From 48627da0f99d2ef166a89046a8c853605363496b Mon Sep 17 00:00:00 2001
From: Sojan Jose <sojan@pepalo.com>
Date: Mon, 24 Nov 2025 17:47:00 -0800
Subject: [PATCH] feat: outbound voice call essentials (#12782)

- Enables outbound voice calls in voice channel . We are only caring
about wiring the logic to trigger outgoing calls to the call button
introduced in previous PRs. We will connect it to call component in
subsequent PRs

ref: #11602

## Screens

<img width="2304" height="1202" alt="image"
src="https://github.com/user-attachments/assets/b91543a8-8d4e-4229-bd80-9727b42c7b0f"
/>

<img width="2304" height="1200" alt="image"
src="https://github.com/user-attachments/assets/1a1dad2a-8cb2-4aa2-9702-c062416556a7"
/>

---------

Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Co-authored-by: iamsivin <iamsivin@gmail.com>
Co-authored-by: Vishnu Narayanan <vishnu@chatwoot.com>
---
 AGENTS.md                                     |   5 +
 app/builders/contact_inbox_builder.rb         |   2 +
 app/builders/messages/message_builder.rb      |   3 +
 app/javascript/dashboard/api/contacts.js      |   6 +
 .../Contacts/ContactsDetailsLayout.vue        |   1 +
 .../Contacts/VoiceCallButton.vue              |  57 +++++-
 .../message/bubbles/VoiceCall.vue             |  97 ++++++++--
 .../components-next/message/constants.js      |  13 ++
 .../widgets/conversation/ConversationCard.vue |  34 ++--
 .../widgets/conversation/VoiceCallStatus.vue  |  77 ++++++++
 .../composables/useVoiceCallStatus.js         | 161 ---------------
 .../dashboard/i18n/locale/en/contact.json     |   3 +-
 .../conversation/contact/ContactInfo.vue      |   1 +
 .../store/modules/contacts/actions.js         |  18 ++
 .../dashboard/store/modules/contacts/index.js |   1 +
 .../modules/specs/contacts/actions.spec.js    |  79 ++++++++
 .../contacts/contactable_inboxes_service.rb   |   2 +
 config/routes.rb                              |   2 +
 .../enterprise/contact_inbox_builder.rb       |  21 ++
 .../enterprise/messages/message_builder.rb    |   9 +
 .../v1/accounts/contacts/calls_controller.rb  |  38 ++++
 .../controllers/twilio/voice_controller.rb    | 183 ++++++++++++++++--
 enterprise/app/models/channel/voice.rb        |  22 +++
 .../contacts/contactable_inboxes_service.rb   |  16 ++
 .../services/voice/call_message_builder.rb    |  90 +++++++++
 .../voice/call_session_sync_service.rb        |  94 +++++++++
 .../app/services/voice/call_status/manager.rb |  66 +++++++
 .../app/services/voice/conference/manager.rb  |  71 +++++++
 .../app/services/voice/conference/name.rb     |   5 +
 .../services/voice/inbound_call_builder.rb    | 125 ++++++------
 .../services/voice/outbound_call_builder.rb   |  98 ++++++++++
 .../services/voice/provider/twilio_adapter.rb |  32 +++
 .../services/voice/status_update_service.rb   |  59 ++++--
 .../twilio/voice_controller_spec.rb           |  95 +++++++--
 .../voice/inbound_call_builder_spec.rb        | 126 +++++++++---
 .../voice/outbound_call_builder_spec.rb       |  97 ++++++++++
 .../voice/status_update_service_spec.rb       |  17 ++
 spec/jobs/mutex_application_job_spec.rb       |   2 +-
 tailwind.config.js                            |   1 +
 39 files changed, 1485 insertions(+), 344 deletions(-)
 create mode 100644 app/javascript/dashboard/components/widgets/conversation/VoiceCallStatus.vue
 delete mode 100644 app/javascript/dashboard/composables/useVoiceCallStatus.js
 create mode 100644 enterprise/app/builders/enterprise/contact_inbox_builder.rb
 create mode 100644 enterprise/app/builders/enterprise/messages/message_builder.rb
 create mode 100644 enterprise/app/controllers/api/v1/accounts/contacts/calls_controller.rb
 create mode 100644 enterprise/app/services/enterprise/contacts/contactable_inboxes_service.rb
 create mode 100644 enterprise/app/services/voice/call_message_builder.rb
 create mode 100644 enterprise/app/services/voice/call_session_sync_service.rb
 create mode 100644 enterprise/app/services/voice/call_status/manager.rb
 create mode 100644 enterprise/app/services/voice/conference/manager.rb
 create mode 100644 enterprise/app/services/voice/conference/name.rb
 create mode 100644 enterprise/app/services/voice/outbound_call_builder.rb
 create mode 100644 enterprise/app/services/voice/provider/twilio_adapter.rb
 create mode 100644 spec/enterprise/services/voice/outbound_call_builder_spec.rb

diff --git a/AGENTS.md b/AGENTS.md
index e3b022a2e..ef1d3b26d 100644
--- a/AGENTS.md
+++ b/AGENTS.md
@@ -10,6 +10,9 @@
 - **Test Ruby**: `bundle exec rspec spec/path/to/file_spec.rb`
 - **Single Test**: `bundle exec rspec spec/path/to/file_spec.rb:LINE_NUMBER`
 - **Run Project**: `overmind start -f Procfile.dev`
+- **Ruby Version**: Manage Ruby via `rbenv` and install the version listed in `.ruby-version` (e.g., `rbenv install $(cat .ruby-version)`)
+- **rbenv setup**: Before running any `bundle` or `rspec` commands, init rbenv in your shell (`eval "$(rbenv init -)"`) so the correct Ruby/Bundler versions are used
+- Always prefer `bundle exec` for Ruby CLI tasks (rspec, rake, rubocop, etc.)
 
 ## Code Style
 
@@ -37,6 +40,8 @@
 
 - MVP focus: Least code change, happy-path only
 - No unnecessary defensive programming
+- Ship the happy path first: limit guards/fallbacks to what production has proven necessary, then iterate
+- Prefer minimal, readable code over elaborate abstractions; clarity beats cleverness
 - Break down complex tasks into small, testable units
 - Iterate after confirmation
 - Avoid writing specs unless explicitly asked
diff --git a/app/builders/contact_inbox_builder.rb b/app/builders/contact_inbox_builder.rb
index 788ae39d1..40e571f43 100644
--- a/app/builders/contact_inbox_builder.rb
+++ b/app/builders/contact_inbox_builder.rb
@@ -103,3 +103,5 @@ class ContactInboxBuilder
     @inbox.email? || @inbox.sms? || @inbox.twilio? || @inbox.whatsapp?
   end
 end
+
+ContactInboxBuilder.prepend_mod_with('ContactInboxBuilder')
diff --git a/app/builders/messages/message_builder.rb b/app/builders/messages/message_builder.rb
index af31a0728..7df72e14a 100644
--- a/app/builders/messages/message_builder.rb
+++ b/app/builders/messages/message_builder.rb
@@ -138,6 +138,7 @@ class Messages::MessageBuilder
       private: @private,
       sender: sender,
       content_type: @params[:content_type],
+      content_attributes: content_attributes.presence,
       items: @items,
       in_reply_to: @in_reply_to,
       echo_id: @params[:echo_id],
@@ -222,3 +223,5 @@ class Messages::MessageBuilder
                                        })
   end
 end
+
+Messages::MessageBuilder.prepend_mod_with('Messages::MessageBuilder')
diff --git a/app/javascript/dashboard/api/contacts.js b/app/javascript/dashboard/api/contacts.js
index 025df2122..1e76ac987 100644
--- a/app/javascript/dashboard/api/contacts.js
+++ b/app/javascript/dashboard/api/contacts.js
@@ -47,6 +47,12 @@ class ContactAPI extends ApiClient {
     return axios.get(`${this.url}/${contactId}/labels`);
   }
 
+  initiateCall(contactId, inboxId) {
+    return axios.post(`${this.url}/${contactId}/call`, {
+      inbox_id: inboxId,
+    });
+  }
+
   updateContactLabels(contactId, labels) {
     return axios.post(`${this.url}/${contactId}/labels`, { labels });
   }
diff --git a/app/javascript/dashboard/components-next/Contacts/ContactsDetailsLayout.vue b/app/javascript/dashboard/components-next/Contacts/ContactsDetailsLayout.vue
index 4c7b9249e..fd755022d 100644
--- a/app/javascript/dashboard/components-next/Contacts/ContactsDetailsLayout.vue
+++ b/app/javascript/dashboard/components-next/Contacts/ContactsDetailsLayout.vue
@@ -102,6 +102,7 @@ const closeMobileSidebar = () => {
               />
               <VoiceCallButton
                 :phone="selectedContact?.phoneNumber"
+                :contact-id="contactId"
                 :label="$t('CONTACT_PANEL.CALL')"
                 size="sm"
               />
diff --git a/app/javascript/dashboard/components-next/Contacts/VoiceCallButton.vue b/app/javascript/dashboard/components-next/Contacts/VoiceCallButton.vue
index 98e56ff8f..85738d9de 100644
--- a/app/javascript/dashboard/components-next/Contacts/VoiceCallButton.vue
+++ b/app/javascript/dashboard/components-next/Contacts/VoiceCallButton.vue
@@ -1,15 +1,18 @@
 <script setup>
 import { computed, ref, useAttrs } from 'vue';
 import { useI18n } from 'vue-i18n';
-import { useMapGetter } from 'dashboard/composables/store';
+import { useRoute, useRouter } from 'vue-router';
+import { useMapGetter, useStore } from 'dashboard/composables/store';
 import { INBOX_TYPES } from 'dashboard/helper/inbox';
 import { useAlert } from 'dashboard/composables';
+import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
 
 import Button from 'dashboard/components-next/button/Button.vue';
 import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
 
 const props = defineProps({
   phone: { type: String, default: '' },
+  contactId: { type: [String, Number], required: true },
   label: { type: String, default: '' },
   icon: { type: [String, Object, Function], default: '' },
   size: { type: String, default: 'sm' },
@@ -18,10 +21,17 @@ const props = defineProps({
 
 defineOptions({ inheritAttrs: false });
 const attrs = useAttrs();
+const route = useRoute();
+const router = useRouter();
+const store = useStore();
 
 const { t } = useI18n();
 
+const dialogRef = ref(null);
+
 const inboxesList = useMapGetter('inboxes/getInboxes');
+const contactsUiFlags = useMapGetter('contacts/getUIFlags');
+
 const voiceInboxes = computed(() =>
   (inboxesList.value || []).filter(
     inbox => inbox.channel_type === INBOX_TYPES.VOICE
@@ -32,20 +42,51 @@ const hasVoiceInboxes = computed(() => voiceInboxes.value.length > 0);
 // Unified behavior: hide when no phone
 const shouldRender = computed(() => hasVoiceInboxes.value && !!props.phone);
 
-const dialogRef = ref(null);
+const isInitiatingCall = computed(() => {
+  return contactsUiFlags.value?.isInitiatingCall || false;
+});
 
