Connecting a phone number

Connect a phone number to your agent to enable voice calls over the phone.

You can connect phone numbers to your agent from the Phone numbers tab in the sidebar. Voiceflow supports numbers from multiple providers, or you can provision a number directly through Voiceflow. Once connected, your number can receive inbound calls and make outbound calls through your agent.

Adding a phone number

Open Phone numbers in the sidebar and click Create number. Select your provider and enter the required credentials.

• Voiceflow number: Voiceflow can provision a US or Canadian phone number for you. Select an area code and optionally give it a name. The number of Voiceflow numbers included depends on your plan.
• Twilio: You’ll need your phone number, Account SID, and Auth Token from your Twilio console.
• Vonage: You’ll need your phone number, API Key, and API Secret from your Vonage dashboard.
• Telnyx: You’ll need your phone number and API Key from your Telnyx portal.

Assigning an existing number

If you’ve already connected a phone number to another project in your workspace, you can reuse it. Click Assign existing number to see all available numbers in your workspace and assign one to the current project.

Setting the environment

Each phone number must be assigned to an environment before it can receive calls. Click the environment name next to a number to choose between Production, Development, or Staging. The environment determines which version of your agent callers interact with.

To update your development environment, click the Run button in the top right corner of the Agent tab.

Enabling call recording

You are responsible for complying with laws related to call recording and consent in your region.

You can record calls for quality assurance and compliance. Open Settings → Behaviour → Voice and enable Save call recordings. Recordings are stored by Voiceflow and linked to the call’s transcript.

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Call recording is only available for phone calls. Voice conversations through the web chat widget cannot be recorded.

Removing a phone number

To remove a number from your project, click the three dots menu next to it and select Remove. The phone number will remain linked to your Voiceflow account and can still be reused in other projects using the Assign existing number button at the top of the Phone numbers tab.

To fully unlink a phone number from your Voiceflow account, go to Voiceflow Dashboard → Phone numbers, then click the three dots menu next to the phone number and select Delete.