Calls and voice - Myra Docs

Make and receive calls in-browser, with recordings, transcripts, and AI analysis.

Myra turns your CRM into a fully-featured cloud phone system. Voice is integrated directly into your workspace to ensure every conversation is documented.

Call Centre tabs

The Call Centre is split into three sections:

Analysis - a full-width metrics dashboard: total calls, talk time, connect rate, no-answer count, inbound/outbound split, unique contacts, calls per day, AI coverage, meaningful (2 min+) conversations, longest call, failed/pending recordings, a 14-day volume trend, hourly activity, and top AI outcomes.
Recordings - the searchable list of every recorded call, with filters, bulk AI analysis, and CSV export.
Live Transfers - preset management and the live-transfer dashboard.

Myra Wallet & Billing

Telephony usage is billed via the Myra Wallet, a prepaid USD balance.

Auto-Recharge: Optional automatic top-ups (e.g., $10 top-up when balance hits $20).
Transparency: Outbound calls/SMS pause if the balance hits $0.
Rates: Live carrier-based pricing with per-business markups. US local numbers typically start at $1/mo.

Rate references currently cover Irish and Canadian mobile numbers, with outbound calls and messaging available to any destination. Prices are subject to change due to a range of circumstances, including but not limited to our telephony provider increasing its underlying rates, carrier surcharges, destination mix, regulatory charges, currency movement, or routing changes.

Handling Inbound Calls

Instant Context: See contact name, recent notes, and pipeline stage on incoming calls.
Smart Routing (IVR): Build phone menus (e.g., "Press 1 for Sales").
Simultaneous Ring: Ring the whole team at once.
Accurate call history: When one team member answers a simultaneous ring, the original inbound timeline entry is marked answered, timed from pickup to hangup, and linked to one recording of the caller conversation. Calls nobody answers remain marked missed.
Recording diagnostics: If an inbound recording fails to start, support can inspect the provider response without changing the call or fabricating audio.
Live-transfer app rings: The browser dialler stays registered for incoming live transfers even if the workspace you currently have open does not have its own From number or direct inbound calls are disabled. Outbound calls still require a valid From number.
Connection status: The dialler checks its calling connection every 30 seconds; the green status means the current browser session is available for app calls.

The Outbound Dialler

Make calls with one click from any contact, or open the Dialler tab in Call Centre to work through a list at speed.

UK contact numbers saved in national format (for example 077…) are automatically converted to international format when you click Call.
Dialler lists: Build private or team-shared lists. Add contacts from the contact card ("Dialler list" button) or import in bulk. Each list has a repeat cycle so contacts you didn't reach cycle back to the top.
Power Dialler: Auto-progresses one contact at a time with a configurable wait (0-30s) between calls.
Sequential Dialler: Dials multiple lines in parallel (1-10) and bridges you to whoever answers first, with voicemail detection dropping unanswered legs. You pay for every leg dialled.
Outcomes: After each call pick meeting booked, not interested, no answer, callback, voicemail, or Do Not Call. Redial outcomes schedule the contact back into the queue automatically.
Activity Logging: Every call is automatically logged as a note in the contact's record. Failed calls are also dropped into notes for visibility.

AI Call Intelligence

Automated Transcription: Speaker-separated transcripts available minutes after a call.
AI Summary: The AI extracts key action items and summaries.
Sentiment Analysis: Detects the "Mood" of the caller.

Compliance

Consent Prompts: Enable automated "Pre-Call Announcements" for legal compliance.
Selective Recording: Toggle recording on or off per client with the "Record calls" switch.

Emergency services calls (important)

Myra is a business phone system and is not a replacement for an emergency line. If a user dials an emergency number (999, 911, 112, 000, or any equivalent) through the dialler or a Myra-provisioned number:

The call is routed through our telephony provider's emergency handling. Location accuracy, caller ID and dispatch behaviour depend entirely on that provider and the destination country - it may not reach the correct emergency dispatcher.
The call is billed at the provider's emergency-services rate, which is significantly more expensive than a normal per-minute call (often several USD per attempt plus premium per-minute charges) and is deducted from your Myra Wallet immediately.
Always use a mobile phone or landline for genuine emergencies. We recommend telling any team member who uses the dialler.

Recording cost & storage

Per-minute fee: When the "Record calls" toggle is on, an additional $0.005 per minute recorded is charged on top of the normal outbound/inbound minute rate. It is deducted from the telephony wallet the day after the call.
Storage: Recordings appear in Drive under the system folder Phone call recordings and count toward your plan's free storage allowance (Starter 1 GB, Growth 10 GB, Scale 50 GB). Only usage above that allowance is billed at the standard Drive overage rate ($0.002 / MB / month, prorated daily).
Retention: Recordings are kept forever until manually deleted from the Phone call recordings folder.
Prices are subject to change due to a range of circumstances, including but not limited to our telephony provider increasing its underlying rates.