-const onClick = () => {
+const navigateToConversation = conversationId => {
+  const accountId = route.params.accountId;
+  if (conversationId && accountId) {
+    const path = frontendURL(
+      conversationUrl({
+        accountId,
+        id: conversationId,
+      })
+    );
+    router.push({ path });
+  }
+};
+
+const startCall = async inboxId => {
+  if (isInitiatingCall.value) return;
+
+  try {
+    const response = await store.dispatch('contacts/initiateCall', {
+      contactId: props.contactId,
+      inboxId,
+    });
+    useAlert(t('CONTACT_PANEL.CALL_INITIATED'));
+    navigateToConversation(response?.conversation_id);
+  } catch (error) {
+    const apiError = error?.message;
+    useAlert(apiError || t('CONTACT_PANEL.CALL_FAILED'));
+  }
+};
+
+const onClick = async () => {
   if (voiceInboxes.value.length > 1) {
     dialogRef.value?.open();
     return;
   }
-  useAlert(t('CONTACT_PANEL.CALL_UNDER_DEVELOPMENT'));
+  const [inbox] = voiceInboxes.value;
+  await startCall(inbox.id);
 };
 
-const onPickInbox = () => {
-  // Placeholder until actual call wiring happens
-  useAlert(t('CONTACT_PANEL.CALL_UNDER_DEVELOPMENT'));
+const onPickInbox = async inbox => {
   dialogRef.value?.close();
+  await startCall(inbox.id);
 };
 </script>
 
@@ -55,6 +96,8 @@ const onPickInbox = () => {
       v-if="shouldRender"
       v-tooltip.top-end="tooltipLabel || null"
       v-bind="attrs"
+      :disabled="isInitiatingCall"
+      :is-loading="isInitiatingCall"
       :label="label"
       :icon="icon"
       :size="size"
diff --git a/app/javascript/dashboard/components-next/message/bubbles/VoiceCall.vue b/app/javascript/dashboard/components-next/message/bubbles/VoiceCall.vue
index b7ede029f..5a7d39a4e 100644
--- a/app/javascript/dashboard/components-next/message/bubbles/VoiceCall.vue
+++ b/app/javascript/dashboard/components-next/message/bubbles/VoiceCall.vue
@@ -1,41 +1,102 @@
 <script setup>
 import { computed } from 'vue';
-import BaseBubble from 'next/message/bubbles/Base.vue';
 import { useMessageContext } from '../provider.js';
-import { useVoiceCallStatus } from 'dashboard/composables/useVoiceCallStatus';
+import { MESSAGE_TYPES, VOICE_CALL_STATUS } from '../constants';
 
-const { contentAttributes } = useMessageContext();
+import Icon from 'dashboard/components-next/icon/Icon.vue';
+import BaseBubble from 'next/message/bubbles/Base.vue';
+
+const LABEL_MAP = {
+  [VOICE_CALL_STATUS.IN_PROGRESS]: 'CONVERSATION.VOICE_CALL.CALL_IN_PROGRESS',
+  [VOICE_CALL_STATUS.COMPLETED]: 'CONVERSATION.VOICE_CALL.CALL_ENDED',
+};
+
+const SUBTEXT_MAP = {
+  [VOICE_CALL_STATUS.RINGING]: 'CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET',
+  [VOICE_CALL_STATUS.COMPLETED]: 'CONVERSATION.VOICE_CALL.CALL_ENDED',
+};
+
+const ICON_MAP = {
+  [VOICE_CALL_STATUS.IN_PROGRESS]: 'i-ph-phone-call',
+  [VOICE_CALL_STATUS.NO_ANSWER]: 'i-ph-phone-x',
+  [VOICE_CALL_STATUS.FAILED]: 'i-ph-phone-x',
+};
+
+const BG_COLOR_MAP = {
+  [VOICE_CALL_STATUS.IN_PROGRESS]: 'bg-n-teal-9',
+  [VOICE_CALL_STATUS.RINGING]: 'bg-n-teal-9 animate-pulse',
+  [VOICE_CALL_STATUS.COMPLETED]: 'bg-n-slate-11',
+  [VOICE_CALL_STATUS.NO_ANSWER]: 'bg-n-ruby-9',
+  [VOICE_CALL_STATUS.FAILED]: 'bg-n-ruby-9',
+};
+
+const { contentAttributes, messageType } = useMessageContext();
 
 const data = computed(() => contentAttributes.value?.data);
+const status = computed(() => data.value?.status?.toString());
 
-const status = computed(() => data.value?.status);
-const direction = computed(() => data.value?.call_direction);
+const isOutbound = computed(() => messageType.value === MESSAGE_TYPES.OUTGOING);
+const isFailed = computed(() =>
+  [VOICE_CALL_STATUS.NO_ANSWER, VOICE_CALL_STATUS.FAILED].includes(status.value)
+);
 
-const { labelKey, subtextKey, bubbleIconBg, bubbleIconName } =
-  useVoiceCallStatus(status, direction);
-
-const containerRingClass = computed(() => {
-  return status.value === 'ringing' ? 'ring-1 ring-emerald-300' : '';
+const labelKey = computed(() => {
+  if (LABEL_MAP[status.value]) return LABEL_MAP[status.value];
+  if (status.value === VOICE_CALL_STATUS.RINGING) {
+    return isOutbound.value
+      ? 'CONVERSATION.VOICE_CALL.OUTGOING_CALL'
+      : 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
+  }
+  return isFailed.value
+    ? 'CONVERSATION.VOICE_CALL.MISSED_CALL'
+    : 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
 });
+
+const subtextKey = computed(() => {
+  if (SUBTEXT_MAP[status.value]) return SUBTEXT_MAP[status.value];
+  if (status.value === VOICE_CALL_STATUS.IN_PROGRESS) {
+    return isOutbound.value
+      ? 'CONVERSATION.VOICE_CALL.THEY_ANSWERED'
+      : 'CONVERSATION.VOICE_CALL.YOU_ANSWERED';
+  }
+  return isFailed.value
+    ? 'CONVERSATION.VOICE_CALL.NO_ANSWER'
+    : 'CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET';
+});
+
+const iconName = computed(() => {
+  if (ICON_MAP[status.value]) return ICON_MAP[status.value];
+  return isOutbound.value ? 'i-ph-phone-outgoing' : 'i-ph-phone-incoming';
+});
+
+const bgColor = computed(() => BG_COLOR_MAP[status.value] || 'bg-n-teal-9');
 </script>
 
 <template>
   <BaseBubble class="p-0 border-none" hide-meta>
-    <div
-      class="flex overflow-hidden flex-col w-full max-w-xs bg-white rounded-lg border border-slate-100 text-slate-900 dark:border-slate-700 dark:bg-slate-800 dark:text-slate-100"
-      :class="containerRingClass"
-    >
+    <div class="flex overflow-hidden flex-col w-full max-w-xs">
       <div class="flex gap-3 items-center p-3 w-full">
         <div
           class="flex justify-center items-center rounded-full size-10 shrink-0"
-          :class="bubbleIconBg"
+          :class="bgColor"
         >
-          <span class="text-xl" :class="bubbleIconName" />
+          <Icon
+            class="size-5"
+            :icon="iconName"
+            :class="{
+              'text-n-slate-1': status === VOICE_CALL_STATUS.COMPLETED,
+              'text-white': status !== VOICE_CALL_STATUS.COMPLETED,
+            }"
+          />
         </div>
 
         <div class="flex overflow-hidden flex-col flex-grow">
-          <span class="text-base font-medium truncate">{{ $t(labelKey) }}</span>
-          <span class="text-xs text-slate-500">{{ $t(subtextKey) }}</span>
+          <span class="text-sm font-medium truncate text-n-slate-12">
+            {{ $t(labelKey) }}
+          </span>
+          <span class="text-xs text-n-slate-11">
+            {{ $t(subtextKey) }}
+          </span>
         </div>
       </div>
     </div>
diff --git a/app/javascript/dashboard/components-next/message/constants.js b/app/javascript/dashboard/components-next/message/constants.js
index 77ea25533..0998174f5 100644
--- a/app/javascript/dashboard/components-next/message/constants.js
+++ b/app/javascript/dashboard/components-next/message/constants.js
@@ -73,3 +73,16 @@ export const MEDIA_TYPES = [
   ATTACHMENT_TYPES.AUDIO,
   ATTACHMENT_TYPES.IG_REEL,
 ];
+
+export const VOICE_CALL_STATUS = {
+  IN_PROGRESS: 'in-progress',
+  RINGING: 'ringing',
+  COMPLETED: 'completed',
+  NO_ANSWER: 'no-answer',
+  FAILED: 'failed',
+};
+
+export const VOICE_CALL_DIRECTION = {
+  INBOUND: 'inbound',
+  OUTBOUND: 'outbound',
+};
diff --git a/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue b/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
index 5cc59f8c8..1040ff1af 100644
--- a/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
@@ -3,7 +3,6 @@ import { computed, ref } from 'vue';
 import { useRouter } from 'vue-router';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
 import { getLastMessage } from 'dashboard/helper/conversationHelper';
-import { useVoiceCallStatus } from 'dashboard/composables/useVoiceCallStatus';
 import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
 import Avatar from 'next/avatar/Avatar.vue';
 import MessagePreview from './MessagePreview.vue';
@@ -14,6 +13,7 @@ import CardLabels from './conversationCardComponents/CardLabels.vue';
 import PriorityMark from './PriorityMark.vue';
 import SLACardLabel from './components/SLACardLabel.vue';
 import ContextMenu from 'dashboard/components/ui/ContextMenu.vue';
+import VoiceCallStatus from './VoiceCallStatus.vue';
 
 const props = defineProps({
   activeLabel: { type: String, default: '' },
@@ -83,15 +83,10 @@ const isInboxNameVisible = computed(() => !activeInbox.value);
 
 const lastMessageInChat = computed(() => getLastMessage(props.chat));
 
-const callStatus = computed(
-  () => props.chat.additional_attributes?.call_status
-);
-const callDirection = computed(
-  () => props.chat.additional_attributes?.call_direction
-);
-
-const { labelKey: voiceLabelKey, listIconColor: voiceIconColor } =
-  useVoiceCallStatus(callStatus, callDirection);
+const voiceCallData = computed(() => ({
+  status: props.chat.additional_attributes?.call_status,
+  direction: props.chat.additional_attributes?.call_direction,
+}));
 
 const inboxId = computed(() => props.chat.inbox_id);
 
