5.1 Overview

The Phone Numbers section connects telephone numbers to AIUNIFY Assistant for inbound and outbound calling.

A connected number can be used to:

AIUNIFY Assistant supports two telephone providers:

This chapter focuses primarily on Twilio numbers, caller ID, and Twilio inbound routing. SIP Trunks and their advanced routing requirements are covered fully in Chapter 6.

The Phone Number record stores the number, a friendly name, provider type, assigned inbound Agent, optional SIP Trunk, optional SIP fallback number, owner, and internal status. Each user can add a particular telephone number only once.

Understanding the Phone Number System

5.2 Phone Number Versus Telephone Provider

A Phone Number is the actual callable number, such as:

A telephone provider supplies the network connection that allows the number to place or receive calls.

In AIUNIFY Assistant, the supported provider choices are:

Adding a number to AIUNIFY Assistant does not itself purchase the number from Twilio, activate it with a telephone carrier, or prove that it supports voice calling.

The number should already exist and be operational with the selected provider before being added.

5.3 Twilio Number

A Twilio number uses credentials stored in the user’s AIUNIFY Assistant Settings.

Twilio calling generally requires:

The Assistant customer interface does not contain a Twilio-number purchasing or provisioning workflow. It records a number that the user already controls.

5.4 SIP Number

A SIP number connects through a separately configured SIP Trunk and the system’s Asterisk voice engine.

A SIP number requires:

Selecting SIP without choosing a SIP Trunk is rejected by the backend.

5.5 Inbound Number Versus Outbound Number

The same connected number can potentially perform two different roles.

Inbound role

A customer calls the number, and AIUNIFY Assistant routes the incoming call to its assigned inbound Agent.

Outbound role

An AI Agent uses the number as the originating caller ID when placing a Campaign or test call.

These assignments are related but separate:

Adding an inbound Agent to a number does not automatically make that number the Agent’s outbound caller ID.

5.6 Caller ID

Caller ID is the telephone number presented to the recipient during an outbound call.

For AIUNIFY Assistant Campaigns, the outbound number is normally assigned through the selected AI Agent.

The relationship is:

The Campaign does not independently choose a number in the reviewed implementation. It uses the number assigned to its Agent.

Opening the Phone Numbers Page

5.7 Accessing Phone Numbers

After signing in:

1. Locate Phone Numbers in the Sidebar.
2. Select it once.
3. Wait for the loading indicator to disappear.
4. Review any configuration warnings.
5. Confirm that Connected Numbers appears.

The page describes its purpose as managing Twilio and SIP numbers for outbound Campaigns and inbound calls.

5.8 Phone Numbers Page Areas

The page contains:

The exact information displayed depends on the account’s saved numbers and configuration.

5.9 Empty Phone Number Account

When no numbers have been added, the page displays:

and explains that a Twilio or SIP number must be added to begin making AI voice calls.

The empty state contains an Add Number button.

Configuration Warnings

5.10 AI Infrastructure Not Configured

The page checks whether these AI services have been configured:

When one or more are missing, the page displays:

and explains that those services are required for AI calling.

Select Configure AI Keys to open Settings.

5.11 Why AI Services Are Required

The services perform different parts of the conversation:

A telephone number can be saved before these services are configured, but a complete AI conversation may not operate correctly.

5.12 Twilio Not Configured

When a Twilio number exists but the Account SID or Auth Token is missing, the page displays:

The warning explains that the Twilio SID and Token must be configured in Settings before Twilio numbers can be used.

Select Configure Now to open Settings.

The configuration check considers Twilio configured only when both the Account SID and Auth Token are present.

5.13 Configuration Presence Versus Credential Validity

The page checks whether credential values are stored. It does not establish that they are correct, active, or authorized.

For example, the page can stop displaying the warning even when:

A test call is the practical next step after saving the credentials.

Understanding the Connected Numbers Table

5.14 Table Columns

The Connected Numbers table displays:

The newest connected numbers are returned first.

