Questions
The ones that come up before buying.
Several of these answers are no. Better to hear that now than three weeks in.
Can I sign up online?
No. There is no self-serve signup and there is no free trial. Numbers, hours and routing are set up with you first, because a misconfigured business-hours rule sending every caller to voicemail is not something a form catches.
Is there a phone app?
Not yet. There is no iOS app, no Android app and no macOS build. Agents use a softphone in a web browser or the Windows desktop application. Both have the same call controls, because underneath they are the same call engine.
Do you have an API?
Yes, a small one, on the Pro and Business plans. It is versioned, and it covers reading your calls, reading and writing contacts, and reading and sending messages. It authenticates with keys issued in the settings, separate from anybody’s login, and each key carries scopes, so a key made for a reporting dashboard can be read-only. Live call control, recordings and voicemail are deliberately outside it, and requests are capped per key. The API reference lists every endpoint, scope and limit, and the machine-readable specification is published as openapi.json. A call flow can also make an outbound HTTP request to your systems, through a default-deny allowlist.
Do you support single sign-on?
No. There is no single sign-on, no SAML and no OIDC federation. People sign in with an email and a password, and anyone can turn on an authenticator app for their own account from their settings; turning it on or off ends every open session, including the one that made the change. There are no recovery codes yet, so a lost authenticator means asking us to clear it. Our own operator console asks for a second factor on every account, with no way to opt out.
What is your uptime commitment?
There is no service level agreement (SLA), no uptime guarantee and no service credit. We do not publish an availability number because nothing measures one, and a figure nobody measures is worse than none. The service depends on Twilio and Amazon Web Services; an outage at either is an outage for you.
Are you SOC 2 certified?
No. We hold no SOC 2 report, no ISO 27001 certificate, and nothing HIPAA-related. The security page describes what is actually in place and ends with what is not. If your procurement stops on a certification, it will stop here.
Does 9-1-1 work?
Yes, but read the limits before you rely on it. We do not send a dispatchable address, so the call reaches a national emergency call centre where an operator has to ask where you are. It also needs power and a working internet connection. The emergency calling page sets out all four limits, and it is short.
Can I record calls?
Yes, set per organization: always, the agent’s choice, or never. Two things to know before you switch it on: an organization that never configures a policy is in agent’s-choice mode rather than off, and in that mode the stored announcement is spoken when an agent starts recording rather than at the start of the call. Getting consent is yours either way. The recording page covers both, and says how long recordings are kept.
Where is my data stored?
In the United States. Our database and servers are in Amazon Web Services’ Northern Virginia region, and call audio is held by Twilio with no region pinned for us. Nothing is in Canada. If you are a Quebec business, Law 25 expects you to assess that transfer before making it. The privacy policy gives you the material.
Can I keep my existing numbers?
Yes. Numbers port in from your current provider as part of setting you up, and port out again if you leave. We will not obstruct it or charge for it. Tell us before you cancel, because porting a number after service has ended is considerably harder.
What happens if usage runs away?
Every plan carries a monthly spend ceiling, and reaching it stops billable usage rather than letting the invoice climb. It exists because a call flow with a mistake in it, or an account someone else has got into, can generate thousands of dollars overnight. We warn you as you approach it, and it can be raised on request.
How complicated can my phone menu get?
28 block types across 3 kinds of flow: menus, business hours, queue transfers, sub-flows, data-table lookups, outbound HTTP requests. What a caller hears while waiting runs on a separate executor, because the telephone network only permits a narrow set of instructions inside a waiting document and quietly ignores the rest.
