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Once a phone number is connected to your project, incoming calls are automatically routed to your agent. The agent follows the Framework to handle the conversation, just like it would with any other interface.

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How it works

When someone calls your connected phone number, Voiceflow routes the call to your agent based on the environment the number is linked to - development, staging, or production. You can view and change a number’s environment in Phone numbers by clicking the environment name next to a phone number. (video)

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Caller identification

When a call comes in, the caller’s phone number is automatically set as the user_id variable. This lets you identify returning callers and personalize conversations based on their history.

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Testing inbound calls

To test your agent, link your phone number to the Development environment and call it. You’ll interact with your latest saved changes without needing to publish. To update your development environment, click the Run button in the top right corner of the Agent tab. When you’re ready to go live, switch the number to Production and publish your agent.