How to Set Up Voice

Setting up Voice in Palera involves enabling the channel for a client, connecting a phone number, preparing agents, and creating a campaign for outbound calling. Once configured, calls are automatically routed to available agents and managed within the platform.

Written By Thando Nomvungu

Last updated 21 days ago

Enable Voice for a Client

  • Go to Client Management > [Client] > Channels > Voice

  • Ensure Voice is enabled

Connect a Phone Number

  • Connect your Twilio account

  • Select or provision a phone number

  • Assign it to the client

Palera will automatically:

  • Configure routing

  • Set required URLs

  • Prepare the number for inbound and outbound calls

Learn how to configure Twilio on Palera 👉🏾 here

Enable Voice for Agents

  • Go to Agent Settings

  • Enable Voice Channel

  • Assign the agent to the relevant client

  • Ensure the agent is marked as available

Create a Voice Campaign

  • Navigate to Voice Campaigns

  • Click Create Campaign

  • Enter campaign details:

    • Campaign name

    • Client

    • Agents

    • Script (internal or external)

  • Upload a CSV or select a contact list

  • Configure:

    • Call attempts

    • Voicemail message

    • Hold music

  • Activate the campaign

Start Calling

Once activated:

  • Contacts are assigned to available agents

  • Agents can begin calling directly from the campaign view

  • Call progress and history are tracked automatically

Best Practices

  • Use campaigns to structure outbound calling

  • Keep scripts clear and easy to follow

  • Use voicemail drop for unanswered calls

  • Ensure agents manage their availability correctly