Set up Phone Integrations for Agents

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Overview

Organization Admins configure voice telephony in Organization Settings → Voice: phone providers (Twilio or SIP Trunking), SIP domains and ingress regions, and org-wide visibility into numbers and voice agents. After a provider is configured, app builders build a voice agent and add a phone number in each app.

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Prerequisites

• Organization Admin access
• For Twilio: a Twilio account with Account ID and Auth Token (you provision and pay for telephony on your Twilio account)
• For SIP Trunking: credentials from your SIP trunk provider and access to configure a callback URL on that provider

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Choose a phone provider

Both paths use the same agent and phone service setup in your apps, including outbound Initiate Call automations. Voice usage also incurs model/LLM cost for the conversation, separate from telephony.

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Add a phone provider

You must configure a phone provider before you can provision numbers or assign a provider to a phone service.

1. Go to Organization Settings → Voice.
2. Open the Phone Providers tab.
3. Click + Add Phone Provider.
4. In the Add Phone Provider dialog, select a Type and complete the fields for that provider:

5. Click Save.

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Multi-Region SIP Domains

For SIP Trunking, Organization Admins can provision multiple SIP domains and select the ingress region closest to their SIP infrastructure. A nearer region lowers latency for voice calls and helps with global telephony deployments.

1. On the Phone Providers tab, open or add a SIP domain configuration.
2. Select the ingress region closest to your SIP infrastructure. Region options and setup instructions appear in the UI alongside the SIP domain fields.
3. Save your changes.

Use a separate SIP domain when you need distinct routing or regional ingress for different parts of your telephony footprint.

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Configure an Auth Agent

An Auth Agent is a reusable agent that authenticates callers before they reach a Voice Agent. You configure it once and attach it to any number of phone services. Auth Agents are organization-wide and callers authenticate before the primary Voice Agent begins. Organization Administrators configure Auth Agents in Organization Settings → Voice → Auth Agents. With an Auth Agent you can:

• Authenticate callers with flows such as a PIN or an employee ID plus a one-time password (OTP).
• Tailor the greeting, terminology, and guidance the agent gives callers, such as how to reset a password or reach the service desk.
• Control OTP resend behavior.
• Decide whether failed authentication ends the call or transfers it to an approved destination with a custom message.

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Create an Auth Agent

1. Open Organization Settings → Voice.
2. Select the Auth Agents tab.
3. Click + New Auth Agent and name the agent.
4. Configure the tabs below, then click Save changes.

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Set authentication options

1. Open Authentication options.
2. Under Known caller, choose what a matched phone number must do: Verify with PIN, Employee ID + OTP, or Continue without authentication.
3. Under Caller not recognized, choose Employee ID + OTP, Continue, or Do not continue (uses the failure action).
4. If you use Employee ID + OTP, optionally enable Allow OTP resend, Allow Employee ID correction, or Repeat the provided Employee ID.
5. Under If authentication cannot be completed, choose End the call or Handoff the call. For handoff, enter the destination phone number and an optional Message before handoff.

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Customize the caller experience

1. Open Caller experience.
2. Optionally set a First message the agent speaks at the start of authentication.
3. Edit Instructions for tone, terminology (for example, how to refer to an employee ID or PIN), and caller-safe guidance.

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Attach an Auth Agent to a phone service

1. When you set up or edit a phone service, select the Auth Agent you configured.
2. Confirm the assignment on the Auth Agent’s Phone services tab. Assignments are managed from each phone service.

For where to set up a phone service, see Configure a phone number in your app.

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Behavior notes

• PIN validation, retry limits, lockout, OTP delivery, and expiry remain platform-managed. The Auth Agent prompt cannot override those rules or speak secret values.
• On handoff, the caller remains unauthenticated. The destination receives call context but not authenticated user state or challenge secrets.

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Organization voice management

The Voice page has four tabs for org-wide management:

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Next steps