Set up voice calls

Connect a Nexor phone number to let an Agent make and receive voice calls. The number is your account’s. When you assign it to an Agent, it belongs to that Agent: every task of the Agent calls from it, and its incoming-call mode determines who answers. The number stays assigned to the Agent even when incoming calls are off or forwarded.

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Before you start

Have the following ready:

• The Agent that should use the number.
• A test phone number that you control.
• The consent and opening disclosure required for the destinations you plan to call.

Phone number inventory, supported destinations, regulatory requirements, and pricing can change. Nexor checks availability during the request. If you need a number from another country, choose Other country in the Add number flow. If Integrations or the option to add a number is not available to you, ask an account administrator to complete the provisioning step.

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Number availability by country

• United States and Chile: you can select a number from current inventory and provision it directly under Integrations → Phone number → Add number, subject to availability and your plan’s number allowance.
• Other country: choose Other country, then select the country in the form. If Twilio offers voice-capable numbers there, Nexor shows whether it can add one directly or first needs company details and documents for a regulatory request. In the latter case, complete the form and wait for review. Submitting a request does not guarantee approval or final number availability.
• Unavailable country: if it is disabled in the country selector, you cannot request a number there through the form at that time. Compatible inventory or a provisionable option from Twilio may be missing. Contact Nexor Support to ask about alternatives, without assuming the number can be obtained.

This flow obtains a Nexor number. It does not currently connect a voice number you already own.

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Provision and assign a number

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Change or remove the Agent’s number

The Agent’s number is managed from the Agent, not from each task. Select the agent, open Channels in the right pane, and use Change on the Calls row. The menu shows:

• The account’s numbers. Pick one to make it the Agent’s number. When a number is already used by another Agent, it shows Used by and that Agent’s name.
• Connect new, to add a number.
• Use in every task, when some tasks of the Agent don’t use calls.
• Remove from agent, to release the Agent’s number.

A released number is still yours. No Agent calls from it or answers on it until you assign it again, and Integrations → Phone number shows it as Not in use: not assigned to any agent. Releasing a number never turns it into the account’s shared number. When you assign a number from the Agent’s Channels, Nexor also releases numbers that were assigned to a single task of that Agent, so every task calls from the Agent’s number. Numbers that answer incoming calls and numbers managed by the Nexor team are not changed.

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Numbers managed by the Nexor team

Some numbers are managed by the Nexor team. You can’t remove them from an Agent, or move them from another Agent, in the panel. When you try, a tooltip on the button says Nexor manages this number. Ask your KAM if you need to change it. Contact your account manager or Nexor Support to change it.

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Turn calls off for one task

Every task of the Agent can use the Agent’s number. To keep one task from calling, open the task, go to Channels, select Calls, and choose Stop using in this task. The row shows Not used here, and that task makes no calls. To turn calls back on, choose Use in this task. The number stays with the Agent either way.

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Answer incoming calls

Incoming calls have their own setting. Open a task’s Channels → Calls → Advanced → Who answers? to choose how the Agent receives calls. This setting applies to every task of the Agent, even though you open it from a task. Changing modes never requires removing the number from the Agent. In the API and MCP, master_workflow_id identifies the Agent that groups its tasks; a number assigned to that Agent does not by itself mean AI reception is active. Turning the inbound router on does not turn incoming calls on. Turning incoming calls off does not turn the router off or change routing for other channels. Turning the router off still stops AI reception, but preserves direct forwarding. Enabling an AI call mode prepares the router if it is missing or inactive, with AI task selection disabled. For AI reception, calls follow the Agent’s routing settings. Automatic selection can use what the caller says to choose a task. With a fixed task, the default task answers unless a routing rule selects another task. The default task must have calls turned on. Otherwise, Nexor uses another eligible task with calls turned on. If no task has calls turned on, Nexor shows No task of this agent has calls turned on. See Turn calls off for one task.

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When the number is still connecting

Connecting a number can take a moment, for example when the Agent’s incoming calls were off and Nexor first prepares the Agent for calls. Nexor finishes the connection on its own, usually within a minute: A connection stops when the Agent’s call setup fails and cannot recover, when the same error happens twice in a row, or when the number is still not answering calls 10 minutes after you connected it. Retry starts a new attempt.

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Which number an Agent calls from

Each task that makes calls uses one number, chosen in this order:

1. A number assigned to that task.
2. A number assigned to another task of the same Agent.
3. The Agent’s number.
4. The account’s shared number.