@@ -317,20 +312,13 @@ const deleteConversation = () => {
       >
         {{ currentContact.name }}
       </h4>
-      <div
-        v-if="callStatus"
+      <VoiceCallStatus
+        v-if="voiceCallData.status"
         key="voice-status-row"
-        class="my-0 mx-2 leading-6 h-6 flex-1 min-w-0 text-sm overflow-hidden text-ellipsis whitespace-nowrap"
-        :class="messagePreviewClass"
-      >
-        <span
-          class="inline-block -mt-0.5 align-middle text-[16px] i-ph-phone-incoming"
-          :class="[voiceIconColor]"
-        />
-        <span class="mx-1">
-          {{ $t(voiceLabelKey) }}
-        </span>
-      </div>
+        :status="voiceCallData.status"
+        :direction="voiceCallData.direction"
+        :message-preview-class="messagePreviewClass"
+      />
       <MessagePreview
         v-else-if="lastMessageInChat"
         key="message-preview"
diff --git a/app/javascript/dashboard/components/widgets/conversation/VoiceCallStatus.vue b/app/javascript/dashboard/components/widgets/conversation/VoiceCallStatus.vue
new file mode 100644
index 000000000..f5fa54e75
--- /dev/null
+++ b/app/javascript/dashboard/components/widgets/conversation/VoiceCallStatus.vue
@@ -0,0 +1,77 @@
+<script setup>
+import { computed } from 'vue';
+import {
+  VOICE_CALL_STATUS,
+  VOICE_CALL_DIRECTION,
+} from 'dashboard/components-next/message/constants';
+import Icon from 'dashboard/components-next/icon/Icon.vue';
+
+const props = defineProps({
+  status: { type: String, default: '' },
+  direction: { type: String, default: '' },
+  messagePreviewClass: { type: [String, Array, Object], default: '' },
+});
+
+const LABEL_KEYS = {
+  [VOICE_CALL_STATUS.IN_PROGRESS]: 'CONVERSATION.VOICE_CALL.CALL_IN_PROGRESS',
+  [VOICE_CALL_STATUS.COMPLETED]: 'CONVERSATION.VOICE_CALL.CALL_ENDED',
+};
+
+const ICON_MAP = {
+  [VOICE_CALL_STATUS.IN_PROGRESS]: 'i-ph-phone-call',
+  [VOICE_CALL_STATUS.NO_ANSWER]: 'i-ph-phone-x',
+  [VOICE_CALL_STATUS.FAILED]: 'i-ph-phone-x',
+};
+
+const COLOR_MAP = {
+  [VOICE_CALL_STATUS.IN_PROGRESS]: 'text-n-teal-9',
+  [VOICE_CALL_STATUS.RINGING]: 'text-n-teal-9',
+  [VOICE_CALL_STATUS.COMPLETED]: 'text-n-slate-11',
+  [VOICE_CALL_STATUS.NO_ANSWER]: 'text-n-ruby-9',
+  [VOICE_CALL_STATUS.FAILED]: 'text-n-ruby-9',
+};
+
+const isOutbound = computed(
+  () => props.direction === VOICE_CALL_DIRECTION.OUTBOUND
+);
+const isFailed = computed(() =>
+  [VOICE_CALL_STATUS.NO_ANSWER, VOICE_CALL_STATUS.FAILED].includes(props.status)
+);
+
+const labelKey = computed(() => {
+  if (LABEL_KEYS[props.status]) return LABEL_KEYS[props.status];
+  if (props.status === VOICE_CALL_STATUS.RINGING) {
+    return isOutbound.value
+      ? 'CONVERSATION.VOICE_CALL.OUTGOING_CALL'
+      : 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
+  }
+  return isFailed.value
+    ? 'CONVERSATION.VOICE_CALL.MISSED_CALL'
+    : 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
+});
+
+const iconName = computed(() => {
+  if (ICON_MAP[props.status]) return ICON_MAP[props.status];
+  return isOutbound.value ? 'i-ph-phone-outgoing' : 'i-ph-phone-incoming';
+});
+
+const statusColor = computed(
+  () => COLOR_MAP[props.status] || 'text-n-slate-11'
+);
+</script>
+
+<template>
+  <div
+    class="my-0 mx-2 leading-6 h-6 flex-1 min-w-0 text-sm overflow-hidden text-ellipsis whitespace-nowrap"
+    :class="messagePreviewClass"
+  >
+    <Icon
+      class="inline-block -mt-0.5 align-middle size-4"
+      :icon="iconName"
+      :class="statusColor"
+    />
+    <span class="mx-1" :class="statusColor">
+      {{ $t(labelKey) }}
+    </span>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/composables/useVoiceCallStatus.js b/app/javascript/dashboard/composables/useVoiceCallStatus.js
deleted file mode 100644
index 111dab2ca..000000000
--- a/app/javascript/dashboard/composables/useVoiceCallStatus.js
+++ /dev/null
@@ -1,161 +0,0 @@
-import { computed, unref } from 'vue';
-
-const CALL_STATUSES = {
-  IN_PROGRESS: 'in-progress',
-  RINGING: 'ringing',
-  NO_ANSWER: 'no-answer',
-  BUSY: 'busy',
-  FAILED: 'failed',
-  COMPLETED: 'completed',
-  CANCELED: 'canceled',
-};
-
-const CALL_DIRECTIONS = {
-  INBOUND: 'inbound',
-  OUTBOUND: 'outbound',
-};
-
-/**
- * Composable for handling voice call status display logic
- * @param {Ref|string} statusRef - Call status (ringing, in-progress, etc.)
- * @param {Ref|string} directionRef - Call direction (inbound, outbound)
- * @returns {Object} UI properties for displaying call status
- */
-export function useVoiceCallStatus(statusRef, directionRef) {
-  const status = computed(() => unref(statusRef)?.toString());
-  const direction = computed(() => unref(directionRef)?.toString());
-
-  // Status group helpers
-  const isFailedStatus = computed(() =>
-    [
-      CALL_STATUSES.NO_ANSWER,
-      CALL_STATUSES.BUSY,
-      CALL_STATUSES.FAILED,
-    ].includes(status.value)
-  );
-  const isEndedStatus = computed(() =>
-    [CALL_STATUSES.COMPLETED, CALL_STATUSES.CANCELED].includes(status.value)
-  );
-  const isOutbound = computed(
-    () => direction.value === CALL_DIRECTIONS.OUTBOUND
-  );
-
-  const labelKey = computed(() => {
-    const s = status.value;
-
-    if (s === CALL_STATUSES.IN_PROGRESS) {
-      return isOutbound.value
-        ? 'CONVERSATION.VOICE_CALL.OUTGOING_CALL'
-        : 'CONVERSATION.VOICE_CALL.CALL_IN_PROGRESS';
-    }
-
-    if (s === CALL_STATUSES.RINGING) {
-      return isOutbound.value
-        ? 'CONVERSATION.VOICE_CALL.OUTGOING_CALL'
-        : 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
-    }
-
-    if (s === CALL_STATUSES.NO_ANSWER) {
-      return 'CONVERSATION.VOICE_CALL.MISSED_CALL';
-    }
-
-    if (isFailedStatus.value) {
-      return 'CONVERSATION.VOICE_CALL.NO_ANSWER';
-    }
-
-    if (isEndedStatus.value) {
-      return 'CONVERSATION.VOICE_CALL.CALL_ENDED';
-    }
-
-    return 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
-  });
-
-  const subtextKey = computed(() => {
-    const s = status.value;
-
-    if (s === CALL_STATUSES.RINGING) {
-      return 'CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET';
-    }
-
-    if (s === CALL_STATUSES.IN_PROGRESS) {
-      return isOutbound.value
-        ? 'CONVERSATION.VOICE_CALL.THEY_ANSWERED'
-        : 'CONVERSATION.VOICE_CALL.YOU_ANSWERED';
-    }
-
-    if (isFailedStatus.value) {
-      return 'CONVERSATION.VOICE_CALL.NO_ANSWER';
-    }
-
-    if (isEndedStatus.value) {
-      return 'CONVERSATION.VOICE_CALL.CALL_ENDED';
-    }
-
-    return 'CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET';
-  });
-
-  const bubbleIconName = computed(() => {
-    const s = status.value;
-
-    if (s === CALL_STATUSES.IN_PROGRESS) {
-      return isOutbound.value
-        ? 'i-ph-phone-outgoing-fill'
-        : 'i-ph-phone-incoming-fill';
-    }
-
-    if (isFailedStatus.value) {
-      return 'i-ph-phone-x-fill';
-    }
-
-    // For ringing/completed/canceled show direction when possible
-    return isOutbound.value
-      ? 'i-ph-phone-outgoing-fill'
-      : 'i-ph-phone-incoming-fill';
-  });
-
-  const bubbleIconBg = computed(() => {
-    const s = status.value;
-
-    if (s === CALL_STATUSES.IN_PROGRESS) {
-      return 'bg-n-teal-9';
-    }
-
-    if (isFailedStatus.value) {
-      return 'bg-n-ruby-9';
-    }
-
-    if (isEndedStatus.value) {
-      return 'bg-n-slate-11';
-    }
-
-    // default (e.g., ringing)
-    return 'bg-n-teal-9 animate-pulse';
-  });
-
-  const listIconColor = computed(() => {
-    const s = status.value;
-
-    if (s === CALL_STATUSES.IN_PROGRESS || s === CALL_STATUSES.RINGING) {
-      return 'text-n-teal-9';
-    }
-
-    if (isFailedStatus.value) {
-      return 'text-n-ruby-9';
-    }
-
-    if (isEndedStatus.value) {
-      return 'text-n-slate-11';
-    }
-
-    return 'text-n-teal-9';
-  });
-
-  return {
-    status,
-    labelKey,
-    subtextKey,
-    bubbleIconName,
-    bubbleIconBg,
-    listIconColor,
-  };
-}
diff --git a/app/javascript/dashboard/i18n/locale/en/contact.json b/app/javascript/dashboard/i18n/locale/en/contact.json
index a711a05af..4de5f51cd 100644
--- a/app/javascript/dashboard/i18n/locale/en/contact.json
+++ b/app/javascript/dashboard/i18n/locale/en/contact.json
@@ -18,7 +18,8 @@
     "CREATED_AT_LABEL": "Created",
     "NEW_MESSAGE": "New message",
     "CALL": "Call",
-    "CALL_UNDER_DEVELOPMENT": "Calling is under development",
+    "CALL_INITIATED": "Calling the contact…",
+    "CALL_FAILED": "Unable to start the call. Please try again.",
     "VOICE_INBOX_PICKER": {
       "TITLE": "Choose a voice inbox"
     },
diff --git a/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue b/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue
index bfdb5d68a..d1c43b3f2 100644
--- a/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue
+++ b/app/javascript/dashboard/routes/dashboard/conversation/contact/ContactInfo.vue
@@ -282,6 +282,7 @@ export default {
         </ComposeConversation>
         <VoiceCallButton
           :phone="contact.phone_number"
+          :contact-id="contact.id"
           icon="i-ri-phone-fill"
           size="sm"
           :tooltip-label="$t('CONTACT_PANEL.CALL')"
diff --git a/app/javascript/dashboard/store/modules/contacts/actions.js b/app/javascript/dashboard/store/modules/contacts/actions.js
index 02911d9d9..0f20a00d2 100644
--- a/app/javascript/dashboard/store/modules/contacts/actions.js
+++ b/app/javascript/dashboard/store/modules/contacts/actions.js
@@ -302,4 +302,22 @@ export const actions = {
   clearContactFilters({ commit }) {
     commit(types.CLEAR_CONTACT_FILTERS);
   },
+
+  initiateCall: async ({ commit }, { contactId, inboxId }) => {
+    commit(types.SET_CONTACT_UI_FLAG, { isInitiatingCall: true });
+    try {
+      const response = await ContactAPI.initiateCall(contactId, inboxId);
+      commit(types.SET_CONTACT_UI_FLAG, { isInitiatingCall: false });
+      return response.data;
+    } catch (error) {
+      commit(types.SET_CONTACT_UI_FLAG, { isInitiatingCall: false });
+      if (error.response?.data?.message) {
+        throw new ExceptionWithMessage(error.response.data.message);
+      } else if (error.response?.data?.error) {
+        throw new ExceptionWithMessage(error.response.data.error);
+      } else {
+        throw new Error(error);
+      }
+    }
+  },
 };
diff --git a/app/javascript/dashboard/store/modules/contacts/index.js b/app/javascript/dashboard/store/modules/contacts/index.js
index eb1e92434..c8b476e24 100644
--- a/app/javascript/dashboard/store/modules/contacts/index.js
+++ b/app/javascript/dashboard/store/modules/contacts/index.js
@@ -17,6 +17,7 @@ const state = {
     isDeleting: false,
     isExporting: false,
     isImporting: false,
+    isInitiatingCall: false,
   },
   sortOrder: [],
   appliedFilters: [],
diff --git a/app/javascript/dashboard/store/modules/specs/contacts/actions.spec.js b/app/javascript/dashboard/store/modules/specs/contacts/actions.spec.js
index 79852a42e..00b7bb83b 100644
--- a/app/javascript/dashboard/store/modules/specs/contacts/actions.spec.js
+++ b/app/javascript/dashboard/store/modules/specs/contacts/actions.spec.js
@@ -359,4 +359,83 @@ describe('#actions', () => {
       ).rejects.toThrow(Error);
     });
   });
+
+  describe('#initiateCall', () => {
+    const contactId = 123;
+    const inboxId = 456;
+
+    it('sends correct mutations if API is success', async () => {
+      const mockResponse = {
+        data: {
+          conversation_id: 789,
+          status: 'initiated',
+        },
+      };
+      axios.post.mockResolvedValue(mockResponse);
+
+      const result = await actions.initiateCall(
+        { commit },
+        { contactId, inboxId }
+      );
+
+      expect(commit.mock.calls).toEqual([
+        [types.SET_CONTACT_UI_FLAG, { isInitiatingCall: true }],
+        [types.SET_CONTACT_UI_FLAG, { isInitiatingCall: false }],
+      ]);
+      expect(result).toEqual(mockResponse.data);
+    });
+
+    it('sends correct actions if API returns error with message', async () => {
+      const errorMessage = 'Failed to initiate call';
+      axios.post.mockRejectedValue({
+        response: {
+          data: {
+            message: errorMessage,
+          },
+        },
+      });
+
+      await expect(
+        actions.initiateCall({ commit }, { contactId, inboxId })
+      ).rejects.toThrow(ExceptionWithMessage);
+
+      expect(commit.mock.calls).toEqual([
+        [types.SET_CONTACT_UI_FLAG, { isInitiatingCall: true }],
+        [types.SET_CONTACT_UI_FLAG, { isInitiatingCall: false }],
+      ]);
+    });
+
+    it('sends correct actions if API returns error with error field', async () => {
+      const errorMessage = 'Call initiation error';
+      axios.post.mockRejectedValue({
+        response: {
+          data: {
+            error: errorMessage,
+          },
+        },
+      });
+
+      await expect(
+        actions.initiateCall({ commit }, { contactId, inboxId })
+      ).rejects.toThrow(ExceptionWithMessage);
+
+      expect(commit.mock.calls).toEqual([
+        [types.SET_CONTACT_UI_FLAG, { isInitiatingCall: true }],
+        [types.SET_CONTACT_UI_FLAG, { isInitiatingCall: false }],
+      ]);
+    });
+
+    it('sends correct actions if API returns generic error', async () => {
+      axios.post.mockRejectedValue({ message: 'Network error' });
+
+      await expect(
+        actions.initiateCall({ commit }, { contactId, inboxId })
+      ).rejects.toThrow(Error);
+
+      expect(commit.mock.calls).toEqual([
+        [types.SET_CONTACT_UI_FLAG, { isInitiatingCall: true }],
+        [types.SET_CONTACT_UI_FLAG, { isInitiatingCall: false }],
+      ]);
+    });
+  });
 });
diff --git a/app/services/contacts/contactable_inboxes_service.rb b/app/services/contacts/contactable_inboxes_service.rb
index 92d4160fe..c86b9529a 100644
--- a/app/services/contacts/contactable_inboxes_service.rb
+++ b/app/services/contacts/contactable_inboxes_service.rb
@@ -71,3 +71,5 @@ class Contacts::ContactableInboxesService
     end
   end
 end
+
+Contacts::ContactableInboxesService.prepend_mod_with('Contacts::ContactableInboxesService')
diff --git a/config/routes.rb b/config/routes.rb
index ea0228085..a8141531a 100644
--- a/config/routes.rb
+++ b/config/routes.rb
@@ -177,6 +177,7 @@ Rails.application.routes.draw do
               resources :contact_inboxes, only: [:create]
               resources :labels, only: [:create, :index]
               resources :notes
+              post :call, on: :member, to: 'calls#create' if ChatwootApp.enterprise?
             end
           end
           resources :csat_survey_responses, only: [:index] do
@@ -550,6 +551,7 @@ Rails.application.routes.draw do
         collection do
           post 'call/:phone', action: :call_twiml
           post 'status/:phone', action: :status
+          post 'conference_status/:phone', action: :conference_status
         end
       end
     end
diff --git a/enterprise/app/builders/enterprise/contact_inbox_builder.rb b/enterprise/app/builders/enterprise/contact_inbox_builder.rb
new file mode 100644
index 000000000..043505f7f
--- /dev/null
+++ b/enterprise/app/builders/enterprise/contact_inbox_builder.rb
@@ -0,0 +1,21 @@
+module Enterprise::ContactInboxBuilder
+  private
+
+  def generate_source_id
+    return super unless @inbox.channel_type == 'Channel::Voice'
+
+    phone_source_id
+  end
+
+  def phone_source_id
+    return super unless @inbox.channel_type == 'Channel::Voice'
+
+    return SecureRandom.uuid if @contact.phone_number.blank?
+
+    @contact.phone_number
+  end
+
+  def allowed_channels?
+    super || @inbox.channel_type == 'Channel::Voice'
+  end
+end
diff --git a/enterprise/app/builders/enterprise/messages/message_builder.rb b/enterprise/app/builders/enterprise/messages/message_builder.rb
new file mode 100644
index 000000000..727248956
--- /dev/null
+++ b/enterprise/app/builders/enterprise/messages/message_builder.rb
@@ -0,0 +1,9 @@
+module Enterprise::Messages::MessageBuilder
+  private
+
+  def message_type
+    return @message_type if @message_type == 'incoming' && @conversation.inbox.channel_type == 'Channel::Voice'
+
+    super
+  end
+end
diff --git a/enterprise/app/controllers/api/v1/accounts/contacts/calls_controller.rb b/enterprise/app/controllers/api/v1/accounts/contacts/calls_controller.rb
new file mode 100644
index 000000000..bcdd178fe
--- /dev/null
+++ b/enterprise/app/controllers/api/v1/accounts/contacts/calls_controller.rb
@@ -0,0 +1,38 @@
+class Api::V1::Accounts::Contacts::CallsController < Api::V1::Accounts::BaseController
+  before_action :contact
+  before_action :voice_inbox
+
+  def create
+    authorize contact, :show?
+    authorize voice_inbox, :show?
+
+    result = Voice::OutboundCallBuilder.perform!(
+      account: Current.account,
+      inbox: voice_inbox,
+      user: Current.user,
+      contact: contact
+    )
+
+    conversation = result[:conversation]
+
+    render json: {
+      conversation_id: conversation.display_id,
+      inbox_id: voice_inbox.id,
+      call_sid: result[:call_sid],
+      conference_sid: conversation.additional_attributes['conference_sid']
+    }
+  end
+
+  private
+
+  def contact
+    @contact ||= Current.account.contacts.find(params[:id])
+  end
+
+  def voice_inbox
+    @voice_inbox ||= Current.user.assigned_inboxes.where(
+      account_id: Current.account.id,
+      channel_type: 'Channel::Voice'
+    ).find(params.require(:inbox_id))
+  end
+end
diff --git a/enterprise/app/controllers/twilio/voice_controller.rb b/enterprise/app/controllers/twilio/voice_controller.rb
index 436083f14..f25e819c2 100644
--- a/enterprise/app/controllers/twilio/voice_controller.rb
+++ b/enterprise/app/controllers/twilio/voice_controller.rb
@@ -1,38 +1,189 @@
 class Twilio::VoiceController < ApplicationController
+  CONFERENCE_EVENT_PATTERNS = {
+    /conference-start/i => 'start',
+    /participant-join/i => 'join',
+    /participant-leave/i => 'leave',
+    /conference-end/i => 'end'
+  }.freeze
+
   before_action :set_inbox!
 
