Put an AI voice agent on a number

Let an AI voice agent answer your calls — how we set it up with you, how to connect it to a number, what it costs and how to take it off again.

An AI voice agent talks with your callers — it listens, answers, asks its own questions, and attaches what it gathered to the call. Callers stay on your number, and the call stays in your call history like any other.

Before you start — we set it up with you

Voice agents aren't self-serve yet. Ask us first — your agent runs on an account we manage, and it can't answer anything until we've configured it with you and agreed a rate for agent time. When that's done you'll be given the details to connect it: an Agent ID, a version number, and sometimes a connection.

Steps

Open Voice agents under Voice. Every voice number you have is listed, with whether an agent answers it.
Pick the number and choose Put an agent on this number.
Enter the Agent ID exactly as it was given to you.
Enter the Version — a whole number. The ID and the version go together; one without the other is refused.
Fill in Connection only if you were given one. Otherwise leave it empty.
Save. If every call should go to the agent, also switch the number to AI voice agent under How this line answers on the line's screen.

Copy the details exactly — there's nothing to pick from a list, and a single stray character is an agent that never picks up.

When a new version of your agent is published, your number doesn't move to it by itself — change the version here when you want it to follow.

How a caller reaches the agent

The number is set to AI voice agent, and the agent speaks first on every call. The caller stays on your number, and the call stays in your history.

A call menu can't pass a live call to your agent part-way through — and it doesn't need to. A voice agent answers from the first ring. If you want some callers to reach a person and others the agent, give them different numbers.

What it costs

Two lines on your bill, because two things are at work:

The phone line — your usual per-minute call rate, exactly as if a person had answered.
Agent time — its own per-minute rate, the one agreed when we set your agent up, shown separately so you can see what the agent actually cost.

Agent time is counted from the moment the agent takes the call — on a number set to answer with an agent, that is the conversation itself. GST applies as on every charge.

Business hours

They live on the agent. A number set to answer with an agent is answered by the agent from the first ring — there is no moment in between where anything else could turn the call away — so the agent's own schedule (days, hours, timezone) is the real control. Tell us the hours when we set it up, or ask us to change them.

What you get back

When the conversation ends, whatever the agent gathered — an outcome, a captured detail — is attached to the call.

For calls the agent places out to customers, you can read the conversation afterwards. For calls the agent answers, you see what it gathered and the call record — a written transcript isn't shown today.

If you've switched recording on for the line, agent calls are recorded like any other call, and callers are told first. Agent calls appear under Voice → Call logs like every other call.

Taking the agent off

Take the agent off this number clears the connection, and the number goes back to answering with its call menu. The menu was never touched, so this is a real undo, not a rebuild.

Changes here are recorded in your workspace's audit trail — who made them, when, and what the number pointed at before.

Numbers that can't carry an agent

Not every number can pass a call to an agent. One that can't is still listed, says so, and has no form — saving a connection would only show you an agent that never takes a call. If that's the number you wanted, talk to us about moving the agent to another one.

If it doesn't work

Save refused — the Agent ID and the Version must both be filled in, or both cleared.
Callers hear a short apology — the number is on AI voice agent but no agent is connected. Connect one, or switch the mode back.
The agent never picks up — re-check the ID and the version, character by character.
The agent answers when you expected it not to — its business hours live on the agent; ask us to adjust them.