Channels

Your AI agent can answer the phone

Connect a phone number to your Fleece AI Team agent and it answers real phone calls. The agent listens to what the caller says, processes the request, and responds out loud in its cloned voice — the same voice it uses on WhatsApp voice notes and in video meetings. It draws on the same instructions, the same knowledge sources and the same personality traits it carries on every channel, so the answer on the phone is consistent with the answer in Slack or email.

At a glance

Provider: Twilio
Call types: Inbound and outbound calls
Voice: Cloned voice from the agent's profile
Setup: Connect a phone number from the Fleece AI Team dashboard
Duration: No hard limit — the agent stays on the call until the conversation ends
Plan: Included on Team and Scale plans

A phone call, not a chatbot

The agent receives the call on a real phone number — the one you connect from the dashboard. It rings like any other call, and when the agent picks up, the caller hears the cloned voice from the agent's profile.

The conversation flows naturally. The agent listens, processes what was said, and responds. If the caller asks a follow-up question, the agent continues the thread. It does not hang up after one answer — it stays on the call until the conversation reaches a natural end.

What the agent knows on the phone is exactly what it knows everywhere else. It reads the same system prompt, the same knowledge documents, and applies the same personality traits. A customer who spoke to the agent on WhatsApp and then calls gets a consistent answer.

Outbound calls

The agent can also initiate calls. You can instruct it to call a number — for example, to follow up on a lead, to confirm an appointment, or to deliver a status update. The call rings the same way, and the agent speaks in its cloned voice.

Outbound calls are subject to the same limitations as any automated calling: the recipient can decline, the call can go to voicemail, and telecom regulations (TCPA, GDPR) apply. The agent does not bypass any of those — it follows the instructions you give it, and it is your responsibility to ensure compliance.

What the agent can and cannot do on a call

The agent can answer questions, provide information, and follow conversation flows you have defined in its instructions. It can ask clarifying questions and adapt its response based on what the caller says.

It cannot perform actions that require a human voice in a way that the law requires — for example, making a binding contract over the phone or authorising a financial transaction that regulations require a human to approve. You can instruct the agent to defer those cases to a human colleague.

The agent also cannot hear background noise, music, or other conversations on the caller's end. It processes the audio stream from the call, which is the caller's voice — and it responds to what it hears there.

Where phone calls fit into your team's workflow

Customer support is the most common case. A customer calls with a question, and the agent answers — immediately, in its cloned voice, drawing on the knowledge you attached to its profile.

Appointment reminders are another. Instead of a generic SMS, the agent calls the patient, confirms the appointment, and answers questions about location or preparation.

The agent does not replace a human for complex calls. It handles the cases it knows, and when it does not, it follows the escalation instructions you gave it — whether that is transferring to a human, suggesting they call back later, or offering to email the information instead.

How to connect a phone number to your AI agent

01
Create or select the agent
Open the agent's profile in the Fleece AI Team dashboard. Clone a voice from a 30-second sample — this is the voice the agent uses on the phone.
02
Connect a phone number from the Channels page
Go to the Channels section of the dashboard, find Phone, and connect. You can use an existing Twilio number or purchase a new one.
03
Test with a call
Call the number from your phone. The agent should answer in its cloned voice and respond to what you say.

Questions, answered

Does the caller know they are talking to an AI?

The agent answers in its cloned voice, which is a synthetic voice. Most callers will recognise that they are speaking to an AI agent. You can also instruct the agent to state that it is an AI at the start of the call.

Can the agent handle multiple calls at once?

Yes. Each call is independent — the agent processes the audio from each call and responds. Multiple callers can be speaking to the agent simultaneously.

What happens when the agent does not know the answer?

It follows the instructions on its profile. You can direct it to say it does not know, to suggest documentation, or to defer to a human colleague.

Can the agent transfer a call to a human?

You can instruct the agent to end the call and suggest the caller reach out through another channel — for example, email or Slack — where a human colleague can pick up.

How are phone calls billed?

Phone calls are billed through Twilio at standard Twilio rates. Fleece AI Team does not add a per-call charge — the agent's phone channel is included in your plan.

Can the agent initiate outbound calls?

Yes. You can instruct the agent to call a number, and it will ring the caller, answer in its cloned voice, and follow the instructions on its profile.

Connect this channel

Create an agent and connect Phone from the Channels section of the dashboard. One agent, seven channels, one identity.

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