see OS-appropriate notification stylings when receiving an inbound customer call.

Unlock Sales Productivity

This is just the beginning. User experience – and sales productivity – is our north star. We’ll continue to roll out features that provide a tool your team loves, giving them access to the context, channels, and features they need to drive deeper relationships. At the same time, we’ll empower you to protect your business with secure single sign-on (SSO), secure and archivable conversations, proxied numbers, and customizable compliance workflows like blocking outgoing messages unless a customer has opted-in.

Explore our Twilio Frontline Quickstart and find the Frontline mobile app for iOS and Android devices in the App and Google Play stores. We can’t wait to see what you build!