# How to Assign Twilio Numbers to Voice AI Agents > ​Learn how to assign Twilio numbers or number pools to Voice AI agents, configure phone availability, review routing, and test inbound call handling. - Source: https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-assign-twilio-numbers-to-voice-ai-agents - Section: AI Employee / Voice AI - Reading time: 7 min - Images: 8, each explained below - Modified on Tue, 25 Aug at 10:16 AM --- Twilio number support allows Voice AI agents to use Twilio-connected phone numbers or number pools for call handling. Once a Twilio number is available in the sub-account, it can be assigned to a Voice AI agent from the agent's **Deploy** tab. This article explains how to assign Twilio numbers, review Call Routing and Working Hours, and test inbound call behavior. --- **TABLE OF CONTENTS** - [What is Twilio Number Support for Voice AI Agents?](#what-is-twilio-number-support-for-voice-ai-agents) - [Key Benefits of Twilio Numbers for Voice AI Agents](#key-benefits-of-twilio-numbers-for-voice-ai-agents) - [Before You Begin](#before-you-begin) - [Individual Twilio Numbers vs. Number Pools](#individual-twilio-numbers-vs-number-pools) - [How To Assign Twilio Numbers to Voice AI Agents](#how-to-assign-twilio-numbers-to-voice-ai-agents) - Call Routing and AI Backup Behavior - [Working Hours](#working-hours) - [Inbound vs. Outbound Voice AI Setup](#inbound-vs-outbound-voice-ai-setup) - [Testing Twilio Number Assignment](#testing-twilio-number-assignment) - [Frequently Asked Questions](#frequently-asked-questions) - [Related Articles](#related-articles) --- # **What is Twilio Number Support for Voice AI Agents?** Twilio number support lets Voice AI agents handle calls through Twilio-connected phone numbers or number pools. This allows businesses using Twilio numbers in GHL Customer Care to connect those numbers to selected Voice AI agents for call handling. Phone numbers are assigned per agent from the Deploy tab. If you manage multiple Voice AI agents, review each agent’s assigned numbers, routing, and availability separately. --- ## **Key Benefits of Twilio Numbers for Voice AI Agents** Twilio number support helps connect existing phone infrastructure to Voice AI agents. By assigning the correct number or number pool, you can control which calls reach each agent and how those calls are handled. - **Use existing Twilio numbers:** Connect available Twilio numbers in the sub-account to Voice AI agents. - **Support number pools:** Assign a number pool when your routing setup uses multiple numbers. - **Control call availability:** Use working hours to define when the agent should be available. - **Improve call routing:** Review call routing and backup behavior so calls reach the right destination. - **Test before launch:** Call the assigned number to confirm the agent answers as expected. --- ## **Before You Begin** A successful Twilio number setup depends on the number being available in the sub-account and the user having access to edit Voice AI deployment settings. Review these requirements before assigning a number to an agent. Before assigning a Twilio number, confirm the following: - An active AI Employee or Voice AI subscription is available. - A Voice AI agent already exists. - A Twilio number or number pool is already available in the sub-account. - You have permission to edit Voice AI agents and deployment settings. - You know which number or number pool should route calls to the selected agent. - You plan to test the assigned number after saving. --- ## **Individual Twilio Numbers vs. Number Pools** Voice AI agents can be assigned to an individual Twilio number or an available number pool, depending on how your call routing is set up. Choosing the right option helps ensure calls reach the correct agent. Use an **individual Twilio number** when one specific number should connect to the selected Voice AI agent. Use a **number pool** when your setup routes calls through a group of numbers or when multiple numbers should follow the same availability and routing behavior. If you are unsure which option to use, review how the number or number pool is configured in the sub-account before assigning it to the agent. --- ## **How To Assign Twilio Numbers to Voice AI Agents** Twilio numbers are assigned from the selected Voice AI agent's **Deploy** tab. From Deploy, you can manage phone assignment, Call Routing, and Working Hours for the selected agent. ### **Go to AI Agents > Voice AI** Open **AI Agents**, then select **Voice AI**. This is where Voice AI agents are created, edited, deployed, and reviewed. ### ![Go to AI Agents > Voice AI (image 1 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155073869175/original/24YOkcyorGT6y_51FNY_g0HqKBOANirA6w.png) **Go to AI Agents > Voice AI (image 1 of 8)** This screenshot appears in the "Go to AI Agents > Voice AI" section of "How to Assign Twilio Numbers to Voice AI Agents". The text alongside this image reads: Open AI Agents, then select Voice AI. This is where Voice AI agents are created, edited, deployed, and reviewed. Immediately after, the guide