What We Fixed
- Team inbox calls were never recorded. A call that came in on a team inbox
number and was answered by an agent completed with no recording, no transcript,
and no AI call summary, even with call recording turned on for the team. Calls
to an agent’s own number were unaffected. This applied to every team inbox
number, whether it runs on a Sure Send managed number or on your own Twilio
account. Team inbox calls are now recorded from the moment the agent connects,
transcribed live, and summarized like any other call, and the recording is
fetched from the Twilio account the inbox number actually belongs to. - An answered call could show as “Missed Call”. In the Inbox, a voice
conversation whose only event was an answered call had nothing to display, so
it fell back to the Missed Call panel with a “Call back” button. Answered calls
now appear in the conversation as an “Incoming call” entry with the duration,
and the Missed Call panel only shows when the latest call really was missed. - Answered inbox calls now record who picked up. The contact’s call history
and the Inbox thread show the agent who answered, and that agent gets credit
for the call in activity tracking.
Thank you to The Rivlin Group for reporting this.