Your customers don’t always want to type — sometimes they just want to call. With the Phone Calls (Twilio) integration, your Easy-Peasy.AI agent can answer a real phone number, speak naturally, and resolve questions from your knowledge base — 24/7, in a voice conversation that feels human. In this guide, we’ll walk you through the whole setup, from creating a Twilio account to making your first call. It takes about 10 minutes, and no code is required.
What Is the Twilio Voice Integration?
Twilio is a popular service that lets you rent real phone numbers and route their calls to apps. The Easy-Peasy.AI voice integration connects one of your Twilio numbers directly to your AI agent.
When someone dials the number, your agent picks up, greets the caller, and holds a natural spoken conversation. It listens with real-time speech recognition, answers with lifelike text-to-speech, and — just like a human agent — it can be interrupted mid-sentence when the caller wants to jump in.
The best part: your agent answers from the same knowledge base you already trained it on. Whatever your bot knows in chat — your docs, policies, product catalog — it now knows on the phone too.
Why Give Your AI Agent a Phone Number?
- Support around the clock — callers get instant answers at 2 AM, on weekends, and on holidays
- No missed calls — the agent never puts anyone on hold and handles every call at once
- Accessibility — many customers prefer a quick call over typing, especially on mobile
- One brain, every channel — the same agent that runs your website chat, WhatsApp, and Slack now answers the phone with consistent answers
- Own your costs — the number lives in your own Twilio account, so telephony pricing is transparent and yours to control
What You’ll Need
- An Easy-Peasy.AI account on a paid plan, with a bot you’ve already created and trained
- A free Twilio account (a trial account works for testing)
- A voice-capable phone number in that Twilio account (US local numbers cost around $1.15/month)
How to Connect Twilio Phone Calls to Your Bot (Step-by-Step)
Step 1: Get Your Twilio Account SID and Auth Token
Sign in to the Twilio Console. Right on the home page, under Account Info, you’ll find two values:
- Account SID — starts with
AC - Auth Token — click the eye icon to reveal it
Keep this tab open — you’ll paste both values into Easy-Peasy.AI in a moment.
Step 2: Buy a Voice-Capable Phone Number
In the Twilio Console, go to Phone Numbers → Manage → Buy a number. Make sure the Voice capability is checked, pick a number you like, and complete the purchase. On a trial account, the cost comes out of your free trial credit.
Already have a business line? You can port it into Twilio later, or simply forward your existing number to your new Twilio number — the agent will answer either way.
Step 3: Enable Twilio’s AI Features Addendum
This step is easy to miss, and without it calls will disconnect right after they start. Twilio requires a one-time opt-in before AI voice features work on your account:
- In the Twilio Console, go to Voice → Settings → General
- Scroll to the bottom to Predictive and Generative AI/ML Features Addendum
- Select Enabled, then click Save
Step 4: Connect the Number in Easy-Peasy.AI
Now switch to Easy-Peasy.AI. Open your bot, go to the Integrations tab, and click Connect on the Phone Calls (Twilio) card.
Fill in the form:
- Account SID — paste it from the Twilio Console
- Auth Token — paste it from the Twilio Console
- Twilio phone number — in international format, e.g.
+13345550123 - Welcome greeting — what the agent says when it answers, e.g.
Hi, this is Alex from Acme. How can I help? - Language — a code like
en-US,en-AU, orde-DE(defaults toen-US)
Click Save. Easy-Peasy.AI verifies your credentials, finds the number in your Twilio account, and configures its voice webhook automatically — there’s nothing to set up on the Twilio side.
Step 5: Call Your Agent
That’s it — dial your Twilio number. You’ll hear your welcome greeting, and then you can talk to your agent like you would to a person. Ask it something from your knowledge base, interrupt it mid-answer, change topics — it keeps up.
On a Twilio trial account, two things to know: Twilio plays a short trial message first and asks you to press any key before the call connects — if you don’t press a key, the call ends. And trial accounts only accept calls from the phone number you verified during Twilio signup. Upgrading your Twilio account removes both restrictions.
How It Works Behind the Scenes
When a call comes in, Twilio streams the caller’s speech to Easy-Peasy.AI as text in real time. Your agent runs the same retrieval pipeline it uses in chat — searching your knowledge base and answering with your chosen AI model — and streams its reply back, where it’s spoken aloud with natural text-to-speech.
Voice conversations are automatically tuned for the phone: the agent keeps answers short and conversational, skips links and formatting that only make sense on a screen, and remembers the context of the call so follow-up questions work naturally.
Tips for a Great Voice Agent
Write a greeting that sets expectations
A good greeting tells callers who they’re talking to and what the agent can do: Hi, you’ve reached Acme support. I can help with orders, shipping, and returns. What can I do for you?
Keep your knowledge base current
The agent only knows what you’ve trained it on. If callers will ask about opening hours, pricing, or return windows, make sure those are in your bot’s sources — and retrain after big changes.
Match the language to your callers
Set the Language field to your callers’ locale (for example en-AU for Australia) so speech recognition and the voice both sound right.
Test like a customer
Call your own number and ask the five questions your customers ask most. If an answer misses, add the missing information to your knowledge base or sharpen your bot’s instructions.
Frequently Asked Questions
How much does it cost?
Twilio bills your Twilio account for the phone number (around $1.15/month for a US local number) and per-minute call charges. On the Easy-Peasy.AI side, voice answers count toward your plan’s usage just like chat messages — there’s no separate per-call fee.
Can callers interrupt the agent?
Yes. The conversation is fully interruptible — callers can start speaking while the agent is mid-sentence, and it will stop and listen, just like a person would.
Which languages are supported?
You can set the call language with a standard locale code (like en-US, de-DE, or fr-FR). Speech recognition and the agent’s voice follow the language you choose.
Can I use one phone number for multiple bots?
No — each phone number connects to exactly one bot, so calls always reach the right agent. You can, however, connect different numbers to different bots.
My call disconnects right after the greeting. What’s wrong?
The two most common causes: on a trial account you must press a key during Twilio’s trial message, and the AI/ML Features Addendum (Step 3) must be enabled in your Twilio voice settings. Check both and call again.
Do I need to configure webhooks in Twilio?
No. When you save the integration, Easy-Peasy.AI points your number’s voice webhook at the right place automatically. If you later reconnect with a different number, the new number is configured the same way.
Give Your Agent a Voice Today
Phone support used to mean staffing, queues, and opening hours. Now it means training an agent once and letting it answer every call — instantly, in a natural voice, with answers grounded in your own content.
Create your AI agent, connect your Twilio number in the Integrations tab, and give your customers a phone line that never sleeps.