5.15 Friendly Name

The Friendly Name is an internal label that helps users identify the purpose of the number.

Examples:

The Friendly Name is not necessarily displayed to the person receiving the call.

5.16 Phone Number

The Phone Number column displays the provider-connected number.

For Twilio, store it in international E.164 format:

The number shown here should match the number shown in the provider account.

5.17 Provider

The Provider column identifies the connection as:

or:

For a SIP number, the table can also display the associated SIP Trunk name.

5.18 Inbound Agent

The Inbound Agent column displays the Agent that will handle calls received through the number.

When an Agent is assigned, its name appears.

When none is assigned, the table displays:

For SIP numbers, an optional fallback number can also appear in this column.

5.19 Test Call

The Test Call button places a basic verification call from the selected connected number.

This is used to confirm:

It is not a complete test of the assigned AI Agent.

5.20 Actions

The Actions menu contains:

Use Edit to change the number’s name, provider relationship, inbound Agent, and related routing information.

Use Delete only after reviewing Agent and Campaign dependencies.

Adding a Twilio Number

5.21 Before Adding the Number

Confirm that:

1. The number exists in the intended Twilio account.
2. The number supports voice calling.
3. The Twilio Account SID is available.
4. The current Twilio Auth Token is available.
5. The number is written in E.164 format.
6. The user has permission to configure it.
7. The number is not already added to the same AIUNIFY account.
8. An inbound Agent exists when inbound AI handling is required.

5.22 Opening Add Number

To begin:

1. Open Phone Numbers.
2. Select Add Number.
3. Confirm that Add New Phone Number appears.
4. Select Twilio as the Provider.

The dialog explains that it is used to configure a number, choose a provider, and assign an inbound Agent.

5.23 Twilio Form Fields

For a Twilio number, the form displays:

The SIP Trunk and Fallback Number fields are displayed only when SIP is selected.

Phone Number Format

5.24 E.164 Format

The form requires an international-style number commonly called E.164 format.

Recommended:

The accepted value can begin with +, followed by the country code and telephone digits.

The backend permits a maximum of 15 digits after the optional plus sign and requires the first digit to be from 1 through 9.

5.25 Formatting Difference from Leads

Lead telephone numbers are normalized by removing punctuation. Phone Number records are handled more strictly.

The Phone Number route removes spaces before validation but does not show equivalent removal of:

Therefore, enter:

rather than:

or:

5.26 Country Code

Include the correct country code.

United States example:

Saved without spaces:

United Kingdom example:

Saudi Arabia example:

Do not rely on AIUNIFY Assistant to infer a missing country code.

5.27 National Prefixes

Some countries use a domestic leading zero that is not used in international format.

Confirm the provider’s correct international representation before saving the number.

The number in AIUNIFY Assistant should match the form Twilio sends in its inbound To value.

5.28 Extensions

Do not enter an extension in the Phone Number field.

Incorrect:

The field represents a callable provider number, not a contact destination with an extension.

Friendly Name

5.29 Entering a Friendly Name

Friendly Name is required.

Use a name that describes the number’s business purpose.

Recommended:

Avoid:

A clear label becomes more important when the account manages several numbers.

5.30 Friendly Name Is Internal

Changing the Friendly Name does not:

It changes the label inside AIUNIFY Assistant.

Assigning an Inbound Agent

5.31 Inbound Call Handling Agent

The form contains:

Select the AI Agent that should answer calls made to this number.

Only Agents available to the signed-in account appear in the selection.

The backend also confirms that the selected Agent belongs to the same user before saving the number.

5.32 No Agent Option

The selection contains:

For a Twilio number, this means an inbound call will not be handled by an AI Agent.

When the Twilio inbound webhook reaches AIUNIFY Assistant and no Agent is assigned, the caller hears a message indicating that no Agent is available, and the call is ended.

5.33 Twilio Fallback Limitation

The current customer form does not display the Fallback Number field when Twilio is selected.

The fallback field is presented only for SIP numbers.

