Walla Voice

Part of Walla Connect- voice integration

Walla Voice

Part of Walla Connect — Voice & Text

Tables can't be imported directly. Please insert an image of your table which can be found here.

📞 What is Walla Voice?

Walla Voice brings inbound and outbound phone calls directly into your Walla platform. Every call is automatically logged in Walla so your team has full visibility into client communication—response times, follow-ups, and call history—all in one place.

No more disconnected phone systems. No more missed calls lost in the void.

Understanding How Walla Voice Works

Before diving in, it’s important to understand what Walla Voice is—and what it isn’t.

Tables can't be imported directly. Please insert an image of your table which can be found here.

📌 Walla Voice is a phone integration, not a phone line.

Walla does not replace your existing phone. It gives your studio a Telgorithm business phone number that acts as the public-facing number for your studio. That number is a “smart” number—it receives and forwards calls, logs everything in Walla, and displays as the caller ID on outbound calls.

For calls to ring and be answered, that Telgorithm number must always forward to a real phone line—a cell phone, a Google Voice number, a VoIP line, or any other phone that can ring and take calls.

Your Telgorithm Number: The Bridge

If your studio already uses Walla SMS (texting), you already have a Telgorithm number—and that same number is used for Walla Voice. There is no separate number for calling vs. texting.

Think of the Telgorithm number as your studio’s official business number that you can put on your website, business cards, and anywhere you want clients to reach you. Behind the scenes, it forwards calls to whatever real phone line you choose.

Common Setups

Here are a few typical configurations and what they mean for your studio:

Tables can't be imported directly. Please insert an image of your table which can be found here.

Option A: Forward to a cell phone (simplest setup)

Your Telgorithm number forwards to your studio’s cell phone. You put the Telgorithm number on your website. Clients call that number, it rings your cell. No Google Voice or third-party phone app needed. Note: your cell phone’s voicemail is what callers reach if you don’t answer.

Tables can't be imported directly. Please insert an image of your table which can be found here.

Option B: Keep your existing Google Voice (or other VoIP)

If you currently use Google Voice, you can keep it. Set your Telgorithm number to forward inbound calls to your Google Voice number. You get Walla’s call logging and CRM integration while keeping your existing call trees, greetings, or multi-staff routing set up in Google Voice.

Tables can't be imported directly. Please insert an image of your table which can be found here.

Option C: Replace Google Voice entirely

If you no longer want Google Voice, you can drop it as long as you have another phone line (cell or otherwise) for the Telgorithm number to forward to. Just be aware: any call trees, custom greetings, or multi-staff routing you had in Google Voice will not carry over—Walla’s inbound routing is currently forwarding-based.

Tables can't be imported directly. Please insert an image of your table which can be found here.

⚠️ The key requirement

Someone needs a real phone that can ring and take calls. The Telgorithm number is meaningless on its own—it must forward somewhere. If no forwarding number is set, inbound calls cannot be answered.

Pricing

Walla Voice is available as a standalone add-on or as part of the Walla Connect — Voice & Text bundle.

Tables can't be imported directly. Please insert an image of your table which can be found here.

Plan

Monthly Price

Included Minutes

Overage Rate

Walla Voice (standalone)

$29.99 / month

600 minutes / location

$0.05 / min

Walla Connect — Voice & Text

$129.99 / month

600 min + 5,000 SMS segments / location

$0.05 / min$0.045 / segment

Tables can't be imported directly. Please insert an image of your table which can be found here.

💡 Tip

The Walla Connect — Voice & Text bundle ($129.99/month) includes both calling and texting, plus 600 included minutes and 5,000 SMS segments per location per billing period. It’s the best value for Lite and Core Package users who rely on both channels to communicate with clients and leads.

Take a look at this Video Walkthrough for more information about setting up Walla Voice

Call Flows

Once your forwarding is configured, here is how calls work in practice:

Outbound Calls

Click the Call button next to a client or lead in Walla.
Walla rings your designated outbound phone number first.
When you pick up, Walla connects the call to the client.
The client sees your studio’s business number as the caller ID (not your personal number).
The call is automatically logged in the CRM when it ends.

Click the Call button next to a client or lead in Walla.

Walla rings your designated outbound phone number first.

When you pick up, Walla connects the call to the client.

The client sees your studio’s business number as the caller ID (not your personal number).

The call is automatically logged in the CRM when it ends.

Inbound Calls

A client or lead calls your studio’s business number.
Walla routes the call to the forwarding number you’ve configured in your inbound call routing settings.
If the call is unanswered and voicemail is enabled, a voicemail is recorded. Call recordings are retained for 7 days.
The call is logged in the Call Center as “New” until a team member marks it as seen.

A client or lead calls your studio’s business number.

Walla routes the call to the forwarding number you’ve configured in your inbound call routing settings.

If the call is unanswered and voicemail is enabled, a voicemail is recorded. Call recordings are retained for 7 days.

The call is logged in the Call Center as “New” until a team member marks it as seen.