continues: Select Agents to view the Voice AI agents available in the sub-account. The agent list helps you choose which agent should be connected to the Twilio number or number pool. - Where to go: Open AI Agents, then select Voice AI. This is where Voice AI agents are created, edited, deployed, and reviewed. - Next: Select Agents to view the Voice AI agents available in the sub-account. The agent list helps you choose which agent should be connected to the Twilio number or number pool. ### **Open Agents** Select **Agents** to view the Voice AI agents available in the sub-account. The agent list helps you choose which agent should be connected to the Twilio number or number pool. Choose the agent that should receive calls from the Twilio number or number pool. Number assignment is configured per agent, so changes made here apply only to the selected agent. ![Open Agents (image 2 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155073869605/original/Hc95GNf1hkHStrrRLIgvBesNLzSVWRyqyg.png) **Open Agents (image 2 of 8)** This screenshot appears in the "Open Agents" section of "How to Assign Twilio Numbers to Voice AI Agents". The text alongside this image reads: Choose the agent that should receive calls from the Twilio number or number pool. Number assignment is configured per agent, so changes made here apply only to the selected agent. Immediately after, the guide continues: Select Deploy to access the agent’s deployment settings. This area controls how the selected Voice AI agent is made available for calls. - What to choose: Choose the agent that should receive calls from the Twilio number or number pool. Number assignment is configured per agent, so changes made here apply only to the selected agent. - Controls: Agents - Next: Select Deploy to access the agent’s deployment settings. This area controls how the selected Voice AI agent is made available for calls. ### **Open the Deploy tab** Select **Deploy** to access the agent’s deployment settings. This area controls how the selected Voice AI agent is made available for calls. ![Open the Deploy tab (image 3 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079264635/original/XaOwhEUkcooOCYb63ZNBezCvBfDfZYT1KA.png) **Open the Deploy tab (image 3 of 8)** This screenshot appears in the "Open the Deploy tab" section of "How to Assign Twilio Numbers to Voice AI Agents". The text alongside this image reads: Select Deploy to access the agent’s deployment settings. This area controls how the selected Voice AI agent is made available for calls. Immediately after, the guide continues: Choose the Twilio number or available number pool that should route calls to the selected Voice AI agent. Confirm that you are selecting the correct number for the intended call flow. - What to choose: Select Deploy to access the agent’s deployment settings. This area controls how the selected Voice AI agent is made available for calls. - Controls: Deploy - Next: Choose the Twilio number or available number pool that should route calls to the selected Voice AI agent. Confirm that you are selecting the correct number for the intended call flow. ### **Select a Twilio number or number pool** Choose the Twilio number or available number pool that should route calls to the selected Voice AI agent. Confirm that you are selecting the correct number for the intended call flow. ### ![Select a Twilio number or number pool (image 4 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079270203/original/lzoOWFmTQ2Ej5cxJ0qQ_uI058X_wip4OXw.png) **Select a Twilio number or number pool (image 4 of 8)** This screenshot appears in the "Select a Twilio number or number pool" section of "How to Assign Twilio Numbers to Voice AI Agents". The text alongside this image reads: Choose the Twilio number or available number pool that should route calls to the selected Voice AI agent. Confirm that you are selecting the correct number for the intended call flow. Immediately after, the guide continues: If you need a new phone number, you can purchase one without leaving the agent's Deploy tab. - What to choose: Choose the Twilio number or available number pool that should route calls to the selected Voice AI agent. Confirm that you are selecting the correct number for the intended call flow. - Next: If you need a new phone number, you can purchase one without leaving the agent's Deploy tab. ### **Buy a new phone number** If you need a new phone number, you can purchase one without leaving the agent's **Deploy** tab. 1. In the **Phone** section, click **Buy new number** below **Numbers & number pool**. 2. Complete the phone-number purchase. 3. After the purchase is complete, choose whether to assign the new number to the Voice AI agent. 