How It Works
Each phone number in Alta can be connected to one AI assistant.
Once an assistant is assigned to a phone number:
Any inbound call to that number is routed directly to the assigned assistant
The assistant responds in real time using the script, voice, and knowledge base you configured
Call recordings, transcripts, and summaries are saved automatically
Your team can review the call later from the Calls section
Before You Start
Before assigning an assistant to a phone number, make sure:
The phone number is active and fully connected to Alta’s call provider
The assistant is already created and configured
The assistant has the correct voice, script, and knowledge base
The phone number has Voice enabled under its capabilities
Step 1: Go to Phone Numbers
From your Alta workspace, go to:
Settings → Phone Numbers
This is where you can view, manage, and configure your phone numbers.
Step 2: Select or Import a Phone Number
You can either use an existing phone number or import a new one.
Option 1: Select an Existing Phone Number
Click the phone number you want to configure from the list.
Option 2: Import a New Phone Number
Click Import a phone number to add a new number.
Note: Importing a phone number requires Twilio credentials.
Step 3: Assign an Assistant
Once you are inside the phone number’s configuration page, go to the Inbound Settings section.
Then:
Find the Assistant dropdown
Select the assistant you want to assign to this phone number
Click Save configuration
After saving, inbound calls to this phone number will be handled by the selected assistant.
Important Note About the Assistant Dropdown
The Assistant dropdown may appear disabled if the phone number has not been fully connected to the call provider.
If the dropdown is grayed out, check that:
Your Twilio credentials are valid
The phone number was imported successfully
The number is active and fully connected
Step 4: Confirm the Number’s Capabilities
Under the Capabilities section, make sure Voice is enabled.
This allows the phone number to receive calls.
Depending on the number’s supported features, you may also be able to enable:
SMS
MMS
WhatsApp
For inbound calling, Voice must be checked.
Changing the Assigned Assistant
You can change the assistant assigned to a phone number at any time.
To change the assistant:
Go to Settings → Phone Numbers
Select the relevant phone number
Go to the Inbound Settings section
Open the Assistant dropdown
Select a different assistant
Click Save configuration
The new assistant will now handle inbound calls to that number.
Removing an Assistant from a Phone Number
To remove an assistant from a phone number:
Go to Settings → Phone Numbers
Select the relevant phone number
Go to the Inbound Settings section
Clear the assistant selection from the dropdown
Click Save configuration
Once removed, inbound calls to that number will no longer be handled by an AI assistant.
Best Practices
Use One Assistant Per Phone Number
Each phone number can only have one assigned assistant at a time.
If you need different assistants for different use cases, use separate phone numbers.
For example:
One number for inbound sales calls
One number for customer support
One number for event or campaign-specific inquiries
Build the Assistant Before Assigning It
Before connecting an assistant to a live phone number, make sure the assistant is fully configured.
Check that it has:
The correct voice
A clear script
Relevant knowledge base content
The right conversation flow
Proper handling instructions for common questions
Use a Friendly Name for Each Number
Use the Phone number friendly name field to label your phone numbers clearly.
For example:
Inbound Sales Line
Support Line
Demo Request Line
WhatsApp Follow-Up Number
This helps your team quickly understand what each number is used for.
Test Before Going Live
Before sharing the phone number externally, place a test call.
During the test, confirm that:
The assistant answers the call
The assistant uses the correct voice
The conversation follows the expected script
The assistant responds correctly to common questions
The call recording, transcript, and summary are saved
Frequently Asked Questions
What happens if no assistant is assigned to a phone number?
Inbound calls to that number will not be handled by an AI assistant.
To make sure calls are answered automatically, assign an assistant to every active inbound phone number.
Can I assign the same assistant to multiple phone numbers?
Yes.
The same assistant can be assigned to more than one phone number.
This is helpful if you want the same assistant to answer calls from multiple inbound lines.
Can one phone number have multiple assistants?
No.
Each phone number can only have one assistant assigned at a time.
If you need multiple assistants for different use cases, use separate phone numbers.
Where can I review inbound calls?
You can review all inbound calls from the Calls section in Alta.
Each call includes:
Call recording
Full transcript
AI-generated summary
Call details
Why is the Assistant dropdown grayed out?
If the Assistant dropdown is grayed out, the phone number has not been fully connected to Alta’s call provider.
To resolve this, check that:
Your Twilio credentials are valid
The number was imported successfully
The number is active
The number is connected correctly to Alta