   def status
     Voice::StatusUpdateService.new(
-      account: @inbox.account,
-      call_sid: params[:CallSid],
-      call_status: params[:CallStatus]
+      account: current_account,
+      call_sid: twilio_call_sid,
+      call_status: params[:CallStatus],
+      payload: params.to_unsafe_h
     ).perform
+
     head :no_content
   end
 
   def call_twiml
-    account = @inbox.account
-    call_sid = params[:CallSid]
-    from_number = params[:From].to_s
-    to_number = params[:To].to_s
+    account = current_account
+    Rails.logger.info(
+      "TWILIO_VOICE_TWIML account=#{account.id} call_sid=#{twilio_call_sid} from=#{twilio_from} direction=#{twilio_direction}"
+    )
 
-    builder = Voice::InboundCallBuilder.new(
-      account: account,
-      inbox: @inbox,
-      from_number: from_number,
-      to_number: to_number,
-      call_sid: call_sid
-    ).perform
-    render xml: builder.twiml_response
+    conversation = resolve_conversation
+    conference_sid = ensure_conference_sid!(conversation)
+
+    render xml: conference_twiml(conference_sid, agent_leg?(twilio_from))
+  end
+
+  def conference_status
+    event = mapped_conference_event
+    return head :no_content unless event
+
+    conversation = find_conversation_for_conference!(
+      friendly_name: params[:FriendlyName],
+      call_sid: twilio_call_sid
+    )
+
+    Voice::Conference::Manager.new(
+      conversation: conversation,
+      event: event,
+      call_sid: twilio_call_sid,
+      participant_label: participant_label
+    ).process
+
+    head :no_content
   end
 