The Call Center

The Call Center is your hub for all voice activity. You’ll find it in the main Walla navigation menu (only visible to users with the appropriate permissions—see Permissions below).

Call Log

The Call Center displays separate logs for inbound and outbound calls. Each entry includes:

Caller name and number (if matched to a client or lead profile)
Call direction (inbound or outbound)
Date, time, and duration
Status (Answered, Unanswered, or Initiated)
Staff member who made or received the call (for outbound calls)
Call recording link (if recording is enabled)

Caller name and number (if matched to a client or lead profile)

Call direction (inbound or outbound)

Date, time, and duration

Status (Answered, Unanswered, or Initiated)

Staff member who made or received the call (for outbound calls)

Call recording link (if recording is enabled)

Tables can't be imported directly. Please insert an image of your table which can be found here.

Note

If a phone number matches multiple client profiles, the Call Center will display “Multiple Matches” rather than a single name. Staff without PII (Contact Info) permission will not see client phone numbers in the call log.

Call Center Stats

At the top of the Call Center, you’ll find summary cards showing performance for a selected date range:

New / Unseen Calls — total inbound calls not yet marked as seen
Inbound Minutes — total duration of inbound calls in the selected range
Outbound Minutes — total duration of outbound calls in the selected range
Combined Minutes — total minutes across both directions (prorated when applicable based on your billing period)

New / Unseen Calls — total inbound calls not yet marked as seen

Inbound Minutes — total duration of inbound calls in the selected range

Outbound Minutes — total duration of outbound calls in the selected range

Combined Minutes — total minutes across both directions (prorated when applicable based on your billing period)

Marking Calls as Seen

Inbound calls are marked as “New” by default until a team member takes action. A call is considered reviewed when someone on your team:

Calls the contact back
Adds a note to the call record

Calls the contact back

Adds a note to the call record

Calls without any action auto-clear after a few days as a backstop.

Call Routing Settings

Configure how calls are routed in Settings → Call Center. There are two routing modes:

Inbound Call Routing

Set the phone number(s) where inbound calls should be forwarded. You can add multiple numbers with names for easy identification. The call will ring the forwarding number when someone calls your studio’s business line.

Outbound Call Routing

Choose how outbound calls are placed. You have two options:

Staff number — Walla rings the phone number on the staff member’s profile when they initiate a call.
Designated number — Walla rings a specific, pre-configured number regardless of which staff member places the call.

Staff number — Walla rings the phone number on the staff member’s profile when they initiate a call.

Designated number — Walla rings a specific, pre-configured number regardless of which staff member places the call.

Tables can't be imported directly. Please insert an image of your table which can be found here.

How outbound calling works

When you click “Call” in Walla, the system first calls your outbound number and waits for you to answer. Once you pick up, it then connects the call to the client. The person being called will always see the studio’s business number as the caller ID.

Voicemail & Call Recording

Voicemail

When voicemail is enabled, missed inbound calls are recorded as voicemails. Voicemail recordings are accessible from the Call Center and are retained for 7 days. You can download recordings if you need to keep them longer.

Call Recording

Call recording can be enabled or disabled at any time in your Call Center settings. Here’s how recording state affects your call logs:

Recording OFF → Call records are created but no recordings are attached.
Recording ON → All new calls will include a recording.
Recording turned back OFF → Existing recordings remain accessible; new calls after the change will not include recordings.

Recording OFF → Call records are created but no recordings are attached.

Recording ON → All new calls will include a recording.

Recording turned back OFF → Existing recordings remain accessible; new calls after the change will not include recordings.

Tables can't be imported directly. Please insert an image of your table which can be found here.

⚠️ Important

Call recording may be subject to consent requirements depending on your state or province. Please ensure you are complying with applicable call recording laws before enabling this feature.

Staff Permissions

Walla Voice has three granular permission settings that control what each staff role can see and do in the Call Center. These are managed under Staff → Roles & Permissions.

Tables can't be imported directly. Please insert an image of your table which can be found here.

Permission

What It Controls

Phone Calling

Controls ability to make/receive calls and view call recordings

Phone Integration Stats

Controls visibility of call center metrics and usage cards

Phone Integration System Settings

Controls access to call routing and configuration settings

Access level options for each permission: Full Access, View Only, or No Access.

No Access on Phone Calling removes the Call Center from the staff member’s navigation entirely when combined with No Access on System Settings.
View Only on Phone Calling allows viewing call logs but hides recordings.
No Access on Phone Integration Stats removes the stats cards and the call button from client profiles.

No Access on Phone Calling removes the Call Center from the staff member’s navigation entirely when combined with No Access on System Settings.

View Only on Phone Calling allows viewing call logs but hides recordings.

No Access on Phone Integration Stats removes the stats cards and the call button from client profiles.

Getting Set Up

Walla Voice cannot be self-enabled. To activate it for your studio, you must contact Walla Support. Our team will handle the setup on your behalf.

Tables can't be imported directly. Please insert an image of your table which can be found here.

💬 Need to get started?

