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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.

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Understanding Number Types

Your agents can use two types of phone numbers for outbound calls:

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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

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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
Some agents may operate exclusively with Caller IDs and have no Twilio numbers assigned. These agents can only make outbound calls using verified client numbers.

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Phone Health Indicator

In the agents list, each agent with assigned numbers shows an indicator:

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Indicator Colors

The number on the badge indicates how many numbers have spam issues.

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View Phone Health Report

To view the detailed report:
1

Locate the agent

Find the agent in the list
2

Click health indicator

Click the signal/antenna icon next to the agent name
3

Review report

The Phone Health Report modal opens with detailed analysis

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Report Content

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Summary Dashboard

The report shows three main metrics:

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Spam Threshold

A number is considered “spam” when more than 50% of its calls are marked or reported as spam.

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Detailed Analysis Table

Each number in the table shows:

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Number Status Types

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Available Actions

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For Twilio Numbers

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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
The old number will no longer be used by this agent after swapping.

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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

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For Caller IDs (Verified Numbers)

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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.

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Best Practices

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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

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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

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Mixed Number Strategy

For optimal performance, consider using both number types:
Best for:
  • High-volume calling
  • Testing campaigns
  • Automated number rotation
  • Quick replacement when marked as spam

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How Spam Ratio is Calculated

Calls are classified as “spam” based on:
  • Direct user reports to carriers
  • Public spam databases
  • Extremely short duration (< 3 seconds)
  • Systematic rejection patterns
  • Carrier-level blocking

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Top Performer Number

In the report, the best-performing number is marked with:
This number has the best completion history and should be prioritized for important calls.

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FAQ

No, Caller IDs are client-owned and cannot be automatically swapped. You can only disconnect them and manually verify new ones if needed.
Some agents are configured to use only verified client numbers for outbound calls. This is common for compliance or branding requirements.
Data is updated every hour. The indicator in the agents list reflects the latest available analysis.
Not automatically. Once swapped, the number is unlinked. Contact support if you need to recover it.
Active calls are not interrupted. Changes apply only to new calls.
Verified numbers may inherit reputation from previous usage. Monitor new Caller IDs closely and disconnect if problematic.

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Next Steps

Configure Numbers

Learn to assign and manage phone numbers and Caller IDs.

Manage Agents

View and organize your agents.