🛠ī¸ How-to guide ¡ Last updated: September 17, 2026

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VOICE & IVR

Let callers talk to your agent over the phone. It answers questions naturally and can route or end calls based on the conversation — reducing wait times and call-center load.

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How to activate

  1. Open your agent and go to the Channels tab.
  2. Under Voice / IVR, choose your provider: a Zammo-managed number (via Azure Communication Services) or bring your own Twilio account.
  3. Provision a new phone number, or connect an existing one by entering your provider details.

The Voice channel once a number is provisioned: the phone number callers dial, whether voice is enabled, and the option to release the number.

The Voice channel once a number is provisioned: the phone number callers dial, whether voice is enabled, and the option to release the number.

  1. Set your routing rules in plain language — when to answer, transfer, or end a call. If a call can transfer to a live person, you can limit that transfer to your team's Office hours, so callers are only put through when someone is there to answer.

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Phone numbers are activated for published agents — they aren't available while an agent is in test mode.

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Go deeper

Customizing Your Phone Voice

See also

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Need help? Contact your Customer Success representative or reach out through zammo.ai/support.

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