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Once a phone number is connected to your project, incoming calls are automatically routed to your agent.

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How it works

When someone calls your connected phone number, Voiceflow routes the call based on how the number is configured:
  • Assigned to an environment: every call goes to that environment, using either its Published (live) version or its Draft, depending on which you picked when assigning.
  • Unassigned: calls follow the traffic split configured in Settings → Environments, just like web chat sessions and API conversations.
To change a number’s assignment, click the environment label next to the number in the Phone numbers tab. See Routing calls to an environment for the full flow.
Phone Env Change

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Caller identification

When a call comes in, the caller’s phone number is automatically set as the user_id variable. This lets you identify returning callers and personalize conversations based on their information.

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Testing draft changes by phone

While you’re working on a change, point a non-production phone number at the environment’s draft version. Calls to that number use your unpublished work, so you can dial in and verify the change yourself before publishing. A phone number that real callers use should never be pointed at a draft.

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Testing changes with real callers

When you want to validate a change against Main using real call data, use a traffic split. Clone Main, make and publish your change in the new environment, then route a small percentage of phone traffic to it. Compare the results in Analytics and Transcripts, and once you’re confident, merge the environment back into Main.