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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.

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Setup

When creating a Phone channel, configure the following:
FieldDescription
CountrySelect from over 50 supported countries, including the US, Puerto Rico, and the US Virgin Islands for broad geographic coverage.
Number TypeChoose Local for a number with a regional area code, or Toll Free for an 800-style number.
Area CodeOptionally specify a preferred area code when provisioning a local number.
TimezoneSet the channel’s timezone so your agent can greet callers contextually (e.g., “Good morning” vs. “Good evening”) based on the time of day.

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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.

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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.