Therefore, users should not assume that an unassigned Twilio number will automatically forward to another telephone number.

For the reviewed Twilio inbound route:

5.34 Choosing the Correct Agent

Before assigning an Agent, confirm:

An outbound sales Agent may not be appropriate for incoming support calls.

5.35 One Inbound Agent per Number

A Phone Number record stores one inbound Agent assignment.

To use several specialized Agents, the business can:

The Phone Number form does not provide a multi-Agent queue.

Saving the Number

5.36 Add Number

After completing the form:

1. Confirm Twilio is selected.
2. Verify the number character by character.
3. Verify the Friendly Name.
4. Verify the inbound Agent.
5. Select Add Number once.
6. Wait while the button displays Adding...
7. Confirm the success message.

A successful addition displays:

5.37 Duplicate Number

The same user cannot add the same number twice.

The system responds:

The uniqueness rule is based on:

Another AIUNIFY account could technically store the same number, but a user cannot duplicate it within the same account.

5.38 Number Ownership

The number is associated with the user who added it.

The Phone Numbers page retrieves only numbers owned by the signed-in user.

A normal user cannot assign another user’s Agent or SIP Trunk to the number.

5.39 Internal Status

A newly created Phone Number record receives:

The data model supports:

However, the reviewed customer Phone Numbers page does not display a user-facing status switch.

Configuring Twilio Credentials

5.40 Opening Twilio Settings

To enter the credentials:

1. Open Settings.
2. Select API Keys.
3. Locate Twilio & AI Credentials.
4. Enter the Twilio Account SID.
5. Enter the Twilio Auth Token.
6. Save the settings.

The settings page states that these keys are required to initiate calls and power the AI Agent.

5.41 Twilio Account SID

The Twilio Account SID commonly begins with:

The field displays an example similar to:

Copy the complete value from the intended Twilio account.

Do not use:

unless that is specifically the account intended to own the calling operation.

5.42 Twilio Auth Token

The Auth Token is a private credential used with the Account SID.

The field is displayed as a password field to reduce accidental exposure.

Do not send the Auth Token through:

5.43 Correct Credential Pair

The Account SID and Auth Token must come from the same Twilio account or authorized subaccount.

An SID from one account and a Token from another will fail authentication.

5.44 Saving Credentials

After entering the values:

1. Confirm that no spaces were copied before or after them.
2. Save Settings.
3. Return to Phone Numbers.
4. Confirm that the Twilio warning no longer appears.
5. Place a controlled test call.

The absence of the warning confirms only that both values are stored.

5.45 Credential Rotation

When the Auth Token is rotated in Twilio:

1. Obtain the new token securely.
2. Open AIUNIFY Assistant Settings.
3. Replace the old Auth Token.
4. Save.
5. Run a test call.
6. Confirm active Campaigns can call.
7. Confirm inbound routing still works.

An old token can cause both outbound initiation and certain inbound call-control functions to fail.

Configuring Twilio Inbound Calling

5.46 Why a Webhook Is Required

Twilio must know where to send an incoming call for AI processing.

AIUNIFY Assistant displays an inbound voice webhook on the Phone Numbers page.

The page instructs the user to connect Twilio’s incoming-call setting, commonly labeled:

to the displayed AIUNIFY Assistant webhook.

5.47 Use the URL Displayed in the Interface

The Phone Numbers page generates the correct webhook from the application’s configured API address.

Use the exact URL displayed under:

It will end with:

Do not manually replace the host with:

The source confirms that AIUNIFY Assistant accepts its voice webhook at the Twilio voice route and uses it to identify and process inbound calls.

5.48 General Twilio Webhook Procedure

In the Twilio number’s voice configuration:

1. Open the active Twilio telephone number.
2. Locate the incoming voice configuration.
3. Find the setting commonly labeled A Call Comes In.
4. Choose Webhook.
5. Paste the exact webhook shown by AIUNIFY Assistant.
6. Use HTTP POST where the option is available.
7. Save the Twilio number configuration.
8. Call the number from an outside telephone.
9. Confirm that the assigned Agent answers.

