Workspace Voice is the calling layer inside the Inbox suite. Calls, recordings, voicemail, notes, and follow-up can remain attached to the client conversation and activity history.
Use this page as an overview. For step-by-step setup, continue to Phone number and call routing and Voicemail, recordings, and AI.
Provision a phone number
Authorized users can search available phone numbers by area code, select a number, and provision it for the workspace. Number porting is not part of the current provisioning flow.
Before using the number publicly, configure routing, business hours, voicemail, recording expectations, and required messaging compliance.
Make and receive calls
Workspace Voice supports inbound VoIP calling and outbound dialing from several client and conversation entry points. During an active call, available controls include:
- Mute.
- Hold.
- Speaker selection where supported.
- DTMF keypad input.
- Cold or attended transfer.
- Three-way conference or call merge.
- Multi-call focus and minimized call handling.
Configure routing
Use routing settings to decide how the team receives calls.
Ring groups
Ring groups can distribute calls using simultaneous, round-robin, or longest-idle behavior. Confirm agent membership and presence before depending on a group for live coverage.
Business hours and closures
Configure day-specific business hours, holidays, and vacation closures. Outside those hours, route the caller to the appropriate after-hours behavior or voicemail greeting.
IVR and queues
An IVR can collect keypad input and route callers to a ring group or voicemail. Call queues can hold callers, play hold music, enforce a maximum wait, and announce position or estimated wait information.
Forwarding and no-answer behavior
No-answer forwarding can send calls to a configured destination after a delay. Ring timeout and forwarding delays should leave enough time for the intended team to answer without making callers wait unnecessarily.
Manage voicemail
Workspace Voice can capture and play voicemail. Greetings can use text-to-speech or uploaded audio, including separate after-hours behavior. Gemini-powered transcription can turn voicemail audio into searchable text for review.
Record and review calls
Call history can include duration, status, ownership, and a recording reference. Recording can begin from answer for inbound and outbound calls when enabled.
Confirm that your calling and recording practices comply with the laws and consent requirements that apply to every participant and location.
Use AI call summaries
After a call, Gemini-powered summarization can produce a concise record of the conversation. Review the summary before using it for client commitments, billing changes, or formal scope decisions.
Post-call actions can include adding notes, calling back, creating a reminder or task, and sending follow-up communication.
Review call analytics
Call analytics help authorized users review calling activity and outcomes. Use analytics alongside client and conversation context rather than treating call volume alone as a measure of service quality.
Common checks
If calls are not reaching the expected person, verify:
- The phone number and inbound routing configuration.
- Business hours and holiday closures.
- Ring-group membership and selected routing mode.
- Agent presence, quiet hours, and blocked-number settings.
- Queue limits, timeout, and no-answer forwarding.