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Your agent can answer your phone numbers. Callers talk with it as they would with a person: a voice listens and speaks for it, and everything they ask goes to your agent, with its instructions, procedures and tools. When the answer takes a browser or computer task, it tells the caller what it’s doing while it works (“Still working on it: checking your order”), so nobody is left in silence. You bring the numbers from your own Twilio account. Any voice number works: local, toll-free, any country.

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Connect Twilio

  1. In Twilio, open Account → API keys & tokens and click Create API key. A Standard key is right. Copy its SID (starts with SK) and Secret. Twilio shows the secret once.
  2. In the console, open Phone numbers and click Connect Twilio.
  3. Paste your Account SID (starts with AC, on the Twilio console’s home page), the key’s SID and its secret.
The key is tried on your account before it’s kept, and the secret is stored encrypted. Revoke the key in Twilio at any time to cut Eager off. You can connect more than one account, like subaccounts.

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Add a number

From Phone numbers, click Add a number, pick one of your Twilio numbers and the agent that answers it. Or from the agent: open it, go to Phone, and pick a number there. Adding a number replaces what answers it now (an IVR, a webhook, a TwiML app). Eager puts it on an Elastic SIP trunk it makes on your account, called Eager prod, and keeps what the number did before. Remove puts it back exactly as it was, and so does removing the connection. Calls are answered by the agent’s published version. A number with no agent isn’t answered. Change which agent answers from either side, at any time.
On a Twilio trial account, callers first hear Twilio’s trial message, and only numbers you verified in Twilio can call. Upgrade the account for real callers.

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What a call does

  • It greets the caller with the agent’s greeting (its General settings), or “Hi, you’ve reached agent name. How can I help?”
  • Each request is a reply. What the caller says is run as a turn of the call’s conversation, like a chat message. The agent’s answer is spoken in plain sentences: no links, lists or formatting. It doesn’t show forms on a call. It asks one question at a time instead.
  • Approvals still apply. If a step needs your team’s approval, the caller is told it needs a quick approval. When your team decides in the console, the agent carries on and tells the caller.
  • It never says which AI model it runs on. If asked, it’s an AI assistant.
  • In the console. Calls have their own Calls tab in Conversations, apart from chats. Each reads as its transcript: what the caller and the agent’s voice said, line by line, with the agent’s work (tools, tasks, approvals) in between. Through the API they’re speech items, and source=phone lists only calls.

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Pricing

Calls cost 7.5¢ a minute, by the second. What the agent does on a call (its replies and tasks) is charged by its tokens, like any chat. Twilio bills you for the number and its minutes, as it does today. See Billing. A call ends after 60 minutes, or when your balance no longer covers the next minute. While the balance is empty, calls aren’t answered.

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How it works

  • The audio never touches our servers. The call goes from Twilio, which carries it over the phone network, straight to OpenAI’s GPT-Live voice over an encrypted connection (SIP over TLS, with SRTP audio). Eager hears that a call is coming, picks it up for the agent that has the number, and receives what’s said as text. We don’t keep the audio.
  • The voice is OpenAI’s, whatever model the agent runs on. The agent’s own model does the thinking and the work, as in chat. Pick how it sounds on the agent’s Voice tab, or with its voice setting; calls use the published version’s.
  • Deploys don’t drop calls. If our servers restart mid-call, the call carries on, and another server picks up where the reply left off.
Manage connections and numbers from code with the Phone numbers API: /v1/phone_connections, /v1/phone_numbers and /v1/agents/{agent_id}/phone_numbers.