Voicemail

Visual Voicemail: Read transcripts instead of listening.
Missed Call Text-Back: Automatically text back missed callers to keep the lead warm.

FAQs

Can I use the mobile app? Yes, the Myra app allows calls from your business number on iOS/Android.

What is the setup cost? A small monthly fee per number plus usage-based minutes.

Finding a recording

Search by name or number: The Call Centre search box matches contact name, company name, phone number (partial digits work) and AI summary/outcome - not just raw numbers.
Unlinked calls: Calls dialled to a number that matches an existing contact are shown with that contact's name even if the call wasn't started from their record.
"Recording…" on a call: Shown while the audio is still being processed. If no recording was ever captured, the entry settles on "No recording" instead of spinning indefinitely.
Stuck on "pending": If a recording hasn't finished processing, Myra automatically re-checks the phone system when you open the Call Centre and attaches the audio as soon as it's available.

Who answered a shared call

When several diallers ring for the same call (direct inbound fan-out or a live transfer) and someone else answers first, the other diallers now show "Picked up by {name}" instead of a vague "Call ended". If nobody answered, or the name cannot be determined, they show "Call ended" - Myra never guesses an answerer. Names are only shown to members of the same client.

Why a call ended

Every call now records the phone network's hangup reason (for example "Ended normally", "Busy", "Rejected", "Invalid number"), who ended it, and the real talk duration. This appears under the call in the Calls list and in the call detail dialog, so you can tell a normal hangup apart from a routing or network failure without contacting support.

Live call timer

While a call is connected, the dialler shows a live MM:SS timer next to the call status, so you always know how long you have been talking - including on live transfers.

Microphone indicator during your shift

While you are signed in and connected to the phone system, your browser may show its small red "microphone in use" dot on the tab. This is deliberate: it shows the dialler is live and it stops the browser putting your tab to sleep and silently missing calls. No audio is recorded, processed or sent - the microphone is held muted, and it is released automatically during calls (your call audio is unaffected). This only happens if you have already allowed microphone access; you will never get a new permission pop-up because of it.

Set up your device to receive calls

One "Set up your device to receive calls" guide appears on the Live Transfers screen, the Call Centre and in Settings → Notifications (it replaces all the older separate blocks, including the push-notification and desktop-alert cards). In Settings it is expanded by default as a setup checklist; elsewhere it stays collapsed. It walks through six steps in order:

Keep Chrome from putting Myra to sleep - paste chrome://settings/performance into the address bar, add this site under "Always keep these sites active", and turn Memory Saver OFF and Energy Saver OFF (Edge: edge://settings/system, "Never put these sites to sleep"). A full screenshot of the Performance page is included and can be clicked to enlarge.
Turn on push notifications on this device - the "Enable call alerts on this device" button, plus the iPhone note (add the app to your Home Screen first via Share → Add to Home Screen).
Allow notifications in your browser and on your computer - enabling alerts in the app is not enough on its own. Check this site is Allowed under chrome://settings/content/notifications, then allow Google Chrome in your computer's own settings: macOS (System Settings → Notifications → Google Chrome → Allow notifications, alert style Banners/Alerts, Focus/Do Not Disturb off) and Windows (Settings → System → Notifications, Chrome on, banners ticked, Focus assist/Do not disturb off). Official Apple and Microsoft guides are linked. Verify with Send test - if no alert appears, notifications are still blocked at the operating-system level.
Turn on desktop alerts for incoming calls - shows a desktop notification while a call is ringing, with live enabled/blocked status.
Allow your microphone - via the padlock icon → Site settings → Microphone → Allow.
Final checks - keep a tab open and signed in, the tab does not need to be the visible one, don't let the computer sleep during shift hours, and reopen/refresh and check the connected status if it was closed or asleep.

Answering a call on your phone

When a call arrives while the app is open (or after you tap a call notification and the app comes to the front), Myra now shows a full-screen incoming call screen with large Answer and Decline buttons. It sits above everything else, so the buttons can never be hidden behind the keypad or scrolled off the screen on a phone.

Tap Answer to take the call — this also unlocks call audio on iPhone.
Tap Decline to reject it; the call keeps ringing any other team members it was sent to.
If your phone shows "call sound is blocked", tap that banner first, then answer.

Transcribing long calls

Long recordings are transcribed in ten-minute sections and joined back together in order, so a call of any normal length works the same way as a short one. Recordings longer than two hours are transcribed up to that point, and the transcript says clearly how many minutes were covered - nothing is cut silently.