What is HoopAI Phone?
HoopAI Phone is the built-in telephony system on the HoopAI platform. It provides calling, texting, and voicemail capabilities without requiring a separate Twilio account. HoopAI Phone replaced Twilio as the default phone provider, meaning new accounts are automatically provisioned with HoopAI Phone. This simplifies setup and consolidates billing directly within the platform.If you already have a Twilio account with existing numbers and configurations, you can still connect it using the Bring Your Own Twilio option. See the BYO Twilio section below.
- No separate Twilio account needed — everything is managed inside the HoopAI platform
- Simplified billing — phone charges appear on your regular platform invoice
- Built-in compliance tools — A2P 10DLC registration, caller ID verification, and SHAKEN/STIR support
- Number porting — bring your existing numbers over from any carrier
Setting up HoopAI Phone
Navigate to phone settings
Go to Settings > Phone System in your account. If HoopAI Phone is not yet enabled, you will see a prompt to activate it.
Activate HoopAI Phone
Click Enable HoopAI Phone and accept the terms of service. The system will provision your account for telephony services.
Purchase a phone number
Click Add Number and search by area code or city. Select a local or toll-free number and confirm the purchase. The number is active immediately.
Assign the number
Assign the new number to a user, team, or workflow. You can set it as the default outbound caller ID for the account under Phone System > Default Number.
Porting existing numbers
If you have phone numbers with another carrier or a Twilio account, you can port them to HoopAI Phone:- Go to Settings > Phone System > Port Number
- Submit a port request with your current carrier account details and a recent invoice
- Porting typically takes 7-14 business days for US numbers
- Your existing number will continue working on the old carrier until the port completes
Phone number types
| Type | Best for | Monthly cost | Notes |
|---|---|---|---|
| Local number | General business calls, local presence | ~$1.15/month | Tied to a specific area code. Best for local trust and caller ID recognition. |
| Toll-free number | National campaigns, support lines | ~$2.15/month | 800, 888, 877, 866, 855, 844 prefixes. Callers are not charged. |
| Short code | High-volume SMS campaigns | Varies | 5-6 digit numbers for mass texting. Requires separate approval and higher cost. |
Local numbers require A2P 10DLC registration for SMS. Toll-free numbers require separate toll-free verification for texting.
Call routing and forwarding
HoopAI Phone supports several inbound call routing strategies. Configure these under Settings > Phone System > Call Routing.Ring assigned user
The simplest option. Inbound calls ring the user assigned to that phone number. If the user does not answer within the configured timeout (default 30 seconds), the call goes to voicemail.Round-robin teams
Distribute inbound calls across a team of users. The system cycles through team members so each person gets roughly equal call volume.Assign the number to the team
Under Phone System > Call Routing, select the number and set the routing to Round Robin. Choose the team.
IVR menus (phone trees)
Build interactive voice response menus so callers can self-route:- Press 1 for Sales
- Press 2 for Support
- Press 3 for Billing
Call forwarding
Forward calls to an external number when users are unavailable:- Go to Phone System > Forwarding
- Enter the external phone number
- Choose when forwarding activates: always, after timeout, or when the user is set to away
Voicemail
Setting up voicemail greetings
Each user can record or upload a custom voicemail greeting:- Go to Settings > Phone System > Voicemail
- Click Upload Greeting to use an audio file, or click Record to record directly in the browser
- Set the greeting as active
Voicemail-to-email
When a voicemail is received, the platform automatically:- Sends an email notification to the assigned user with the voicemail audio attached
- Adds the voicemail to the contact conversation timeline
- Generates a voicemail transcription (if enabled)
Voicemail drops (outbound)
Voicemail drops let you leave a pre-recorded message when an outbound call reaches voicemail, without waiting for the beep manually:- Go to Phone System > Voicemail Drops
- Upload or record your voicemail drop message
- During an outbound call, when you hear the recipient voicemail, click Drop Voicemail in the dialer to play the recording and automatically hang up
Call recording
Enabling call recording
- Go to Settings > Phone System > Call Recording
- Toggle Enable Call Recording on
- Choose whether to record inbound only, outbound only, or all calls
- Optionally enable the recording disclosure announcement — a brief message played at the start of each call informing participants they are being recorded
Where recordings are stored
Call recordings are stored in the platform and accessible from:- The contact conversation timeline — click any call entry to play the recording
- Reporting > Call Reporting — filter and search through all recordings
- Media Storage — recordings can also appear under your media library
Compliance notes
Pricing
HoopAI Phone uses pay-as-you-go pricing billed against your wallet balance. There are no monthly minimums beyond the number rental fee.Per-minute call rates
| Call type | Rate |
|---|---|
| US/Canada local inbound | ~$0.0085/min |
| US/Canada local outbound | ~$0.014/min |
| US/Canada toll-free inbound | ~$0.013/min |
| US/Canada toll-free outbound | ~$0.014/min |
| International inbound | Varies by country |
| International outbound | Varies by country |
SMS rates
| Message type | Rate |
|---|---|
| US/Canada SMS outbound | ~$0.0079/segment |
| US/Canada SMS inbound | ~$0.0079/segment |
| US/Canada MMS outbound | ~$0.02/segment |
| US/Canada MMS inbound | ~$0.01/segment |
Number rental
| Number type | Monthly cost |
|---|---|
| Local number | ~$1.15/month |
| Toll-free number | ~$2.15/month |
Rates are approximate and may vary slightly. Check Settings > Phone System > Pricing for current rates. International rates vary widely — always verify before placing high-volume international calls.
