A phone number is the bridge between the outside world and your agent. Once a number is imported and an agent is assigned to it, every call to that number is answered by the agent — no extra setup on your side.
Envox supports three sources: Twilio, a SIP trunk from your own telecom provider, and WhatsApp Business numbers.
Before you start
- You need at least one agent. If you have not created one yet, start with the Agents guide.
- For a Twilio number: your Twilio Account SID and Auth Token, plus a number already bought inside Twilio.
- Your role must include the
create phone-numberspermission. If the + button is missing, ask an administrator to update your role.
Steps
- 1
Open the Phone Numbers page
In the left menu, under Channels, click Phone Numbers. The page is split in two: the list of your numbers on the left, and the settings of whichever number you select on the right — empty until you pick one.
The Phone Numbers page with the list on the left - 3
Fill in the number details
For a Twilio number the form asks for four fields:
Field What to write Label A name only you see, e.g. Support line Phone Number The number in international format, e.g. +905321234567Twilio Account SID Copied from your Twilio console Twilio Auth Token Copied from your Twilio console The Twilio Auth Token field only appears once you start typing the Account SID, so fill the SID first. Then click Import to save.
Always write the number in international format, starting with
+and the country code. Without it the number is imported but never receives calls.The import form filled in - 4
Assign the agent that answers
Click the number in the list. On the right you will see the Inbound calls card with an Agent dropdown. Choose the agent that should answer, and the change is saved right away.
A number with no agent assigned drops every incoming call. This is the single most common mistake — check this field first when calls are not answered.
Assigning an agent to the number - 5
Make a test call
SIP trunk numbers have an Outbound call button at the top of the detail page. Click it, pick the agent, type your own mobile number and send the call. Your phone should ring within a few seconds and the agent should start talking.
For Twilio and WhatsApp numbers there is no such button — test those by calling or messaging the number yourself from another phone.
The call recording and the full transcript appear a minute later under Conversation Histories — the fastest way to check what the agent actually said.
The test call dialog
Good to know
- Number is red in the list — the provider token has expired. Open the row menu and click Edit token to enter a fresh one.
- Copy the number or its ID from the same row menu; the ID is what support asks for when you report a problem.
- One agent can answer several numbers, but a number always has exactly one agent.
- Deleting a number in Envox does not delete it at Twilio — you keep paying your provider until you release it there as well.