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Points of Contact Phone tab in light mode

The Points of Contact page — Phone tab

A Point of Contact (POC) is the bridge between a customer and a flow. It’s the channel — phone number, SMS line, email address, web chat snippet, or Slack workspace — that customers reach the AI agent through. Each POC ties a channel to exactly one flow and the routing rules that control how interactions are distributed.

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Accessing Points of Contact

Navigate to Agent > Points of Contact in the left sidebar. The page is organized into five tabs, one per channel type: Phone, SMS, Email, Web, Slack.
To get new phone numbers or email addresses provisioned, consult your account representative. Only authorized contact points can be added.

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Channel tabs

Each tab shows a table of configured POCs with the columns relevant to that channel.

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Phone

Voice POCs route incoming phone calls to a flow.

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SMS

SMS tab in light mode

SMS tab — text-messaging POCs

SMS POCs route text messages to a flow. Each row shows Friendly Name, AI Phone Number, and Flow.

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Email

Email tab in light mode

Email tab — inbound email POCs

Email POCs handle inbound mail. Additional columns:
  • Email — the address customers email.
  • Status — health indicator for the email connection (e.g., Healthy).
  • Health Check — runs a connectivity check against Microsoft Graph or SendGrid.
  • Display Name — the name shown in the agent’s outgoing replies.
  • Handling Mode — how inbound mail is processed (e.g., Always Agent).

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Web

Web tab in light mode

Web tab — web chat widget configurations

Web POCs are chat-widget links you embed on a site. Each row shows the Chat Code (a UUID used in the embed snippet), the Flow it runs, and the Voice assignment (used when the chat supports voice input). See iframe integration and script tag integration for how to embed a web POC.

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Slack

Slack POCs connect a flow to a Slack workspace. Click Create if the tab is empty; the create flow walks you through Slack OAuth.

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Creating a POC

Click Create in the top-right and pick the channel type. Required fields vary by channel:
  • Friendly Name — internal label.
  • Channel Type — Phone, SMS, Email, Web, or Slack.
  • Flow — the flow this POC routes to.
  • Phone Number / Email / Chat Code — the channel-specific identifier.
  • Environment — Production or Internal Testing.
  • For voice channels: Speech to Text Runner, Speech to Text Model, Speech to Text Endpointing, Voice, Background Noise.

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Editing a POC

Click the edit (pencil) icon on a row. The Edit Configuration page has three tabs.

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Details

Edit POC Details tab in light mode

Details tab — basic identification

The AI Phone Number is read-only; everything else is editable:
  • Friendly Name — internal label.
  • Used For — Production or Internal Testing.

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Routing

Edit POC Routing tab in light mode

Routing tab — controls how calls flow between AI and humans

Controls how incoming interactions are distributed.
  • Routing Mode — On or Schedule.
    • On: AI is always active. Configure AI Handle Percentage (0-100%) to split traffic between AI and fallback. The remaining percentage transfers to the Fallback Phone Number.
    • Schedule: AI is active only during configured time windows. Click Edit Schedule to open the schedule editor — see Schedule.
  • Fallback Phone Number — where unhandled calls go.

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Variants

Edit POC Variants tab in light mode

Variants tab — A/B test multiple flow configurations

Variants let you A/B test multiple flow configurations on the same POC. Each variant has:
  • Handle Percentage — share of calls routed to this variant. Variants must sum to 100%.
  • Draft Flow — the flow this variant runs.
  • Version — a specific published version. Leave empty to track the draft (any edit takes effect immediately).
  • Voice — synthetic voice for this variant.
  • Speech to Text Runner / Model / Endpointing — voice transcription settings.
  • Background Noise — ambient call center sounds during voice calls.
Use Add variant to create a new variant; the × button removes one.

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Rollouts

Rollouts automate the variant split over time, so changing a live flow doesn’t have to be all-or-nothing, and doesn’t require you to nudge percentages by hand every morning. A rollout shifts traffic from your current variant to a new one on a schedule you choose: start the new flow version at a small share of calls (say 10%) and let the platform ramp it automatically to 100% over the period you set. Every change proves itself on a small slice of real traffic before it goes wide.
  • Start small. The starting percentage is your safety margin: the first calls on the new variant are the ones to review.
  • Watch as it ramps. Use Conversations filters to compare the variants while the rollout is running.
  • Interrupt anytime. Editing the variant percentages directly stops the automatic ramp, which is handy as an instant rollback if something looks wrong.

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Tips

  • Friendly names matter. “Main Support Line” beats “+1 (555) 555-0101” when you have 30 POCs.
  • Roll out gradually. Use a Rollout to ramp a new flow version from 10% to 100% automatically, or nudge the AI Handle Percentage slider by hand.
  • Test before going live. Set Used For to Internal Testing while iterating; flip to Production when ready.
  • Plan fallback explicitly. Every Phone POC needs a fallback number — don’t leave it empty.

Schedule

Set time-of-day routing windows.

Agent voices

Pick the AI’s synthetic voice.

iframe integration

Embed a Web POC.

Outbound

Run outbound campaigns from a verified caller ID.