Phone Channels
Connect phone numbers to your agents so customers can call.
Adding a Phone Number
Go to Agent Settings
Select your agent and click Settings.
Add Channel
Click Add Channel → Phone.
Choose Number Type
- Local — Area code matches your location
- Toll-free — 800/888/etc. numbers
Confirm
Number is provisioned instantly. Your agent starts answering calls.
Number Types
| Type | Best For | Cost |
|---|
| Local | Local businesses | Lower monthly fee |
| Toll-free | National reach | Higher monthly fee |
Call Handling
When a call comes in:
- Phone rings → Agent answers immediately
- Agent speaks greeting
- Conversation proceeds naturally
- Agent handles request or takes message
- Call ends
Test your number by calling it yourself before sharing with customers.
Managing Numbers
- View call logs — See all calls to this number
- Remove number — Disconnect from agent (number released)
- Transfer number — Move to a different agent
