Assigning Twilio Numbers to Voice AI Agents

Overview

Your CRM allows Voice AI agents to handle inbound and outbound calls using phone numbers connected through your Twilio account. You can assign a specific Twilio number or an entire number pool to a Voice AI agent, defining how calls are routed and when the agent is available.

Before You Begin

Before you can assign a Twilio number, ensure the following prerequisites are met:

• You have an active Voice AI or AI Employee subscription.
• A Voice AI agent has already been created.
• The desired Twilio number or number pool is available in your sub-account.
• You have the necessary permissions to edit Voice AI agent deployment settings.

Assigning a Twilio Number or Number Pool

Follow these steps to connect a Twilio number to a Voice AI agent.

1. Navigate to Voice AI Agents

In your CRM, go to AI Agents and select Voice AI. This section lists all your available Voice AI agents.

2. Select an Agent

From the list of agents, choose the one you want to assign the phone number to. Configuration is done on a per-agent basis.

3. Open the Deploy Tab

Click on the Deploy tab for the selected agent to access its deployment settings.

4. Access Phone & Availability

Within the Deploy area, locate and open the Phone & Availability section. This is where you manage phone numbers and call routing.

5. Edit Phone Numbers

Click the Edit Phone Numbers button. A dialog will open for selecting a phone number.

6. Select a Number or Number Pool

Choose the specific Twilio number or the available number pool you wish to assign to this agent.

7. Configure Call Routing and Backup

Review the call routing settings. You may see an option to Enable AI Agent as a backup. If enabled, the Voice AI agent will act as a fallback destination based on the routing rules of the number or pool.

8. Set Working Hours (Optional)

You can define specific days and times when the Voice AI agent is available to receive calls. Calls outside these hours will follow the standard unavailable-call behavior for the number.

9. Save Changes

Click Save to apply all the number assignment, routing, and availability settings to the agent.

Testing the Assignment

After saving, it is crucial to test the setup. Call the assigned Twilio number to confirm that the Voice AI agent answers the call as expected, especially during the configured working hours.

Individual Numbers vs. Number Pools

You can assign either an individual Twilio number or a number pool to an agent.

• Use an individual number when you want calls from one specific phone number to be handled by a single agent.
• Use a number pool when you have a group of numbers that should all route calls to the same agent with identical availability and routing behavior.