Numbers assigned to a single task come from older setups or the API. Assigning a number from the Agent’s Channels releases them, as described above. The shared number lets several Agents call from one number: every Agent and task without a number of its own calls from it. It is a fallback so a new Agent can call while you assign it its own; don’t use it as a permanent setup for several Agents. Every task without a number of its own calls from the first shared number added to the account. A shared number added later waits behind it: adding a number does not change which number existing Agents call from. A number removed from an Agent never becomes the shared number. If your account has a single Agent, a number that was never assigned (for example the one Nexor provisions when you sign up) is assigned to that Agent automatically within a few minutes, and the Agent starts answering calls on it. A number you removed from the Agent stays unassigned. Integrations → Phone number shows how each number is used: The integration summary, for example 1 of 1 number in use, counts the numbers at least one task calls from or that answer incoming calls. Incoming calls are separate from the number a task calls from: when a number answers incoming calls, the list also shows Incoming calls with the Agent that answers them.

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Choose the language, voice, and gender

The agent’s language is set in Edit identity, the pencil next to the agent’s name, and applies to every task. Choose the language before choosing a voice. When you change the language in Edit identity, each task stops using the voice it had and uses the new language’s default voice until you choose another. To choose how the agent sounds on calls, select the task and, in the right pane, go to Channels and click the Calls row, the one that shows your phone number. This opens that task’s call settings. Each task keeps its own, so repeat the change in every task that calls. Under Voice, use the play button to preview the selected voice or a voice in the list when a sample is available. Then choose Female, Male, or Neutral under Gender. Female or Male filters the list when matching voices exist; Neutral keeps the language-compatible pool. If Clone a voice is available for your workspace, select it and upload voice recordings. Cloning is optional; the standard voice list remains available.

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Configure call behavior

The same task window (Channels → Calls row) holds these controls. Voice speed, Interruption sensitivity, Background ambience, and When a machine answers are inside Advanced, which starts collapsed:

• Agent speaks first?: When enabled, the opening message is used as soon as the call can begin. When disabled, the lead opens the call and the opening message is not used as the first utterance.
• If the lead says nothing, speak after (ms): Set how long the Agent waits before speaking when the lead is expected to open.
• Opening message: Write the first spoken message and insert Agent or lead variables with @.
• Voice speed: Adjust the pace. The dashboard marks the recommended range.
• Interruption sensitivity: Control how easily the Agent yields when it hears the other person. Test this with realistic background noise.
• Background ambience: Choose an available ambience or none.
• When a machine answers: Choose whether the Agent checks before hanging up, hangs up on the first sign of a machine, or does nothing special.
• Style: Add channel-specific speaking instructions.

The recommended machine-answer option is Check before hanging up (recommended). It lets the Agent pause and verify a machine cue and handle a call-screening prompt before ending the call. Hang up on the first sign is faster but can end a call on a person who answers slowly or uses call screening.

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Booking and human assistance during a call

When a task can book meetings, the Agent can give a short spoken notice as it checks the calendar or confirms a selected time. That notice does not mean the meeting is booked. The lead must accept a time, and the Agent confirms the reservation only after the booking succeeds. If it cannot confirm the time, it explains the result instead. When human escalation is enabled, the Agent confirms that the team has the request only after registration succeeds, or when the request is already pending. This does not promise a callback, a message, a response time, or a live transfer. Once the lead clearly finishes the conversation and nothing else needs to be addressed in the call, the Agent says goodbye and ends the call. Ending the call does not close the team’s request. See Handle escalations in Inbox to review and resolve it.

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When the call reaches voicemail

When a machine answers decides what the Agent does when it hears a machine, a call-screening service, or a voicemail greeting: With Leave a message, write the text in Message left in the voicemail (up to 500 characters). It accepts the same call variables as the opening message, such as the lead’s first name, the agent’s name, or the company name; a variable with no value is dropped, not read aloud. If the message is empty, the Agent uses a default message in its language. Through the API, use voicemailPolicy and voicemailMessage in Configure an Agent Voice.

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Place a real test call

See Test in the Playground for the full testing workflow.

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Troubleshoot setup and tests

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Check compliance before launch

Voice setup does not replace consent, calling-hour, AI disclosure, or recording requirements. Review these pages before using a US campaign: