Set up a phone line, forward and keep your number

What it does

• Before the conversation: Twilper checks your opening hours and plays a phone menu if needed.
• During the conversation: the call goes to your call group, queue, AI receptionist or forwarding; outside opening hours to the AI assistant or voicemail.
• After the conversation: the call, any recording and the summary are in the shared inbox.

What you need

• A plan with phone service assigned. Until then you can already prepare the call route.
• No Twilio account: Twilper creates the technical connection for you.
• For a new number in some countries: a registration with the regulator with an address in the number's region.

Set up the line

1. 1

   Step 1: Check the progress

   Go to "Channels" > "Phone". "Phone setup progress" shows four steps: phone service for this plan, connection prepared, number connected and calling enabled.

   

2. 2

   Step 2: Choose or create a line

   Choose your line under "Phone lines" or click the button to prepare a new line.

   

3. 3

   Step 3: Choose the call handling

   Under "Call handling" choose between ringing a call group together (up to 10 numbers), a queue, the AI receptionist, a phone menu or forwarding. Fill in your "Opening hours", for example Mon-Fri 09:00-17:00; Sat 10:00-13:00, and choose what happens "Outside opening hours".

4. 4

   Step 4: Voices and announcements

   Choose the line's default language, the voice of the menu and the voice of the AI assistant, and optionally a voice per language. Click "Save routing".

5. 5

   Step 5: Check the preview

   "Call route preview" describes in plain words what a caller experiences. This preview doesn't call anyone.

   

Keep your existing number

1. 1

   Step 1: Choose how

   Under "Connect an existing number" choose between forwarding, porting and SIP / PBX.

   

2. 2

   Step 2: Forwarding

   Choose your current provider. For mobile, use the codes: **21*number# always, **61*number# when not answered, **67*number# when busy; ##002# switches everything off. For landlines and business lines, set it up in your provider's portal.

3. 3

   Step 3: Porting

   Fill in the form with current number, provider, contract holder and company registration number, optionally with a letter of authorisation and recent invoice (PDF, JPG or PNG up to 10 MB), and click "Send porting request". The Twilper team plans the switch with you.

4. 4

   Step 4: SIP / PBX

   Have your own phone system? Click "Request a SIP connection"; we'll get in touch.

Voices

Under the voice of the menu and announcements and the voice of the AI assistant, choose the voice and play a preview. "Voices per language" sets a voice per language. A human-sounding premium voice is a paid add-on per minute.

Rules and settings

• Missed-call follow-up: if someone hung up before getting help, the conversation appears with "Call back" in the inbox and your team gets a notification.
• Call recording: callers hear a notice first. You set the retention period for the whole workspace.
• Country codes for outgoing calls decide which countries you may call from the app (default +31).
• A line's AI behaviour follows the workspace, or you give the line its own settings (see AI behaviour).

Testing

• Call your number from your own phone, inside and outside opening hours, and check that the call appears in the inbox.

Common problems

• Phone service not assigned to this plan: ask Twilper to put phone service on your licence. Your settings are kept.
• "Check these destinations": the call group has no numbers or app members yet. Add them or switch on the team's apps.
• Forwarding doesn't work with a VoIP provider: GSM codes usually don't work there; set it up in your provider's portal.
• Your provider may charge forwarded calls as outgoing calls.