Channels

AI phone assistants and voice agents

Give a voice agent a supported phone connection and the character's configured voice, knowledge and rules. Test the number and call workflow before receiving customer calls.

Telephony puts your character on the end of a phone line. Someone dials the number, the character picks up and greets them, and the conversation runs through exactly the same pipeline as a kiosk or a website chat: its own voice, its own model, its documents, its memory, its tools. Nothing about the character is special-cased for the phone.

There are two places in IAMX Studio:

Channels › Phone in the top bar opens the call centre, titled Phone · Call Centre: statistics, dialling, bulk campaigns, your numbers and the call history.
Channels › Phone in the character editor's right dock is where each character's own number and greeting live.

Telephony is an Enterprise feature. On other plans the call centre shows An Enterprise feature with an Upgrade plan button, the character's Phone tab shows a padlock, and inbound calls are declined rather than answered.

What you need first

Calls run through the Telnyx carrier. Contact support before your first call: the number must be on the Telnyx connection IAMX uses, and its Voice API application must point at IAMX. The carrier side looks like this:

Have a number on the carrier account.
Create a Voice API application there and set its webhook to the Webhook URL shown on the character's Phone tab.
Attach the number to that application.

Setting up a character to answer

Open the character, choose Channels › Phone, and fill in the Inbound calls card:

Field	Notes
Enabled	While this is off, calls to the number are declined. Use it to take a line out of service without releasing the number.
Phone number (E.164)	Full international format, starting with `+` — for example `+902125550100`. It routes incoming calls to this character and is your caller ID when dialling out.
Greeting	The first sentence the character says when it picks up, in its own voice. Leave it blank for a default.

The character editor's Channels › Phone tab with the Inbound calls card: the Enabled switch, the Phone number (E.164) field and the Greeting field. — The **Inbound calls** card on the sample character's **Channels › Phone** tab. The grey **Phone number (E.164)** and **Greeting** texts are only placeholders; **Enabled** is still off, so calls would be declined.

Write the number in proper international format. Two characters must never share a number, and a number written a different way from the one the carrier reports will simply not match — the call is declined and you are left wondering why.

Press Save in the editor toolbar (or Ctrl/Cmd+S), then call the number from your own phone. You should hear the greeting within a couple of rings. The Outbound call card on the same tab has the character dial a number of your choice; it starts talking as soon as the other side picks up.

Cloning a character does not copy its phone number. Give the copy its own number if it should take calls.

The call centre page

The Phone · Call Centre page with call totals, the Make a call and Bulk campaign cards, and an empty Call history. — **Phone · Call Centre** before the first call: **Total calls**, **Inbound**, **Outbound** and **Avg. duration** along the top, **Make a call** and **Bulk campaign** side by side, and **Call history** below. The **Numbers** card appears once one of your characters has a phone number or has inbound calls **Enabled**.

Panel	What it gives you
Figures at the top of the page	Total calls, Inbound, Outbound and Avg. duration.
Make a call	Pick a character, type a number, press Call — that character rings the number and starts the conversation.
Bulk campaign	Paste a list of numbers, pick the character, press Start campaign, and it works through them one at a time.
Numbers	Which number belongs to which character, and whether the line is live.
Call history	Direction, the other party, the character, time, duration and number of messages — and the full transcript of every call. The list refreshes every 15 seconds.

Bulk campaigns

Paste numbers one per line, or separated by commas, up to two hundred per batch. Calls are placed one at a time about four seconds apart, so the campaign starts immediately and works through the list in the background.

Outbound calling is regulated and the responsibility is yours. You need the consent of the people you are calling, and you must respect their local rules on marketing calls and recording. There is no button to cancel a campaign once it starts, so test with your own number first.

Reading the transcripts

Every call is recorded as a conversation like any other, so View transcript opens the whole exchange, line by line. Calls also appear under Insights › Sessions. This is the fastest way to find out why a call went wrong — usually the character was asked something it had no document to answer from, which is a fix on the character's Mind & knowledge › Knowledge Base tab rather than anything to do with the phone.

Making it sound good on the phone

Phone audio is narrow and noisy, and callers are less patient than website visitors. Three settings matter more here than anywhere else:

Use a fast voice model. Half a second of silence is invisible in a chat window and excruciating on a call. On Language & voice › Language & Voice, pick the fastest TTS Model your voice provider offers.
Keep answers short. Lower Max Tokens (per response) on Mind & knowledge › Core AI — nobody wants a paragraph read to them down a phone line.
Write a greeting that says who is speaking. Callers who do not realise they have reached an automated line get frustrated fast. "Hello, you've reached the Acme assistant — how can I help?" sets expectations in one sentence.

When something goes wrong

What you see	What it usually is
The number rings out or is declined	The character's Enabled switch is off, the number is written differently from the carrier's version, or the plan no longer includes telephony.
Dialling fails immediately	The carrier connection is not set up yet, or you pressed Call before saving the number.
The caller is heard badly / the character mishears	Phone audio is far poorer than a microphone. Keep answers short and check the transcript to see what it actually heard.
Outbound calls show the wrong caller ID	The character has no number saved of its own, so the system default was used.

Want customers to reach the same character in writing? The WhatsApp Business channel works the same way, with a live inbox where your team can take over.

Where to go next