Phone is a voice-based communication channel that enables your agent to speak directly with users over a regular phone call. It supports natural voice interactions, allowing your agent to handle inquiries, provide support, route calls, or deliver interactive voice experiences in real time. To use a Phone channel, you’ll be provisioned a dedicated phone number within VIVI. After setup, assign the channel to an agent so it can begin receiving inbound calls. Once connected, users can dial the number and your agent will manage the conversation, responding naturally to speech and menu options.Documentation Index
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Setup
When creating a Phone channel, configure the following:| Field | Description |
|---|---|
| Country | Select from over 50 supported countries, including the US, Puerto Rico, and the US Virgin Islands for broad geographic coverage. |
| Number Type | Choose Local for a number with a regional area code, or Toll Free for an 800-style number. |
| Area Code | Optionally specify a preferred area code when provisioning a local number. |
| Timezone | Set the channel’s timezone so your agent can greet callers contextually (e.g., “Good morning” vs. “Good evening”) based on the time of day. |
Call Transfers
Phone agents can optionally transfer callers to human agents or external destinations. To enable this feature, toggle Call Transfers to Enabled and configure up to 10 phone numbers as transfer destinations. Transfers can be triggered through natural language (e.g., “I want to talk to a person”), keypad input (“Press 1 for support”), or rules defined in your agent prompt.Best Practices
Align transfer rules with your prompt
Ensure transfer rules in your prompt match your Call Transfer configuration. Conflicts can lead to incorrect routing or stalled behavior.
Give callers clear menu instructions
Be explicit when offering keypad options (e.g., “Press 1 for billing, Press 2 for technical support”) so callers know what to expect.
Set the correct timezone
Configure your channel’s timezone to ensure time-aware greetings like “Good morning” or “Good evening” are accurate for your callers.
Choose the right number type
Use a Toll Free number for national or brand-focused campaigns. Use a Local number with a specific area code to build regional trust.