feat: add call model

app/models/conversation.rb

@@ -108,6 +108,7 @@ class Conversation < ApplicationRecord
 
   has_many :mentions, dependent: :destroy_async
   has_many :messages, dependent: :destroy_async, autosave: true
+  has_many :calls, dependent: :destroy_async
   has_one :csat_survey_response, dependent: :destroy_async
   has_many :conversation_participants, dependent: :destroy_async
   has_many :notifications, as: :primary_actor, dependent: :destroy_async

db/migrate/20260408170902_create_calls.rb

@@ -0,0 +1,26 @@
+class CreateCalls < ActiveRecord::Migration[7.0]
+  def change
+    create_table :calls do |t|
+      t.bigint :account_id, null: false
+      t.bigint :inbox_id, null: false
+      t.bigint :conversation_id, null: false
+      t.bigint :message_id
+      t.bigint :accepted_by_agent_id
+      t.string :provider_call_id, null: false
+      t.integer :provider, null: false, default: 0
+      t.integer :direction, null: false
+      t.string :status, null: false, default: 'ringing'
+      t.integer :duration_seconds
+      t.string :end_reason
+      t.jsonb :meta, default: {}
+      t.text :transcript
+
+      t.timestamps
+    end
+
+    add_index :calls, [:provider, :provider_call_id], unique: true
+    add_index :calls, [:account_id, :conversation_id]
+    add_index :calls, :message_id
+    add_index :calls, :meta, using: :gin
+  end
+end

db/schema.rb

@@ -10,7 +10,7 @@
 #
 # It's strongly recommended that you check this file into your version control system.
 
-ActiveRecord::Schema[7.1].define(version: 2026_03_24_102005) do
+ActiveRecord::Schema[7.1].define(version: 2026_04_08_170902) do
   # These extensions should be enabled to support this database
   enable_extension "pg_stat_statements"
   enable_extension "pg_trgm"
@@ -261,6 +261,28 @@ ActiveRecord::Schema[7.1].define(version: 2026_03_24_102005) do
     t.index ["account_id"], name: "index_automation_rules_on_account_id"
   end
 
+  create_table "calls", force: :cascade do |t|
+    t.bigint "account_id", null: false
+    t.bigint "inbox_id", null: false
+    t.bigint "conversation_id", null: false
+    t.bigint "message_id"
+    t.bigint "accepted_by_agent_id"
+    t.string "provider_call_id", null: false
+    t.integer "provider", default: 0, null: false
+    t.integer "direction", null: false
+    t.string "status", default: "ringing", null: false
+    t.integer "duration_seconds"
+    t.string "end_reason"
+    t.jsonb "meta", default: {}
+    t.text "transcript"
+    t.datetime "created_at", null: false
+    t.datetime "updated_at", null: false
+    t.index ["account_id", "conversation_id"], name: "index_calls_on_account_id_and_conversation_id"
+    t.index ["message_id"], name: "index_calls_on_message_id"
+    t.index ["meta"], name: "index_calls_on_meta", using: :gin
+    t.index ["provider", "provider_call_id"], name: "index_calls_on_provider_and_provider_call_id", unique: true
+  end
+
   create_table "campaigns", force: :cascade do |t|
     t.integer "display_id", null: false
     t.string "title", null: false

enterprise/app/models/call.rb

@@ -0,0 +1,24 @@
+class Call < ApplicationRecord
+  # All valid call statuses
+  STATUSES = %w[ringing in_progress completed no_answer failed].freeze
+  # Statuses where the call is finished and won't change again
+  TERMINAL_STATUSES = %w[completed no_answer failed].freeze
+
+  enum :provider, { twilio: 0, whatsapp: 1 }
+  enum :direction, { incoming: 0, outgoing: 1 }
+
+  belongs_to :account
+  belongs_to :inbox
+  belongs_to :conversation
+  belongs_to :message, optional: true
+  belongs_to :accepted_by_agent, class_name: 'User', optional: true
+
+  has_one_attached :recording
+
+  validates :provider_call_id, presence: true
+  validates :provider, presence: true
+  validates :direction, presence: true
+  validates :status, presence: true, inclusion: { in: STATUSES }
+
+  scope :active, -> { where.not(status: TERMINAL_STATUSES) }
+end

