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Connections route calls on a supported phone number to a compatible inbound agent. For agents configured with Premium AI (ElevenLabs + Twilio), the connection tab is labeled Twilio + ElevenLabs. For Realtime AI (OpenAI + Twilio), the Twilio + OpenAI tab appears when enabled. These connection-tab labels are separate from the Voice Provider labels used in AI Agents. Plivo connection setup is not a current production option; existing legacy records do not establish that new routing is available.

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Creating an Incoming Connection

  1. Open Deploy > Connections.
  2. Select the provider and engine tab that matches your number and agent.
  3. Click Create Connection or the create action shown in that tab.
  4. Select an eligible inbound AI agent and an available owned phone number.
  5. Save the connection and check that it appears in the connection list.
For Premium AI, the agent must be synced with ElevenLabs before connection. System pool numbers are not eligible for that incoming-connection flow. Available numbers and agents depend on ownership, compatibility, and provider configuration.
A number already assigned to an incoming agent or an active outbound campaign can be unavailable. Pending, running, scheduled, and paused campaigns can block assignment. Resolve the reported conflict before creating the connection.

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Managing Connections

Review each connection’s assigned agent and number. Use Delete to remove a connection when you no longer want that routing. To change an assignment through this page, remove the existing connection and create the replacement with an available compatible number. SIP number assignment is managed separately in Deploy > SIP Trunks. Premium AI via SIP uses ElevenLabs SIP for inbound and outbound calls. Realtime AI via SIP uses OpenAI SIP and is Inbound Only; creating an incoming connection does not enable outbound SIP calling.