4. Confirm the correct number appears under **Numbers & number pool** before continuing with Call Routing and Working Hours. You can also click **Manage numbers** from the Phone section to manage existing phone numbers. ![Buy a new phone number (image 5 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079270706/original/g1g44iFp6evmPeqJNLLWFyBysO5lBmht-Q.png) **Buy a new phone number (image 5 of 8)** This screenshot appears in the "Buy a new phone number" section of "How to Assign Twilio Numbers to Voice AI Agents". The text alongside this image reads: You can also click Manage numbers from the Phone section to manage existing phone numbers. Immediately after, the guide continues: Choose how the Voice AI agent should handle incoming calls. - What to click: You can also click Manage numbers from the Phone section to manage existing phone numbers. - Controls: Deploy, Phone, Buy new number, Numbers & number pool, Manage numbers - Next: Choose how the Voice AI agent should handle incoming calls: Full procedure: 1. In the Phone section, click Buy new number below Numbers & number pool. 2. Complete the phone-number purchase. 3. After the purchase is complete, choose whether to assign the new number to the Voice AI agent. 4. Confirm the correct number appears under Numbers & number pool before continuing with Call Routing and Working Hours. ### **Review call routing and AI backup behavior** Choose how the Voice AI agent should handle incoming calls: - **Answer Calls Directly:** Use this mode when the Voice AI agent should answer incoming calls directly. - **Use as Backup:** Use this mode when the Voice AI agent should act as a backup for the primary call path. Review the selected mode carefully so calls follow the intended routing behavior. ![Review call routing and AI backup behavior (image 6 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079270346/original/tbYHtUdAO96gGtR0aHgQ9Qke4W2r0QU84Q.png) **Review call routing and AI backup behavior (image 6 of 8)** This screenshot appears in the "Review call routing and AI backup behavior" section of "How to Assign Twilio Numbers to Voice AI Agents". The text alongside this image reads: Review the selected mode carefully so calls follow the intended routing behavior. Immediately after, the guide continues: Use Working Hours to control when the Voice AI agent is available. - What this covers: Review the selected mode carefully so calls follow the intended routing behavior. - Next: Use Working Hours to control when the Voice AI agent is available. Full procedure: 1. Answer Calls Directly: Use this mode when the Voice AI agent should answer incoming calls directly. 2. Use as Backup: Use this mode when the Voice AI agent should act as a backup for the primary call path. ### **Configure working hours, if needed** Use **Working Hours** to control when the Voice AI agent is available. Choose **All Hours** for unrestricted availability, or choose **Custom Schedule** to configure specific active days and time ranges. ### ![Configure working hours, if needed (image 7 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079270387/original/E9SszWD3nW5lhXdet5JoWa8NL_EZzBr3Ww.png) **Configure working hours, if needed (image 7 of 8)** This screenshot appears in the "Configure working hours, if needed" section of "How to Assign Twilio Numbers to Voice AI Agents". The text alongside this image reads: Choose All Hours for unrestricted availability, or choose Custom Schedule to configure specific active days and time ranges. Immediately after, the guide continues: Click Save to apply the number assignment, routing, and availability changes to the selected agent. Unsaved changes may not apply to live calls. - What to choose: Choose All Hours for unrestricted availability, or choose Custom Schedule to configure specific active days and time ranges. - Next: Click Save to apply the number assignment, routing, and availability changes to the selected agent. Unsaved changes may not apply to live calls. ### **Save your changes** Click **Save** to apply the number assignment, routing, and availability changes to the selected agent. Unsaved changes may not apply to live calls. ![Save your changes (image 8 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079270441/original/5GVyM9-kSxYhwAiIwbR3XgYp7kBOwnsanA.png) **Save your changes (image 8 of 8)** This screenshot appears in the "Save your changes" section of "How to Assign Twilio Numbers to Voice AI Agents". The text alongside this image reads: Click Save to apply the number assignment, routing, and availability changes to the selected agent. Unsaved changes may not apply to live calls. Immediately after, the guide continues: Call the selected Twilio number to confirm the Voice AI agent answers as expected. Test during working hours and, if configured, outside working hours to confirm routing and availability behavior. - How to confirm: Click Save to apply the number assignment, routing, and availability changes to the selected agent. Unsaved changes may not apply to live calls. - Controls: Save - Next: Call the selected Twilio number to confirm the Voice AI agent answers as expected. Test during working hours and, if configured, outside working hours to confirm routing and availability behavior. ### **Test the assigned number** Call the selected Twilio number to confirm the Voice AI agent answers as expected. Test during working hours and, if configured, outside working hours to confirm routing and availability behavior. --- ## **Call Routing Modes** Call