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Use case

Customer service by phone, SMS and email

A small team answering customers does not need a call centre. It needs a number customers can call, an SMS thread they can reply in, incoming email, and a record of what was said.

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Last reviewed 14 October 2026

The problem

Customer service on a private mobile stops when the employee goes home. Calls are recorded nowhere, and SMS replies land with whoever happened to send the message.

With telkit the company has its own Norwegian number that rings in the browser for the employees who are logged in. SMS replies are gathered in threads, email comes in to your system, and calls can be recorded.

The services that do the job

Voice, SMS and email on the same balance.
  • A Norwegian number with routingChoose what happens when someone calls: forward, a greeting then forward, a message, answer in the browser, or your own system.
  • Answer in the browserThe call rings for everyone logged in. The first to answer takes it. If nobody answers within 30 seconds, telkit hangs up.
  • SMS threadsCustomer replies are gathered in threads in the dashboard. Your answer goes from the same number, so the customer sees one conversation.
  • Incoming emailEmail to your domain is stored and passed on to your system as email.received.
  • RecordingSwitch on recording for the number. The recording sits with the call in the dashboard.

Example flows

Three common enquiries.

A customer calls

  1. The number is set to «Svar i nettleseren» (answer in the browser).
  2. The call rings for everyone on the team with the dashboard open. Whoever answers first gets the call.
  3. call.ended reaches your webhook with the length, the price and whether the call was recorded.

A customer texts

  1. The profile has a dedicated 8-digit SMS number, and the customer texts it.
  2. The message arrives as sms.received and lands in a thread in the dashboard.
  3. The employee answers in the thread, from the same number.

Calling back

  1. The employee calls the customer from the dashboard, from the company's number.
  2. Recording and text are switched on for the call, once the customer has been told.
  3. After the call, the recording and the text sit with the call.

The events your system receives

Customer service needs no code to get started. If you want enquiries in a ticket system, these are the events that reach your webhook.
Webhook: call.endedjson
{  "object": "event",  "id": "evt_…",  "type": "call.ended",  "api_version": "1",  "occurred_at": "2026-10-14T08:00:03Z",  "data": {    "eventId": "evt_…",    "mode": "live",    "profileId": "…",    "callId": "…",    "externalRef": null,    "metadata": {},    "direction": "inbound",    "from": "+4791234567",    "to": "+4721000000",    "seconds": 184,    "billedMinutes": 4,    "priceOre": 320,    "recording": true,    "transcriptReady": false,    "participants": 2,    "assignedTo": null  }}
priceOre is the price in øre excl. VAT, here four started minutes with recording.
Webhook: sms.receivedjson
{  "object": "event",  "id": "evt_…",  "type": "sms.received",  "api_version": "1",  "occurred_at": "2026-10-14T08:00:03Z",  "data": {    "eventId": "evt_…",    "mode": "live",    "profileId": "…",    "messageId": "…",    "threadId": "…",    "from": "+4791234567",    "to": "+4790000000",    "text": "Hei, pakken min har ikke kommet. Ordre 10482."  }}
to is the profile's dedicated SMS number. threadId ties the message to its thread in the dashboard.
Webhook: email.receivedjson
{  "object": "event",  "id": "evt_…",  "type": "email.received",  "api_version": "1",  "occurred_at": "2026-10-14T08:00:03Z",  "data": {    "eventId": "evt_…",    "mode": "live",    "profileId": "…",    "messageId": "…",    "from": "kari@eksempel.no",    "to": "kundeservice@nettbutikken.no",    "subject": "Spørsmål om ordre 10482"  }}

What to watch out for

Voice and SMS are two services with a number each.
  • A phone number takes calls, and a dedicated SMS number takes SMS. If you want both, you order both.
  • The Norwegian Data Protection Authority (Datatilsynet) writes that businesses as a rule must ask for consent before they record a call with a customer. A greeting before the call is put through is a good place to say so.
  • «Svar i nettleseren» rings only for people who are logged in. Outside opening hours, let the number play a message or forward instead.
  • Give every employee their own login. You then see who did what, and can remove access when someone leaves.

What it costs

Calls are paid per started minute, SMS per unit and email per message. The number is paid per month.
Phone number, per month
NOK 59
Incoming call, per minute
NOK 0.60
Outbound call, per minute
NOK 0.60
Recording, per minute of the call
NOK 0.20
Dedicated SMS number, per month
NOK 490
SMS received, per unit
NOK 0.75
SMS sent from a dedicated number, per unit
NOK 0.75
Email received
NOK 0.01

Prices exclude VAT.

See the full price list

Questions about customer service

Do we need software to answer the phone?

No. The call rings in the dashboard in the browser. You need a microphone, ideally a headset.

What if two people answer at once?

The first to answer gets the call. The others are told it has been taken.

Can customers text our phone number?

No. SMS goes to a dedicated SMS number. The phone number takes calls.

Can we pick a number in a particular city?

Yes. You choose a free number in Oslo, Bergen, Trondheim, Stavanger, Kristiansand or Tromsø.

Can calls be written out as text?

Calls you place yourselves can be written out after the call. Incoming calls can be recorded.

Read more about the services

Other use cases

Set up your customer service number

Register your company, order a number and let it ring in the browser for your team.

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