# Introduction to DoubleTick Telephony

DoubleTick started as a WhatsApp Business platform — helping teams send messages, run bots, and manage customer conversations at scale. But communication does not always happen over WhatsApp. Customers still pick up the phone. Sales teams still close deals on calls. Support teams still resolve issues faster when they can just talk to someone.

That is why we built DoubleTick Telephony.

**DoubleTick Telephony lets your team make and receive regular phone calls directly from within DoubleTick — without switching to a separate calling tool.** Every call your team makes is **logged, recorded, and linked to the customer's conversation in DoubleTick**, right alongside their WhatsApp messages.

#### <mark style="color:$primary;">**What changes for your team**</mark>

Before DoubleTick Telephony, a typical team had two separate tools — one for WhatsApp and one for calling. Conversations were split. Context was lost. Managers had to check two different platforms to get a full picture of a customer interaction.

With DoubleTick Telephony, everything is in one place. Your agents work from a single platform. Every interaction — whether it happened over WhatsApp or a phone call — is visible in one thread.

#### <mark style="color:$primary;">**What you can do with DoubleTick Telephony**</mark>

**Call any number** Make outbound calls to any mobile or landline number. The person you are calling does not need WhatsApp — they just need a working phone.

**Multiple agents, one number** Multiple agents can make and receive calls from a single DoubleTick phone number — just like how your team handles WhatsApp conversations today.

**Works on mobile** Agents are not tied to a desktop. They can make and receive calls from their mobile device.

**Works inside your CRM** DoubleTick Telephony is compatible with Salesforce and other custom CRMs. Agents can make calls without leaving their CRM.

**Automatic call recordings** Every call is recorded automatically and saved inside DoubleTick, linked to the customer's conversation thread.

**Transcription and summary** Calls can be automatically transcribed and summarised so managers can review conversations quickly without listening to full recordings.

**Call analytics** Track talk time, number of calls, missed calls, and more — all inside DoubleTick's analytics dashboard.

**AI-powered calling** DoubleTick Telephony supports AI calling, allowing you to automate outreach at scale without needing a human agent on every call.

#### <mark style="color:$primary;">**What's in this section**</mark>

The following articles will walk you through everything you need to know about DoubleTick Telephony — **how channels work, how calls are made, what it costs, and how to get set up**.


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