enterprise/app/models/enterprise/concerns/account.rb

@@ -17,6 +17,7 @@ module Enterprise::Concerns::Account
     has_many :copilot_threads, dependent: :destroy_async
     has_many :companies, dependent: :destroy_async
     has_many :voice_channels, dependent: :destroy_async, class_name: '::Channel::Voice'
+    has_many :calls, dependent: :destroy_async
 
     has_one :saml_settings, dependent: :destroy_async, class_name: 'AccountSamlSettings'
   end

twilio_qa.md

@@ -0,0 +1,56 @@
+# Voice as Twilio SMS Capability — QA Test Cases
+## Prerequisites
+
+* Enterprise edition
+* `channel_voice` feature flag enabled: `Account.find(<id>).enable_features('channel_voice'); Account.find(<id>).save!`
+* Twilio account with a voice-capable phone number
+* Twilio API Key SID + API Key Secret
+
+---
+
+## Voice inbox creation
+
+1. ~~Create Voice inbox via Voice tile with valid credentials — Channel created with voice_enabled: true, twiml_app_sid auto-provisioned, SMS and calls work~~
+2. ~~Create Voice inbox with a number that doesn't support voice (e.g., short code) — Fails with "This phone number does not support voice calls" error~~
+3. ~~Create Voice inbox with invalid Twilio credentials — Fails with clear error message~~
+
+## Enable voice on existing SMS inbox
+
+ 5. ~~SMS inbox (phone number, no ~~`~~api_key_sid~~`~~) → enable voice — Prompts for both ~~`~~api_key_sid~~`~~ and ~~`~~api_key_secret~~`~~, provisions TwiML app~~
+ 6. ~~SMS inbox (phone number, has ~~`~~api_key_sid~~`~~, no ~~`~~api_key_secret~~`~~) → enable voice — Prompts for ~~`~~api_key_secret~~`~~ only, provisions TwiML app~~
+ 7. ~~SMS inbox (phone number, has api_key_sid + api_key_secret) → enable voice — No credential fields, just toggle and update~~
+ 8. ~~SMS inbox (messaging_service_sid only) — Voice tab not shown (voice requires phone number)~~
+ 9. ~~Twilio WhatsApp inbox — Voice tab not shown (~~`~~medium !== 'sms'~~`~~)~~
+10. ~~SMS inbox without ~~`~~channel_voice~~`~~ feature flag — Voice tab not shown~~
+11. ~~Enable voice via API when ~~`~~channel_voice~~`~~ flag is off — Voice fields silently ignored~~
+
+## Disable voice
+
+12. ~~SMS+Voice channel → disable voice — TwiML app deleted from Twilio, ~~`~~twiml_app_sid~~`~~ cleared, ~~`~~api_key_sid~~`~~ and ~~`~~api_key_secret~~`~~ preserved, SMS still works~~
+13. ~~Disable voice when Twilio API fails (e.g., TwiML app already deleted) — Local cleanup still happens, no error shown to user~~
+
+## Re-enable voice
+
+14. ~~Previously disabled voice channel (has api_key_sid + api_key_secret) → re-enable — No credentials needed, new TwiML app provisioned~~
+15. ~~Previously disabled voice channel (has api_key_sid, api_key_secret is nil) → re-enable — Prompts for api_key_secret~~
+
+## Voice settings tab UI
+
+16. ~~Voice enabled + configured — Shows toggle (on) + voice webhook URLs~~
+17. ~~Voice disabled + credentials exist — Shows toggle (off) only, no credential fields~~
+18. ~~Voice disabled + no credentials → toggle on — Shows credential fields when toggled on~~
+19. ~~Click Update button — Shows spinner while saving~~
+20. ~~After update completes — Tab stays selected (doesn't jump to another tab)~~
+21. ~~Voice-enabled inbox still shows Business Hours, CSAT, Help Center, and Configuration tabs~~
+
+## Inbox list and naming
+
+22. ~~Voice-enabled TwilioSms inbox in inbox list — Shows "Voice" as channel name~~
+23. ~~Voice-disabled TwilioSms inbox in inbox list — Shows "Twilio SMS" as channel name~~
+24. ~~Voice-enabled inbox icon — Shows voice icon (phone)~~
+
+## Inbox creation UI
+
+25. ~~Voice tile shows "Coming Soon" when ~~`~~channel_voice~~`~~ feature flag is off~~
+26. ~~Voice tile is clickable when ~~`~~channel_voice~~`~~ feature flag is on~~
+27. ~~Voice tile description reads "Handle voice calls and SMS with Twilio"~~