# Outbound Calls

The Outbound Calls connection enables your Duvo assignments to place and manage phone calls to vendors, partners, and internal contacts as part of automated workflows. Powered by ElevenLabs Conversational AI and Twilio, assignments can dial numbers, follow dynamic call scripts, capture outcomes, and update your systems automatically.

## Setup

### Prerequisites

* An [ElevenLabs](https://elevenlabs.io) account with Conversational AI access.
* A [Twilio](https://www.twilio.com) account with an active phone number.
* Your Twilio phone number imported into ElevenLabs. See [Twilio native integration](https://elevenlabs.io/docs/eleven-agents/phone-numbers/twilio-integration/native-integration) for setup steps.
* At least one AI agent created in ElevenLabs with the imported phone number assigned. Make sure to enable all Overrides in the agent's Security tab.

### Connection Fields

| Field                  | Description                                                                                                                                                                                                                     |
| ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **ElevenLabs API Key** | Your ElevenLabs API key. Go to [ElevenLabs](https://elevenlabs.io), click **Developers** in the left sidebar, then select **API Keys**. Create a new key and copy it immediately — the full key is only shown once on creation. |

### Third-Party Documentation

* [ElevenLabs API authentication](https://elevenlabs.io/docs/api-reference/authentication)
* [Twilio native integration with ElevenLabs](https://elevenlabs.io/docs/eleven-agents/phone-numbers/twilio-integration/native-integration)
* [ElevenLabs outbound calling via Twilio](https://elevenlabs.io/docs/conversational-ai/phone-numbers/twilio-integration/outbound-calling)

## Capabilities

* **Place outbound phone calls** — Automatically dial vendors, partners, and internal contacts using an ElevenLabs voice agent and a Twilio phone number. Optionally override the agent's first message and prompt per call.
* **Run text-based agent conversations** — Start a synchronous text conversation with an ElevenLabs agent without placing a phone call, useful for testing scripts or gathering information without voice.
* **Monitor call status** — Track call progress in real time with status polling (in progress, completed, failed, no answer).
* **Retrieve call transcripts** — Access the full conversation transcript after a call completes for audit trails and downstream processing.
* **List and inspect voice agents** — Browse all ElevenLabs agents in your account and view details for a specific agent to choose the right one for each call.
* **List available phone numbers** — See which phone numbers are available for outbound calls so assignments can select or verify the correct caller ID.

## Key Benefits

* **Reduce manual call volume** — Automate repetitive, process-driven calling scenarios that consume hours of team time.
* **Shorten time-to-resolution** — Accelerate supplier and partner issue resolution with automated follow-ups triggered by data thresholds or report outputs.
* **Standardize communication** — Ensure consistent messaging across markets and teams through governed, configurable scripts.
* **Unlock call data** — Convert phone conversations into structured data that flows back into your systems for measurement, reporting, and optimization.
* **Maintain a complete audit trail** — Track all calls, outcomes, transcripts, and system updates for full transparency and compliance.

## Works Well With

* **Google Sheets or Snowflake** — Pull contact lists and call parameters from your data sources, then write call outcomes back as structured records.
* **Gmail or Outlook** — Send follow-up emails after calls with summaries, next steps, or escalation details captured during the conversation.
* **Linear or Slack** — Create tickets or send notifications when calls surface issues that need human attention or cross-team coordination.