What is the Telephone Agent?
The Telephone Agent gives your business a dedicated phone number that handles incoming calls — either by letting AI answer autonomously or by forwarding the call to you or a team member. You get a real phone number (US or Germany) that callers dial directly, and you can see active calls on your screen in real time.
Two ways to use it
AI answers the call
In this mode, the AI agent picks up, plays your greeting message, and handles the entire conversation. It listens to the caller, understands their question, and responds using the knowledge you've given it — your uploaded documents and approved FAQs. It speaks in the voice and style you choose and can handle the call entirely on its own, 24 hours a day.
If the caller needs a real person, the agent can forward the call to a team member's phone number. The team member gets a brief announcement of who's calling and can accept with a single keypress.
You answer the call
In this mode, the AI does not speak. When a call comes in, it is forwarded directly to you or your team. While on the call, you can put the caller on hold, forward the call to someone else, or browse Wysor freely — check your Knowledge Base, look up information, or use any other feature without interrupting the conversation. If the caller consents to recording, the AI records and transcribes everything in real time.
After the call ends, the agent generates a structured summary with key points, decisions, and action items — all saved automatically to your call history. This is useful for meetings, interviews, or any call where you want a human on the line but still want automatic notes.
You can switch between modes at any time from your agent settings.
Setting up your agent
Voice and greeting
When AI answers your calls, you choose how it sounds. Pick from 30 natural-sounding voices — male and female — and preview each one before deciding. Set the speaking style to friendly, calm, professional, or energetic. Your greeting message is what callers hear first, so make it clear and welcoming.
If you disable incoming calls temporarily, you can set an away message that plays instead.
Knowledge and FAQs
The agent answers callers based on what you teach it. Upload documents (PDFs, Word files) or add website URLs, and the agent will learn from them. You can also create FAQs manually or let the AI generate them from your documents — review and approve them before they go live.
The agent only uses approved FAQs and your uploaded knowledge to answer questions. It will not make things up or use general knowledge.
Personality
Write a custom prompt to define how your agent should behave — its tone, the topics it should focus on, any specific instructions for handling callers. This is where you shape the agent's character to match your business.
Call forwarding
Enter the phone number of the team member who should receive calls. In "you answer" mode, all calls go directly to this number. In AI mode, the agent can forward calls here when the caller asks to speak with a person. Your team member gets a brief announcement and accepts with a single keypress.
Live call controls
When a call is active, a banner appears on your screen showing the caller's number and how long the call has been going. From this banner, you can:
- Hold — Put the caller on hold (they hear hold music) while you check something.
- Resume — Take the caller off hold and continue the conversation.
- Transfer — Move the call to a different phone number.
- End call — Hang up and close the call for all parties.
The banner appears on any page in Wysor, so you always know when a call is happening.
Collecting caller information
You can configure the agent to collect specific information from callers during the conversation — their name, email, phone number, or any custom questions you define. This information is saved as an inquiry, which you can review, mark as handled, or archive from your agent dashboard.
Call history and transcriptions
Every call is logged in your call history with the caller's number, duration, and timestamp. When the caller consents to recording, a full transcript is saved as well. In "you answer" mode, calls also include an AI-generated summary with key points, decisions, and next steps.
You can search and filter your call history by date, and expand any call to read the full transcript.
Security
The Telephone Agent includes built-in protections to keep your line safe:
- Blocked numbers — Manually block any caller. The agent will reject their calls automatically.
- Rate limiting — Callers are limited to a reasonable number of calls per hour and per day. If someone exceeds the limit, they are blocked automatically.
- Anonymous caller rejection — Calls from hidden or blocked numbers are declined with a message asking the caller to enable their caller ID.
- Allowed callers — Add trusted numbers (your own team, for example) that bypass rate limits entirely.
Shared phone agents for organizations
If you are part of an organization, an owner or admin can buy a phone number for the entire team. The phone agent becomes shared — all members can see call history, transcripts, and inquiries. Whether you use AI mode or human-answers mode, incoming calls that need a real person are routed to team members in priority order instead of a single forwarding number.
This is useful when your business has a main phone line that multiple people need to answer. The admin sets up the routing list, assigns priorities, and all billing goes through the organization's account.
For a full guide, see Shared phone agents for organizations.
Billing
The Telephone Agent has a simple pricing structure:
- One-time setup — A one-time fee when you get your phone number.
- Monthly fee — A small monthly subscription to keep your number active.
- Per-minute usage — You pay for the minutes your agent is on a call. You can track your usage and costs in the Billing tab of your agent settings.
For organization phone agents, all costs are billed to the organization's payment method — individual members are never charged.
If you cancel your subscription, your phone number is released and becomes available for others. You can always set up a new number later.