Overview
In-app calling is a premium feature and is subject to Element451's usage-based pricing.
Seamlessly integrate phone-based outreach into your workflow with Element451's in-app calling feature. Make domestic (US & Canada) outbound calls directly within Element451 with just a click. For incoming calls to your Element451 phone numbers, you can either forward them to an existing phone number or have them handled by an AI Voice Assistant. Our calling feature eliminates the friction of switching between separate tools, allowing you to manage all your phone communications within one unified system.
Phone Numbers for In-App Calling
Purchased Numbers
With In-App Calling, your purchased number can either be the phone number you already use for SMS/MMS communications in Element451, or you can buy a separate number specifically for In-App Calling. Purchased numbers support inbound and outbound SMS/MMS and only outbound calls (if you use In-App Calling).
It's important to note that inbound calls are not supported with In-App Calling. To ensure calls are directed to the right place, you must set up a forwarding number in your purchased number settings. This will forward any incoming calls to your chosen phone number (e.g., your admissions office line) or a Bolt Assistant.
You are also free to purchase as many additional numbers as you wish. This can be especially useful if you’re using Advanced Voice Mode with Bolt AI Assistants and want to assign different numbers to different assistants, keeping communication organized across various touchpoints.
Connected Numbers
In addition to purchased numbers, you can manually add verified connected numbers. Once you have added and verified a connected number (we explain how to do this below), you’ll have the option to select it when initiating an outbound call. For example, you could connect your admissions office number. The benefit of using a connected number is that it will show up as the Caller ID, making it easier for contacts to call you back at the correct office number.
Important Notes Regarding Connected Numbers:
You don’t have to use a connected number if you don’t want to. You can still make calls using your purchased phone number.
When making an outbound call in Element451, you must select your connected number as the "From Number" for it to show as the caller ID.
You cannot send SMS/MMS messages from these numbers using conversations, campaigns, or other notification messaging.
Before a number can be used as a Caller ID, it must be verified within Element451. This process is explained below.
Forwarding Your Purchased Number
If you use a purchased phone number, remember that inbound calls are not supported for this number. To ensure any incoming calls are directed to the right place, you must set up a forwarding number in your purchased number settings. We explain this process below.
If you don't use In-App Calling, you should still set up a forwarding number for the phone number you use for SMS/MMS. This provides a way for calls to be directed to you if someone calls that number.
How-To Initiate an Outbound Phone Call
Navigate to Engagement > Conversations > All Conversations.
Click the + New Conversation button in the header.
Configure the conversation details:
Channel: Select the Phone Call chip.
Private: Select if you wish to make the conversation private.
Who is making the call: Choose between you or AI Voice Assistant.
If selecting AI Assistant:
AI Voice Assistant: Select one of your configured assistants
The AI Assistant must have a voice setting assigned in Conversation Settings to be compatible.
Goal: Enter the goal for the AI to accomplish. You can also provide extra instructions for the assistant to follow.
Phone Number for Call Transfer: Select where calls should be transferred when a user requests to speak to a human.
From Number: Select the number you will be calling from (if your campus has purchased multiple numbers)
Recipient: Select the contact you wish to call.
To Number: Select the contact's phone number you wish to call. You also have the ability to select 'other phone number' and manually type a number.
Record: Use the toggle to enable call recording.
Once you enable call recording, transcription occurs automatically. Also, note that recording regulations differ by location. It's up to your institution to announce recordings as required and ensure compliance with local laws.
Once the settings have been configured, click "Confirm" in the top right corner.
Review the configurations for accuracy.
Click "Call" to initiate the call.
Quick Access to Initiating Calls
In addition to directly from the Conversations module, you can initiate a phone call quickly from other locations within Element451, depending on your workflow.
People Listing: On the People listing (Contacts > People), you can click the phone icon next to the contact's cell phone number.
Note: If the cell phone number is not visible, you must use the configure table columns button at the top to add the Cell Phone column.
Student Profile: A call-to-action button can be added to the student profile. Element451 administrators can edit the People Template Header in Settings > Profile Templates. If you want more information on profile templates, click here.
