> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vivi.bot/llms.txt
> Use this file to discover all available pages before exploring further.

# Phone

<video autoPlay muted loop playsInline className="w-full aspect-video rounded-xl" src="https://mintcdn.com/ksg-ea85c748/Fua1iv3V9us-VExp/videos/vivi-phone.mp4?fit=max&auto=format&n=Fua1iv3V9us-VExp&q=85&s=001fc1ae8e2d41805159029e3b69ccb5" data-path="videos/vivi-phone.mp4" />

**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.

***

## 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

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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

<CardGroup cols={2}>
  <Card title="Align transfer rules with your prompt" icon="arrows-turn-to-dots" iconType="regular" color="#0066ff">
    Ensure transfer rules in your prompt match your Call Transfer configuration. Conflicts can lead to incorrect routing or stalled behavior.
  </Card>

  <Card title="Give callers clear menu instructions" icon="list-ol" iconType="regular" color="#0066ff">
    Be explicit when offering keypad options (e.g., "Press 1 for billing, Press 2 for technical support") so callers know what to expect.
  </Card>

  <Card title="Set the correct timezone" icon="clock" iconType="regular" color="#0066ff">
    Configure your channel's timezone to ensure time-aware greetings like "Good morning" or "Good evening" are accurate for your callers.
  </Card>

  <Card title="Choose the right number type" icon="phone" iconType="regular" color="#0066ff">
    Use a **Toll Free** number for national or brand-focused campaigns. Use a **Local** number with a specific area code to build regional trust.
  </Card>
</CardGroup>