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Voice

A Twilio phone line answered by the same chatbot — what the caller hears, warm transfer to a human, and how minutes are metered.

Connect a Twilio phone number and callers talk to the same chatbot that powers your widget — same knowledge base, same settings.

Note:

Voice runs its own pipeline and is not governed by the per-channel AI-replies toggle. A voice channel always answers with AI; what you configure is where it transfers to when a human is needed.

What you need

A Twilio account with a voice-capable number, its Account SID and Auth Token, and — if you want live transfer — a team phone number to forward to.

Connect

  1. 1
    Add a Voice channel on the chatbot's Channels tab with the Twilio

    credentials and the number. Optionally set a forward number for live transfer.

  2. 2
    Copy the voice webhook URL shown after connecting.
  3. 3
    In the Twilio console, set the number's "A call comes in" webhook to that

    URL, method POST.

  4. 4
    Optionally set the number's status callback to the channel's status URL,

    so call completion is reported back.

The duplicate-number warning applies here too: a Twilio number already used by another chatbot for the same type maps to one webhook slot.

What the caller hears

Speech-to-text and text-to-speech run on Twilio, with a configurable voice and locale. The call is one continuous conversation: greeting → answer → "anything else?" — with barge-in, silence re-prompts, and goodbye detection so the call ends naturally.

Human handoff

When a caller asks for a person — or after a knowledge gap — the call is warm-transferred to your forward number.

SituationWhat happens
Forward number set, someone answersThe caller is connected; the conversation is marked as human-handled and appears in the Inbox
Forward number set, no answerThe caller is handed back to the AI rather than stranded
No forward number setThe conversation is flagged needs_human for inbox follow-up

In the inbox

Calls land in the unified inbox tagged voice with a full transcript, linked to a contact by phone number, and enriched with the same intent, sentiment, and lead score as chat.

Metering

Voice costs more than chat, and is metered accordingly:

  • Each minute debits credits at a per-minute rate, on top of the per-turn AI

    cost.

  • Billing is in six-second increments, rounded up, applied when the call

    ends.

  • Some plans carry a voice-minute soft cap, checked at call start. Over the

    cap, the AI does not pick up and the call routes to your fallback — dial the team, or take a message — while chat keeps working normally.

  • Resold client workspaces do not count against a cap.

If credits run out mid-service, the caller hears a graceful spoken message rather than silence. See Credits and top-ups.

Troubleshooting

SymptomCause
Calls ring outThe "A call comes in" webhook is not set to the channel URL
Signature rejectedThe Twilio auth token on the channel is wrong
AI never picks upThe plan's voice-minute cap for the month is used up
Transfers never connectNo forward number set, or nobody answers it

Where to go next

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