Phone AI Setup

Phone AI lets your chatbot answer phone calls using the same knowledge base as your web widget. Bring your own Twilio or Telnyx account to get started.

How It Works

1. A customer calls your phone number
2. Twilio/Telnyx routes the call to SiteAnswerAI
3. Our AI answers using your knowledge base
4. Speech-to-text converts the caller's voice to text
5. The AI generates a response
6. Text-to-speech speaks the response to the caller

Twilio Setup

Step 1: Get Your Twilio Credentials

1. Log in to your Twilio Console
2. Find your Account SID on the dashboard
3. Find your Auth Token (click to reveal)
4. Copy both values - you'll need them in the next step

Step 2: Configure in SiteAnswerAI

1. Go to Settings → Phone AI in your dashboard
2. Select Twilio as your provider
3. Enter your Account SID and Auth Token
4. Click Save

Step 3: Configure Your Twilio Phone Number

1. In Twilio Console, go to Phone Numbers → Manage → Active Numbers
2. Click on the phone number you want to use
3. Scroll down to Voice Configuration
4. Set "A call comes in" to Webhook
5. Enter this URL:

6. Set the HTTP method to POST
7. Click Save

Telnyx Setup

Step 1: Get Your Telnyx API Key

1. Log in to your Telnyx Portal
2. Go to Auth → API Keys
3. Create a new API key or copy an existing one

Step 2: Configure in SiteAnswerAI

1. Go to Settings → Phone AI in your dashboard
2. Select Telnyx as your provider
3. Enter your API Key
4. Click Save

Step 3: Create a Telnyx Connection

1. In Telnyx Portal, go to Voice → Programmable Voice
2. Click Add New Application
3. Enter a name for your connection
4. Under Inbound, set the Webhook URL to:

5. Click Save

Step 4: Assign Your Phone Number

1. Go to Numbers → My Numbers
2. Click on your phone number
3. Under Connection, select the application you just created
4. Click Save

Testing Your Setup

1. Call your phone number from a different phone
2. You should hear a greeting from the AI
3. Ask a question that your bot knows how to answer
4. The AI should respond with information from your knowledge base

Customization

You can customize the phone AI experience in Settings → Phone AI:

• Greeting message - What the AI says when it answers
• Voice style - Choose from available voice options
• Language - Set the conversation language
• Transfer number - Where to transfer if the caller requests a human

Troubleshooting

Call goes straight to voicemail

• Check that your webhook URL is correct
• Verify your API credentials are entered correctly
• Make sure the phone number is assigned to the right connection/application

AI gives wrong answers

• Make sure you have content indexed in your Sources
• The phone AI uses the same knowledge base as your web widget
• Try asking the same question in the web chat to compare

Voice quality is poor

• This is usually a network issue on the caller's end
• Test from a phone with good signal
• Check your Twilio/Telnyx dashboard for call quality metrics

Next Steps