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Overview

Conduit integrates VoIP services into your account, enabling teams to manage calls, two-way SMS messaging, and VoiceAI all in one place. By centralizing communication channels, your team can respond quickly, track conversations, review transcripts, and maintain context across platforms.

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Setup Instructions

To connect your phone and SMS service:
  1. Navigate to Settings > Connected Channels > Phone
  2. Select Request or port a number or Request A2P if you already have a number in Conduit
  3. Complete the Conduit Phone Line Registration form with your information:
    • Choose No to request a new number
    • Choose Yes to port an existing number from your current VoIP provider
  4. Submit the form; a Conduit team member will contact you with next steps

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Call Groups

Call groups route inbound calls on specific Conduit numbers to selected teammates. To create a call group:
  1. Navigate to Settings > Connected Channels > Phone
  2. Under Call groups, click Add call group
  3. Name the group, choose a ringing behavior, add members, and attach phone numbers
  4. Click Create call group
Ringing behaviors:
  • Simultaneous: Rings every available member at the same time. The first person to answer takes the call.
  • Longest idle: Rings the available member who has gone longest without an inbound call attempt.
Members marked away or already on another call are skipped automatically. If nobody answers, all routed members decline, or no member is eligible, Conduit tries the number’s fallback phone number if one is set, then sends the caller to voicemail.
A phone number can belong to only one call group. For numbers attached to a call group, call group routing takes priority over VoiceAI routing and call forwarding.

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Call Transfers

While you are on a live call, you can hand it off to someone else without hanging up. Conduit supports two destinations:
  • Internal transfer sends the call to a teammate in your workspace.
  • External transfer sends the call to any phone number (a contact or a number you type in).
Each destination can be done in two ways:
  • Warm transfer: the caller is placed on hold while Conduit rings your transfer target. Once they answer, you stay on the line with them (the caller still on hold) so you can brief them on the call. When you are ready, you complete the transfer and drop off, leaving the target connected to the caller.
  • Transfer (blind): the caller is placed on hold and you drop off immediately. Conduit connects the caller to your target as soon as they answer. There is no chance to brief them first.

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Where the transfer button is

The transfer button lives in the call controls of the in-call window (the call widget) that appears once a call is active and you are on it. It is the phone-with-a-plus icon, sitting between the Hold and Audio settings buttons in the control row, next to Mute, the dialpad, and End. Click it to open the Transfer call panel.
The transfer button only appears on a call you are actively connected to. It is not shown while a call is still ringing or connecting, or on calls you are only observing.

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Transferring the call

1

Open the transfer panel

On the active call, click the phone-with-a-plus Transfer call button in the call controls.
2

Choose the destination

The panel has up to two tabs:
Search for a teammate by name and select them. Teammates who are already on another call are marked On another call, so you can avoid handing the caller to someone who is busy. Then choose Warm transfer to brief them first, or Transfer for an immediate handoff.The Team tab appears for outbound calls you started and for inbound calls on a call group (see How internal transfers work below).
3

Complete a warm transfer

For a warm transfer, the caller is held while your target rings (Ringing…). When the target answers, you are Connected with them and can explain the call. Click Complete transfer to drop off and connect them to the caller, or Cancel to pull the caller back to you.For a blind transfer there is nothing more to do, you are disconnected as soon as the transfer starts and the caller is bridged to the target when they answer.

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What the teammate sees (internal transfers)

When you transfer to a teammate, an incoming-transfer prompt appears in their call widget showing who is sending the call and which caller is coming over (for example, “A teammate wants to transfer this call to you”). They can Accept or Decline.
  • If the teammate is already on another call, accepting will leave that call, so Conduit asks them to confirm first.
  • If the teammate declines, does not answer, or no one is available, a warm transfer returns the caller to you, and a blind transfer falls back to the number’s fallback phone number or voicemail.

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How internal transfers work

Internal transfers are available for outbound calls you started and for inbound calls tied to call groups. For inbound calls, the Team tab only shows up when the active call arrived on a number that belongs to a call group:
  • A call comes in on a call group number and rings the group members. Whoever answers is on the call.
  • That person can transfer the call to any other teammate in the workspace from the Team tab, not just other members of the same call group.
  • If an inbound call did not come in through a call group, the Team tab is hidden and the transfer panel opens straight to the Number tab. You can still transfer externally to any phone number.
External transfers do not require a call group. The Number tab is always available on a live call, regardless of how the call was routed.

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Group Messaging

Conduit supports group messaging for conversations including your Conduit phone number.
WhatsApp group chats are not supported in Conduit.
To start a group message, send an outbound text to all intended recipients. Phone numbers must include country codes and be separated by commas. To assign a name to your group chat, create a new contact with your chosen group name and add the same comma-separated phone numbers.

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Mobile Call Bridge

Mobile Call Bridge allows team members to place outbound calls from their mobile devices using their Conduit workspace phone numbers. Calls appear to recipients as coming from your Conduit business number rather than a personal mobile number. This feature applies only to mobile devices and does not affect desktop calling behavior.
  1. Navigate to Settings > Connected Channels > Phone
  2. Locate the Mobile Call Bridge toggle and enable it.
Once enabled, the feature is automatically applied when outbound calls are initiated from a mobile device. The user may select the number to display to the recipient. No additional configuration is required.

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Supported Call Types

The Mobile Call Bridge works for all outbound calls initiated from:
  • The dialpad
  • Call transcripts, when returning a call
  • The inbox, when placing an outbound call

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Call forwarding

When using a Conduit number for call forwarding, you can control what phone number the receiving party sees when a call is forwarded to them.

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Original Caller ID

The Original Caller ID toggle determines which number is displayed to the forwarded destination:
  • Toggled ON: The original caller’s phone number is passed through to the forwarded destination. The recipient sees the number of the person who originally called.
  • Toggled OFF: The Conduit number is shown to the forwarded destination. The recipient sees your Conduit business number instead.
This setting helps recipients identify whether an incoming call is being forwarded through your Conduit system or is a direct call. To configure this setting, navigate to Settings > Connected Channels > Phone and locate the Original Caller ID toggle under your call forwarding configuration.

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Plain-text messaging

SMS is a plain-text channel. Formatted hyperlinks (e.g. [text](url)) and internal URL shortening are not supported and will appear as raw text in the recipient’s message. To share a link, include the full URL directly in your message:
Most devices and messaging apps automatically render full URLs as clickable links for the recipient.

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Phone FAQ

How long does the process take? The process takes approximately one week to collect and verify compliance information. Will I be able to send SMS? SMS is supported in most countries. A Conduit team member will inform you if SMS support is available for your business.