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Telephony

Phone workflow

Telephony turns an agent into a reachable phone workflow. Choose the number, assign it to the right agent or flow, then verify everything with a real test call.

A route is not ready until the right number reaches the right assistant.

This is where a voice assistant becomes a callable phone system. In practice you touch this area twice: first to buy or reserve the number, and later to assign that number to the assistant and verify the go-live call.

Start here

Telephony Setup is the next page if you need to choose an available number, assign it to an agent, or confirm the telephony path step by step.

When you should come here

  • You need to buy or reserve a real phone number before the assistant goes live
  • You want to verify that Routing points to the correct agent
  • You are ready to place test calls against a live number
  • You need to understand number assignment or call-handling behavior

Before you assign and test

  • A working Voice agent already exists
  • The prompt and greeting are saved
  • You know which number should point to which agent
  • The workspace has an available number, or your platform team can provide one

What you do here

  • Choose the number first
  • Return here again to assign that number in Routing after the assistant is ready
  • Confirm the number is active and points at the right agent
  • Review Call Handling if you need to understand the live voice flow in more detail

Test-call checklist

  1. Call the assigned number yourself
  2. Confirm the correct greeting plays
  3. Confirm the assistant asks for the callback information
  4. Confirm the caller can accept or correct the callback number
  5. Confirm the call reached the correct agent
  6. Confirm the assistant closes the call cleanly

Most common mistake

Teams often stop after a number is made available in the workspace, or they link the number before the assistant itself is ready. Choose the number early, finish the assistant setup, then come back and assign the route for the final test call.

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