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Customers call your number. An AI voice agent answers, handles the conversation, and can transfer to a human when needed. Your team sees full transcripts in the inbox.
New here? Skim this page, then open Create Phone Agent to go live.

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Core Functionality

Customers call your number and the AI voice agent answers. Calls are routed to the correct agent based on the phone number dialed. See Inbound Calls.
Initiate AI-powered outbound calls from the dashboard, via API, or through workflows. See Outbound Calls.
Configure voice, language, speaking speed, and background noise. Write instructions as free text or build a visual call flow. See Agent Configuration.
to human agents, external phone numbers, or SIP destinations. Define transfer targets at the org level and assign them per agent.
Connect your published knowledge base to the agent. The AI references it during calls to answer customer questions accurately.
The AI can trigger tools and workflows during a call — look up orders, create tickets, update records. See AI Actions.
Forward Zendesk Talk calls into your OpenCX phone agent, and transfer calls from OpenCX back into the Zendesk Agent Workspace over SIP-IN. Transcripts and handoff context sync to the ticket. See Zendesk Telephony.
via SIP trunking. Route inbound and outbound calls through your existing telephony provider.
Calls are transcribed in real time. Full transcripts appear in the inbox alongside chat and email conversations.
Phone numbers must be verified under Settings → Phone Numbers before they can be assigned to agents. You can also contact us to manually add verified numbers.

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Integration Options

Phone agents integrate with your own carrier over SIP, and with Zendesk for ticketing and human handoff.
Route inbound and outbound calls through your existing telephony provider instead of OpenCX-hosted numbers. Configure inbound and outbound trunks and transfer destinations from Settings → SIP.

SIP Integration

What OpenCX supports and what your carrier needs to provide.

Create Phone Agent

Set up your first voice agent and make a test call.

Agent Configuration

Voice, instructions, flow builder, knowledge, and transfers.

SIP Integration

Bring your own carrier with inbound and outbound SIP trunks.