   private
 
+  def twilio_call_sid
+    params[:CallSid]
+  end
+
+  def twilio_from
+    params[:From].to_s
+  end
+
+  def twilio_to
+    params[:To]
+  end
+
+  def twilio_direction
+    @twilio_direction ||= (params['Direction'] || params['CallDirection']).to_s
+  end
+
+  def mapped_conference_event
+    event = params[:StatusCallbackEvent].to_s
+    CONFERENCE_EVENT_PATTERNS.each do |pattern, mapped|
+      return mapped if event.match?(pattern)
+    end
+    nil
+  end
+
+  def agent_leg?(from_number)
+    from_number.start_with?('client:')
+  end
+
+  def resolve_conversation
+    return find_conversation_for_agent if agent_leg?(twilio_from)
+
+    case twilio_direction
+    when 'inbound'
+      Voice::InboundCallBuilder.perform!(
+        account: current_account,
+        inbox: inbox,
+        from_number: twilio_from,
+        call_sid: twilio_call_sid
+      )
+    when 'outbound-api', 'outbound-dial'
+      sync_outbound_leg(
+        call_sid: twilio_call_sid,
+        from_number: twilio_from,
+        direction: twilio_direction
+      )
+    else
+      raise ArgumentError, "Unsupported Twilio direction: #{twilio_direction}"
+    end
+  end
+
+  def find_conversation_for_agent
+    if params[:conversation_id].present?
+      current_account.conversations.find_by!(display_id: params[:conversation_id])
+    else
+      current_account.conversations.find_by!(identifier: twilio_call_sid)
+    end
+  end
+
+  def sync_outbound_leg(call_sid:, from_number:, direction:)
+    parent_sid = params['ParentCallSid'].presence
+    lookup_sid = direction == 'outbound-dial' ? parent_sid || call_sid : call_sid
+    conversation = current_account.conversations.find_by!(identifier: lookup_sid)
+
+    Voice::CallSessionSyncService.new(
+      conversation: conversation,
+      call_sid: call_sid,
+      message_call_sid: conversation.identifier,
+      leg: {
+        from_number: from_number,
+        to_number: twilio_to,
+        direction: 'outbound'
+      }
+    ).perform
+  end
+
+  def ensure_conference_sid!(conversation)
+    attrs = conversation.additional_attributes || {}
+    attrs['conference_sid'] ||= Voice::Conference::Name.for(conversation)
+    conversation.update!(additional_attributes: attrs)
+    attrs['conference_sid']
+  end
+
+  def conference_twiml(conference_sid, agent_leg)
+    Twilio::TwiML::VoiceResponse.new.tap do |response|
+      response.dial do |dial|
+        dial.conference(
+          conference_sid,
+          start_conference_on_enter: agent_leg,
+          end_conference_on_exit: false,
+          status_callback: conference_status_callback_url,
+          status_callback_event: 'start end join leave',
+          status_callback_method: 'POST',
+          participant_label: agent_leg ? 'agent' : 'contact'
+        )
+      end
+    end.to_s
+  end
+
+  def conference_status_callback_url
+    host = ENV.fetch('FRONTEND_URL', '')
+    phone_digits = inbox_channel.phone_number.delete_prefix('+')
+    "#{host}/twilio/voice/conference_status/#{phone_digits}"
+  end
+
+  def find_conversation_for_conference!(friendly_name:, call_sid:)
+    name = friendly_name.to_s
+    scope = current_account.conversations
+
+    if name.present?
+      conversation = scope.where("additional_attributes->>'conference_sid' = ?", name).first
+      return conversation if conversation
+    end
+
+    scope.find_by!(identifier: call_sid)
+  end
+
   def set_inbox!
-    # Resolve from the digits in the route param and look up exact E.164 match
     digits = params[:phone].to_s.gsub(/\D/, '')
     e164 = "+#{digits}"
     channel = Channel::Voice.find_by!(phone_number: e164)
     @inbox = channel.inbox
   end
+
+  def current_account
+    @current_account ||= inbox_account
+  end
+
+  def participant_label
+    params[:ParticipantLabel].to_s
+  end
+
+  attr_reader :inbox
+
+  delegate :account, :channel, to: :inbox, prefix: true
 end
diff --git a/enterprise/app/models/channel/voice.rb b/enterprise/app/models/channel/voice.rb
index 2662b7284..1f00e74d1 100644
--- a/enterprise/app/models/channel/voice.rb
+++ b/enterprise/app/models/channel/voice.rb
@@ -42,6 +42,17 @@ class Channel::Voice < ApplicationRecord
     false
   end
 
+  def initiate_call(to:)
+    case provider
+    when 'twilio'
+      Voice::Provider::TwilioAdapter.new(self).initiate_call(
+        to: to
+      )
+    else
+      raise "Unsupported voice provider: #{provider}"
+    end
+  end
+
   # Public URLs used to configure Twilio webhooks
   def voice_call_webhook_url
     digits = phone_number.delete_prefix('+')
@@ -76,6 +87,15 @@ class Channel::Voice < ApplicationRecord
       errors.add(:provider_config, "#{key} is required for Twilio provider") if config[key].blank?
     end
   end
+  # twilio_client and initiate_twilio_call moved to Voice::Provider::TwilioAdapter
+
+  def provider_config_hash
+    if provider_config.is_a?(Hash)
+      provider_config
+    else
+      JSON.parse(provider_config.to_s)
+    end
+  end
 
   def provision_twilio_on_create
     service = ::Twilio::VoiceWebhookSetupService.new(channel: self)
@@ -96,4 +116,6 @@ class Channel::Voice < ApplicationRecord
     Rails.logger.error("TWILIO_VOICE_SETUP_ON_CREATE_ERROR: #{error_details}")
     errors.add(:base, "Twilio setup failed: #{e.message}")
   end
+
+  public :provider_config_hash
 end
diff --git a/enterprise/app/services/enterprise/contacts/contactable_inboxes_service.rb b/enterprise/app/services/enterprise/contacts/contactable_inboxes_service.rb
new file mode 100644
index 000000000..546d5f4bc
--- /dev/null
+++ b/enterprise/app/services/enterprise/contacts/contactable_inboxes_service.rb
@@ -0,0 +1,16 @@
+module Enterprise::Contacts::ContactableInboxesService
+  private
+
+  # Extend base selection to include Voice inboxes
+  def get_contactable_inbox(inbox)
+    return voice_contactable_inbox(inbox) if inbox.channel_type == 'Channel::Voice'
+
+    super
+  end
+
+  def voice_contactable_inbox(inbox)
+    return if @contact.phone_number.blank?
+
+    { source_id: @contact.phone_number, inbox: inbox }
+  end
+end
diff --git a/enterprise/app/services/voice/call_message_builder.rb b/enterprise/app/services/voice/call_message_builder.rb
new file mode 100644
index 000000000..adf72f67c
--- /dev/null
+++ b/enterprise/app/services/voice/call_message_builder.rb
@@ -0,0 +1,90 @@
+class Voice::CallMessageBuilder
+  def self.perform!(conversation:, direction:, payload:, user: nil, timestamps: {})
+    new(
+      conversation: conversation,
+      direction: direction,
+      payload: payload,
+      user: user,
+      timestamps: timestamps
+    ).perform!
+  end
+
+  def initialize(conversation:, direction:, payload:, user:, timestamps:)
+    @conversation = conversation
+    @direction = direction
+    @payload = payload
+    @user = user
+    @timestamps = timestamps
+  end
+
+  def perform!
+    validate_sender!
+    message = latest_message
+    message ? update_message!(message) : create_message!
+  end
+
+  private
+
+  attr_reader :conversation, :direction, :payload, :user, :timestamps
+
+  def latest_message
+    conversation.messages.voice_calls.order(created_at: :desc).first
+  end
+
+  def update_message!(message)
+    message.update!(
+      message_type: message_type,
+      content_attributes: { 'data' => base_payload },
+      sender: sender
+    )
+  end
+
+  def create_message!
+    params = {
+      content: 'Voice Call',
+      message_type: message_type,
+      content_type: 'voice_call',
+      content_attributes: { 'data' => base_payload }
+    }
+    Messages::MessageBuilder.new(sender, conversation, params).perform
+  end
+
+  def base_payload
+    @base_payload ||= begin
+      data = payload.slice(
+        :call_sid,
+        :status,
+        :call_direction,
+        :conference_sid,
+        :from_number,
+        :to_number
+      ).stringify_keys
+      data['call_direction'] = direction
+      data['meta'] = {
+        'created_at' => timestamps[:created_at] || current_timestamp,
+        'ringing_at' => timestamps[:ringing_at] || current_timestamp
+      }.compact
+      data
+    end
+  end
+
+  def message_type
+    direction == 'outbound' ? 'outgoing' : 'incoming'
+  end
+
+  def sender
+    return user if direction == 'outbound'
+
+    conversation.contact
+  end
+
+  def validate_sender!
+    return unless direction == 'outbound'
+
+    raise ArgumentError, 'Agent sender required for outbound calls' unless user
+  end
+
+  def current_timestamp
+    @current_timestamp ||= Time.zone.now.to_i
+  end
+end
diff --git a/enterprise/app/services/voice/call_session_sync_service.rb b/enterprise/app/services/voice/call_session_sync_service.rb
new file mode 100644
index 000000000..8ce80ae0e
--- /dev/null
+++ b/enterprise/app/services/voice/call_session_sync_service.rb
@@ -0,0 +1,94 @@
+class Voice::CallSessionSyncService
+  attr_reader :conversation, :call_sid, :message_call_sid, :from_number, :to_number, :direction
+
+  def initialize(conversation:, call_sid:, leg:, message_call_sid: nil)
+    @conversation = conversation
+    @call_sid = call_sid
+    @message_call_sid = message_call_sid || call_sid
+    @from_number = leg[:from_number]
+    @to_number = leg[:to_number]
+    @direction = leg[:direction]
+  end
+
+  def perform
+    ActiveRecord::Base.transaction do
+      attrs = refreshed_attributes
+      conversation.update!(
+        additional_attributes: attrs,
+        last_activity_at: current_time
+      )
+      sync_voice_call_message!(attrs)
+    end
+
+    conversation
+  end
+
+  private
+
+  def refreshed_attributes
+    attrs = (conversation.additional_attributes || {}).dup
+    attrs['call_direction'] = direction
+    attrs['call_status'] ||= 'ringing'
+    attrs['conference_sid'] ||= Voice::Conference::Name.for(conversation)
+    attrs['meta'] ||= {}
+    attrs['meta']['initiated_at'] ||= current_timestamp
+    attrs
+  end
+
+  def sync_voice_call_message!(attrs)
+    Voice::CallMessageBuilder.perform!(
+      conversation: conversation,
+      direction: direction,
+      payload: {
+        call_sid: message_call_sid,
+        status: attrs['call_status'],
+        conference_sid: attrs['conference_sid'],
+        from_number: origin_number_for(direction),
+        to_number: target_number_for(direction)
+      },
+      user: agent_for(attrs),
+      timestamps: {
+        created_at: attrs.dig('meta', 'initiated_at'),
+        ringing_at: attrs.dig('meta', 'ringing_at')
+      }
+    )
+  end
+
+  def origin_number_for(current_direction)
+    return outbound_origin if current_direction == 'outbound'
+
+    from_number.presence || inbox_number
+  end
+
+  def target_number_for(current_direction)
+    return conversation.contact&.phone_number || to_number if current_direction == 'outbound'
+
+    to_number || conversation.contact&.phone_number
+  end
+
+  def agent_for(attrs)
+    agent_id = attrs['agent_id']
+    return nil unless agent_id
+
+    agent = conversation.account.users.find_by(id: agent_id)
+    raise ArgumentError, 'Agent sender required for outbound call sync' if direction == 'outbound' && agent.nil?
+
+    agent
+  end
+
+  def current_timestamp
+    @current_timestamp ||= current_time.to_i
+  end
+
+  def current_time
+    @current_time ||= Time.zone.now
+  end
+
+  def outbound_origin
+    inbox_number || from_number
+  end
+
+  def inbox_number
+    conversation.inbox&.channel&.phone_number
+  end
+end
diff --git a/enterprise/app/services/voice/call_status/manager.rb b/enterprise/app/services/voice/call_status/manager.rb
new file mode 100644
index 000000000..82d7efde7
--- /dev/null
+++ b/enterprise/app/services/voice/call_status/manager.rb
@@ -0,0 +1,66 @@
+class Voice::CallStatus::Manager
+  pattr_initialize [:conversation!, :call_sid]
+
+  ALLOWED_STATUSES = %w[ringing in-progress completed no-answer failed].freeze
+  TERMINAL_STATUSES = %w[completed no-answer failed].freeze
+
+  def process_status_update(status, duration: nil, timestamp: nil)
+    return unless ALLOWED_STATUSES.include?(status)
+
+    current_status = conversation.additional_attributes&.dig('call_status')
+    return if current_status == status
+
+    apply_status(status, duration: duration, timestamp: timestamp)
+    update_message(status)
+  end
+
+  private
+
+  def apply_status(status, duration:, timestamp:)
+    attrs = (conversation.additional_attributes || {}).dup
+    attrs['call_status'] = status
+
+    if status == 'in-progress'
+      attrs['call_started_at'] ||= timestamp || now_seconds
+    elsif TERMINAL_STATUSES.include?(status)
+      attrs['call_ended_at'] = timestamp || now_seconds
+      attrs['call_duration'] = resolved_duration(attrs, duration, timestamp)
+    end
+
+    conversation.update!(
+      additional_attributes: attrs,
+      last_activity_at: current_time
+    )
+  end
+
+  def resolved_duration(attrs, provided_duration, timestamp)
+    return provided_duration if provided_duration
+
+    started_at = attrs['call_started_at']
+    return unless started_at && timestamp
+
+    [timestamp - started_at.to_i, 0].max
+  end
+
+  def update_message(status)
+    message = conversation.messages
+                          .where(content_type: 'voice_call')
+                          .order(created_at: :desc)
+                          .first
+    return unless message
+
+    data = (message.content_attributes || {}).dup
+    data['data'] ||= {}
+    data['data']['status'] = status
+
+    message.update!(content_attributes: data)
+  end
+
+  def now_seconds
+    current_time.to_i
+  end
+
+  def current_time
+    @current_time ||= Time.zone.now
+  end
+end
diff --git a/enterprise/app/services/voice/conference/manager.rb b/enterprise/app/services/voice/conference/manager.rb
new file mode 100644
index 000000000..0b54f6ae8
--- /dev/null
+++ b/enterprise/app/services/voice/conference/manager.rb
@@ -0,0 +1,71 @@
+class Voice::Conference::Manager
+  pattr_initialize [:conversation!, :event!, :call_sid!, :participant_label]
+
+  def process
+    case event
+    when 'start'
+      ensure_conference_sid!
+      mark_ringing!
+    when 'join'
+      mark_in_progress! if agent_participant?
+    when 'leave'
+      handle_leave!
+    when 'end'
+      finalize_conference!
+    end
+  end
+
+  private
+
+  def status_manager
+    @status_manager ||= Voice::CallStatus::Manager.new(
+      conversation: conversation,
+      call_sid: call_sid
+    )
+  end
+
+  def ensure_conference_sid!
+    attrs = conversation.additional_attributes || {}
+    return if attrs['conference_sid'].present?
+
+    attrs['conference_sid'] = Voice::Conference::Name.for(conversation)
+    conversation.update!(additional_attributes: attrs)
+  end
+
+  def mark_ringing!
+    return if current_status
+
+    status_manager.process_status_update('ringing')
+  end
+
+  def mark_in_progress!
+    status_manager.process_status_update('in-progress', timestamp: current_timestamp)
+  end
+
+  def handle_leave!
+    case current_status
+    when 'ringing'
+      status_manager.process_status_update('no-answer', timestamp: current_timestamp)
+    when 'in-progress'
+      status_manager.process_status_update('completed', timestamp: current_timestamp)
+    end
+  end
+
+  def finalize_conference!
+    return if %w[completed no-answer failed].include?(current_status)
+
+    status_manager.process_status_update('completed', timestamp: current_timestamp)
+  end
+
+  def current_status
+    conversation.additional_attributes&.dig('call_status')
+  end
+
+  def agent_participant?
+    participant_label.to_s.start_with?('agent')
+  end
+
+  def current_timestamp
+    Time.zone.now.to_i
+  end
+end
diff --git a/enterprise/app/services/voice/conference/name.rb b/enterprise/app/services/voice/conference/name.rb
new file mode 100644
index 000000000..027937b4c
--- /dev/null
+++ b/enterprise/app/services/voice/conference/name.rb
@@ -0,0 +1,5 @@
+module Voice::Conference::Name
+  def self.for(conversation)
+    "conf_account_#{conversation.account_id}_conv_#{conversation.display_id}"
+  end
+end
diff --git a/enterprise/app/services/voice/inbound_call_builder.rb b/enterprise/app/services/voice/inbound_call_builder.rb
index f5ae18801..03981ac58 100644
--- a/enterprise/app/services/voice/inbound_call_builder.rb
+++ b/enterprise/app/services/voice/inbound_call_builder.rb
@@ -1,82 +1,99 @@
 class Voice::InboundCallBuilder
-  pattr_initialize [:account!, :inbox!, :from_number!, :to_number, :call_sid!]
+  attr_reader :account, :inbox, :from_number, :call_sid
 
