Voice / Phone

Let your users leave feedback as voicemail by connecting a Twilio phone number. Callers hear a greeting, leave a message, and UserHero automatically transcribes the recording and creates a feedback item.

How It Works

1. You connect a Twilio phone number to a project
2. When someone calls that number, they hear a greeting and leave a voicemail
3. UserHero downloads the recording, transcribes it, and creates a feedback item
4. You can listen to the recording, read the transcription, and call back the person — all from the dashboard

Prerequisites

Before setting up voice, you need:

• A Pro or Pro Max plan
• An active Twilio account
• A voice-enabled phone number from Twilio
• Your Twilio Account SID and Auth Token

Getting Twilio Credentials

1. Sign in to your Twilio Console
2. Your Account SID and Auth Token are on the dashboard homepage
3. Purchase or use an existing voice-enabled phone number under Phone Numbers > Manage > Active Numbers

Setup

Step 1: Enable Voice at Workspace Level

1. Go to Workspace Settings > Integrations
2. Find Voice / Phone and toggle it on
3. This makes voice available to all projects in the workspace

Step 2: Configure Voice in a Project

1. Go to your project Settings > Integrations
2. Find the Voice / Phone card
3. Toggle it on

Step 3: Enter Credentials

Enter your Twilio credentials:

• Account SID — Your Twilio Account SID (starts with AC)
• Auth Token — Your Twilio Auth Token

Step 4: Select a Phone Number

After credentials are validated, UserHero fetches your available Twilio phone numbers. Select the number you want to use for voicemail.

Step 5: Customize the Greeting (Optional)

You can customize the message callers hear before the beep. The default greeting is:

"Sorry, we are unable to take your call right now. Please leave a message after the beep."

Step 6: Connect

Click Connect to activate the phone number. UserHero configures the Twilio webhooks automatically — no manual webhook setup is needed.

Viewing Voice Feedback

Voice feedback items appear in your feedback inbox alongside other feedback. Each voice item includes:

• Audio player — Listen to the recording directly in the dashboard
• Transcription — Automatically transcribed text of the voicemail (available within a few minutes)
• Caller phone number — The number that left the message
• Recording duration — Length of the voicemail

Call Back

You can call a customer back directly from the dashboard:

1. Open a voice feedback item
2. Click Call Back
3. Enter your phone number (the number you want to receive the call on)
4. UserHero connects the call — it rings your number first, then bridges to the customer

Managing Connected Numbers

Connecting Multiple Numbers

You can connect multiple phone numbers to the same project. Each number creates its own voicemail channel.

Disconnecting a Number

1. Go to Project Settings > Integrations > Voice / Phone
2. Click Disconnect on the number you want to remove
3. Confirm the disconnection

Disconnecting removes the Twilio webhook configuration and stops new voicemails from creating feedback. Existing recordings are not deleted.

Security

• Encryption at rest: Twilio credentials are encrypted using AES-256-GCM before storage
• No credential exposure: After saving, credentials are displayed as masked values. They cannot be retrieved.
• Server-side only: Credentials are only decrypted within server-side functions
• No logging: Credentials are never written to application logs

Costs

UserHero does not charge separately for voice — you pay Twilio directly at their standard rates:

Costs vary by country. Check Twilio's pricing page for details.

Troubleshooting

Calls not creating feedback

• Verify voice is enabled at both the workspace and project level
• Check that the phone number shows as Connected in project settings
• Confirm your workspace is on a Pro or Pro Max plan
• Check that you have not exceeded your monthly feedback limit

No transcription appears

• Transcriptions are processed asynchronously and may take 1 to 5 minutes
• Very short recordings (under 2 seconds) may not produce a transcription
• Check your Twilio account for transcription errors in the call logs

"Validation failed" when connecting

• Verify the Account SID starts with AC
• Verify the Auth Token is correct (not an API Key — use the main auth token)
• Ensure your Twilio account is active and not suspended

Caller hears an error message

• Check that the phone number is still active in your Twilio account
• Verify the voice integration is enabled in project settings

Plan Requirements