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Phone Integration Guide

Set up phone numbers for your AI assistant to handle voice calls and SMS messages, providing customers with direct communication channels.

Understanding Phone Integration​

When you purchase a phone number through Wiil, you automatically get both voice and SMS capabilities. This single purchase creates two separate communication channels that your assistant can use to interact with customers.

Phone Channels Overview

What You Get with Phone Purchase​

Dual Channel Support​

  • Voice Channel - Customers can call your number and speak directly with your AI assistant
  • SMS Channel - Customers can send text messages to the same number and receive AI responses

Key Benefits​

  • Single Number Management - One phone number handles both voice and text
  • Unified Customer Experience - Customers can choose their preferred communication method
  • Cost Effective - Get two communication channels for one monthly fee
  • Professional Presence - Dedicated business phone number for customer support

Step-by-Step Phone Number Purchase​

Phone Number Purchase Flow

Step 1: Access Phone Lines​

  1. Navigate to Communication Channels in your sidebar
  2. Click on Phone Numbers
  3. You'll see the Phone Lines management page
  4. Click "Buy Phone Number" to start the purchase process

Step 2: Configure Phone Number Settings​

Provider Selection:

  • SignalWire (Recommended for US and Canada) - Reliable voice and SMS services
  • Proven infrastructure for business communications
  • Excellent call quality and message delivery

Country Selection:

  • Choose United States (+1) for US-based operations
  • Other countries available based on your business needs
  • Consider your primary customer location

Number Type Options:

  • Local Numbers - Tied to specific geographic areas
  • Toll-Free Numbers - Allow customers to call without charges
  • Pricing varies between local and toll-free options

Label Configuration:

  • Create a descriptive label for easy identification
  • Examples: "Customer Support", "Sales Line", "Main Office"
  • Helps organize multiple phone numbers

Step 3: Select Your Phone Number​

Available Numbers List:

  • Browse through available phone numbers
  • Numbers are displayed with full formatting
  • Select the number that best fits your business

Selection Considerations:

  • Choose memorable number patterns when available
  • Consider local area codes for regional businesses
  • Toll-free numbers (800, 888, etc.) for national reach

Step 4: Complete Purchase​

Review and Confirm:

  • Verify all configuration settings
  • Check monthly pricing (starting at $1.25 USD/month)
  • Additional usage charges apply for calls and messages

Payment Processing:

  • Payment processed using your account balance
  • Monthly billing for ongoing service
  • Usage charges billed separately

Automatic Channel Creation​

What Happens After Purchase​

Immediate Setup:

  • Phone number is activated within minutes
  • Voice channel automatically created and configured
  • SMS channel automatically created and configured
  • Both channels appear in your Communication Channels list

Channel Configuration:

  • Channels are ready to accept assistant assignments
  • No additional setup required for basic functionality
  • Advanced configuration available in channel settings

Assigning Assistants to Phone Channels​

Voice Channel Assignment​

  1. Go to Communication Channels → Phone Numbers
  2. Find your voice channel (created automatically)
  3. Click "Assign Assistant"
  4. Select your configured assistant
  5. Choose the appropriate assistant role
  6. Activate the channel

SMS Channel Assignment​

  1. Navigate to the SMS channel (auto-created with phone purchase)
  2. Follow the same assignment process as voice
  3. Can use the same assistant or different one
  4. Can use the same role or different role for SMS interactions

Best Practices for Assignment​

Same Assistant, Different Roles:

  • Use one assistant for consistency
  • Create specific roles for voice vs SMS interactions
  • Voice role: Conversational, interactive responses
  • SMS role: Concise, text-friendly responses

Different Assistants:

  • Specialized assistants for different communication types
  • Voice assistant: Optimized for spoken conversation
  • SMS assistant: Optimized for text-based interaction

Pricing and Billing​

Monthly Costs​

Base Monthly Fee:

  • Starting at $1.25 USD per month per number
  • Includes phone number rental and basic features
  • Pricing may vary by number type and location

Usage Charges:

  • Voice calls - Charged per minute of conversation
  • SMS messages - Charged per message sent/received
  • International rates - Higher rates for international usage

Cost Management​

Monitor Usage:

  • Track call minutes and message volume
  • Review monthly billing statements
  • Set up usage alerts if needed

Optimize Costs:

  • Configure assistant to provide efficient responses
  • Use SMS for simple queries, voice for complex issues
  • Monitor and analyze usage patterns

Getting Support​

Technical Issues:

  • Contact Wiil support: support@wiil.com
  • Include phone number and specific issue details

Ready to get started? Purchase your first phone number to unlock both voice and SMS capabilities for your AI assistant, providing customers with direct, convenient ways to reach your business.