Receiving Calls

How it works

Twallia gives you a dedicated phone number. When anyone calls that number, your AI teammate answers instantly — no hold music, no missed calls. It can greet callers, answer questions about your business, and book appointments directly in your calendar.

Setting up your phone number

1. Go to Portal → Phone & Routing in the left sidebar. Your assigned phone number is shown at the top — share this with your customers.
2. Set the Call Mode: choose whether the AI answers first or a human answers first.
3. Set a Max Call Duration (in minutes) to cap how long a single call runs.

Already have a business number? Forward it to your Twallia number — the system automatically detects forwarded calls and uses the original caller's number for identification.

Human-first routing

If you'd rather a human answer first and only hand off to the AI when unavailable, enable Human First in Phone & Routing — you can ring your own device, or connect a SIP softphone. See the Human First Routing & Zoiper setup guide for step-by-step instructions.

Agent Profile (AI Setup)

The Agent Profile is the brain of your AI voice teammate. It tells the agent your business name, what services you offer, your locations, and how to speak to callers. The richer the profile, the more accurately the agent represents your business.

Auto-setup from your website

1. Go to Portal → Tenant Profile.
2. Enter your website URL and click Scrape Website — Twallia scans it and fills in your services, hours, locations, and contact info automatically.
3. Review the populated fields, make corrections, and click Save.

Editable fields

• Company Name & Website — your business name and public URL.
• About — a short description used by the agent to introduce your company.
• Services & Categories — what you offer, and how it's grouped.
• Locations & Addresses — physical store or office locations.
• Custom Prompt — advanced: write your own instructions for the agent's tone and behaviour.

The agent only discusses topics listed in your profile — it politely declines unrelated questions and steers callers back to your services, keeping conversations focused and professional.

Office Hours

1. Go to Portal → Settings → Office Hours.
2. Toggle each day of the week on or off, and set a Start Time and End Time for active days.
3. Click Save.

The agent only offers appointment slots within your configured hours — days toggled off are unavailable for bookings. Office hours use your configured timezone (Settings → General), so double-check it's correct, especially if you book clients across time zones.

Language Settings

Twallia detects the configured language for your business and greets callers in that language from the very first word.

Set your preferred language under Portal → Settings → General. If a caller speaks a different language, the agent politely explains it can only assist in your configured language.

Calendar Integration

1. Go to Portal → Integrations → Calendar.
2. Choose your provider and click Connect to complete the login.
3. Once connected, your calendar status shows as Connected.

Once connected, your agent checks real-time availability before offering slots, blocks existing events automatically (no double-bookings), and keeps rescheduled or cancelled appointments in sync.

Appointment Booking

When a caller asks to book, the agent looks them up by phone number, checks your calendar for slots within office hours, confirms the details, and creates the booking — sending an SMS and/or email confirmation if the customer has opted in.

What the agent can do

• Book — check availability and create a new appointment.
• Reschedule — move an existing booking to a new time.
• Cancel — cancel a booking and notify the customer.
• List appointments — tell a caller their upcoming bookings.

Your agent never confirms a booking unless the calendar backend actually returns success — if something goes wrong, it tells the caller honestly rather than giving a false confirmation.

Chat Widget

1. Go to Portal → Integrations → Chat Widget and copy the embed code shown.
2. Paste it into your website's HTML just before the closing </body> tag.

The chat bubble appears immediately, using the same Agent Profile as your phone teammate — answering visitor questions, capturing leads, and saving them to Portal → Customers automatically, with a summary sent to you via SMS at the end of each chat.

Transcripts & Call History

Go to Portal → Transcripts to see every call and chat with timestamps. Each transcript includes the full conversation plus an AI-generated summary (overview, customer intent, and any next steps identified).

For usage and cost breakdowns per call, see Portal → Call Sessions.

Customer Records

Customer records are created automatically the first time someone calls or submits a lead through the chat widget — storing name, phone number, email, preferred language, and SMS/email opt-in status. Browse or search your list under Portal → Customers.

When a known customer calls back, the agent recognises them by phone number and greets them by name — a personalised experience with no extra setup.

Integrations

Have an integration request? Contact support and we'll prioritise the tools your business needs most.

Billing & Usage

Go to Portal → Billing to see your current plan and subscription status — upgrade, downgrade, or cancel from the same page.

For a detailed usage breakdown per call (duration, phone cost, AI cost, SMS cost), check Portal → Call Sessions.

Account Settings

Your timezone affects office hours, appointment slots, and every timestamp shown throughout the portal — set it correctly under Settings → General, especially if your customers are in a different time zone.