How to get an AI voice agent answering your phone

The phone still rings, and half the time nobody can pick it up. Callers hit voicemail, wait on hold, or hang up and try a competitor. Plenty of customers would rather talk than type, and every missed call is a booking or a sale walking away.

An AI voice agent answers every call in natural speech, 24/7. It runs on the same knowledge as your chat widget, so it answers questions, books appointments, and captures details by voice, then hands off to a human when the call needs one.

What you'll need

• A Supportweave workspace (set up during your demo)
• A trained chatbot, the same one that answers your other channels
• A Twilio account with a voice-capable phone number you own

Step 1: Have your agent trained

Your voice agent is only as good as what it knows. In Supportweave, crawl your website, upload your docs, or add FAQs so the agent can answer from your own content and say ‘I don’t know’ instead of guessing. Our training guide walks through it. Do this once and the same brain answers on the phone, chat, WhatsApp, and everywhere else.

Step 2: Get your webhook URL from Supportweave

In the dashboard, go to your chatbot → Channels tab and pick the phone or voice channel. Choose the chatbot that should answer calls. Supportweave gives you a webhook URL. Copy it, you’ll paste it into Twilio in the next step.

Step 3: Point your Twilio number at the webhook

Head to twilio.com and buy or select a voice-capable phone number.

1. 1In the Twilio Console, go to Phone Numbers → Manage → Active numbers.
2. 2Click the number you want the agent to answer.
3. 3Scroll to the Voice configuration section.
4. 4Under "A call comes in", choose Webhook.
5. 5Paste the webhook URL from Supportweave.
6. 6Set the method to HTTP POST.
7. 7Click Save.

That’s the whole connection. Twilio now routes every inbound call on that number to your agent.

Step 4: Keep your published number

You don’t have to hand out a new Twilio number. Set up carrier call forwarding on your existing business line so calls forward to the Twilio number. Customers keep dialing the number they already know, and the AI agent answers behind it.

Step 5: Place a real test call

Call the number yourself. Ask a question your knowledge base covers and listen to the agent answer out loud. Try booking a time or leaving your details to see it capture a lead by voice.

Then open the unified inbox in Supportweave. The call appears tagged as a voice conversation, with the full transcript so you can read exactly what was said. Every channel lands in the same inbox, so phone calls sit right next to chat and WhatsApp threads.

Take it further

• Let the agent capture and qualify leads on calls that come in after hours
• Have it book and reschedule appointments straight from the conversation
• Set up a warm transfer so complex calls hand off to a human with full context
• Turn on the same agent for WhatsApp, Messenger, SMS, and email, no extra training
• White-label the whole thing so it’s your brand answering, not ours

Your phone line stops being a bottleneck and starts working around the clock. See what it does on the voice channel page, or book a demo to hear the voice agent handle a call for your business.