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Use Create Phone Agent first if you haven’t set up an agent yet.
Inbound Calls covers what happens when a customer calls your number. For agent settings, see Agent Configuration. For outbound calls, see Outbound Calls.

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Path Of A Call

1

Customer Calls Your Number

The customer dials a phone number assigned to an AI agent.
2

Routed To The Correct Agent

OpenCX matches the dialed number to an agent. If the number is assigned directly, that agent answers. If the number is on a SIP trunk, the org’s default agent answers.
3

AI Speaks First Message

The agent greets the caller with its configured first message (e.g. “Thanks for calling. How can I help?”).
4

Conversation

The AI listens, responds using its instructions and knowledge, and can trigger actions or workflows during the call. The full transcript is recorded in the inbox.
5

End Or Transfer

The call ends when the AI says goodbye, the caller hangs up, or the AI transfers the call to a human agent or external number.

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Call Behavior

Includes , end-call behavior, and interruption handling.
BehaviorDetail
Silence detectionIf the caller is silent, the agent prompts “Are you still there?” up to 2 times. After that, it ends the call.
End callThe AI says goodbye and waits for the speech to finish. If the caller speaks during the goodbye, the AI re-engages instead of hanging up.
InterruptionCallers can interrupt the AI mid-sentence by default. The AI stops speaking and listens.
Audio qualityThe AI only responds to clear speech. Background noise, static, or unintelligible audio is ignored to avoid false triggers.

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Good To Know

Sessions are matched by the caller’s phone number. A returning caller within the same session window continues the existing conversation.
Every call is transcribed in real time. The full transcript appears in the inbox as a conversation thread, alongside chat and email.
The agent can detect keypad tones () pressed by the caller during the call.
When configured, the AI can transfer the call to a phone number, SIP destination, or end the call as a workflow hook. Transfer destinations must be assigned to the agent in Channels → Phone → Agents.

Agent Configuration

Voice, instructions, knowledge, actions, and transfers.

Outbound Calls

Make AI-powered outbound calls.

SIP Integration

Route inbound calls from your own carrier.

Troubleshooting

No answer, audio issues, and failed transfers.