How to Turn On AI Voice Answering

Summary

Overview: Let Pippin answer phone calls to your Twilio number. The live AI voice agent greets callers, answers from your knowledge base and saves the call transcript on the lead. Voice uses the same Twilio number you connected for SMS.

Prerequisites:

• You are signed in as the workspace Admin.
• Your plan is Scale. AI voice is not part of the Growth plan or the free trial.
• The SMS channel is connected with your Twilio number.

Step-by-Step Instructions

Step 1: Connect SMS first

1. In the sidebar, go to Settings › Channels and click the AI voice tile. The AI voice card opens below the tiles.
2. If the tile shows Needs SMS and the card says Connect an SMS number first — voice answering uses your connected Twilio number., click the SMS tile and connect SMS first, then come back to the AI voice tile.

Step 2: Turn on voice answering

1. On the AI voice card, read Turn on the AI voice agent to answer inbound calls to your connected Twilio number.
2. Click Enable Voice Answering. Pippify sets up your Twilio number to send calls to the AI agent. You don't need to change anything in Twilio.
3. The status on the card and on the AI voice tile changes to Connected, and the card shows Answering calls with your number.

Step 3: Choose the agent's voice

1. Open the Agent voice list.
2. Pick a voice: Marin, Cedar, Alloy, Ash, Ballad, Coral, Echo, Sage, Shimmer or Verse. It saves right away and applies to the next call.

Step 4: Turn voice answering off

1. Click Disable.
2. Read Disable voice answering? Calls to your number will no longer be answered by the AI.
3. Click Yes, Disable, or Cancel to keep it on. Your SMS channel stays connected.

Verify It Worked

Success criteria:

• The AI voice tile and card show Connected, and the card shows Answering calls.
• Call your Twilio number from your own phone. The AI agent answers, and the call transcript appears on the lead in the Inbox.

Troubleshooting

Common errors

• A red error appears above Enable Voice Answering: voice could not be turned on, for example because Twilio didn't accept the change. Fix: try again in a moment.
• A red error appears under Agent voice: the new voice didn't save. Fix: pick it again.
• The card shows a red error instead of its status: refresh the page.
• The AI voice tile shows Scale plan and the button is faded with AI voice is available on the Scale plan and up. and an Upgrade link: change your plan in Settings › Billing.

Limitations & considerations

• Voice uses your SMS number. If you disconnect SMS, voice answering turns off too.
• If your plan later drops AI voice, your voice settings stay saved but inbound calls are declined (Inbound calls are declined on your current plan. Your voice settings stay saved.).
• On a Twilio trial account, the card warns Twilio trial account: callers must be verified caller IDs, and Twilio plays a trial notice before the AI answers.
• Voice calls are answered live. They don't wait in the Review Queue, even with the Review every reply automation level.

Next Steps & Related Resources

• Next steps:
  • How the AI Voice Agent Scores Callers
• Related articles:
  • How to Connect SMS With Your Twilio Account
  • How to Add a File to Pippin's Knowledge
  • Why Is a Channel Greyed Out?

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/15/2026