The wording and placement inside Twilio may vary, but the required destination is the webhook displayed in AIUNIFY Assistant.

5.49 HTTPS Requirement

Use the secure public HTTPS URL shown in the application.

Twilio must be able to reach the URL from the public internet.

Do not use an address available only inside the server or local network.

5.50 Exact Number Matching

When Twilio sends an incoming call, AIUNIFY Assistant looks for a Phone Number record matching Twilio’s To value.

This makes consistent E.164 formatting important.

Example:

This is a match.

Potential mismatch:

Although both represent the same telephone number, the exact stored strings may not match the inbound lookup.

For Twilio numbers, retain the leading +.

5.51 Do Not Use a Lead Number as the Connected Number

The connected Phone Number should be the Twilio-owned business number.

Correct:

Do not add the customer’s number as the provider-connected number unless the business actually owns and controls it.

Twilio Inbound Call Workflow

5.52 Complete Inbound Sequence

A properly configured inbound call follows this sequence:

5.53 Caller Identification

AIUNIFY Assistant normalizes the caller’s From number into digits and searches for a Lead owned by the same account.

Example:

When that Lead already exists, the inbound call is associated with the existing record.

5.54 New Inbound Lead Creation

When no Lead matches the caller’s normalized telephone number, AIUNIFY Assistant creates one automatically.

The generated Lead name follows a form similar to:

The new Lead receives:

The system can also trigger the account’s leadCreated webhook event.

5.55 Updating the Automatic Lead

After the call:

1. Open Leads.
2. Filter or search for the caller’s number.
3. Find the automatically created inbound Lead.
4. Replace the generated name with the person’s real name where known.
5. Add appropriate Tags.
6. Add relevant company information.
7. Preserve the telephone number used to associate future calls.

5.56 Inbound Call Webhook Event

When an inbound Twilio call is detected, AIUNIFY Assistant can trigger the configured:

webhook event.

The event can contain information such as:

This allows an authorized external system to respond to inbound call activity when Webhooks are enabled in Settings.

5.57 Inbound Call Log

The inbound call is stored with:

The Call Log can later receive its final status, duration, recording, transcript, and analysis.

Agent Behavior During Inbound Calls

5.58 Opening Message

The assigned Agent delivers its configured opening message.

Example:

Before activating inbound calling, verify that the opening message is appropriate for a caller who initiated the contact.

An outbound opening message such as:

would be inappropriate for an inbound caller.

5.59 Personalization

Agent messages can use available Lead information.

The Twilio voice handler supports variables such as:

and other Lead custom-field names.

An automatically created inbound Lead may initially have only the generated name and telephone number, so personalization should be designed to handle incomplete caller information gracefully.

5.60 Standard Voice

When the Agent is not using the custom-voice streaming mode, Twilio’s standard voice process:

1. Delivers the opening message.
2. Listens for speech.
3. Sends the recognized response for AI processing.
4. Speaks the AI reply.
5. Continues the conversation loop.

The Agent’s selected language is mapped to an appropriate Twilio speech language where supported.

5.61 Custom Voice

When Custom Voice is enabled, the call is connected to AIUNIFY Assistant’s secure voice-streaming service.

That process can use:

Custom voice requires all related AI infrastructure to be working.

5.62 Missing Agent or Lead

When the inbound configuration references an Agent or Lead that cannot be found, the call can play an error message and end.

Possible causes include:

Reopen the Phone Number and assign an existing Agent.

Call Recording

5.63 Recording Setting

The Settings page contains:

with the description:

When enabled, AIUNIFY Assistant attempts to start recording an inbound Twilio call.

5.64 Recording Is Account-Level

The reviewed customer interface provides one recording setting for the user’s account.

It does not show a separate recording toggle for each Phone Number.

Changing the setting can therefore affect calls across the account.

5.65 Recording Availability

A recording may be unavailable when:

Review Call Logs after the call has ended.

