Phone calls

The Phone tab gives your agent a real phone number. Calls to that number are answered by the same agent — same persona, knowledge, and integrations as the web widget — over a live voice connection.

Getting a number

Open the Phone tab and search for a number by area code (and optionally a contains-pattern). Pick one and buy it — it's provisioned immediately and wired to your agent. Inbound calls start working right away.

Numbers carry a flat monthly rental, billed in credits on a recurring cycle. A number is yours until you release it from this tab.

How a call is handled

When someone dials your number, the call connects to the agent and the conversation runs in voice. The agent greets the caller, answers from its knowledge base, uses any enabled integration tools, and can transfer to a human if you've set up transfer rules.

Transfers

Transfer rules define who the agent can hand a call to and how. Each rule sets a transfer type:

  • Silent — the caller is connected straight through to the destination.
  • Warm — the agent composes the brief itself from the conversation before connecting the caller. An optional Briefing guidance field lets you steer what it emphasizes; leave it blank to let the agent decide.
  • SIP REFER — hands the call off at the carrier level for PBX-style routing.

Rules can target a phone number or a SIP destination via an org-level SIP trunk (managed under Settings → SIP trunks), and each rule has a configurable ring timeout.

Call settings

  • Recording disclosure— when on, a short "this call may be recorded" notice plays before the agent picks up. Required by two-party-consent jurisdictions.
  • Agent hang-up — allow or forbid the agent ending the call itself.
  • Max call duration — a hard cap; the call closes cleanly when reached.
  • Answering-machine detection — for outbound campaign calls, detects voicemail so the agent can leave a message. Skipped automatically when the call is to another Seny agent.
  • Voicemail message — the message (up to 500 characters) the agent leaves when answering-machine detection hits voicemail on an outbound call.
  • Silence prompts— how many seconds of caller silence before the agent checks in ("are you still there?"), and how long after that check-in before it gives a short sign-off and ends the call.

Recordings

Every call is recorded — visitor on the left channel, agent on the right — and transcoded to MP3 so it plays in any browser. Find the recording, full transcript, and post-call analysis on the conversation's detail page under Conversations.

Outbound

Agents place outbound calls through Campaigns— add contacts, pick the agent as the caller, and the dispatcher dials them within your send window and daily caps. You can also place one-off calls directly from the dashboard, or programmatically via the API's calls endpoint.