> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Phone System — HoopAI Phone setup, pricing, and call management
> Set up HoopAI Phone, configure call routing, understand per-minute pricing, manage voicemail, call recording, and troubleshoot common phone issues.
## 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](#bring-your-own-twilio) below.
Key benefits of HoopAI Phone:
* **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
Go to **Settings > Phone System** in your account. If HoopAI Phone is not yet enabled, you will see a prompt to activate it.
Click **Enable HoopAI Phone** and accept the terms of service. The system will provision your account for telephony services.
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 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**.
US carriers require A2P 10DLC registration for business texting. Go to **Settings > Phone System > Trust Center** and complete the brand and campaign registration. Without this, SMS messages may be filtered or blocked.
A2P 10DLC registration can take 1-4 weeks for approval. Start this process early to avoid disruptions to your SMS campaigns.
### Porting existing numbers
If you have phone numbers with another carrier or a Twilio account, you can port them to HoopAI Phone:
1. Go to **Settings > Phone System > Port Number**
2. Submit a port request with your current carrier account details and a recent invoice
3. Porting typically takes 7-14 business days for US numbers
4. Your existing number will continue working on the old carrier until the port completes
During the porting window, set up call forwarding from your old carrier to a temporary HoopAI Phone number so you do not miss any calls.
***
## 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.
Go to **Settings > Teams** and create a new team or select an existing one.
Under **Phone System > Call Routing**, select the number and set the routing to **Round Robin**. Choose the team.
Configure how long each team member phone rings before moving to the next person. The default is 20 seconds.
### 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
IVR menus are configured under **Phone System > IVR / Phone Menu**. You can upload custom audio prompts or use text-to-speech.
Keep IVR menus short — one level with 3-5 options. Deep phone trees frustrate callers and increase hang-up rates.
### Call forwarding
Forward calls to an external number when users are unavailable:
1. Go to **Phone System > Forwarding**
2. Enter the external phone number
3. 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:
1. Go to **Settings > Phone System > Voicemail**
2. Click **Upload Greeting** to use an audio file, or click **Record** to record directly in the browser
3. Set the greeting as active
You can also configure a **account default greeting** that applies to any user who has not set up their own.
### 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)
Enable voicemail-to-email under **Settings > Phone System > Notifications**.
### Voicemail drops (outbound)
Voicemail drops let you leave a pre-recorded message when an outbound call reaches voicemail, without waiting for the beep manually:
1. Go to **Phone System > Voicemail Drops**
2. Upload or record your voicemail drop message
3. During an outbound call, when you hear the recipient voicemail, click **Drop Voicemail** in the dialer to play the recording and automatically hang up
Voicemail drops save significant time during outbound calling campaigns. Pre-record 2-3 variations to avoid sounding repetitive.
***
## Call recording
### Enabling call recording
1. Go to **Settings > Phone System > Call Recording**
2. Toggle **Enable Call Recording** on
3. Choose whether to record **inbound only**, **outbound only**, or **all calls**
4. 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
Recordings are retained according to your plan storage limits. You can download recordings individually or in bulk.
### Compliance notes
**Two-party consent laws** apply in many US states and countries. In two-party consent jurisdictions, all parties on the call must be informed and consent to recording. States with two-party consent requirements include California, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania, and Washington, among others.
Always enable the **recording disclosure announcement** if you operate in or call people in two-party consent states. Consult legal counsel for your specific situation.
***
## 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:
1. Go to **Settings > Billing > Wallet**
2. Set a **recharge threshold** (e.g., recharge when balance falls below \$10)
3. 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
Log in to your Twilio console and copy your **Account SID** and **Auth Token** from the dashboard.
Go to **Settings > Phone System > Twilio** and paste your Account SID and Auth Token.
Click **Connect**. The platform will validate your credentials and display your available Twilio numbers.
Select which Twilio numbers to use within the platform. Assign them to users or set as default outbound numbers.
When using BYO Twilio, you are responsible for your own Twilio billing, A2P registration, and compliance. The platform wallet is not used for Twilio calls — charges go directly to your Twilio account.
***
## 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
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.
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.
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.
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.
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.
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.