The phone channel is currently in Alpha state and not publicly available yet. Please reach out to your account manager if you want to test it.
You can find more information on requirements here, please read first:
Connect your phone number via SIP-Trunk
Learn in this tutorial how to set up your own AI Voice Agent for phone customer support. We guide you step-by-step to create an intelligent phone bot that handles calls naturally.
The calls are handled by one of your AI Agents in combination with your SIP provider. While you are technically able to have the same AI Agent handle phone and text-based conversations at the same time, we recommend to add a specific AI Agent to exclusively handle calls.
In addition to the requirements above, your organization has to confirm the "Data processing notice for voice agents" before voice agents can take calls. Voice agents are the AI Agents that answer your phone calls. If an AI Agent also handles text conversations, that part keeps working as before. If the notice changes, it has to be confirmed again; until then, phone channels take no calls (see the end of this page).
To confirm, your role needs "Edit" for "Chat settings". It also needs "Edit" for "Organizations", unless it is the Owner role. By default, the Owner and Manager roles meet both. Confirming applies to your whole organization; if your account has several organizations, each one confirms separately. If you cannot confirm, ask an operator whose role can, by default an Owner or a Manager.
Open Settings » Channels » Phone, as in the first step below. If you can confirm, the notice opens there by itself. It describes where the data of your voice agents is processed. Read it and click "Confirm and activate". The page then lists your phone channels. "Cancel" closes the notice without confirming. If nothing opens and the page lists your phone channels, your organization has already confirmed the notice. If the page shows "Voice agents not activated" instead, see the last section of this page.
First, create a new phone channel in your Lime Connect Dashboard.
- Navigate to Settings » Channels » Phone in your Lime Connect Account.
- Click the “+ Add” Button to create a new Phone Channel.
You can find explanations below the following screenshots (can be enlarged via double click):
General & Agent Configuration
The fields marked with an asterisk are required: "Channel name", "Phone number" and "AI Agent".
- Channel name: Enter a descriptive internal name for this communication channel (e.g., Testing Voice Channel or Main Support Line).
- Phone number: Enter the phone number associated with this voice channel, including the country code (e.g., +49 221 12345678).
- AI Agent: Select the specific AI Agent that will manage and answer incoming calls. Every AI Agent starts with a voice already chosen, so you can leave this as it is. To pick a different one, click the "Agent settings" button next to the select: it becomes active once an AI Agent is selected, and opens that agent in a new browser tab, on its "Voice" tab. The voice belongs to the AI Agent rather than to the channel, which is why this form has no field for it. It then applies to every phone channel this AI Agent answers.
- Primary call language: Choose the default language the AI Agent will use to open and conduct the conversation. This does not change the AI Agent's voice.
- Dynamically pick the language based on the caller’s country code: Toggle this on if you want the system to automatically match the call language to a supported main language derived from the caller’s country code. If no supported language matches the caller’s country code, the call uses your primary call language.
- Maximum call length (minutes): Define a time limit for how long a single support call can run before it automatically disconnects. If you leave the field empty, the limit shown as grey hint text inside the field applies. You can only enter a shorter value, never a longer one; a longer one is rejected when you save.
- End-of-call message: Type a custom closing statement for the AI to speak right before the call terminates at the maximum length. Leave blank to use the built-in system message.
- Message when AI Agent unavailable: Enter a fallback message (e.g., "We are not available at the moment. Please try again later") to be read to callers if the AI Agent cannot take the call.
SIP Trunking & Security Configuration
- SIP Trunk Address: Point your telecom/SIP provider to the provided URL to route inbound calls. Note that your provider must connect over TLS and send SRTP-encrypted media. Find more information here:
- SIP username: Enter the authentication username provided or required to secure your SIP trunk connection.
- SIP password: Enter the security password for your SIP trunking credentials. Leave blank if you are updating settings and want to keep your current password.
- Allowed SIP source addresses: Input the trusted IP addresses or CIDR blocks if you want to have an extra security layer to your setup. This ensures only your official provider can connect. (Note: Ranges wider than /8 for IPv4 or /29 for IPv6 are rejected for security reasons.)
What does "Voice agents not activated" mean?
Your organization has not confirmed the "Data processing notice for voice agents" yet. To fix it, click "Review notice" and confirm. If there is no button, ask an operator whose role can confirm, by default an Owner or a Manager.
Until the notice is confirmed, Settings » Channels » Phone shows the heading "Voice agents not activated" instead of your phone channels, and the following applies:
- Phone channels cannot be added or changed.
- Existing phone channels do not take calls. Callers hear the message saved in the channel under "Message when AI Agent unavailable" (see "General & Agent Configuration" above). A channel without one plays the built-in message for this case.
- The refused calls appear under Connect AI » Execution history » AI Agent with the reason "Data processing notice not confirmed".
- In Connect AI » Setups » AI Agent, the "Voice" tab of each AI Agent shows the same heading. The notice opens there by itself as well and can be confirmed there.
Once the notice is confirmed, the channels take calls again.
If you can confirm, the notice opens by itself on every visit to the page until it is confirmed. If you closed it with "Cancel", the "Review notice" button opens it again.