-  attr_reader :conversation
-
-  def perform
-    contact = find_or_create_contact!
-    contact_inbox = find_or_create_contact_inbox!(contact)
-    @conversation = find_or_create_conversation!(contact, contact_inbox)
-    create_call_message_if_needed!
-    self
+  def self.perform!(account:, inbox:, from_number:, call_sid:)
+    new(account: account, inbox: inbox, from_number: from_number, call_sid: call_sid).perform!
   end
 
-  def twiml_response
-    response = Twilio::TwiML::VoiceResponse.new
-    response.say(message: 'Please wait while we connect you to an agent')
-    response.to_s
+  def initialize(account:, inbox:, from_number:, call_sid:)
+    @account = account
+    @inbox = inbox
+    @from_number = from_number
+    @call_sid = call_sid
+  end
+
+  def perform!
+    timestamp = current_timestamp
+
+    ActiveRecord::Base.transaction do
+      contact = ensure_contact!
+      contact_inbox = ensure_contact_inbox!(contact)
+      conversation = find_conversation || create_conversation!(contact, contact_inbox)
+      conversation.reload
+      update_conversation!(conversation, timestamp)
+      build_voice_message!(conversation, timestamp)
+      conversation
+    end
   end
 
   private
 
-  def find_or_create_conversation!(contact, contact_inbox)
-    account.conversations.find_or_create_by!(
-      account_id: account.id,
-      inbox_id: inbox.id,
-      identifier: call_sid
-    ) do |conv|
-      conv.contact_id = contact.id
-      conv.contact_inbox_id = contact_inbox.id
-      conv.additional_attributes = {
-        'call_direction' => 'inbound',
-        'call_status' => 'ringing'
-      }
+  def ensure_contact!
+    account.contacts.find_or_create_by!(phone_number: from_number) do |record|
+      record.name = from_number if record.name.blank?
     end
   end
 
-  def create_call_message!
-    content_attrs = call_message_content_attributes
+  def ensure_contact_inbox!(contact)
+    ContactInbox.find_or_create_by!(
+      contact_id: contact.id,
+      inbox_id: inbox.id
+    ) do |record|
+      record.source_id = from_number
+    end
+  end
 
-    @conversation.messages.create!(
-      account_id: account.id,
+  def find_conversation
+    return if call_sid.blank?
+
+    account.conversations.includes(:contact).find_by(identifier: call_sid)
+  end
+
+  def create_conversation!(contact, contact_inbox)
+    account.conversations.create!(
+      contact_inbox_id: contact_inbox.id,
       inbox_id: inbox.id,
-      message_type: :incoming,
-      sender: @conversation.contact,
-      content: 'Voice Call',
-      content_type: 'voice_call',
-      content_attributes: content_attrs
+      contact_id: contact.id,
+      status: :open,
+      identifier: call_sid
     )
   end
 
-  def create_call_message_if_needed!
-    return if @conversation.messages.voice_calls.exists?
+  def update_conversation!(conversation, timestamp)
+    attrs = {
+      'call_direction' => 'inbound',
+      'call_status' => 'ringing',
+      'conference_sid' => Voice::Conference::Name.for(conversation),
+      'meta' => { 'initiated_at' => timestamp }
+    }
 
-    create_call_message!
+    conversation.update!(
+      identifier: call_sid,
+      additional_attributes: attrs,
+      last_activity_at: current_time
+    )
   end
 
-  def call_message_content_attributes
-    {
-      data: {
+  def build_voice_message!(conversation, timestamp)
+    Voice::CallMessageBuilder.perform!(
+      conversation: conversation,
+      direction: 'inbound',
+      payload: {
         call_sid: call_sid,
         status: 'ringing',
-        conversation_id: @conversation.display_id,
-        call_direction: 'inbound',
+        conference_sid: conversation.additional_attributes['conference_sid'],
         from_number: from_number,
-        to_number: to_number,
-        meta: {
-          created_at: Time.current.to_i,
-          ringing_at: Time.current.to_i
-        }
-      }
-    }
+        to_number: inbox.channel&.phone_number
+      },
+      timestamps: { created_at: timestamp, ringing_at: timestamp }
+    )
   end
 
-  def find_or_create_contact!
-    account.contacts.find_by(phone_number: from_number) ||
-      account.contacts.create!(phone_number: from_number, name: 'Unknown Caller')
+  def current_timestamp
+    @current_timestamp ||= current_time.to_i
   end
 
