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Phone Calls with Twilio

Your phone numbers, answered by your Asyntai AI agent

Create Account

Overview

Connect your own Twilio account, pick the phone numbers you want answered, and your Asyntai agent picks up. It talks with the caller in English, answers from your knowledge base and your AI Instructions, uses your Custom Tools, records the caller's contact details as leads, and passes the caller to your team when they ask for a person.

You keep your Twilio account and your numbers. Twilio bills you for the calls directly. Asyntai never sees your Twilio invoice.

Phone calls are one part of the Voice Agent, which also adds a voice button to your chat widget.

How It Works

When you import a number, Asyntai sets its voice webhook on Twilio to point at us. A call to that number reaches Asyntai, and we open an audio stream between Twilio and your agent. The caller hears the agent within a second or two of speaking, and can interrupt it at any time, the way they would interrupt a person.

Every call is stored as a conversation in your dashboard, with the transcript. If the caller asks to speak with a person, the agent transfers the call to your team when you have set a transfer number (see below). Otherwise it takes their name, confirms the number to call back on, and sends the request to the escalation email you set under Escalation, the same way the chat does.

Requirements

  • An Asyntai account on the Standard plan or higher
  • A Twilio account with at least one voice-capable phone number
  • Your Twilio Account SID and Auth Token, from the Twilio Console home page

Setup

1

Open the Phone Calls page

Sign in to Asyntai and open Phone Calls. Make sure the right website is selected at the top of the page.

2

Connect your Twilio account

Paste your Account SID and Auth Token and press Connect. Asyntai checks them against Twilio, stores the token encrypted, and never shows it again. To rotate the token later, connect again with the new one.

3

Import your numbers

The page lists the voice-capable numbers on your Twilio account. Press Import next to a number. Asyntai sets the number's voice webhook on Twilio for you.

4

Call it

Dial the number. The agent tells the caller it is an AI assistant, says your greeting, and answers. You set the greeting on the Voice Agent page.

Languages

Calls are answered in English. Your knowledge base can be in any language: the agent answers from it in English.

Other languages are available on request. Write to [email protected] if you want your numbers answered in another language.

What the Agent Can Do on a Call

  • Answer from your knowledge base and follow your AI Instructions
  • Look up live data with your Custom Tools, for example an order status
  • Record a phone number or email address the caller gives as a lead
  • Transfer the caller to a person when they ask for one, or take a callback request, using your Escalation settings
Tip: the agent reads a phone number back digit by digit and asks the caller to confirm it before it goes to your team.

Transferring Calls to a Person

Enter a phone number under Transfer to a person next to an imported number, for example your office line or a mobile, and save it. When a caller asks for a person, the agent says it is putting them through and transfers the call to that number. Your phone shows the caller's own number.

  • Transfers need Escalate to Human to be on, and happen during its business hours. Outside them, the agent takes a callback request instead.
  • If nobody answers within 20 seconds, or the line is busy, the caller is taken back to the agent. It apologizes, takes their name and number, and sends the callback request to your escalation email.
  • Leave the field empty to always take a callback request.
  • Enter the number in international format, starting with + and the country code, for example +14155550100.

Twilio bills the transferred part of the call to your Twilio account, as a normal outgoing call.

Turning a Number Off

Switch a number off on the Phone Calls page and calls to it are declined with a short message. Remove a number and Asyntai clears its voice webhook on Twilio. Disconnect the account and every imported number is released and the stored token is deleted.

Privacy

Your Twilio Auth Token is stored encrypted and used only to list your numbers, set or clear their webhooks, and verify that incoming calls really come from Twilio. Call audio is processed to answer the caller and is not kept; the transcript is stored as a conversation, under your retention settings.

Plans & Pricing

Phone calls are available on the Standard plan and higher. They use the voice minutes and the calls at the same time that your plan includes, the same as calls in the chat widget. See Voice Agent.

  • When all your calls at the same time are in use, a new caller hears that the lines are busy and is asked to call again in a few minutes.
  • When the voice minutes for the month are used up, calls are declined with a short message until your minutes reset.

Twilio charges for the numbers and the call minutes on your Twilio account.

Need Help?

Write to [email protected].