Phone

Phone holds what callers hear when they call your business number, and the voice that says it. Calls follow your Business Hours.

Where to Find It

Owners and admins select the Settings gear at the bottom of the menu, then Phone, which opens Settings at the Phone card, beside Business Hours. It shows the voice, each greeting, who rings, and whether Telnyx is connected (action core.phone.get). Select Change Phone Greetings to change them (action core.phone.save). AI agents and API keys never see or change them.

The Greetings

• Welcome: optional. Plays to every caller before your team's phones ring. Leave it empty to ring right away.
• Recording Notice: plays right after the welcome, before your team's phones ring, to tell callers the call may be recorded. It starts as "This call may be recorded for quality and training." Leave it empty to play nothing, but keep it if your calls are recorded: in some states everyone on a call must agree to recording.
• Known Caller Welcome: optional. Plays instead of Welcome when the caller's number is saved on a person in CRM. It can greet the caller by first name and name their project manager.
• Known Company Welcome: plays instead of Welcome when the caller's number is saved on a company in CRM but on no person. It can name that company and its project manager, who rings first. Leave it empty to use the Known Caller Welcome (when that does not use {first_name}) or Welcome.
• No Answer (Voicemail): when nobody answers. The tone and the recording follow it.
• Closed: outside your Business Hours and on your closed dates. It says when you reopen, worked out from Business Hours.
• Goodbye: after the caller leaves a message. Leave it empty to hang up without a goodbye.

Each greeting can use placeholders, filled in on every call: {company} (your company's name, from Settings, Company) in every greeting, {first_name} and {pm_first_name} in the Known Caller Welcome, {caller_company} (the name of the caller's company in CRM) and {pm_first_name} in the Known Company Welcome, and {reopen} in Closed. A greeting that uses a placeholder it cannot fill in, or a brace that does not close, is refused when you save, so a caller never hears a stray word in braces. Each greeting can be up to 600 characters.

The Voice

One voice says every greeting. Choose from natural US English voices from Amazon Polly, Microsoft, and Telnyx.

Listen

Listen beside a greeting plays it in place, as typed and not saved yet, in the voice you chose, with sample names: Jordan calling from Rivera Landscaping, and Taylor as the project manager (action core.phone.listen). Stop ends it. The preview is read aloud by your own Telnyx account (Connected Services); until Telnyx is connected, or when Telnyx cannot read a voice aloud, your browser reads it with its own voice and says so. The call voice may sound slightly different from the preview.

Recordings

A greeting that came over from a system your business used before may be a recording. It plays instead of the text, and the card names it. Use the Text Instead goes back to the spoken text when you save.

Who Rings

During Business Hours, a caller whose number is not saved in CRM rings everyone signed in at once. A caller whose number is saved on a contact or company rings their project manager first. With Ring the rest of the team when a client's project manager does not answer checked, everyone else signed in rings next, so the call is not lost; unchecked, those callers go to voicemail. Outside Business Hours nothing rings: Closed plays, then voicemail. Calls ring only in the app, never a personal phone.