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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 given a dedicated phone number within VIVI with a country code of your choice. 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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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 options. 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

  • Ensure transfer rules in your prompt align with the Call Transfer configuration. Conflicts may lead to incorrect routing or stalled behavior.
  • Provide callers with explicit instructions when offering menu options (e.g., “Press 1 for billing, Press 2 for technical support”).