Manage a number

Channels → Phone / Voice is where each of your numbers lives. Pick a number, then choose the agent that answers it and how that agent sounds on it: the call language, the opening line, the engine, the voice and recording. Every setting belongs to that one number. A second number in the same workspace keeps its own.

Who can use it: owners and admins. The Channels section of the sidebar is shown to admins and owners only, and the page's data is admin-only on the server, so a member who opens the link sees We couldn't load your numbers. Requesting, attaching and releasing numbers are refused for members too. The phone channel needs the Starter or Growth plan; on Free the page shows Give your agent a phone number with an upgrade link instead. A Free workspace that already owns a number keeps access to it.

To get a number in the first place, see Get a phone number.

The page at a glance #

The page has two columns.

The Numbers rail on the left lists every number in the workspace with a coloured dot, the number, and the agent that answers it (or the line's state). Under the numbers, dashed rows show requests that are still on their way: Under review, Setting up, or the reason a request was not approved. They are not selectable, because there is nothing to configure until the number is real. The header counts both: 2 numbers · 1 in progress. The + button and the link at the foot, Already have a number on the Amomic platform? Add it, are covered in Get a phone number.

The selected number on the right has a header card and four tabs.

The number and the tab are part of the address, so you can bookmark or share one: /channels/phone?number=918047182290&tab=voice. The tab values are overview, voice, outcomes and number.

Line states #

Every number is in exactly one state. The first match in this list wins.

Overview: is the number ready? #

The Overview tab starts with the one thing to do next, when there is one:

• No agent answers this number, with Choose agent, which opens Agent & voice.
• {Agent} is paused on this number, with Resume. Its settings are kept. Turn it back on and the next call is answered.
• This number isn't ready for an agent when the line is Needs setup.

Readiness lists everything a call needs, with a tick or a dashed circle for each: Phone number (Active and routed to Amomic), Answering agent, Opening line (quoted in full) and Voice (engine, language, and recorded when recording is on).

Try it is the check worth doing after every change: call the number from your own phone. You hear the opening line, talk to the agent the way a caller would, and the call then appears on Calls with its transcript, and its recording when recording is on. The card has the number with a copy button.

Choose the agent that answers #

Switching to a different agent #

Choosing another agent and saving swaps it in as one step. The new agent takes over in the same moment the old one stops, so the line is never left with nobody on it. A call already in progress finishes with the agent that answered it. Before you save, the card warns: {old agent} stops answering here when you save. The number keeps its language, engine, voice and recording.

What carries over to the new agent:

• Kept: call language, opening language, engine, voice, office sound, hesitations, recording and recording notice. These belong to the line.
• Kept, unless it names the old agent: the opening line. If it mentions the previous agent's name (its full name, the part before a role such as "Priya — Support", or its first word), it is replaced with Hello! You're speaking with {new agent}. How can I help you today? Read it before you save.
• Kept: the number's questions for callers on the Outcomes tab.

Pause, resume and stop answering #

• Pause answering (top right of step 1, on a live line) stops the agent answering and keeps all its settings. The toast says Paused. Calls to this number aren't answered until you resume.
• Resume on the Overview tab turns it back on: Answering again — the next call is picked up. Saving on a paused number also turns answering back on, and the tab warns you: Paused. Saving turns answering back on.
• To take the agent off the number, choose No agent. The save button becomes Stop answering.

A number with no agent, or a paused one, does not answer: the call is refused before it is picked up, and no call record is created. See How voice works.

How it sounds on this number #

These settings appear once an agent is chosen. They are listed in the order the form shows them, because the first one decides what the second can offer.

A new number with no agent yet starts at English only, or at Hindi + English when the agent's own language is Hindi + English. Its opening line starts as Hello! You're speaking with {agent}. How can I help you today? Recording starts off.

Opening line #

Write one or two short sentences. It is spoken, not read, and a long greeting is a long wait before the caller can talk. The line is spoken exactly as written, in the voice of the opening language. The counter under the field reads {n}/500 · spoken in {language} to remind you which language that is.

You cannot save an empty opening line (Write an opening line the caller will hear.), because a call that opens with silence sounds like a dropped call.

Generate with AI writes one short line for you from the answering agent's knowledge base and puts it in the field. If the agent has knowledge, the toast says Written from this agent's knowledge base — edit it to taste. If it has none, the line is generic and the toast says Written without a knowledge base — add knowledge for a greeting about your business. Nothing is generated during a call: the caller always hears a line you saved.

Translate. When you change Greet callers in, the form offers to translate the line you already have:

Translate rewrites it in the new language (Translated to {language} — read it once before you save.). Keep as written leaves it alone. If you edit the line by hand, the offer goes away.

Conversation engine #

Pick by listening. Save, call the number, and try another engine if the call does not sound the way you want.

Voice #

On Support desk you choose one of six voices. Each has a play button with a sample recorded through the same phone line and office room a caller hears.

The agent speaks as the voice you pick, and its Hindi uses matching grammar: a man's voice never refers to itself with feminine words, and the other way round. So give the agent a name that fits the voice. When you save on Support desk, the console checks the agent's name. If it clearly reads as the other gender from the voice, a dialog asks: "{agent}" sounds like a man's name (or a woman's). Change now saves and then opens the agent's Persona tab so you can rename it. Skip saves and keeps the name. Either way your voice choice is saved; the check never blocks a save.

A number saved before the six voices existed shows Meera for a female voice and Vikram for a male one, which is what its calls already used. Saving writes that choice onto the number.

On Standard and Expressive there is one house voice, Amomic-AI default voice: Warm Indian-English delivery, tuned for support.

Office background sound and room level #

On Support desk, Office background sound plays a soft call-centre murmur behind the voice, so the call sounds like it comes from a real desk. It is on by default. Turn it off for a clean, silent line. Room level sets how busy the room sounds, from Hushed to Bustling. Numbers that had the room before the slider existed play at Busy.

Natural hesitations #

Natural hesitations makes the agent now and then rephrase itself mid-sentence, or pause on a small "hmm", the way a person on the phone does. It never happens inside numbers, apologies or the greeting. It is off by default and is not offered on Expressive.

Recording and the recording notice #

Record calls keeps an audio recording alongside the transcript. It is off by default. When it is on, choose how callers are told:

The notice is information, not a consent step: the caller cannot opt out except by hanging up. Whether recording a call is lawful for your use is your decision. See Recording.

Call length #

A call is ended after 10 minutes with the outcome max_duration (Time cap on the Calls page). There is no setting for this in the console. If you see many Time cap calls, read their transcripts: the agent is usually not reaching a conclusion.

Saving #

The bar at the bottom of the tab says where you are:

• Unsaved changes. Calls in progress finish on the old settings.
• Saved. Every change is kept as a new deployment you can roll back.

Each save creates a new deployment on the number and makes it the active one, so the settings a past call used are on record. A call that is already in progress keeps the settings it started with. The next call uses the new ones: Saved — the next call uses these settings.

The console has no button to restore an earlier set of number settings. To go back, set the fields to their old values and save again.

You can edit the same settings from the agent's side: Agents → {agent} → Deployments → Voice settings on its phone deployment. Both places write the same record.

Number tab #

Number details shows the Number (with a copy button), its Status, and In this workspace since. Delete number sends a deletion request; see Delete a number.

Troubleshooting #

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