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Voice support gives your customers an AI agent they can call, without adding phone staff. When a customer dials your Egentify phone number, the AI answers, verifies their identity if needed, and handles order questions, product searches, and support requests — just like the chat agent, but over the phone. You can also enable web calls so customers can talk to the agent directly from their browser.

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Plan requirements

Voice support is available on the Growth plan and above. Included voice minutes per month:
PlanIncluded minutes
Growth100 min/mo
Scale300 min/mo
EnterpriseCustom
To get more minutes, upgrade to a higher plan. If you regularly exceed the Scale plan’s minutes, contact us for a custom plan.

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Enable voice support

Setting up a phone number takes a couple of clicks.
1

Turn on voice support

In your Egentify dashboard, open Store Settings, toggle on Enable Voice Support, and click Save.
2

Get a phone number

After saving, the number configuration appears. Type the US area code you prefer and click Get phone number to be assigned a number.
3

(Optional) Connect your own number

If you’d rather use an existing phone number, click Connect your own phone number and follow the steps below.

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Connect your own phone number

To bring an existing number from another telephony provider, you’ll first need to configure a SIP trunk with that provider. The steps below use Twilio as an example, but they apply to any provider that supports SIP trunking:
1

Create an Elastic SIP trunk

In your provider’s console, create a new SIP trunk (Twilio calls this an Elastic SIP trunk).
2

Set origination

Set the trunk’s origination URI to the SIP address shown in the Egentify connect form.
3

Move your number onto the trunk

Assign the phone number you want to use to the SIP trunk you just created.
4

Paste the termination URI in Egentify

Copy the trunk’s termination URI from your provider and paste it into the Egentify connect form. For Twilio, this URI ends in .pstn.twilio.com.
Inbound and outbound calls will not work until the SIP trunk is configured exactly this way.

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How phone calls work

When a customer calls your Egentify phone number, the AI answers immediately and greets them as a support agent for your store. It can look up orders, check shipment tracking, answer product questions, and create support tickets — all in a natural back-and-forth conversation. To access order information, the caller must provide the phone number or email associated with the order plus the order ID.

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Security on voice calls

Egentify applies the following protections on every voice call to prevent unauthorized access to customer data:
  • Order lookups require verification — the caller must provide the phone number or email on the order along with the order ID
  • Tracking numbers are not read aloud — customers are directed to check their email or the website instead
  • Order lists are not available to callers who have not completed verification
Test your voice agent before going live by calling the assigned number or clicking Test call on the Voice Calls page.