Prepare to Make Calls in ThruTalk

ThruTalk lets you make calls right from your computer or phone. Before you begin, ensure your setup supports a clear and stable calling experience. This guide is for new callers and the admins who support them. We’ll show you how to confirm your assignment, preview your script, choose Phone or Computer Audio, and set up your browser and devices.

TABLE OF CONTENTS

• Before You Call: Confirm Your Assignment
• Preview Your Script
• What You Need To Make Calls
  • Internet Connection
  • Browser
    • Supported Browsers
    • Before You Start
    • How Your Browser Works With Audio
  • Audio Connection
    • Phone Audio
    • Use A Different Phone Number
    • Computer Audio
    • Mobile Browser Audio
• Troubleshooting
  • My Phone Isn’t Ringing
  • I Don’t See My Calling Assignment
• Next Steps

Before You Call: Confirm Your Assignment

Make sure you’re in the correct organization and can see your calling assignment.

• From the top bar, open Calling to view calling assignments.
• If you don’t see the assignment you expect, confirm you’re in the right organization and account.
• If the assignment is closed, the Status will show when it opens next.
• If you still don’t see it, check with your admin or see Troubleshooting below.

Preview Your Script

Previewing helps you get familiar with the question flow and any special actions.

• On your Calling Assignments page, select Preview Script next to the campaign.
• The calling window opens in preview mode. Scroll through each question and try entering responses.
• If your admin uses features like Instant Follow Up or PatchThru, look for those parts of the script in preview so you know what to expect. For Instant Follow Up, you can enter your own phone number in the script preview to see what the text looks like on a phone.
• Start talking as soon as the contact name is displayed in the right-side panel, under Contact Details. That visual cue means you’ve been connected. You may hear a brief beep a moment later, use it as a backup cue, not the trigger to begin.
• When you're ready to make calls, click Start Calling to proceed to the next step or click to return to Assignments. 

What You Need To Make Calls

You’ll use two tools for every call:

• Your Browser: To open ThruTalk, view the script, and record responses.
• Your Audio Connection: How you speak and hear (either through your computer’s microphone/speakers or through your phone).

You can set this up in a few ways:

• All-in-one on a computer: Use a desktop or laptop browser for the script and choose Connect with my computer for audio.
• All-in-one on a mobile device: Use your mobile browser for the script and choose Connect with my phone to talk on that same device. A headset is recommended so you can speak and read comfortably.
• Split devices: Keep the script open on a laptop while ThruTalk calls your mobile phone.

Internet Connection

A stable internet connection helps prevent echo, delays, and dropped audio, especially if you use Computer Audio. To help reduce bandwidth use, close all unnecessary tabs and apps. Keep only your ThruTalk tab open and quit any heavy internet users, such as streaming video or music, video meetings, large downloads/uploads, and cloud backup/sync tools.

Browser

Your browser is always required to access the script and control the calling session.

Supported Browsers

• Chrome, Firefox, Edge, and Safari are supported.
• Internet Explorer and Opera are not supported.

Before You Start

• Update your browser to the latest version.
• Plug in your headset before opening your assignment so it’s detected.
• Temporarily disable VPNs or strict firewalls that may block real-time audio.

How Your Browser Works With Audio

• Computer Audio: Your browser handles both the script and audio. Keep the tab open and allow mic access when prompted.
• Phone Audio: Your browser stays open for contact info and responses while your phone handles the audio.
• Calling on a mobile device: Open your mobile browser, sign in, and handle both the script and audio on one device. A headset or headphones make this easier.

Don’t refresh the page or close the tab during a calling session. If you reload accidentally, reconnect your audio and continue. For other browser information, see our guide, Browser Troubleshooting.

Audio Connection

You can connect with Phone Audio (ThruTalk calls your phone) or Computer Audio (use your computer’s mic/speakers or headset). Choose the option that gives you the most stable audio where you are today.

Phone Audio

Use Phone Audio if your internet is limited, your computer mic/speakers are unreliable, or you prefer using a phone or landline.

1. On the How would you like to make calls? screen, choose Connect with my phone.
2. ThruTalk will call you to start your session. Keep this connection call active for your whole shift.
3. Click Ready To Make Calls. ThruTalk will start dialing.

If your phone doesn’t ring: See My Phone Isn’t Ringing in Troubleshooting.

Use A Different Phone Number

If you want ThruTalk to call a different number for this session (for example, a landline near you):

1. On the How would you like to make calls? screen, select Use a different phone number under My Phone.
2. Enter the temporary phone number you want to use and select Use This Phone Number.
3. You’ll return to the connection screen; choose Connect with my phone to continue.

Note: This updates the number ThruTalk calls for this session. To permanently change the number on your profile, update your User Profile separately.

Computer Audio

Use Computer Audio if you have a reliable internet connection and a headset or earbuds with a microphone.

1. On the How would you like to make calls? screen, choose Connect with my computer.
2. Allow your browser to access your microphone when prompted (as shown in the Mac/Chrome below).
   • Select the correct audio source and test if it is picking up sound with the sound bar.
   • Click Allow while visiting the site.
3. When ready, click Ready to Make Calls.

Mobile Browser Audio

ThruTalk will check if calls can be made from the browser, and if it's possible, you'll see the Connect with my computer option. If you tap the Connect with my computer button, you'll receive a pop-up from your device requesting permission to use your microphone. Tap Allow to continue, then tap Ready to Make Calls.

If you deny microphone permissions, you'll be redirected to the assignments page, and an error will be displayed: You must allow microphone permissions to use the browser, which indicates that you need to grant permissions to access computer audio.

Troubleshooting

My Phone Isn’t Ringing

If you’re on the We’re calling you page and your phone doesn’t ring:

• Select My phone isn’t ringing to review your connection info.
• If the number is wrong, select Change phone number, enter the correct number, and try again.

If we receive a voicemail on your phone, you will be redirected to the How would you like to make calls? section and showed an error. 

• Confirm that your phone connection is reliable and your ringer/volume are on.
• Turn off any setting for silence unknown phone numbers.
• Save the phone number shown after ThruTalk will call you from on your phone. 
• Try again. If issues persist, switch to Connect with my computer or contact Support.

I Don’t See My Calling Assignment

If your calling assignment isn’t visible:

• Confirm you’re in the correct organization/account.
• Check whether the campaign is closed, archived, or not yet opened.
• Make sure you’ve been added as a caller.
• If you’re viewing texting assignments, switch to Calling on the top bar.
• If you still can’t find it, contact your admin or reach out to Support with your organization and assignment names.

Next Steps

• When you’re ready, select Start Calling from your assignment card and review our guide: How to Make Calls in ThruTalk - Step by Step for the live‑calling workflow.