5.66 Recording Consent

Before recording calls, the business must determine whether notification or consent is required.

The system’s ability to record does not remove the business’s responsibility to comply with applicable privacy and recording laws.

The Agent’s opening message may need to disclose that the call is recorded.

Automatic Call Duration

5.67 Auto Hangup

Settings contains:

This can automatically end calls after a configured duration.

Separate limits exist for:

5.68 Incoming Timeout

The Incoming Timeout controls the maximum duration for inbound sessions when Auto Hangup is enabled.

Example:

An inbound call can be ended after approximately 10 minutes.

5.69 One-Minute Warning

For an inbound Twilio call with a limit greater than one minute, the system attempts to play a warning approximately one minute before the call ends:

The conversation is then redirected back into the voice process.

5.70 Immediate Hangup Warning

When Auto Hangup is enabled and a limit is set to zero, the Settings interface can display:

A zero-minute limit can cause calls to terminate immediately.

Review these values carefully before testing inbound service.

Outbound Caller ID

5.71 Assigning a Number to an Agent

To use the Twilio number for outbound Campaigns:

1. Open AI Agents.
2. Create or edit the intended Agent.
3. Locate the outbound Phone Number selection.
4. Select the connected Twilio number.
5. Save the Agent.
6. Run a controlled test.
7. Use that Agent in the Campaign.

The Agent model stores an outboundPhoneNumber relationship to a Phone Number record.

5.72 One Outbound Number per Agent

Each Agent stores one outbound Phone Number.

Several Agents may potentially use the same connected number, provided the provider account permits the resulting call volume.

To use different caller IDs:

5.73 Campaign Validation

Before a Twilio Campaign starts, AIUNIFY Assistant verifies that:

When no number is assigned, the Campaign can return:

5.74 Caller ID Display Name

AIUNIFY Assistant supplies the connected telephone number as the outbound From value.

The name displayed by the recipient’s carrier or mobile device can depend on:

Changing the AIUNIFY Friendly Name does not control the recipient’s caller-ID name.

5.75 Caller ID Ownership

Do not enter a number that is not owned or authorized by the provider account.

Twilio may reject a call when the From number is not a valid outgoing caller ID for that account.

Placing a Test Call

5.76 Opening Test Call

From Connected Numbers:

1. Locate the intended number.
2. Select Test Call.
3. Enter the destination number with its country code.
4. Confirm the prompt.
5. Wait for the selected number to call the destination.

The button displays:

while the request is being initiated.

5.77 Destination Format

The prompt requests a number such as:

Use the complete destination with country code.

Recommended:

Avoid:

5.78 Twilio Test Call Behavior

For a Twilio number, the test call plays a short message similar to:

The test uses:

5.79 What the Test Confirms

A successful basic test can confirm:

5.80 What the Test Does Not Confirm

The Phone Numbers page test does not fully verify:

Test those functions separately.

5.81 Test Call and Lead Records

The reviewed Twilio basic-test route does not show the same Lead and Call Log creation workflow as a normal AI Campaign call.

Do not expect every basic provider test to appear as a standard AI Call Log.

5.82 Test Call Success Message

After Twilio accepts the call request, the interface displays:

This means Twilio accepted the request. It does not guarantee that the destination answered.

Editing a Phone Number

5.83 Opening Edit

To edit:

1. Locate the number.
2. Open its Actions menu.
3. Select Edit.
4. Review the existing values.
5. Make the approved changes.
6. Select Update.

A successful edit displays:

5.84 Editable Information

The Edit dialog can be used to change:

The backend also supports certain record fields, but the visible customer form determines what normal users can edit directly.

5.85 Phone Number Cannot Be Edited in the Dialog

The actual Phone Number field is disabled when editing an existing record.

Therefore, correcting the number generally requires:

1. Reviewing all Agent assignments.
2. Deleting the incorrect record.
3. Adding the correct number as a new record.
4. Reassigning it to the appropriate Agents.
5. Retesting inbound and outbound calling.