-  def find_or_create_contact_inbox!(contact)
-    ContactInbox.where(contact_id: contact.id, inbox_id: inbox.id, source_id: from_number).first_or_create!
+  def current_time
+    @current_time ||= Time.zone.now
   end
 end
diff --git a/enterprise/app/services/voice/outbound_call_builder.rb b/enterprise/app/services/voice/outbound_call_builder.rb
new file mode 100644
index 000000000..1ebcade8a
--- /dev/null
+++ b/enterprise/app/services/voice/outbound_call_builder.rb
@@ -0,0 +1,98 @@
+class Voice::OutboundCallBuilder
+  attr_reader :account, :inbox, :user, :contact
+
+  def self.perform!(account:, inbox:, user:, contact:)
+    new(account: account, inbox: inbox, user: user, contact: contact).perform!
+  end
+
+  def initialize(account:, inbox:, user:, contact:)
+    @account = account
+    @inbox = inbox
+    @user = user
+    @contact = contact
+  end
+
+  def perform!
+    raise ArgumentError, 'Contact phone number required' if contact.phone_number.blank?
+    raise ArgumentError, 'Agent required' if user.blank?
+
+    timestamp = current_timestamp
+
+    ActiveRecord::Base.transaction do
+      contact_inbox = ensure_contact_inbox!
+      conversation = create_conversation!(contact_inbox)
+      conversation.reload
+      conference_sid = Voice::Conference::Name.for(conversation)
+      call_sid = initiate_call!
+      update_conversation!(conversation, call_sid, conference_sid, timestamp)
+      build_voice_message!(conversation, call_sid, conference_sid, timestamp)
+      { conversation: conversation, call_sid: call_sid }
+    end
+  end
+
+  private
+
+  def ensure_contact_inbox!
+    ContactInbox.find_or_create_by!(
+      contact_id: contact.id,
+      inbox_id: inbox.id
+    ) do |record|
+      record.source_id = contact.phone_number
+    end
+  end
+
+  def create_conversation!(contact_inbox)
+    account.conversations.create!(
+      contact_inbox_id: contact_inbox.id,
+      inbox_id: inbox.id,
+      contact_id: contact.id,
+      status: :open
+    )
+  end
+
+  def initiate_call!
+    inbox.channel.initiate_call(
+      to: contact.phone_number
+    )[:call_sid]
+  end
+
+  def update_conversation!(conversation, call_sid, conference_sid, timestamp)
+    attrs = {
+      'call_direction' => 'outbound',
+      'call_status' => 'ringing',
+      'agent_id' => user.id,
+      'conference_sid' => conference_sid,
+      'meta' => { 'initiated_at' => timestamp }
+    }
+
+    conversation.update!(
+      identifier: call_sid,
+      additional_attributes: attrs,
+      last_activity_at: current_time
+    )
+  end
+
+  def build_voice_message!(conversation, call_sid, conference_sid, timestamp)
+    Voice::CallMessageBuilder.perform!(
+      conversation: conversation,
+      direction: 'outbound',
+      payload: {
+        call_sid: call_sid,
+        status: 'ringing',
+        conference_sid: conference_sid,
+        from_number: inbox.channel&.phone_number,
+        to_number: contact.phone_number
+      },
+      user: user,
+      timestamps: { created_at: timestamp, ringing_at: timestamp }
+    )
+  end
+
+  def current_timestamp
+    @current_timestamp ||= current_time.to_i
+  end
+
+  def current_time
+    @current_time ||= Time.zone.now
+  end
+end
diff --git a/enterprise/app/services/voice/provider/twilio_adapter.rb b/enterprise/app/services/voice/provider/twilio_adapter.rb
new file mode 100644
index 000000000..2a73cd960
--- /dev/null
+++ b/enterprise/app/services/voice/provider/twilio_adapter.rb
@@ -0,0 +1,32 @@
+class Voice::Provider::TwilioAdapter
+  def initialize(channel)
+    @channel = channel
+  end
+
+  def initiate_call(to:, _conference_sid: nil, _agent_id: nil)
+    cfg = @channel.provider_config_hash
+
+    host = ENV.fetch('FRONTEND_URL')
+    phone_digits = @channel.phone_number.delete_prefix('+')
+    callback_url = "#{host}/twilio/voice/call/#{phone_digits}"
+
+    params = {
+      from: @channel.phone_number,
+      to: to,
+      url: callback_url,
+      status_callback: "#{host}/twilio/voice/status/#{phone_digits}",
+      status_callback_event: %w[initiated ringing answered completed],
+      status_callback_method: 'POST'
+    }
+
+    call = twilio_client(cfg).calls.create(**params)
+
+    { call_sid: call.sid }
+  end
+
+  private
+
+  def twilio_client(config)
+    Twilio::REST::Client.new(config['account_sid'], config['auth_token'])
+  end
+end
diff --git a/enterprise/app/services/voice/status_update_service.rb b/enterprise/app/services/voice/status_update_service.rb
index 18152c549..8503d8d3b 100644
--- a/enterprise/app/services/voice/status_update_service.rb
+++ b/enterprise/app/services/voice/status_update_service.rb
@@ -1,29 +1,60 @@
 class Voice::StatusUpdateService
-  pattr_initialize [:account!, :call_sid!, :call_status]
+  pattr_initialize [:account!, :call_sid!, :call_status, { payload: {} }]
+
+  TWILIO_STATUS_MAP = {
+    'queued' => 'ringing',
+    'initiated' => 'ringing',
+    'ringing' => 'ringing',
+    'in-progress' => 'in-progress',
+    'inprogress' => 'in-progress',
+    'answered' => 'in-progress',
+    'completed' => 'completed',
+    'busy' => 'no-answer',
+    'no-answer' => 'no-answer',
+    'failed' => 'failed',
+    'canceled' => 'failed'
+  }.freeze
 
   def perform
+    normalized_status = normalize_status(call_status)
+    return if normalized_status.blank?
+
     conversation = account.conversations.find_by(identifier: call_sid)
     return unless conversation
-    return if call_status.to_s.strip.empty?
 
-    update_conversation!(conversation)
-    update_last_call_message!(conversation)
+    Voice::CallStatus::Manager.new(
+      conversation: conversation,
+      call_sid: call_sid
+    ).process_status_update(
+      normalized_status,
+      duration: payload_duration,
+      timestamp: payload_timestamp
+    )
   end
 
   private
 
-  def update_conversation!(conversation)
-    attrs = (conversation.additional_attributes || {}).merge('call_status' => call_status)
-    conversation.update!(additional_attributes: attrs)
+  def normalize_status(status)
+    return if status.to_s.strip.empty?
+
+    TWILIO_STATUS_MAP[status.to_s.downcase]
   end
 
-  def update_last_call_message!(conversation)
-    msg = conversation.messages.voice_calls.order(created_at: :desc).first
-    return unless msg
+  def payload_duration
+    return unless payload.is_a?(Hash)
 
-    data = msg.content_attributes.is_a?(Hash) ? msg.content_attributes : {}
-    data['data'] ||= {}
-    data['data']['status'] = call_status
-    msg.update!(content_attributes: data)
+    duration = payload['CallDuration'] || payload['call_duration']
+    duration&.to_i
+  end
+
+  def payload_timestamp
+    return unless payload.is_a?(Hash)
+
+    ts = payload['Timestamp'] || payload['timestamp']
+    return unless ts
+
+    Time.zone.parse(ts).to_i
+  rescue ArgumentError
+    nil
   end
 end
diff --git a/spec/enterprise/controllers/twilio/voice_controller_spec.rb b/spec/enterprise/controllers/twilio/voice_controller_spec.rb
index 0f5e4d00a..43141414e 100644
--- a/spec/enterprise/controllers/twilio/voice_controller_spec.rb
+++ b/spec/enterprise/controllers/twilio/voice_controller_spec.rb
@@ -18,36 +18,94 @@ RSpec.describe 'Twilio::VoiceController', type: :request do
     let(:from_number) { '+15550003333' }
     let(:to_number) { channel.phone_number }
 
-    it 'invokes Voice::InboundCallBuilder with expected params and renders its TwiML' do
-      builder_double = instance_double(Voice::InboundCallBuilder)
-      expect(Voice::InboundCallBuilder).to receive(:new).with(
-        hash_including(
-          account: account,
-          inbox: inbox,
-          from_number: from_number,
-          to_number: to_number,
-          call_sid: call_sid
-        )
-      ).and_return(builder_double)
-      expect(builder_double).to receive(:perform).and_return(builder_double)
-      expect(builder_double).to receive(:twiml_response).and_return('<Response/>')
+    it 'invokes Voice::InboundCallBuilder for inbound calls and renders conference TwiML' do
+      instance_double(Voice::InboundCallBuilder)
+      conversation = create(:conversation, account: account, inbox: inbox)
+
+      expect(Voice::InboundCallBuilder).to receive(:perform!).with(
+        account: account,
+        inbox: inbox,
+        from_number: from_number,
+        call_sid: call_sid
+      ).and_return(conversation)
 
       post "/twilio/voice/call/#{digits}", params: {
         'CallSid' => call_sid,
         'From' => from_number,
-        'To' => to_number
+        'To' => to_number,
+        'Direction' => 'inbound'
+      }
+
+      expect(response).to have_http_status(:ok)
+      expect(response.body).to include('<Response>')
+      expect(response.body).to include('<Dial>')
+    end
+
+    it 'syncs an existing outbound conversation when Twilio sends the PSTN leg' do
+      conversation = create(:conversation, account: account, inbox: inbox, identifier: call_sid)
+      sync_double = instance_double(Voice::CallSessionSyncService, perform: conversation)
+
+      expect(Voice::CallSessionSyncService).to receive(:new).with(
+        hash_including(
+          conversation: conversation,
+          call_sid: call_sid,
+          message_call_sid: conversation.identifier,
+          leg: {
+            from_number: from_number,
+            to_number: to_number,
+            direction: 'outbound'
+          }
+        )
+      ).and_return(sync_double)
+
+      post "/twilio/voice/call/#{digits}", params: {
+        'CallSid' => call_sid,
+        'From' => from_number,
+        'To' => to_number,
+        'Direction' => 'outbound-api'
+      }
+
+      expect(response).to have_http_status(:ok)
+      expect(response.body).to include('<Response>')
+    end
+
+    it 'uses the parent call SID when syncing outbound-dial legs' do
+      parent_sid = 'CA_parent'
+      child_sid = 'CA_child'
+      conversation = create(:conversation, account: account, inbox: inbox, identifier: parent_sid)
+      sync_double = instance_double(Voice::CallSessionSyncService, perform: conversation)
+
+      expect(Voice::CallSessionSyncService).to receive(:new).with(
+        hash_including(
+          conversation: conversation,
+          call_sid: child_sid,
+          message_call_sid: parent_sid,
+          leg: {
+            from_number: from_number,
+            to_number: to_number,
+            direction: 'outbound'
+          }
+        )
+      ).and_return(sync_double)
+
+      post "/twilio/voice/call/#{digits}", params: {
+        'CallSid' => child_sid,
+        'ParentCallSid' => parent_sid,
+        'From' => from_number,
+        'To' => to_number,
+        'Direction' => 'outbound-dial'
       }
 
       expect(response).to have_http_status(:ok)
-      expect(response.body).to eq('<Response/>')
     end
 
     it 'raises not found when inbox is not present' do
-      expect(Voice::InboundCallBuilder).not_to receive(:new)
+      expect(Voice::InboundCallBuilder).not_to receive(:perform!)
       post '/twilio/voice/call/19998887777', params: {
         'CallSid' => call_sid,
         'From' => from_number,
-        'To' => to_number
+        'To' => to_number,
+        'Direction' => 'inbound'
       }
       expect(response).to have_http_status(:not_found)
     end
@@ -62,7 +120,8 @@ RSpec.describe 'Twilio::VoiceController', type: :request do
         hash_including(
           account: account,
           call_sid: call_sid,
-          call_status: 'completed'
+          call_status: 'completed',
+          payload: hash_including('CallSid' => call_sid, 'CallStatus' => 'completed')
         )
       ).and_return(service_double)
       expect(service_double).to receive(:perform)
diff --git a/spec/enterprise/services/voice/inbound_call_builder_spec.rb b/spec/enterprise/services/voice/inbound_call_builder_spec.rb
index 12e2d7235..e8953da3c 100644
--- a/spec/enterprise/services/voice/inbound_call_builder_spec.rb
+++ b/spec/enterprise/services/voice/inbound_call_builder_spec.rb
@@ -4,54 +4,118 @@ require 'rails_helper'
 
 RSpec.describe Voice::InboundCallBuilder do
   let(:account) { create(:account) }
-  let(:channel) { create(:channel_voice, account: account, phone_number: '+15551230001') }
+  let(:channel) { create(:channel_voice, account: account, phone_number: '+15551239999') }
   let(:inbox) { channel.inbox }
-
   let(:from_number) { '+15550001111' }
   let(:to_number) { channel.phone_number }
   let(:call_sid) { 'CA1234567890abcdef' }
 
   before do
     allow(Twilio::VoiceWebhookSetupService).to receive(:new)
-      .and_return(instance_double(Twilio::VoiceWebhookSetupService, perform: "AP#{SecureRandom.hex(16)}"))
+      .and_return(instance_double(Twilio::VoiceWebhookSetupService, perform: "AP#{SecureRandom.hex(8)}"))
   end
 
