How to record outbound calls — business number or listener (2026)

In short: there are two paths. With a dedicated Heilo business number, you call from the dashboard, the customer sees the company number, and the call is captured automatically. If you use your private or existing number, you can manually invite Heilo as a silent listener through “Add call → Merge calls”.

Two ways to capture outbound calls

1. Dedicated business number — the primary path for teams

At level 3, you use a dedicated Heilo number. Select a contact in the dashboard and click “Call via Heilo”. Heilo calls the rep's verified phone first, then connects the customer. The customer sees the Heilo business number rather than the rep's private number.

The flow is:

1. choose the customer and the business number to call from,
2. choose a recording notice, verbal consent, or a call without recording,
3. Heilo calls you first,
4. after you answer, Heilo connects the customer,
5. the recording, transcript, and analysis reach the call history and can be sent to your CRM through the API or a webhook.

This path currently supports Polish +48 destinations and requires an eligible dedicated Heilo number with outbound calling enabled on the account.

2. Invite the listener — a backup for your existing phone

When you call from a private or existing number, Heilo is not automatically in the call. You can add it as a third participant. Modern phones can hold two calls and merge them into a small conference.

Listener option A — Heilo first

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.

Listener option 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 is that the opening seconds before the merge are not recorded in this option.

Where to find both features

• Dedicated number: the “Call via Heilo” button appears on contacts and call history when the account and number support outbound calling.
• Listener: open Settings → your phone → Calls and find “Invite Heilo to the call”.

If a feature is missing, check the service level and number configuration. Level 2 enables manual listener invitations; level 3 adds a dedicated number that captures calls automatically.

What you get from a recorded outbound 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 and recording notice

For calls through a dedicated number, you can play an automatic recording notice or ask for consent yourself at the start. You can also place the call without recording. Before the first outbound call, Heilo requires acknowledgement of the data-processing rules.

For a manual listener invitation, you inform the customer and ask for consent before the merge. A simple line works: “I'd like to record this call so nothing gets lost — is that okay?”. If the customer declines, do not record the call.

Requirements at a glance

You need	Why
Level 3 + a dedicated Heilo number	Dashboard calling and the business number as caller ID
Level 2 or 3 + a verified phone	Manual listener invitation
Your carrier's “Add call / Merge” feature	Needed only for the listener path
The customer's consent	It is their conversation too

A dedicated number is the best fit when a team wants consistent outbound capture. The listener remains a practical backup for calls from an existing phone or individual conversations you decide to capture.

Want inbound and outbound conversations under one company number? See the dedicated Heilo number and the API documentation if the data should flow to your CRM.

• Heilo.io