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Configuring a telephone (voice call) channel
The telephone channel lets your customers call a real phone number and speak directly with your agent, the same way they would speak to any of your support or sales staff. This is ideal for use cases like customer support lines, 24/7 booking services, or inbound lead qualification over the phone.
The telephone channel supports but inbound and outbound use cases.
Getting a phone number
Before you can enable the telephone channel, you need to purchase a phone number for your agent from inside the Compose AI portal.
- Open your agent’s channel configuration page and select the Telephone channel.
- Choose the country you’d like the number to be based in.
- Optionally narrow down the search by area code.
- Browse the list of available numbers and buy the one you want.
Once purchased, the number is displayed in E.164 format (e.g. +1 555-123-4567) and is immediately attached to your agent. Numbers can be released and re-purchased if you change your mind later.
Some countries (e.g. US, GB) require regulatory verification before a number can be activated. If prompted, you’ll need to submit some identity/business information and proof of address. This is a one-time process per country, and the number stays in “pending” or “under review” status until it’s approved by the carrier.
Who can call your agent
The Authorisation setting controls who is allowed to get through to your agent:
- Tenant users (default): Only phone numbers already registered to users in your Compose AI organization can reach the agent. Anonymous or unknown callers are rejected.
- Anyone: Any phone number can call in and reach the agent. This is a good fit for a public support or booking line.
Note
Callers with no caller ID (private/blocked numbers) will be declined automatically if your agent is set to “Tenant users” only.
How a call flows
- A customer dials your Compose AI phone number.
- Twilio forwards the call to Compose AI, which checks the caller’s authorisation.
- If authorised, the call is bridged to your agent in real time, so the customer can have a natural voice conversation.
- If unauthorised, the caller hears a message declining the call.
Once your telephone channel is set up, it also shows up as a section of the agent’s YAML configuration, similar to other channels:
channels:
- name: telephoning
credentials:
authorisation: tenant_users
phone_number: "+1-555-123-4567"See use cases for more examples on how channels can be combined to build unique agent experiences.