This behavior reduces the risk of silently replacing the identity of a connected number.

5.86 Changing Provider

Changing a number from Twilio to SIP or from SIP to Twilio can alter its routing requirements.

Before changing:

Selecting Twilio clears the SIP Trunk selection in the visible form.

5.87 Removing the Inbound Agent

Selecting:

removes the inbound Agent assignment.

For Twilio, callers will not be forwarded through the SIP fallback function. They will receive the no-Agent response and the call will end.

Deleting a Phone Number

5.88 Opening Delete

To remove a number:

1. Open its Actions menu.
2. Select Delete.
3. Review the confirmation:

1. Confirm only when the number is no longer required.

A successful deletion displays:

5.89 Deletion Does Not Cancel the Provider Number

Deleting the AIUNIFY Assistant record does not necessarily:

Provider management must be completed separately where required.

5.90 Review Agent Assignments First

The number-deletion route removes the Phone Number record. It does not show an automatic process that clears the number from every Agent.

Before deleting:

1. Open AI Agents.
2. Identify Agents using the number.
3. Assign a replacement number or remove the assignment.
4. Review scheduled Campaigns.
5. Stop affected Campaigns where necessary.
6. Delete the Phone Number record.
7. Test the replacement configuration.

Deleting a number still assigned to an Agent can leave that Agent unable to start a Campaign.

5.91 Review Inbound Configuration

Before deletion, also confirm:

Using Multiple Numbers

5.92 Departmental Numbers

Separate numbers can be used for:

Assign each number to an Agent trained for that purpose.

5.93 Regional Numbers

Regional caller IDs can improve familiarity for Leads, but users must follow provider and telecommunications requirements.

Example:

The Agent assigned to each Campaign determines its outbound number.

5.94 Inbound and Outbound Separation

A business can use:

This can simplify reporting and call-flow management.

5.95 Production and Testing Separation

Where possible, maintain:

Do not use an active customer service line for repeated development tests when those tests could interfere with real callers.

Troubleshooting Twilio Numbers

5.96 Phone Number Will Not Save

Check:

5.97 Validation Error

The number must follow a pattern similar to:

Remove:

5.98 “You Have Already Added This Phone Number”

Search the Connected Numbers table for the same value.

Do not create duplicate labels for the same number. Edit the existing record instead.

5.99 “You Do Not Own This Agent”

The inbound Agent selected in the request does not belong to the signed-in account.

Possible causes include:

Refresh the page and select an Agent shown in the current dialog.

5.100 Twilio Warning Remains

Confirm that:

1. Both Account SID and Auth Token were entered.
2. Settings were saved.
3. The page was refreshed.
4. The correct AIUNIFY account is open.
5. Values were not entered only in another user’s account.

5.101 “Twilio Credentials Not Configured”

The Test Call route could not find both saved Twilio credentials.

Open Settings and save the Account SID and Auth Token again.

5.102 Authentication Failure from Twilio

Possible causes include:

Replace the credentials with a confirmed matching pair and test again.

5.103 Invalid From Number

A provider error involving the From number can mean:

Compare the AIUNIFY Phone Number with the exact active number in Twilio.

5.104 Destination Does Not Ring

Check:

A successful request does not guarantee delivery through every carrier.

5.105 Test Call Works but Campaign Does Not

A basic Test Call verifies Twilio connectivity but not the full AI stack.

Check:

5.106 Outbound Campaign Says No Number Is Configured

The number exists in Phone Numbers, but it may not be assigned to the Campaign’s Agent.

Open the Agent and select the correct outbound number.

5.107 Wrong Caller ID Appears

Check:

1. Which Agent the Campaign uses.
2. Which outbound number is assigned to that Agent.
3. Whether the Campaign was duplicated from another Agent.
4. Whether a provider-level caller ID override exists.
5. Whether the recipient saved a different contact name.

