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Phone Numbers

What it's for

The Phone Numbers page shows every phone number connected to your workspace and which voice agent answers it. Your numbers are managed in your Retell account and copied (synced) into Voicent AI. On this page you can bring in new numbers, look up a number's details, and jump to Retell when you need to change something. The page is view-only: you can't edit a number's settings here.

View your phone numbers

  1. Click Phone Numbers in the sidebar.
  2. The left panel lists your numbers. Each entry shows the number, its label (if it has one), and the agent assigned to it.
  3. Click a number to open its details on the right. The first number is selected for you when the page loads.

A small cloud icon next to a number means it is synced from Retell. A red crossed-out cloud means the number was Removed from Retell.

Find a number

Type in the Search phone numbers box at the top of the list. The search matches the phone number, its label, or the assigned agent's name.

Sync numbers from Retell

New numbers you buy or change in Retell appear here after a sync.

  1. In the left panel header, click the cloud icon (Sync from Retell).
  2. Wait for the spinner to finish. You'll see Synced from Retell! when it's done.
  3. If you have no numbers yet, you can also click the Sync from Retell button in the middle of the page.

To reload the list without syncing, click the circular-arrow refresh icon next to the cloud icon.

Read a number's details

The details panel shows:

Section What you see
Header The number, a Synced from Retell or Removed from Retell badge, its ID (click the copy icon to copy the number), the provider, and an Active or Inactive badge.
Inbound Call Agent Call Agent: the agent that answers incoming calls. None (inbound disabled) means no agent answers. Also shows the Label and Fallback Action, if set.
Capabilities Badges for Voice, SMS, and Primary (the agent's main number).
Advanced Add-Ons Information about Retell add-ons: SMS, Verified Phone Number (helps stop your number showing as "Spam Likely"), and Branded Call (shows your business name as caller ID). Prices are listed on each card.

Change a number's settings

You can't edit numbers in Voicent AI. To change the agent, label, or add-ons:

  1. Select the number.
  2. Click Manage in Retell. Retell opens in a new tab.
  3. Make your changes in Retell.
  4. Come back and click Sync from Retell to bring the changes in.

If you have no numbers yet, use Open Retell Dashboard to get a number first.

Troubleshooting

  • "No phone numbers synced yet": Click Sync from Retell. If the list is still empty, check that your workspace is connected to Retell and that the account has numbers. See Twilio setup and Key concepts.
  • "Failed to load phone numbers": Click Try Again. If it keeps failing, reload the page.
  • A sync error shows under the header: The message explains what went wrong. Fix the cause (often a missing or wrong Retell connection) and sync again.
  • Removed from Retell: The number no longer exists in your Retell account. It still shows in the list, but you should check it in Retell.

Note

Numbers used for VoicePay are set up separately and don't appear on this page. That's expected. See VoicePay.