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Step 2: Twilio and phone numbers

Your agents need a phone number to answer and place calls. In Voicent, phone numbers come from your workspace's Retell AI account. Retell can sell you a number directly, or you can bring a number you already own in Twilio. Either way, the number shows up in Voicent after a sync.

Before you start

  • You need a Retell AI account for this workspace.
  • If you want to use an existing Twilio number, have your Twilio account login ready.
  • To connect a new workspace to Retell, you need the Admin role.

Where do I enter my Twilio details?

You do not enter Twilio credentials in Voicent. The onboarding wizard's Twilio Setup step shows Account SID, Auth Token, Phone Number, and Verify Twilio Connection, but it does not save anything. Connect Twilio numbers in the Retell dashboard, then sync them into Voicent as described below.

1. Get a number in Retell

  1. Sign in to the Retell dashboard.
  2. Buy a new phone number, or import a number from your own Twilio account.
  3. Assign the number to the agent that should answer inbound calls. If you have not built an agent yet, come back to this after Step 5.

2. Connect your workspace to Retell (Admins)

Skip this if your workspace already shows a Retell Connected badge on the Voice Agents page.

  1. In the sidebar, under Administration, click Workspaces.
  2. Click Connect Retell Workspace.
  3. Paste your key into Retell API Key. You find it in the Retell dashboard under Settings > API Keys.
  4. Click Test Connection. Wait for the message that says Voicent connected and found your agents.
  5. Choose the Workspace owner, then enter a Workspace Name. Voicent fills in the Slug for you. Add a Description if you like.
  6. Click Connect & Sync. Voicent brings in your agents and phone numbers.

3. Sync and check your numbers

  1. In the sidebar, click Phone Numbers.
  2. Click the cloud button (Sync from Retell) at the top of the number list. When it finishes, you see Synced from Retell!
  3. Click a number to see its details: the Call Agent that answers it, its Label, and its Capabilities (Voice, SMS).

If Call Agent says None (inbound disabled), nobody answers that number yet. Assign an agent to it in Retell, then sync again.

Tip

Phone numbers are read-only in Voicent. To change a number, click Manage in Retell, make the change, and sync again.

4. Keep numbers up to date automatically

  1. Go to Settings and open the Retell Sync tab.
  2. Turn on Enable Auto-Sync.
  3. Choose a Sync Interval, for example Every 15 minutes.

Voicent then syncs agents, calls, and phone numbers on that schedule. Click Sync Now any time you want an update right away.

Optional: turn on text messages

  1. In the sidebar, click SMS Setup.
  2. Under Chat Agents, click Link SMS next to your voice agent.
  3. Under Phone Numbers, choose the chat agent for a number and turn on the SMS switch.

Learn more

What's next

Give your agent something to talk about: Step 3: Knowledge base.