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Phone numbers

Bring your own number

Use phone numbers from your Twilio account or SIP trunk with your receptionist.

Connect your own telephony provider to use numbers you already own, get numbers in countries Reception.ai does not offer, or send SMS from your own number. Reception.ai supports Twilio and SIP trunks.

Numbers you bring don’t count toward your plan’s phone number limit. Both integrations are available on every plan.

Below an active Premium plan, a number you bring has to match Country on the business page in the sidebar. When Country is not set, it is treated as the United States. Adding a number from another country is refused: “This number is from a different country than your business. Change your business country first, or upgrade to Premium to use numbers from other countries.” An active Premium plan can bring numbers from any country. Numbers already saved are left as they are.

Changing Country is refused while an ElevenLabs number from another country is still on the account: “Your business country has to match the country of your ElevenLabs phone numbers. Release ElevenLabs’s phone numbers from other countries first.” Below Premium, numbers you brought from another country block the change too: “Your business country has to match the country of the phone numbers you brought. Remove numbers from other countries first, or upgrade to Premium to use numbers from any country.”

Twilio

Connect your Twilio account

1

Open the Twilio integration

Go to Integrations, select Add integration, and choose Twilio.

2

Enter your credentials

Enter your Twilio Account SID (starting with AC) and Twilio Auth Token, both found in the Twilio Console. Select Enable.

To rotate your Auth Token later, edit the integration and use Rotate Auth Token (optional).

Add a Twilio number to a receptionist

  1. Go to Receptionists and select the Phone tile.
  2. Choose a number from Select a Twilio number, then select Add.

Reception.ai updates the number’s voice and SMS webhooks in Twilio to route calls to your receptionist. If your Twilio account has no numbers, buy one in the Twilio Console first.

Turn on Enable inbound SMS to route texts sent to the number to Reception.ai. This is required to process replies such as STOP.

Twilio numbers also enable SMS sending, transfer settings, and transfers outside the US.

SIP trunk

Use a SIP trunk to connect numbers from another carrier or your PBX.

Connect your SIP trunk

Go to Integrations, select Add integration, and choose SIP Trunk.

SettingDescription
Outbound SIP addressYour provider’s SIP address, for example sip.example.com
Outbound username and passwordOptional credentials for calls from Reception.ai to your provider
Inbound allowed addressesIP addresses or CIDR ranges allowed to send calls, for example 203.0.113.10 or 198.51.100.0/24
Inbound username and passwordOptional credentials your provider uses to send calls. Don’t reuse the outbound pair.

Advanced settings include the outbound transport (TLS, TCP, or UDP), media encryption (allowed, required, or disabled), and custom outbound headers.

The inbound allowed addresses list starts empty. Add your provider’s IP addresses, or inbound calls are rejected.

Add a SIP number to a receptionist

  1. Go to Receptionists and select the Phone tile.
  2. Enter the number and select Add SIP Trunk number.
  3. The number shows the SIP servers to send calls to, over TCP or TLS, and the request URI to use.
  4. In your provider or PBX, route the number to one of those SIP servers.

The part of the request URI before @ must be the number in E.164 format, for example +14155550123, or the call is rejected.

Adding a number in Reception.ai does not configure your provider. Calls only reach your receptionist after you route the number in your provider’s settings.