Phone calls between driver and user

Permissions: read_phone_calls to view the phone calls list in Control Center

Phone calls between drivers and users are handled through Twilio. Note that for calls — unlike text messages — no additional Twilio configuration needs to be set up.

A driver can call a user through ioki Vehicle App. ioki Platform starts the call through Twilio and connects both parties without showing their phone numbers to each other.

Drivers and users do not see each other’s phone numbers.

When calls are possible

Drivers can call users as long as a callable phone number is available.

Users can call only after a driver has accepted the ride and the vehicle has reached the pick-up location. Users can no longer call after the ride has been dropped off or cancelled.

Which phone number is used

For a call to a driver, ioki Platform uses the driver’s own phone number if one is set. If the driver does not have their own phone number, ioki Platform uses the phone number assigned to the driver’s vehicle instead. If both numbers are specified, the driver’s own number takes precedence over the vehicle number.

Voice prompt language

Before the connection is made, Twilio plays a short voice prompt. The language of this prompt is based on the locale of the person who starts the call.

Caller ID

Calls are placed from the provider’s configured service phone number.

By default, this is an ioki-managed German phone number. If a provider wants to use a different caller ID, a Twilio number must be available and selected in Twilio Configuration.

Caller ID is configured on the provider level, not on the product level.

Phone-call setup therefore does require provider-level Twilio configuration if the provider wants to use a specific caller ID.