Why it matters
AI agents cannot answer calls until they are assigned to a phone channel. Channel assignment determines which phone number the agent will monitor and ensures inbound traffic routes to the correct agent. Proper setup prevents misrouted calls and ensures your agent goes live only when it is ready. Although agents can also handle messaging, this guide focuses on assigning agents specifically for call handling.
Key Concepts
Channel: A phone number that routes inbound calls to an assigned agent.
Agent status: Agents must be Active before they can receive inbound calls. Draft agents cannot be assigned.
Inbound call control: The configuration section where you select which channel the agent will handle.
Channel restriction: Only one agent can be assigned to a given channel at a time.
Step-by-Step: Assign an AI Agent to a Phone Channel
Open your agent and confirm the agent status is set to Active.
In the left navigation of the editor, open the Inbound call control section.
Click the channel dropdown to view available phone numbers.
Select the phone channel you want the agent to handle.
Click Save to apply the assignment.
Confirm that the channel now shows the assigned agent.
Test the setup by placing a call to the assigned number.
Tips and Best Practices
Activate agents only after fully testing them with Preview.
Assign or change channels during low-traffic periods to avoid interrupting active workflows.
Use clear naming conventions so it is obvious which agent handles which channel.
When switching an existing channel to a new agent, ensure no processes rely on the previous agent’s behavior.
Reassign channels immediately if an agent is deactivated to avoid unanswered calls.
Troubleshooting
Issue | Possible Cause | Fix |
Cannot select a channel | Agent is still in Draft | Set the agent to Active before assigning a channel |
Channel missing from dropdown | Channel already assigned to another agent | Remove the assignment from the other agent first |
Calls are not being answered | Channel assignment not saved or overwritten | Reassign the channel and click Save |
Agent answers but behaves incorrectly | Wrong agent assigned or outdated version | Confirm the assigned agent and review version history |