Troubleshooting Inbound Calling

5.108 Inbound Call Does Not Reach AIUNIFY Assistant

Check:

5.109 Caller Hears “No Agent Is Available”

This normally means:

Confirm:

1. The connected number includes the leading plus sign.
2. It matches Twilio’s number exactly.
3. An active Agent is selected.
4. The Agent still exists.
5. The correct AIUNIFY account owns both records.

5.110 Caller Hears an Application Error

Possible causes include:

Review server logs and Call Logs, then contact Support with the call time and number.

5.111 Wrong Agent Answers

Open the number’s Edit dialog and review:

Also confirm that the caller reached the expected telephone number rather than another number owned by the business.

5.112 Inbound Lead Is Not Created

Check:

Search Leads by the caller’s digits and filter for the inbound Tag.

5.113 Duplicate Inbound Leads

The inbound process matches callers using normalized telephone digits.

Duplicates can occur when:

Standardize Lead telephone data.

5.114 Inbound Call Has No Recording

Confirm:

1. Call Recording is enabled.
2. Twilio credentials are valid.
3. The call connected.
4. The call lasted long enough.
5. Recording processing completed.
6. The Call Log has refreshed.
7. Recording was legally permitted and not disabled by policy.

5.115 Inbound Call Ends Too Soon

Review:

A zero or very low Incoming Timeout can end the call unexpectedly.

5.116 Inbound Call Never Ends

Check:

End the call from the provider console when necessary and correct the configuration before further testing.

Security and Compliance

5.117 Protect Twilio Credentials

Treat the Account SID and especially the Auth Token as confidential.

Anyone with valid credentials may be able to use or modify telephone resources within the permissions of that account.

5.118 Limit Credential Access

Only authorized administrators should:

5.119 Do Not Store Credentials in Agents

Never place a Twilio SID or Auth Token in:

5.120 Calling Permission

Before using a number for outbound AI calls, confirm:

5.121 Caller-ID Integrity

Do not misrepresent the identity of the caller or use an unauthorized number.

Caller ID should correspond to a number the business owns or is legally authorized to use.

5.122 Inbound Privacy

Inbound callers may provide personal or confidential information.

Review:

Recommended Setup Workflow

5.123 Twilio Setup Sequence

Use this order:

5.124 Controlled Inbound Test

For the first test:

1. Use a telephone not signed into the provider account.
2. Call the Twilio number.
3. Confirm the correct Agent answers.
4. Confirm the opening message.
5. Ask a simple Knowledge Base question.
6. Test an Appointment action where enabled.
7. End the call normally.
8. Open Leads.
9. Open Call Logs.
10. Review recording and transcript.
11. Correct the Agent before public use.

5.125 Controlled Outbound Test

1. Use an approved internal destination.
2. Select Test Call from the connected number.
3. Confirm the correct caller ID appears.
4. Confirm the verification message plays.
5. Assign the number to a test Agent.
6. Add an internal test Lead.
7. Create a one-Lead test Campaign.
8. Review the complete AI conversation.
9. Confirm Call Log status and duration.
10. Confirm recording and analysis.

Phone Number Checklists

5.126 Twilio Credential Checklist

Confirm:

5.127 Number Entry Checklist

Confirm:

5.128 Inbound Routing Checklist

Confirm:

5.129 Recording Checklist

Confirm:

5.130 Outbound Caller-ID Checklist

Confirm:

5.131 Pre-Deletion Checklist

Confirm:

Chapter Completion

At the end of this chapter, the user should understand how AIUNIFY Assistant stores and displays Phone Numbers, how Twilio differs from SIP, how to enter a Twilio number in E.164 format, how to configure the Account SID and Auth Token, why adding a number does not purchase or provision it, how to assign an inbound Agent, why Twilio does not use the visible SIP fallback option, how to configure the incoming voice webhook, how inbound callers are matched to or created as Leads, how recordings and Auto Hangup affect inbound calls, how an Agent determines outbound caller ID, how to place a basic test call, how to edit or delete a number safely, and how to troubleshoot common Twilio and inbound-routing problems.