Wallet and auto-recharge
Phone charges deduct from your platform wallet. Set up auto-recharge to avoid service interruptions:- Go to Settings > Billing > Wallet
- Set a recharge threshold (e.g., recharge when balance falls below $10)
- Set a recharge amount (e.g., add $50 each time)
Bring Your Own Twilio
While HoopAI Phone is the recommended provider, you may want to use your own Twilio account if you:- Have existing Twilio numbers with complex routing you do not want to migrate
- Need Twilio-specific features not yet available in HoopAI Phone
- Want direct control over your Twilio billing and usage
- Operate in countries where HoopAI Phone coverage is limited
Connecting your Twilio account
Get your Twilio credentials
Log in to your Twilio console and copy your Account SID and Auth Token from the dashboard.
Enter credentials in the platform
Go to Settings > Phone System > Twilio and paste your Account SID and Auth Token.
Verify the connection
Click Connect. The platform will validate your credentials and display your available Twilio numbers.
Troubleshooting
Calls going straight to voicemail
- Check user availability — ensure the assigned user is not set to away or do not disturb
- Check ring timeout — if the timeout is too short, calls may route to voicemail before the user can answer
- Check forwarding rules — verify no forwarding rule is sending calls to voicemail immediately
- Check the mobile app — if the user receives calls on the mobile app, ensure push notifications are enabled and the app has microphone permissions
Poor call quality
- Internet connection — VoIP calls require stable internet. Use a wired connection when possible
- Bandwidth — each concurrent call needs approximately 100 kbps up and down
- Browser — use Chrome or Edge for the best WebRTC performance. Ensure the browser has microphone access
- Disable VPN — VPNs add latency and can degrade call quality
Number not verified / calls blocked
- Complete A2P 10DLC registration for local numbers
- Complete toll-free verification for toll-free numbers
- Ensure your caller ID is set to a verified number — calls from unverified numbers may be flagged as spam
Caller ID not showing correctly
- Go to Settings > Phone System > Caller ID and verify the outbound number is set correctly
- Some carriers override caller ID for toll-free numbers — this is outside the platform control
- CNAM (Caller Name) registration can take 48-72 hours to propagate across carriers
FAQ
Can I use both HoopAI Phone and Twilio at the same time?
Can I use both HoopAI Phone and Twilio at the same time?
No. Each account uses either HoopAI Phone or BYO Twilio, not both simultaneously. You can switch between them, but only one provider is active at a time per account. Different accounts in the same organization can use different providers.
Do I need a separate number for SMS and calls?
Do I need a separate number for SMS and calls?
No. HoopAI Phone numbers support both voice calls and SMS on the same number. However, you need to complete A2P 10DLC registration (local) or toll-free verification before sending SMS.
Can I use HoopAI Phone for international calls?
Can I use HoopAI Phone for international calls?
Yes. HoopAI Phone supports international calling to most countries. Rates vary by destination — check the pricing table in Settings > Phone System > Pricing before placing international calls. Some countries may have restrictions.
How do I transfer my number from Twilio to HoopAI Phone?
How do I transfer my number from Twilio to HoopAI Phone?
Go to Settings > Phone System > Port Number and submit a port request. You will need your Twilio Account SID and the number you want to port. The process typically takes 7-14 business days. Your number remains active on Twilio until the port completes.
Is there a limit to how many numbers I can purchase?
Is there a limit to how many numbers I can purchase?
There is no hard limit on the number of HoopAI Phone numbers per account. However, purchasing large quantities of numbers may require additional verification. Contact support if you need more than 20 numbers.
Why are my outbound calls showing as Spam Likely?
Why are my outbound calls showing as Spam Likely?
Carriers use algorithms to flag numbers with high call volume or low answer rates. To reduce spam flags: register your numbers with free caller registries (like Free Caller Registry), complete CNAM registration, ensure your A2P 10DLC is approved, and avoid aggressive dialing patterns. The platform SHAKEN/STIR attestation also helps establish caller legitimacy.