Phone Settings + Managing Numbers
You can access your in-app calling (phone) settings, which include management of purchased phone numbers, by navigating to Engagement > Conversations > Settings > Phone.
Incoming calls cannot be routed through Element451 and must be forwarded to an external phone number or managed by an AI Assistant. This setting is explained below.
The settings are divided into two sections—phone numbers and phone call settings:
Phone Numbers
Phone Numbers
In the Phone Numbers section, you can view all purchased and connected phone numbers, edit settings for those numbers, or connect/buy additional phone numbers.
Editing + Deleting Phone Numbers
To edit or delete a phone number, click the vertical ellipsis (⋮)
Phone Number Settings
Name
The name assigned to identify this phone number
Forward Incoming Calls To
Because In-App Calling does not support inbound calls, you have two options for handling forwarding when someone calls your E451 number:
Phone Number: Route incoming calls to an external phone number (e.g., admissions office). When call forwarding is enabled, your caller ID will display the caller/student's number.
AI Voice Assistant: Forwards the call to an AI Student Assistant
When selected, you will assign an Assistant to that number (the assistant must have a voice setting assigned (click here to learn more about this feature).
On your main phone settings page, the icons to the right of the phone number denote the call-handling method for that number (phone number or AI Assistant).
Connect a Calling Phone Number
Element451 allows you to connect and verify additional phone numbers, which can be used as your Caller ID when making outbound calls through the in-app calling feature. This helps ensure that students see a familiar number—such as your main admissions office line—when you call from Element451. Read more about connected phone numbers above.
Adding a Phone Number + Verification Process:
Click + Connect a Calling Phone Number to begin.
Enter a Phone Number Name (for identification purposes) and the Phone Number you want to connect.
Click Verify in the top-right corner.
Important: You must have access to the phone you are setting up to complete the verification process.
The system will automatically call the phone number you entered and request a verification code.
The verification code will be displayed in the Status column as: “Waiting for Verification (######)”
Answer the call and enter the verification code on your phone’s keypad.
Once entered correctly, your phone number will be verified and ready for use.
Buy a Phone Number
Additional Element451 phone numbers can be purchased and added to your account.
By purchasing additional lines, you agree to the additional costs through the end of your contract term.
If you have questions, please contact Element451 Customer Success via live chat or at support@element451.com before purchase.
Please remember that these phone numbers are only for in-app calling only, not SMS/MMS.
Click the + Buy a Phone Number to begin.
Phone Call Settings
Phone Call Settings
Allow Phone Call Recording
The main control that allows phone recordings.
Record Phone Calls by Default
Always enable the recording toggle when making a new call. You can disable it before making the call.
Default Phone Number
This number will be pre-populated from the dropdown menu when initiating an outbound call. You can change it before placing the call.
Configuring AI Assistants for Voice Mode
Assistants must have an assigned voice to handle calls. Voice assignment is managed in Bolt Assistant settings.
Navigate to Conversation Settings > Bolt Assistants
Select or create a new assistant.
Enable voice capabilities by assigning a voice.
Once done, you can assign the assistant to a phone number in settings by navigating to Engagement > Conversations > Settings > Phone.
Locate the number you wish to assign to the assistant.
Click the three vertical dots at the end of that phone number's row and select edit.
Set the "Forward incoming calls to" option to: AI Voice Assistant.
Select which assistant you wish to assign to this number.
Click Save in the top right corner.
Call History, Recording, Transcription, + Notes
Access call history in your Conversations Inbox (Engagement > Conversations > All Conversations).
Thread Identification: Phone calls marked with 📞 icon.
Individual Threads: Each call creates a separate conversation.
Transcription + Recording: Transcripts and recordings for each call (when enabled) can be accessed from the thread.
Transcription is provided by speaking segment (message bubble), making it easier to follow who is speaking and review conversations.
Transcription is also provided for calls handled by an AI Assistant.
For voice calls, only transcripts are available. Voice recordings are not available at this time.
Private Call: You can mark individual phone calls as private, keeping information secure and confidential. For more information on private conversations, read our help article here.
Call Notes: Add private notes following a call.
