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Texting and calling through Closr

Texting and calling through Closr

~4 min read

Closr gives you a real business phone number through Twilio. Outbound texts and calls go from that number. Inbound texts and calls route back to the matching contact's thread automatically. You don't need to give out your personal cell. See the `business-phone` guide for provisioning.

Outbound SMS

Two ways to send a text:

  1. 1From chat. "Text Sarah I'm running 10 minutes late", "send the Smiths the showing confirmation for 7pm". Cody drafts, you confirm, the message goes out from your Closr number and logs as an Activity on the contact's thread.
  2. 2From the contact card. There's a Text button in the action row. Type and send.

Every send goes through the same path: same validation, same delivery, same activity log, whether you draft from chat or send from a contact card. If you haven't set up a Closr business line yet, you'll get a clear prompt to do that instead of a cryptic error.

Inbound SMS

When a contact replies to a text, Twilio webhooks Closr at `/api/webhooks/twilio/sms`. The inbound message gets matched to the contact by phone number, logged as an inbound Activity, and surfaced in your Inbox. The same thread that holds your outbound also holds their reply. Nothing to wire up.

If you reply to that inbound from chat or the contact card, an unclaimed-thread auto-assigns to you so teammates know it's covered.

10DLC: required for any US-bound SMS

This is binary. If you want to text US numbers and have them actually deliver, your Twilio number needs to be registered under A2P 10DLC. US carriers have been blocking unregistered traffic since February 2025.

What this means for you:

  • •Canadian-only sends: work today without registration.
  • •US sends: require 10DLC registration on the Twilio side. We're handling registration centrally through a Messaging Service SID set in `TWILIO_MESSAGING_SERVICE_SID`. If you see "message blocked by carrier" errors on US numbers, that's the cause: the registration isn't finalized yet, or your number isn't attached to the messaging service.

If you're in alpha and US-bound SMS is blocking you, message Ara directly so we can fast-track your number through registration.

Calls

Outbound: hit the Call button on a contact card. The call rings your phone first (the number you set in Settings → Business Phone), then connects to the contact. The call is logged with start time, duration, and status. Recording + transcription run if enabled on your team, and you'll see the summary, sentiment, and an extracted commitments list on the call detail panel.

Inbound: someone calls your Closr number. By default it forwards to the phone you configured. If you've enabled the AI voice agent, the AI answers, handles the conversation, and produces a transcript + summary on your dashboard. See the `voice-mode` guide for that side.

Missed calls, voicemails, and busy signals all log with the right status. You can see them on the contact card, on the dialer page, or on the Voice AI page if the AI handled it.

The `/app/voice-ai` page is where AI-answered calls live. The regular `/app/calls` page is the full call log. Same data, different filters.

WhatsApp: awaiting Meta approval

You'll see WhatsApp surfaces in a few spots in the UI. Outbound WhatsApp doesn't go through yet. Meta hasn't approved Closr's Business Solution Provider application. The button is there so the path is ready when approval lands. For now, treat anything labeled WhatsApp as preview. Use SMS or email instead.

Where to go next

  • •`business-phone`: provisioning your Twilio number, setting your forwarding phone
  • •`voice-mode`: talking to Cody/Cloe by voice, and AI-answered inbound calls
  • •`inbox`: where inbound SMS lands