Phone numbers
Buy a phone number and point it at an agent, so inbound calls reach it.
What you'll learn
How to buy or import a number, assign it to an agent, and check it before you go live. A number is how the outside world reaches an agent. There is no trunk to configure on your side.
Prerequisites
- A live agent. See Your first voice agent.
Step 1: Search for a number
Open Dashboard → Numbers → Buy a number. Search by country and area code to see what the carrier has right now.
Step 2: Buy it
Pick one and confirm. The number appears in your Numbers list within a few seconds.
Step 3: Assign it to an agent
Choose the agent in the number's Agent column. That sets up the call route end to end.
A number routes to exactly one agent at a time. Reassigning takes effect on the next call; you do not need to publish anything again. To test a second agent, reassign the number or buy a second one.
Bring your own number
If you already own numbers with a carrier, connect the carrier account under Settings → Provider accounts, then use Import on the Numbers page. Your numbers appear and you assign them like any other. The carrier credentials are encrypted and never exposed to an agent.
Outbound calls
A number is also who your outbound calls come from, so the person you call sees a number they can call back. Outbound calls are started by your systems (an API call or a trigger, see Variables), never by the agent deciding to call someone.
What each column means
| Column | Meaning |
|---|---|
| Number | The number in E.164 format: what callers dial. |
| Friendly name | Your label, such as "Support line". |
| Agent | Who answers. An unassigned number rings with nothing behind it. |
| Environment | Which environment's agents the number can point at, so a test number cannot serve production traffic. |
Test it
Call the number from a phone. The assigned agent answers and runs its flow. This is the only check that proves the whole path. See Testing.
Common problems
| Problem | Fix |
|---|---|
| The number rings but nobody answers | It is not assigned to an agent, or not to the agent you think. Check the Agent column. |
| A transfer from the agent fails | Check the destination. See Transfers. |
Before you go live
- Call the number yourself, end to end.
- If the agent transfers calls, make sure the destination is a line someone answers.
- Phone calling is regulated and rules vary by country: business calling registration, caller ID rules and consent for outbound calls. Check what applies to you before you call people at volume.
- Numbers cost a monthly fee and calls are billed per minute. Release numbers you do not use: the Numbers page lists everything you pay for.