Routing controls how the Voice AI agent handles incoming calls through the assigned number or number pool. Choose the mode that matches the intended call flow: - **Answer Calls Directly:** The Voice AI agent answers incoming calls directly. - **Use as Backup:** The Voice AI agent acts as a backup when the primary call path does not answer. Assigning a number alone does not guarantee that every call reaches Voice AI. Call Routing, Working Hours, and the phone number's broader call-flow configuration can affect how incoming calls are handled. --- ## **Working Hours** Working Hours define when the selected Voice AI agent should be available to handle calls. This helps prevent the agent from answering outside the intended schedule or allows different agents to support different availability windows. Use Working Hours when: - The agent should only answer during business hours. - Different agents support different schedules. - Calls outside working hours should follow another route. - You want to test how availability affects call handling. When configuring working hours, review each day and time block carefully. If the agent does not answer when expected, working hours should be one of the first settings to check. --- ## **Inbound vs. Outbound Voice AI Setup** Assigning a number from the agent's Deploy tab controls how the selected agent is available for calls through that number or number pool. This is especially important for inbound call handling. Outbound Voice AI calls configured through workflows may use separate outbound call settings. If you are configuring outbound Voice AI, review the outbound-specific setup resources instead of relying only on the agent's Deploy settings. --- ## **Testing Twilio Number Assignment** Testing confirms that the selected Twilio number or number pool reaches the intended Voice AI agent. Always test after changing number assignment, routing, backup behavior, or working hours. Recommended testing checks: - Call the selected Twilio number. - Confirm the intended Voice AI agent answers. - Test during configured working hours. - Test outside working hours if availability rules are configured. - Confirm the selected Call Routing mode behaves as expected. - Confirm the wrong agent does not answer the call. - Review call logs if the call does not reach the expected agent. --- ## **Frequently Asked Questions** **Q: What does Twilio number support mean for Voice AI?** It means Twilio-connected numbers or number pools available in the sub-account can be assigned to Voice AI agents for call handling. **Q: Where do I assign a Twilio number to a Voice AI agent?**Go to **AI Agents > Voice AI > Agents**, select the agent, then open **Deploy > Phone.** **Q: Can I assign a number pool instead of a single number?** Yes. If a number pool is available in the sub-account, you can select it depending on your routing setup. **Q: Why does my Twilio number not appear?** Confirm the number is connected to the sub-account and available in phone number settings. **Q: Does assigning a number guarantee Voice AI will answer every call?** Not always. Call Routing, Working Hours, and the phone number's call-flow configuration can affect whether Voice AI receives the call. **Q: What does Use as Backup do?** **Use as Backup** configures the Voice AI agent to act as a backup when the primary call path does not answer. **Q: Do working hours affect whether the agent answers?** Yes. Working hours define when the selected Voice AI agent is available to handle calls. **Q: Can multiple agents use the same number?** Number assignment behavior may depend on the account’s routing and availability configuration. Review the selected number or number pool carefully before assigning it to multiple agents. **Q: How do I test the assigned number?** Call the selected Twilio number and confirm the intended Voice AI agent answers. Review logs if the call does not reach the expected agent. **Q: Is outbound Voice AI configured here?** Not fully. The **Deploy** tab manages deployment settings for assigned numbers or number pools. Outbound Voice AI calls configured through workflows may use separate outbound settings. --- ### **Related Articles** - [Complete Guide to Creating Voice AI Agents in GHL Customer Care](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-create-voice-ai-agents)⁠ - [Number Pool Support in Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/number-pool-support-in-voice-ai-agents)⁠ - [Inbound Call Flow for Voice AI Calls](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/voice-ai-how-to-configure-inbound-call-flow)⁠ - [Inbound Calls: IVR, AI, Routing & Call Flow Explained](https://docs.ghlcustomercare.com/docs/phone-system/calling/inbound-calls-ivr-ai-routing-call-flow-explained)⁠ - [Testing Voice AI Agents in GHL Customer Care: Calls and Logs](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-test-voice-ai-agents)⁠ - [Managing Granular Permissions for Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/managing-granular-permissions-for-voice-ai-agents)⁠ --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com