How do I assign an AI agent to a phone channel?

Last updated: November 5, 2026

Assign an active AI agent to a phone channel so it can answer inbound calls for that phone number. A draft agent cannot receive inbound calls until it is activated and assigned to a channel.

Before you start

  • Create and test the AI agent.

  • Set the agent status to Active.

  • Make sure the phone channel is not already assigned to another agent.

Steps

  1. Open the AI agent you want to assign.

  2. Confirm the agent status is Active.

  3. Open Inbound call control from the agent editor.

  4. Click the channel dropdown.

  5. Select the phone channel the agent should handle.

  6. Click Save.

  7. Confirm the selected channel shows the assigned agent.

  8. Place a test call to the phone number to confirm the agent answers correctly.

Tips

  • Use preview before assigning an agent to a live phone number.

  • Change channel assignments during lower-volume periods when possible.

  • Use clear agent names so you can tell which agent handles each phone number.

  • Reassign the channel if you deactivate the current agent.

Troubleshooting

  • You cannot select a channel: Set the agent to Active first.

  • The channel is missing: Remove it from another assigned agent before selecting it.

  • Calls are not answered: Reopen Inbound call control, confirm the channel assignment, and save again.

  • The wrong agent answers: Confirm the phone channel is assigned to the intended agent.