Set Up Phone AI for Incoming Calls

Quick Setup

Connect one Twilio number, test its webhook, then activate Phone AI. This usually takes about 10 minutes.

This guide helps you answer incoming hotel calls with AVA and review each call transcript.

Go to: Settings → Communications → Phone AI

Quick Reference

Setting	What It Controls	What You See
Twilio Account SID	Selects the Twilio account	An identifier beginning with AC
Twilio phone number	Receives guest calls	A number with + and country code
Twilio Auth Token	Authorises AVA to verify and handle calls	A protected secret that is never shown again
Purpose	Records an optional note for this number	Your description on the setup page
Incoming-call webhook	Routes calls from Twilio to AVA	A copyable URL and Test webhook action
Phone AI switch	Activates or pauses AI call handling	Active or Not active
Call Activity	Lists calls and their state	Caller number, start time, status, and transcript

Before You Start

Confirm these requirements:

• You have Settings write access
• You have a dedicated Twilio phone number
• You have the Twilio Account SID and Auth Token
• The phone number is written in international format

Protect the Auth Token

Treat your Twilio Auth Token like a password. AVA protects it after saving and never displays it again.

Save the Twilio Connection

1. Go to Settings → Communications → Phone AI.

2. Stay on Setup.

3. Enter the Twilio Account SID.

4. Enter the Twilio phone number with + and country code.

5. Enter the Twilio Auth Token.

6. Add an optional Purpose.

7. Click Save settings.

   ✓ You see "Phone AI settings saved." ✓ The Auth Token field changes to its protected placeholder.

Replacing a token

Leave the Auth Token blank to keep the saved token. Enter a new token only when you need to replace it.

Route Incoming Calls from Twilio

1. On Setup, find Incoming-call webhook.

2. Click Copy.

3. Open the Twilio Console.

4. Open Phone Numbers and select the hotel number.

5. Under Voice configuration, set A call comes in to Webhook.

6. Paste the copied URL.

7. Select POST, then save the Twilio configuration.

   ✓ Twilio now sends incoming calls to the AVA webhook.

Test and Activate Phone AI

1. Return to Settings → Communications → Phone AI.

2. Save any unsaved changes.

3. Click Test webhook.

4. Confirm the success message.

5. Turn on Enable Phone AI.

6. Click Save settings.

7. Call the Twilio number from another phone.

   ✓ Phone AI answers the incoming call. ✓ The call appears under Call Activity.

Activation requirement

You must save the Account SID, phone number, and Auth Token before activation. The webhook test also stays disabled while changes are unsaved.

Review Call Activity

1. Open Call Activity.

2. Find the call by caller number and start time.

3. Review the call state.

4. Click View transcript.

5. Close the transcript when you finish.

   ✓ You can review the caller and assistant messages for that call.

Troubleshooting

The phone number is rejected

What you see: "Enter the Twilio phone number in E.164 format, including + and country code."

Fix:

1. Start the number with +.
2. Add the country code.
3. Remove spaces, brackets, and dashes.
4. Click Save settings again.

The webhook test is disabled

What you see: You cannot select Test webhook.

Fix:

1. Complete the Account SID, phone number, and Auth Token.
2. Click Save settings.
3. Wait for the saved confirmation.
4. Click Test webhook again.

The webhook test fails

What you see: "Unable to verify the Twilio webhook configuration."

Fix:

1. Copy the current Incoming-call webhook again.
2. Confirm Twilio uses that URL for A call comes in.
3. Confirm the method is POST.
4. Save in Twilio, then test again in AVA.

Phone AI cannot be activated

What you see: The Enable Phone AI switch stays disabled.

Fix:

1. Confirm you have Settings write access.
2. Save all required Twilio settings.
3. Check that the phone number includes + and country code.
4. Refresh the page and try again.

A transcript does not open

What you see: "Unable to load this transcript."

Fix:

1. Close the transcript panel.
2. Refresh Call Activity.
3. Open the call again.
4. Contact support if other transcripts also fail.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ The saved webhook keeps failing its test
• ❌ Calls do not appear under Call Activity
• ❌ Phone AI does not answer after activation

Helpful to include:

• Screenshot of the setup status without secret values
• Twilio phone number
• Time of one test call
• Exact error message

Related Guides

• Set Up Voice Assistant Prompts
• Set Up Video Calls
• Set Up Your Chatbot