PSTN

The PSTN (Public Switched Telephone Network) allows your system to handle real phone calls and SMS using purchased phone numbers.

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Overview

Use PSTN when you need:

• inbound calls from real users
• SMS notifications and messaging

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Phone Numbers

All PSTN functionality is based on phone numbers.

Each number can:

• receive calls
• send SMS (See SMS Usage)
• be assigned to a specific agent

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Buy Phone Number

To start, you need to purchase a number.

Steps

1. Go to Phone Numbers
2. Click New Phone Number
3. Select a Country
4. (Optional) Filter by digits using “Phone number starts with”
5. Choose from available numbers
6. Click Buy Now

Notes

• Available numbers depend on country and provider
• Pricing and renewal are shown before purchase
• Some countries may have limited availability

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Connect Number to Bot

After purchasing, assign the number to an agent.

How it works

• Incoming calls to the number → routed to the assigned agent
• The agent handles the conversation in real time

Setup

• Open the phone number
• Select Attached Agent
• Save changes

Only one agent handles incoming calls per number.

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SMS Usage

SMS can be used for notifications and communication.

Supported actions

• send SMS to users

Requirements

• correct country configuration
• valid recipient number

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Management

In Phone Numbers, you can:

• view all numbers
• check status and pricing
• see assigned agents
• manage renewals

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Best Practices

• use dedicated numbers per use case (support, sales, etc.)
• assign clear ownership (one agent per number)
• test both call and SMS flows

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Notes

• PSTN requires an active telephony provider
• pricing varies by country