Voice

BYO Twilio (Bring Your Own)

You connect your own Twilio account in /settings/voice. Kernel does not bill minutes : you pay Twilio directly. Kernel only bills the overlay (AI coaching, transcription, storage). Disconnect any time.

• Account SID + API Key Sid + Secret (you create the API Key in Twilio Console)
• Region : ie1 (Ireland) recommended for GDPR
• FR National Business regulatory bundle required to buy 09 numbers (B2B cold outbound)
• TwiML App auto-created by Kernel (one click in the BYO panel)

Automatic webhook configuration

You do NOT manually configure webhooks on Twilio Console. On import, Kernel PUTs to IncomingPhoneNumbers and sets : VoiceUrl, VoiceMethod, StatusCallback, StatusCallbackMethod, VoiceApplicationSid.

• VoiceUrl : https://kernel.freelance-os.fr/api/voice/voice-app/connect
• StatusCallback : https://kernel.freelance-os.fr/api/voice/webhooks/status
• HTTP method : POST on both
• VoiceApplicationSid : linked to workspace TwiML App

In-browser dialer (Voice SDK)

No native app to install. Open /voice/run in Chrome or Safari, the Twilio SDK registers, your mic and headphones become your phone. WebRTC under the hood. Bluetooth-compatible.

Scripts and live objection detection

Define opener scripts, recurring objection responses, closing scripts in /voice/scripts. During the call, the current-phase script renders with variable interpolation (firstName, company, etc.). Objections are detected by AI in real time and the response is surfaced to you.

Dispositions and pipeline

After each call, you set a disposition (Connected/Voicemail/No answer/Wrong number/DNC/Booked, etc.). Dispositions are configurable per workspace. Transcripts and dispositions flow into the CRM and /voice/analytics.

Analytics and coaching

KPIs at the top (calls, contacts, bookings, talk time), funnel by disposition, hour heatmap, talk ratio (are you talking too much), top performing openers, top failing objections. AI coaching suggests script tweaks based on outliers.

Quotas and billing

Voice is included in Pro and Agency plans. Monthly quotas : outbound minutes, transcription, AI coaching. The /settings/billing/usage page shows the breakdown with a serviceGroup filter to isolate voice.