> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Phone Support

> Route phone handoffs into HubSpot as tickets with the full call transcript and handoff context.

When the AI phone agent hands off a call, OpenCX creates a HubSpot ticket with the full call transcript and handoff reason. Your reps see the ticket in HubSpot and follow up from there.

## Pre-requisites

<Warning>
  **Create your AI Phone agent first.** No calls can hand off until the agent exists and a number is bound to it — start with [Create Phone Agent](/phone/create-agent) and come back here.
</Warning>

* **AI Phone agent created and reachable on a number** — see [Create Phone Agent](/phone/create-agent) and [Inbound calls](/phone/inbound-calls).
* **HubSpot connected** — see [Connect HubSpot](/integrations/hubspot/connect).

## How conversations land in HubSpot

```mermaid theme={"dark"}
flowchart LR
  A[Caller dials your number] --> B[AI voice agent answers]
  B --> C{AI can resolve?}
  C -- Yes --> D[Call ends]
  C -- No --> E[Handoff]
  E --> F[HubSpot ticket with transcript]
  F --> G[Rep follows up]
```

## Setting up

<Steps>
  <Step title="Confirm the phone agent is live">
    Open [**Channels → Phone**](https://platform.open.cx/channels/phone) in the OpenCX dashboard. Your AI Phone agent should appear with an active number. Test a call to confirm the agent answers.
  </Step>

  <Step title="Confirm HubSpot is connected">
    In [**Settings → Integrations**](https://platform.open.cx/settings/integrations), open **HubSpot**. The status should show the integration is connected, preferably via **OAuth Public App**.
  </Step>

  <Step title="Trigger a test handoff">
    Call the agent's number and say something like *"I need to speak with a person."* The AI should hand off.
  </Step>

  <Step title="Verify in HubSpot">
    A ticket should appear with the full call transcript attached, and an internal handoff comment should be posted with the AI summary, sentiment, and language. Confirm the handoff reason summary is visible and the caller's contact information is linked.
  </Step>
</Steps>

## What the rep sees

* A **HubSpot ticket** with the conversation summary.
* The **full call transcript** (AI and caller turns) attached to the ticket.
* The caller's contact details linked to the ticket — phone number plus any prior HubSpot history.
* An internal **handoff comment** with the AI's escalation reason, sentiment, and language.
* A link to the full OpenCX session for the call recording, AI reasoning trace, and tool calls.

## Channel-specific details

<AccordionGroup>
  <Accordion title="Transcript timing" icon="clock">
    The transcript is attached to the ticket at handoff time, not during the call. Reps see the ticket appear within a few seconds of the transfer or escalation.
  </Accordion>

  <Accordion title="Live transfer vs logged escalation" icon="arrow-right-arrow-left">
    Two handoff modes:

    * **Live transfer** — the AI bridges the caller to a configured phone number. The caller stays on the line. A HubSpot ticket is still created with the transcript for context.
    * **Logged escalation** — the AI ends the call and creates the HubSpot ticket for a rep to follow up on a channel the caller prefers (email, SMS, callback).

    Configure the handoff phone number per agent at [**Channels → Phone**](https://platform.open.cx/channels/phone) → select the agent → **Agent Configuration**.
  </Accordion>

  <Accordion title="Caller identity" icon="id-card">
    When the caller is already a known OpenCX contact (matched by phone number), the ticket is linked to their existing HubSpot record. Unknown callers get a new contact created with just the phone number until they identify further.
  </Accordion>

  <Accordion title="Recordings and debug view" icon="volume-high">
    Audio recordings and per-turn AI reasoning live on the OpenCX side. The session link in the ticket opens the full playback, reasoning trace, and any tool calls the AI made during the call.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI Phone Support" icon="phone" href="/phone/introduction">
    The channel itself — create the agent, configure, inbound and outbound.
  </Card>

  <Card title="Connect HubSpot" icon="plug" href="/integrations/hubspot/connect">
    OAuth setup, AI sender, workflow actions.
  </Card>

  <Card title="HubSpot Overview" icon="hubspot" href="/integrations/hubspot/overview">
    What else HubSpot lights up across every channel.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/hubspot/troubleshooting">
    Transcript missing, ticket not created.
  </Card>
</CardGroup>