What is Phone Health?
Phone Health is a monitoring system that analyzes the reputation of phone numbers assigned to your agents. It helps you identify numbers being marked as spam and take preventive action.Numbers marked as spam have significantly lower answer rates. Keeping numbers “healthy” is crucial for campaign success.
The Phone Health report can now be accessed from two places in the new agents view: directly from the agents list via the status icon with the spam counter, and from the Overview tab of the new agent detail panel. Both entry points open the same report described below.
Understanding Number Types
Your agents can use two types of phone numbers for outbound calls:Twilio Numbers
- Owned by Meetzy: Numbers from our Twilio inventory
- Badge: Show “Twilio” badge in the health report
- Management: Can be swapped automatically for new numbers
- Billing: Included in your Meetzy subscription
Caller IDs (Verified Numbers)
- Client-owned: Your own phone numbers verified through Twilio
- Badge: Show “Caller ID” badge in the health report
- Management: Can be disconnected but not automatically swapped
- Purpose: Use your existing business numbers for outbound calls
Phone Health Indicator
In the agents list, each agent with assigned numbers shows an indicator:Indicator Colors
The number on the badge indicates how many numbers have spam issues.
View Phone Health Report
You can now open the detailed report from two different places, whichever is more convenient in your workflow:- From the agents list
- From the agent detail panel
1
Locate the agent
Find the agent in the list
2
Click health indicator
Click the signal/antenna icon with the spam counter, shown next to the agent name
3
Review report
The Phone Health Report modal opens with detailed analysis
Both entry points show the exact same data — pick whichever is faster depending on whether you’re scanning the whole list or already reviewing a single agent’s details.
Report Content
Summary Dashboard
The report shows three main metrics:Spam Threshold
Detailed Analysis Table
Each number in the table shows:Number Status Types
Available Actions
For Twilio Numbers
Swap Number
Replace a problematic Twilio number with a fresh one:1
Identify number
Find a number with Warning or Spam status
2
Click Swap
Click the Swap button next to the number
3
Confirm replacement
The system automatically finds and assigns a new number
4
Complete swap
The old number is marked as “RETURN” and unlinked
Disconnect Number
Remove a Twilio number without replacing it:1
Click Disconnect
Click the Disconnect button next to the number
2
Confirm action
Confirm the disconnection
3
Number released
The number becomes available for other agents
For Caller IDs (Verified Numbers)
Disconnect Only
Caller IDs can only be disconnected (not swapped):1
Click Disconnect
Click the Disconnect button next to the Caller ID
2
Confirm removal
Confirm the disconnection
3
Manual replacement
To replace, manually verify a new Caller ID in agent settings
Caller IDs are client-owned numbers and cannot be automatically replaced. You must verify new numbers manually if needed.
Best Practices
Preventing Spam
1
Monitor regularly
Check Phone Health at least once a week
2
Act early
Swap Twilio numbers when they reach “Warning” (50%), don’t wait for “Spam” (70%)
3
Distribute load
Use multiple numbers for high-volume campaigns
4
Respect schedules
Avoid calling at inappropriate times that generate more spam reports
5
Manage Caller IDs
Monitor verified numbers and disconnect problematic ones promptly
Warning Signs
Watch for these indicators:- Declining answer rates across campaigns
- Calls ending very quickly (under 3 seconds)
- Sudden increase in spam ratio
- Customer complaints about blocked numbers
- Poor performance from newly verified Caller IDs
Mixed Number Strategy
For optimal performance, consider using both number types:- Twilio Numbers
- Caller IDs
Best for:
- High-volume calling
- Testing campaigns
- Automated number rotation
- Quick replacement when marked as spam
How Spam Ratio is Calculated
- Direct user reports to carriers
- Public spam databases
- Extremely short duration (< 3 seconds)
- Systematic rejection patterns
- Carrier-level blocking
Top Performer Number
In the report, the best-performing number is marked with:FAQ
Can I swap a Caller ID like a Twilio number?
Can I swap a Caller ID like a Twilio number?
No, Caller IDs are client-owned and cannot be automatically swapped. You can only disconnect them and manually verify new ones if needed.
Why does my agent only have Caller IDs?
Why does my agent only have Caller IDs?
Some agents are configured to use only verified client numbers for outbound calls. This is common for compliance or branding requirements.
How often is Phone Health updated?
How often is Phone Health updated?
Data is updated every hour. The indicator in the agents list reflects the latest available analysis.
Can I recover a Twilio number after swapping?
Can I recover a Twilio number after swapping?
Not automatically. Once swapped, the number is unlinked. Contact support if you need to recover it.
What happens to active calls during actions?
What happens to active calls during actions?
Active calls are not interrupted. Changes apply only to new calls.
Why does my new Caller ID already have spam history?
Why does my new Caller ID already have spam history?
Verified numbers may inherit reputation from previous usage. Monitor new Caller IDs closely and disconnect if problematic.
Why do I see the Phone Health report in two places now?
Why do I see the Phone Health report in two places now?
The report is now reachable both from the status icon in the agents list and from the Overview tab of the agent detail panel, so you can check it whether you’re browsing the full list or already inspecting a specific agent. It’s the same report in both cases.
Next Steps
Configure Numbers
Learn to assign and manage phone numbers and Caller IDs.
Manage Agents
View and organize your agents.