Skip to main content

​
Goal

Set up a basic voice workflow where:
  • a phone number is connected to Sippet
  • an AI agent can answer or assist calls
  • operators can monitor queue activity and step in when needed

​
Before you start

  • At least one AI agent should exist and be ready for voice use.
  • Your team should have at least one operator-level member.
  • You should have access to Settings > Telephony & SMS.

​
Step 1: prepare the agent

In AI agents:
  • choose the voice provider and model
  • set the system prompt and tone
  • review tool access and escalation behavior
  • publish the agent only after the call flow is ready

​
Step 2: connect telephony

In Settings > Telephony & SMS:
  • add or import a phone number
  • assign the inbound SIP username or routing value
  • attach the AI agent that should answer or assist that number
  • add a custom gateway if you are bringing your own SIP trunk

​
Step 3: prepare operators

In the call center workflow:
  • confirm operators can sign in and set availability
  • confirm the queue and live-call view match your team process
  • decide how operators should handle escalations and handoffs

​
Step 4: test the flow

Run a basic test:
  1. place an inbound or outbound call
  2. confirm the correct AI agent picks up the session
  3. confirm transcripts appear during or after the call
  4. verify an operator can join or take over when needed

​
Example workflow

Use this pattern for product support:
  • an inbound support call reaches a number tied to a published AI agent
  • the agent answers common product questions
  • if the caller needs a person, the conversation moves into operator attention
  • a human operator joins, finishes the call, and leaves the transcript for follow-up

​
What good looks like

  • the number routes consistently
  • the correct agent answers the call
  • transcripts and participant history are visible
  • operators can take over without rebuilding context

​
Troubleshooting

  • If calls do not route correctly, review number and gateway settings.
  • If an agent does not answer, confirm the assigned agent is published and voice-ready.
  • If operators cannot help live, review queue setup and operator status handling.