Reach out to Walla Support at [email protected] to request Walla Voice activation. Please have your desired forwarding phone number ready.

Step 1: Contact Support to Enable Walla Voice

Walla Voice is an opt-in, paid add-on. Contact Walla Support to have the feature enabled on your account. Our team will confirm your plan selection (standalone Voice or the Voice & Text bundle) and activate the feature for your studio.

Step 2: Decide on Your Phone Number

You have two options for your studio’s Telgorithm business number:

Tables can't be imported directly. Please insert an image of your table which can be found here.

Option A — Get a new Telgorithm number (default)

Walla Support will provision a new business phone number for your studio. This is the fastest path. You’ll then put this number on your website and marketing materials and configure it to forward calls to your existing phone line.

Tables can't be imported directly. Please insert an image of your table which can be found here.

Option B — Port your existing number

If you already have a business phone number you’d like to keep (e.g., a number currently on Google Voice or another provider), Walla Support can help facilitate porting that number to Telgorithm.

To port your number, you will need to complete a Telgorithm Letter of Authorization (LOA). Fill out the LOA form (provided by Support or attached to this article HERE) and send it back to Walla Support. We will coordinate the porting process with Telgorithm on your behalf.

Note: Porting timelines vary by carrier and are not instantaneous. Support will keep you updated on status.

Tables can't be imported directly. Please insert an image of your table which can be found here.

⚠️ Before you port

Make sure you have access to your current provider account details (account/company name, service address, billing telephone number) as these are required on the LOA form.

Step 3: Configure Call Routing (with Support)

Once your number is active, Walla Support will help you configure:

Inbound Call Routing — the phone number(s) inbound calls should forward to
Outbound Call Routing — whether to use staff phone numbers or a single designated number

Inbound Call Routing — the phone number(s) inbound calls should forward to

Outbound Call Routing — whether to use staff phone numbers or a single designated number

Step 4: Add Staff Phone Numbers

If you’re using staff-based outbound routing, ensure each staff member has a phone number saved in their profile under Staff → [Staff Name] → Contact Info. This is the number Walla will ring when that staff member initiates an outbound call.

Step 5: Configure Permissions

Assign Call Center permissions to each staff role as appropriate. See the Staff Permissions section above for details on what each permission controls.

Step 6: Enable Voicemail and Call Recording (Optional)

Once the feature is live, you can turn on voicemail and call recording at any time in Settings → Call Center. See the Voicemail & Call Recording section above for details.

Frequently Asked Questions

Can I use my existing studio phone number?

Yes, in most cases. If you have an existing business number you’d like to keep, Walla Support can help facilitate porting that number to Telgorithm. To do this, you’ll need to fill out a Telgorithm Letter of Authorization (LOA) and send it to Walla Support. The LOA requires your current provider account details (company name, service address, current provider, and the number you’re porting). Walla will coordinate the porting process on your behalf.

If you don’t need to keep your existing number, Walla Support can provision a new Telgorithm number for your studio right away.

How do I get the LOA form?

If you already know you want to port over your current phone number, you can access the Telgorithm Letter of Authorization (LOA) template HERE. You can also request it by emailing [email protected] . Once completed, send the form back to Support and we’ll handle the rest.

Can I keep my Google Voice number?

Yes. If you currently use Google Voice, you don’t need to give it up. You can set your Walla Telgorithm number to forward inbound calls to your Google Voice number. That way you keep any call trees, custom greetings, or multi-staff routing you’ve built in Google Voice, while still getting Walla’s call logging and CRM integration.

If you decide to stop using Google Voice entirely, that’s fine too—just make sure your Telgorithm number is forwarding to another real phone line (like a cell phone). Keep in mind that any call trees or custom greetings set up in Google Voice will need to be recreated or replaced separately, as Walla’s inbound routing is currently forwarding-based.

Are calls made through my computer or browser?

No. Calls are placed and received through your actual phone. Walla handles the routing, logging, and CRM context in the browser, but the actual voice connection happens on your phone. Your computer or browser is not involved in the audio.

What happens to voicemails after 7 days?

Voicemail recordings are automatically removed after 7 days. If you need to retain a recording, use the download option in the Call Center before the 7-day window closes.

What counts as a “minute” for billing purposes?

Minutes are counted based on call duration and rounded accordingly. Combined minutes shown in the Call Center stats represent your total usage across inbound and outbound calls for the selected period. For multi-location businesses on the Voice & Text bundle, the 600-minute allotment is per location per billing period.

What does “Multiple Matches” mean in the Call Center?

If the phone number associated with an inbound or outbound call matches more than one client profile in Walla, the Call Center will display “Multiple Matches” in the caller column rather than a single name. This is by design—Walla does not automatically assign the call to a specific profile when there is ambiguity.

Can franchise locations each have their own Walla Voice setup?

Yes. Each location operates its own Call Center with its own phone number, routing configuration, and call log. Combined minutes are calculated per location when you have multiple active locations under a Voice & Text bundle.

Questions? Contact Walla Support at [email protected]