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Configure phone numbers, Twilio voice routing, call recording, and voicemail triage.
Operator answers live inbound telephone calls with natural spoken dialogue, understanding caller context, answering questions, and scheduling appointments directly to your calendar.
Telephony is routed through Twilio Voice Webhooks pointing to /api/webhooks/voice/inbound.
Under Voice AI > Phone Numbers (/voice), businesses can allocate and manage virtual phone lines stored in the phone_numbers table:
- View assigned phone numbers (E.164 format).
- Toggle call recording on or off per phone line.
- Assign internal friendly names (e.g., *"Main Clinic Line"*).
Configure call routing under Voice > Settings > Routing Rules (/voice/settings):
- Triggers: business-hours, after-hours, busy, or no-answer.
- Actions:
- ai-receptionist: Answer immediately with the conversational AI receptionist.
- staff-dial: Forward the call to a live staff telephone number.
- voicemail: Play greeting and record a caller voicemail.
- queue: Hold caller in line for available staff.
When call recording is enabled:
- Full duplex audio recordings are saved and accessible under Voice > Call History (/voice/history).
- Transcripts are saved to the conversation log with speaker turn labels.
- Audio durations and latency metrics are tracked in call_sessions.
When callers leave a voicemail:
- A record is created in voicemail_messages.
- Staff can triage voicemails under Voice > Voicemails with statuses: pending, called, or no-action.