Prerequisites
- A verified phone number under Settings → Phone Numbers if you plan to assign an inbound number. Agents can also be created without a number for -only or outbound-only use.
Go Live
Open The Phone Channel
Go to Channels → Phone and click Create Agent.
Choose Voice And Language
Select a voice from the voice library and set the primary language. Multi-language agents can switch languages during a call based on the caller. Optionally set a background noise preset (
office, bar, city-street, or none).Write Instructions
Define what the agent should do. You can write free-text instructions or use the to create a structured call flow with branching logic. See Agent Configuration for details on both.
Set A First Message
Set the — this is what the agent says when it picks up the call (e.g. “Hi, thanks for calling Acme Support. How can I help?”). Defaults to “Hello?” if left blank.
Assign An Inbound Number
Under in the agent settings, assign one or more verified phone numbers. Each number can only be assigned to one agent. For BYOC numbers, see SIP Integration.
Agents are created without purchasing a separate phone number. Assign a verified number from Settings → Phone Numbers, or use SIP trunking to route calls from your own carrier.
Test Calls
Use the Test Call button on the agent page under Channels → Phone → Agents. This calls the agent directly from your browser — no phone number needed. Test calls help verify:- The agent answers and speaks the first message
- Instructions are followed correctly
- Knowledge sources are referenced
- Transfer destinations work
Related Documentation
Agent Configuration
Voice, flow builder, knowledge sources, actions, and transfers.
Inbound Calls
How calls are routed to agents and what happens during a call.
SIP Integration
Bring your own carrier with SIP trunks.
Troubleshooting
No answer, audio issues, and test call tips.