-  def build_and_perform
-    described_class.new(
+  def perform_builder
+    described_class.perform!(
       account: account,
       inbox: inbox,
       from_number: from_number,
-      to_number: to_number,
       call_sid: call_sid
-    ).perform
+    )
   end
 
-  it 'creates a new conversation with inbound ringing attributes' do
-    builder = build_and_perform
-    conversation = builder.conversation
-    expect(conversation).to be_present
-    expect(conversation.account_id).to eq(account.id)
-    expect(conversation.inbox_id).to eq(inbox.id)
-    expect(conversation.identifier).to eq(call_sid)
-    expect(conversation.additional_attributes['call_direction']).to eq('inbound')
-    expect(conversation.additional_attributes['call_status']).to eq('ringing')
+  context 'when no existing conversation matches call_sid' do
+    it 'creates a new inbound conversation with ringing status' do
+      conversation = nil
+      expect { conversation = perform_builder }.to change(account.conversations, :count).by(1)
+
+      attrs = conversation.additional_attributes
+      expect(conversation.identifier).to eq(call_sid)
+      expect(attrs['call_direction']).to eq('inbound')
+      expect(attrs['call_status']).to eq('ringing')
+      expect(attrs['conference_sid']).to be_present
+      expect(attrs.dig('meta', 'initiated_at')).to be_present
+      expect(conversation.contact.phone_number).to eq(from_number)
+    end
+
+    it 'creates a single voice_call message marked as incoming' do
+      conversation = perform_builder
+      voice_message = conversation.messages.voice_calls.last
+
+      expect(voice_message).to be_present
+      expect(voice_message.message_type).to eq('incoming')
+      data = voice_message.content_attributes['data']
+      expect(data).to include(
+        'call_sid' => call_sid,
+        'status' => 'ringing',
+        'call_direction' => 'inbound',
+        'conference_sid' => conversation.additional_attributes['conference_sid'],
+        'from_number' => from_number,
+        'to_number' => inbox.channel.phone_number
+      )
+      expect(data['meta']['created_at']).to be_present
+      expect(data['meta']['ringing_at']).to be_present
+    end
+
+    it 'sets the contact name to the phone number for new callers' do
+      conversation = perform_builder
+
+      expect(conversation.contact.name).to eq(from_number)
+    end
+
+    it 'ensures the conversation has a display_id before building the conference SID' do
+      allow(Voice::Conference::Name).to receive(:for).and_wrap_original do |original, conversation|
+        expect(conversation.display_id).to be_present
+        original.call(conversation)
+      end
+
+      perform_builder
+    end
   end
 
-  it 'creates a voice_call message with ringing status' do
-    builder = build_and_perform
-    conversation = builder.conversation
-    msg = conversation.messages.voice_calls.last
-    expect(msg).to be_present
-    expect(msg.message_type).to eq('incoming')
-    expect(msg.content_type).to eq('voice_call')
-    expect(msg.content_attributes.dig('data', 'call_sid')).to eq(call_sid)
-    expect(msg.content_attributes.dig('data', 'status')).to eq('ringing')
-  end
+  context 'when a conversation already exists for the call_sid' do
+    let(:contact) { create(:contact, account: account, phone_number: from_number) }
+    let!(:contact_inbox) { create(:contact_inbox, contact: contact, inbox: inbox, source_id: from_number) }
+    let!(:existing_conversation) do
+      create(
+        :conversation,
+        account: account,
+        inbox: inbox,
+        contact: contact,
+        contact_inbox: contact_inbox,
+        identifier: call_sid,
+        additional_attributes: { 'call_direction' => 'outbound', 'conference_sid' => nil }
+      )
+    end
+    let(:existing_message) do
+      create(
+        :message,
+        account: account,
+        inbox: inbox,
+        conversation: existing_conversation,
+        message_type: :incoming,
+        content_type: :voice_call,
+        sender: contact,
+        content_attributes: { 'data' => { 'call_sid' => call_sid, 'status' => 'queued' } }
+      )
+    end
 
-  it 'returns TwiML that informs the caller we are connecting' do
-    builder = build_and_perform
-    xml = builder.twiml_response
-    expect(xml).to include('Please wait while we connect you to an agent')
-    expect(xml).to include('<Say')
+    it 'reuses the conversation without creating a duplicate' do
+      existing_message
+      expect { perform_builder }.not_to change(account.conversations, :count)
+      existing_conversation.reload
+      expect(existing_conversation.additional_attributes['call_direction']).to eq('inbound')
+      expect(existing_conversation.additional_attributes['call_status']).to eq('ringing')
+    end
+
+    it 'updates the existing voice call message instead of creating a new one' do
+      existing_message
+      expect { perform_builder }.not_to(change { existing_conversation.reload.messages.voice_calls.count })
+      updated_message = existing_conversation.reload.messages.voice_calls.last
+
+      data = updated_message.content_attributes['data']
+      expect(data['status']).to eq('ringing')
+      expect(data['call_direction']).to eq('inbound')
+    end
   end
 end
diff --git a/spec/enterprise/services/voice/outbound_call_builder_spec.rb b/spec/enterprise/services/voice/outbound_call_builder_spec.rb
new file mode 100644
index 000000000..fb75b404b
--- /dev/null
+++ b/spec/enterprise/services/voice/outbound_call_builder_spec.rb
@@ -0,0 +1,97 @@
+# frozen_string_literal: true
+
+require 'rails_helper'
+
+RSpec.describe Voice::OutboundCallBuilder do
+  let(:account) { create(:account) }
+  let(:channel) { create(:channel_voice, account: account, phone_number: '+15551230000') }
+  let(:inbox) { channel.inbox }
+  let(:user) { create(:user, account: account) }
+  let(:contact) { create(:contact, account: account, phone_number: '+15550001111') }
+  let(:call_sid) { 'CA1234567890abcdef' }
+
+  before do
+    allow(Twilio::VoiceWebhookSetupService).to receive(:new)
+      .and_return(instance_double(Twilio::VoiceWebhookSetupService, perform: "AP#{SecureRandom.hex(8)}"))
+    allow(inbox).to receive(:channel).and_return(channel)
+    allow(channel).to receive(:initiate_call).and_return({ call_sid: call_sid })
+    allow(Voice::Conference::Name).to receive(:for).and_call_original
+  end
+
+  describe '.perform!' do
+    it 'creates a conversation and voice call message' do
+      conversation_count = account.conversations.count
+      inbox_link_count = contact.contact_inboxes.where(inbox_id: inbox.id).count
+
+      result = described_class.perform!(
+        account: account,
+        inbox: inbox,
+        user: user,
+        contact: contact
+      )
+
+      expect(account.conversations.count).to eq(conversation_count + 1)
+      expect(contact.contact_inboxes.where(inbox_id: inbox.id).count).to eq(inbox_link_count + 1)
+
+      conversation = result[:conversation].reload
+      attrs = conversation.additional_attributes
+
+      aggregate_failures do
+        expect(result[:call_sid]).to eq(call_sid)
+        expect(conversation.identifier).to eq(call_sid)
+        expect(attrs).to include('call_direction' => 'outbound', 'call_status' => 'ringing')
+        expect(attrs['agent_id']).to eq(user.id)
+        expect(attrs['conference_sid']).to be_present
+
+        voice_message = conversation.messages.voice_calls.last
+        expect(voice_message.message_type).to eq('outgoing')
+
+        message_data = voice_message.content_attributes['data']
+        expect(message_data).to include(
+          'call_sid' => call_sid,
+          'conference_sid' => attrs['conference_sid'],
+          'from_number' => channel.phone_number,
+          'to_number' => contact.phone_number
+        )
+      end
+    end
+
+    it 'raises an error when contact is missing a phone number' do
+      contact.update!(phone_number: nil)
+
+      expect do
+        described_class.perform!(
+          account: account,
+          inbox: inbox,
+          user: user,
+          contact: contact
+        )
+      end.to raise_error(ArgumentError, 'Contact phone number required')
+    end
+
+    it 'raises an error when user is nil' do
+      expect do
+        described_class.perform!(
+          account: account,
+          inbox: inbox,
+          user: nil,
+          contact: contact
+        )
+      end.to raise_error(ArgumentError, 'Agent required')
+    end
+
+    it 'ensures the conversation has a display_id before building the conference SID' do
+      allow(Voice::Conference::Name).to receive(:for).and_wrap_original do |original, conversation|
+        expect(conversation.display_id).to be_present
+        original.call(conversation)
+      end
+
+      described_class.perform!(
+        account: account,
+        inbox: inbox,
+        user: user,
+        contact: contact
+      )
+    end
+  end
+end
diff --git a/spec/enterprise/services/voice/status_update_service_spec.rb b/spec/enterprise/services/voice/status_update_service_spec.rb
index 61596e35c..fab626fb6 100644
--- a/spec/enterprise/services/voice/status_update_service_spec.rb
+++ b/spec/enterprise/services/voice/status_update_service_spec.rb
@@ -55,6 +55,23 @@ RSpec.describe Voice::StatusUpdateService do
     expect(message.content_attributes.dig('data', 'status')).to eq('completed')
   end
 
+  it 'normalizes busy to no-answer' do
+    conversation
+    message
+
+    described_class.new(
+      account: account,
+      call_sid: call_sid,
+      call_status: 'busy'
+    ).perform
+
+    conversation.reload
+    message.reload
+
+    expect(conversation.additional_attributes['call_status']).to eq('no-answer')
+    expect(message.content_attributes.dig('data', 'status')).to eq('no-answer')
+  end
+
   it 'no-ops when conversation not found' do
     expect do
       described_class.new(account: account, call_sid: 'UNKNOWN', call_status: 'busy').perform
diff --git a/spec/jobs/mutex_application_job_spec.rb b/spec/jobs/mutex_application_job_spec.rb
index 6b98324ec..91a56407d 100644
--- a/spec/jobs/mutex_application_job_spec.rb
+++ b/spec/jobs/mutex_application_job_spec.rb
@@ -32,7 +32,7 @@ RSpec.describe MutexApplicationJob do
         described_class.new.send(:with_lock, lock_key) do
           # Do nothing
         end
-      end.to raise_error(MutexApplicationJob::LockAcquisitionError)
+      end.to raise_error(StandardError) { |error| expect(error.class.name).to eq('MutexApplicationJob::LockAcquisitionError') }
     end
 
     it 'raises StandardError if it execution raises it' do
diff --git a/tailwind.config.js b/tailwind.config.js
index 82a6c2cbe..18bd54948 100644
--- a/tailwind.config.js
+++ b/tailwind.config.js
@@ -31,6 +31,7 @@ const tailwindConfig = {
     './app/javascript/survey/**/*.vue',
     './app/javascript/dashboard/components-next/**/*.vue',
     './app/javascript/dashboard/helper/**/*.js',
+    './app/javascript/dashboard/composables/**/*.js',
     './app/javascript/dashboard/components-next/**/*.js',
     './app/javascript/dashboard/routes/dashboard/**/**/*.js',
     './app/views/**/*.html.erb',