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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 its assigned agent. For SIP calls, a valid X-OPENCX-AGENT-ID header takes precedence over number assignment. A recognized workspace with no resolved AI agent can route the call to teammates. See Numbers and routing.
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

Handle the call

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.
For calls your team should answer directly, use Human calling to configure availability and understand missed calls.

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Calls routed to your team

For customer calls answered by human agents, configure call answering and ringing to connect prepared dashboards automatically after a delay and ring a percentage of available agents. The same settings apply when an AI phone agent hands a call to your team.

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Call Behavior

Includes , end-call behavior, and interruption handling.

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Good To Know

Contact identity is matched using the caller’s phone number. Contact matching does not mean every new call reuses one session. Review the call attempt and session together, especially after callbacks.
AI calls produce transcript messages during the session. Audio recording is a separate agent setting. For human calls, enable Live transcripts in Settings → Voice & Telephony for speaker-labeled messages during supported calls. Post-call summary processing can use an available recording when live text is unavailable.See Recordings and transcripts for permissions, settings, and timing.
The agent can detect keypad tones () pressed by the caller during the call.
When configured, the AI can transfer to a team, phone number, or SIP destination. A Custom destination ends the call. Transfer destinations must be assigned to the agent in Channels → Phone → Agents.
Once a teammate has taken a call in the inbox, they can bring more people onto it from the call controls with Add participant:
  • A teammate — pick anyone who is online and available for calls. Their dashboard rings, and they join the call as soon as they accept.
  • A phone number — dial an external number from one of your verified phone numbers. The line joins the call when it picks up.
Everyone on the call hears each other. Participants shows who is on the line and who is still being rung. Anyone on the call can mute a participant for themselves: that participant goes silent in your headset only, everyone else keeps hearing them, and you can unmute them at any time. The teammate who took the call is the host: only they can add people, remove a participant, or withdraw an invite that is still ringing. Invited teammates can leave whenever they want without ending the call for anyone else.Recording and the live transcript keep covering the whole call, and the call timeline in the inbox shows who joined, who left, and who was removed. Adding participants needs the Sessions write permission.

Agent Configuration

Voice, instructions, knowledge, actions, and transfers.

Outbound Calls

Make AI-powered outbound calls.

SIP Integration

Route inbound calls from your own carrier.