Phone & Voice

Connect with your users via phone calls and SMS. Your AI agents can answer calls, send texts, and hand off to humans when needed.

Setting Up Phone Numbers

1. Go to Phone Numbers
2. Click Add Phone Number
3. Choose a number and configure it

Phone Number Settings

Voice Calls

How AI Voice Works

When someone calls your number:

1. Your AI agent answers with a greeting
2. The caller speaks naturally
3. AI responds in real-time with speech
4. The conversation follows your workflow

The AI can:

• Answer questions
• Collect information
• Book appointments
• Transfer to humans
• End calls appropriately

Work Modes

Control when AI handles calls vs. forwarding:

Setting Business Hours

1. Go to Settings → Workspace Settings
2. Configure your business hours
3. Use is_business_hours in CEL conditions

Call Forwarding

Transfer calls to humans when needed:

1. Configure a Forward Number on your phone number
2. The AI can transfer using the Forward Call ability
3. Or forward automatically during off-hours

SMS Messaging

How SMS Works

Text messages work like chat:

1. User texts your number
2. AI responds via text
3. Conversation follows your workflow
4. Full history saved to chat

SMS Settings

Web Voice

Users can also make voice calls from your websites:

1. Enable voice on your Site
2. Users click the microphone icon
3. Browser-based voice call with your AI

No phone number needed - works directly through the browser.

Voice Configuration

Agent Voice

Pick how your AI sounds:

1. Go to People → Agents
2. Edit your agent
3. Select a Voice option

Available voices vary by AI model.

Phone Abilities

Add these to workflows for phone-specific features:

Add via the Abilities tab on workflows or tasks.

Common Setups

Customer Support Line

• Voice: Always On
• SMS: Always On
• Workflow: Support workflow with escalation task
• Abilities: Hang Up, Forward Call
• Forward number: Your support team

Appointment Booking

• Voice: Always On
• Workflow: Booking workflow with calendar access
• Abilities: Calendar Booking, Hang Up
• Let AI schedule appointments by voice

After-Hours Answering

• Voice: Message Off-Hours
• Off-Hours Message: "Thanks for calling. We're closed. Leave a message."
• Business Hours: 9am-5pm weekdays
• AI handles calls during hours, voicemail after

Tips

• Test your number - Call it yourself first
• Set clear greetings - Configure initial messages in your workflow
• Use business hours - Don't let AI respond at 3am (unless you want it to)
• Enable SMS too - Some users prefer texting
• Check call logs - Review conversations in Chats

Related

• Phone Call Tools — Give AI control over hang up and call forwarding
• Workspace Settings — Configure business hours for call routing
• Sites — Enable browser-based web voice on your sites