How to record the calls you make — the 3-way merge method

In short: Every call TO your Heilo number is already recorded, transcribed and filed for you. But the calls you make yourself — from your own phone — never reach Heilo, so they vanish. The fix is a 30-second habit: while the call is live, use your phone's built-in "Add call → Merge calls" to pull Heilo in as a third participant. From that moment Heilo records and transcribes the conversation and files it in your dashboard, exactly like an inbound call. No extra app — works on any iPhone or Android.

Why the calls you make disappear

Heilo answers, records and transcribes every call that comes IN to your business number — missed calls, voicemails and, on the higher plans, live answered calls.

Outbound calls are different. When you call a customer back, chase a quote or follow up on a deal, the call leaves your own phone and goes straight to the other person. Heilo is never in the loop, so there is nothing to record — yet these are often your most valuable conversations: the price you quoted, the deadline you promised, the objection you handled.

The idea: add Heilo as a third participant

Every modern phone can hold two calls at once and merge them into a small conference — the same "Add call" button you already use to loop in a colleague. The trick is simple: loop in your Heilo number instead of a colleague. Heilo picks up silently, joins as the third participant, and records and transcribes the whole conversation from that moment on. There are two ways to do it, and both take a few taps.

Method A — Heilo first (recommended)

Starting with Heilo means the recording is running before the customer even answers, so you never miss the opening.

1. Call your Heilo number from your verified phone. It answers with a short tone.
2. In your phone app, tap Add call and dial the customer.
3. When the customer answers, ask for their consent to record (more on that below).
4. Tap Merge calls — now it is a three-way conversation.
5. Heilo records in the background. When you hang up, the recording, transcript and a short analysis land in your dashboard and arrive by SMS.

Method B — customer first

Already talking to the customer? You can still pull Heilo in mid-call.

1. Call the customer from your verified number as usual.
2. Once they answer, ask for their consent to record.
3. Tap Add call, dial your Heilo number, then tap Merge calls.
4. Heilo joins as the third participant and records the rest of the conversation.
5. After you hang up, the transcript and analysis appear in your dashboard.

The only difference: with Method B the first few seconds — before you merge — are not recorded. That is why we recommend Method A for anything important.

Where to switch it on in Heilo

Call-in-to-record is part of the conversation plans (Tier 2 and Tier 3). To find your exact dial-in number and a copy of these steps:

1. Open Settings → your phone → the Calls tab.
2. Look for "Invite Heilo to the call" — it shows the number to dial and both methods above, pre-filled with your own number.

If you do not see it, your phone is on the voicemail-only plan, or the conversation feature is not enabled yet — upgrade the plan for that number and it appears.

What you get from every merged call

• A full recording of the conversation, stored securely.
• An automatic transcript you can search and copy.
• A short summary — the key facts, next steps and any promises made.
• An SMS notification the moment it is ready.
• The call filed in your dashboard next to your inbound calls, so your whole history lives in one place.

Consent — do it right

Recording a call means recording another person, so ask for their consent before you merge Heilo in. A simple line works: "I'd like to record this call so nothing gets lost — is that okay?" Keep it natural and wait for a yes.

For inbound calls Heilo can play a short recording notice automatically; for these outbound merges the consent is on you, because you start the call. If you handle personal data — most businesses do — treating consent as a habit keeps you on the right side of GDPR. See our guide on recording customer calls and GDPR for the details.

Requirements at a glance

You need	Why
Tier 2 or Tier 3 (conversation) plan on the number	Unlocks the invite-to-listen flow
A verified phone you call from	Heilo only lets your own numbers merge in
Your phone's "Add call / Merge" feature	Every iPhone and Android has it — no app to install
The customer's consent	It is their conversation too

That is the whole trick: a number to dial and a two-tap habit. Do it once and recording the calls you make becomes as automatic as the ones that come in.

• Heilo.io