> For the complete documentation index, see [llms.txt](https://docs.eesel.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.eesel.ai/integrations/chat-surfaces/phone-calls.md). # Phone Calls An AI phone agent for your support line. eesel answers calls in the caller's language, looks things up while it talks, and transfers to your team when it can't help. eesel's phone channel puts your AI agent on your support line. It answers calls in the caller's own language, using the same instructions, skills and knowledge it uses in chat, and it hands the caller to your team when it can't help. Phone calls are available through the eesel team. [Contact us](https://eesel.ai/contact) and we will turn them on for your workspace and set up your number with you. ## What your agent does on a call * **It answers like it does in chat.** Your agent's instructions apply on the phone too, so there is nothing separate to write. It answers from your connected knowledge and can follow your skills. * **It looks things up while it talks.** It can search your knowledge and check things in a connected store, such as an order's status or a product's details, from Shopify, Magento, WooCommerce, BigCommerce, AfterShip or Recharge. * **It hands over when it can't help.** When the caller asks for a person, or the question is beyond it, your agent tells the caller and transfers the call to your team's number. With no transfer number set, it offers to have someone call them back instead. ## Before you start [Contact us](https://eesel.ai/contact) to turn on phone calls for your workspace. We set up a phone number for your agent, or you forward your existing support line to it. We also agree with you when a call should go to a person. Once phone calls are on, connect the number in one of two ways: ask your agent in chat, or connect it yourself from the Integrations page. Both end in the same place. ## Connect your number ### Connect in chat {% stepper %} {% step %} ### Ask your agent to connect phone calls Open the chat in your dashboard and ask your agent to connect the Phone calls integration. It checks that Phone calls is available to you.

The dashboard chat where the user asks to connect the Phone calls integration and the agent finds the Phone calls app among the integrations it can connect — Asking your agent to connect phone calls.

{% endstep %} {% step %} ### Give it your numbers Your agent asks for the number eesel set up for you, in international format, and an optional number to transfer callers to. Leave the transfer number out and your agent offers a call back instead of transferring.

The agent's reply asking for the phone number in international format and an optional transfer number, with suggested replies underneath — Your agent asks for the numbers it needs.

{% endstep %} {% step %} ### Confirm the connection Send the numbers. Your agent connects the line in the chat and confirms the number callers reach and where it transfers them.

The agent confirming Phone calls is live, listing the number callers reach and the transfer number, followed by a Phone calls connected event — Phone calls connected from the chat.

{% endstep %} {% endstepper %} ### Connect from the Integrations page {% stepper %} {% step %} ### Find Phone calls Open **Integrations**, search for phone, and click **Phone calls**.

The Integrations page searched for phone, with Phone calls listed under Popular integrations next to WhatsApp — Phone calls on the Integrations page.

{% endstep %} {% step %} ### Click Connect On the Phone calls page, click **Connect** at the top right.

The Phone calls integration page with a Connect button at the top right — The Phone calls page, with Connect at the top.

{% endstep %} {% step %} ### Enter your numbers Enter the number we set up for you and, if you want, the number to transfer callers to, both in international format. Click **Connect phone number**.

The Phone calls connect form with the Phone number and Transfer number fields filled in and a Connect phone number button — Connecting the number your agent answers.

{% endstep %} {% endstepper %} ## Check it worked Whichever way you connected, the number's page shows **Connected** with your number, and the left sidebar lists **Phone calls** under Integrations.

The Phone calls page in eesel marked Connected with the phone number, and Phone calls listed under Integrations in the sidebar — The number connected and answering for this agent.

## Pick a voice Further down the number's page, under **Configuration**, is the **Voice** setting, with a play button next to each voice so you can hear how it sounds over a phone line. Cedar is the default. A change applies from the next call.

The Configuration section of the Phone calls page, with the Voice setting set to Cedar (recommended) and a play button beside it — The Voice setting, with a play button to hear each voice.

Each number answers for one agent: the agent you connected it from. ## FAQ

Can I keep my existing support phone number?

Yes. Forward your existing line to the number we set up, and your agent answers calls to it. You don't need to change the number your customers already know.

What languages does the AI phone agent speak?

It answers in the language the caller speaks, so you don't need a separate number or agent per language.

Can the phone agent take actions like refunds or order changes?

No. On a call your agent only looks things up. Anything that changes data stays with your team. When a caller needs that, your agent transfers them, or offers a call back if you haven't set a transfer number.

How long can a call last?

Up to 30 minutes. After that the call ends.

Where can I listen to or read past calls?

Every call is in your agent's **Activity**, with the full transcript.

## Related pages * [Helpdesk](/use-cases/helpdesk.md) for the customer-facing work your agent does after a call * [E-commerce Sales Rep](/use-cases/e-commerce-sales-rep.md) for the order and product lookups it can do while it talks * [Channels](/integrations/chat-surfaces.md) for the other places customers talk to your agent * [Actions and Approvals](/instructions-and-memory/actions-and-approvals.md) for choosing what your agent may do * [Set up from Claude Code or the terminal](/getting-started/set-up-from-a-coding-agent.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.eesel.ai/integrations/chat-surfaces/phone-calls.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.