Configuration

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Adding Phone Numbers

Prerequisites:

• Active team subscription
• Valid payment method on file

Process:

1. Navigate to Telephony section
2. Click “Add” button
3. Review pricing information
4. Accept terms and complete purchase
5. Phone number is instantly available

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Basic Configuration

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Phone Number Name

Internal identifier for organizing phone numbers. Not shown to callers or SMS users.

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Agent Assignment

• Every phone number must be connected to an agent
• Agent must be in “Live” status
• One agent can handle multiple phone numbers
• Agent’s knowledge base, tasks, and behavior apply to both voice and SMS

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Service Configuration

Each phone number can offer voice calls, SMS messaging, or both.

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Calls Service

When Enabled:

• Inbound calls are answered by your agent
• Conversations are transcribed in real-time
• Call recordings and transcripts are saved

Configuration:

• Enable/disable toggle
• Optional monthly minutes limit

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SMS Service

When Enabled:

• Inbound SMS messages are received by your agent
• Agent responds via SMS
• Multi-turn conversations supported
• SMS threads appear in Inbox

Configuration:

• Enable/disable toggle
• Optional monthly SMS limit

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Service Requirements

• At least one service must be enabled for phone number to be active
• Cannot disable both services while phone number is enabled
• Agent must be assigned before enabling any services

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Usage Limits

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Monthly Call Minutes Limit

• Set a positive integer or leave empty for unlimited
• When limit is reached, calls are no longer answered
• Limit resets at beginning of each calendar month
• First 60 minutes per month are free (shared across all phone numbers)

Example: Setting 300 minutes means:

• First 60 minutes free (shared)
• Next 240 minutes charged at standard rates
• After 300 total minutes, calls stop until next month

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Monthly SMS Limit

• Set a positive integer or leave empty for unlimited
• When limit is reached, SMS service stops responding
• Limit resets at beginning of each calendar month
• First 100 SMS per month are free (shared across all phone numbers)
• Both incoming and outgoing messages count toward limit

Example: Setting 1000 messages means:

• First 100 messages free (shared)
• Next 900 messages charged at standard rates
• After 1000 total messages, SMS stops until next month

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Phone Number Status

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Disabled

• Phone number is configured but not active
• Calls and SMS are not answered
• No usage charges

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Enabled

• Phone number is fully active
• Calls and SMS are answered and processed
• Usage is tracked and billed

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Enabling Phone Numbers

Prerequisites:

• Phone number has a name
• Agent is assigned and live
• At least one service is enabled

Process:

1. Toggle status switch to “Enabled”
2. Phone number becomes immediately active

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Disabling Phone Numbers

Toggle status to “Disabled” to temporarily deactivate.

• Services immediately stop
• Configuration is preserved
• No usage charges while disabled

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Deleting Phone Numbers

Requirements:

• Phone number must be disabled first
• Cannot be undone

Process:

1. Disable the phone number
2. Click “Delete” action
3. Confirm deletion

Note: Phone number is released and may be reassigned to others. Conversation history remains in Inbox.

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Advanced Configuration

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Integration with Workflows

Inbox: All calls and SMS appear as chat conversations Contacts: Phone numbers link to contact records, caller ID enriches profiles Webhooks: Telephony events trigger webhooks Tasks: Agents can execute tasks during calls and SMS conversations