> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/support-workflows/phone-support.md).
# Phone Support
***
### Phone Support in Pylon
Pylon's Phone feature enables your support team to handle inbound and outbound phone calls directly within your existing Pylon workflow. Rather than managing calls in a separate tool, phone conversations are treated as first-class issues — giving your agents full customer context, call transcripts, and AI-powered summaries alongside every other support channel.
***
### Overview
With Phone, you can:
* Receive and make calls directly from Pylon
* Automatically create and associate issues with phone calls
* Access call recordings and transcripts on each issue
* Handle callbacks, voicemails, and call transfers
* Set support hours to manage call routing outside business hours
* View phone call data in your analytics dashboards
***
### Set up Phone
If you do not see the following options in your organization, Phone & SMS most likely is not enabled for your organization. You must reach out to your AE or CSM to have the Phone functionality enabled for your organization.
Phone is an add-on feature ($35/user/month).
1. Go to **Settings** > **Phone & SMS**
2. In the upper-right-hand corner, click **Add Phone Number**
1. You can port in an existing number or add a new number
3. Once you add a new number, you should be able to click into it and view this page
**Name:** What you have named the phone line (internal)
**Caller ID Name:** This is what will show up on customers phones when a Pylon user is calling them
**Enable Calling:** Whether you want this number to be able to make & receive calls
**Enable SMS text messaging:** Whether you want this number to be able to make & receive texts
SMS can be enabled on US local numbers and on mobile numbers you port in from outside the US and Canada. It can't be enabled on toll-free numbers in any country, including the US, or on local numbers outside the US. See **International Numbers** below.
* Note: Before you can turn on SMS for a number, you need to complete the 10DLC registration on the **Carrier registration** tab of **Settings** > **Phone & SMS**. 10DLC is not required for calling.
**Call Flow:** Where you set up the IVR
**Call Recording:** If you want your calls recorded, keep this option enabled. Disabling this option will not produce a voice recording, an automatic transcript, or an AI-generated summary.
**Port away number:** The ability to port away a number if necessary
### International Numbers
You can buy or port in numbers in these countries:
* United States
* Canada
* Australia
* New Zealand
* United Kingdom
* Philippines
* Netherlands
Set up requirements vary by country. Most countries require a local business address to provision a local number. If you don't have one, you can provision an international toll-free number instead, which doesn't require a local address.
International numbers support all the same features as US numbers, with one exception: SMS. Local and toll-free numbers outside the US are for voice calls only, including Canadian numbers. A mobile number you port in from outside the US and Canada can send and receive texts once you complete 10DLC registration. Mobile numbers can only be ported in, not bought through Pylon.
### Set up IVR
The call flow operates similarly to Pylon's triggers.
**Support Hours:** You can filter what happens to calls whether they occur within configured support hours or outside support hours.
**Start IVR:** Route calls using basic IVR functionality. Use text-to-speech or audio files.
**Route calls to specific teams:** Configure your teams in Settings > Teams and route calls to them via round robin
**Send calls to voicemail:** Use text-to-speech or upload audio files.
### Inbound Calls
When a customer calls your support number, the call is routed to available agents in Pylon. An issue is automatically created for the call so your team can take notes, track actions, and follow up — all in one place.
By default, incoming calls ring in the browser. Individual users can instead route incoming calls to the phone number on their profile by going to **Settings** > **Profile** () and enabling **Enable forwarding incoming calls to your mobile phone**.
 
**Phone icon:** Allows you to put calls on hold
**Microphone icon:** Allows you to mute calls
**Arrow icon:** Allows you to transfer calls
#### Callback Flow
Agents can initiate a callback directly from an issue, letting customers request a return call rather than waiting on hold.
***
### Outbound Calls
Agents can place outbound calls directly from an issue in Pylon. This is useful for proactive follow-ups or cases where email or chat has gone unanswered.
***
### Call Recordings & Transcripts
When **Call Recording** is on for the number, calls are recorded and transcribed. The transcript and recording are attached to the issue created for that call, making it easy to review what was discussed and follow up on action items.
#### Recording consent
Some countries require a caller's explicit consent before a call can be recorded. When either phone number on a call is in Germany, Finland, or Mexico, or Pylon can't tell which country a number is in, Pylon asks the customer for consent before recording. This applies to both inbound and outbound calls:
* The customer is asked to press **1** to allow recording or **2** to continue without it. On calls involving a German number, the prompt plays in German first, then in English if the customer doesn't respond.
* The call is only recorded if the customer presses 1. Otherwise, it connects without a recording, transcript, or AI summary.
* The call card on the issue shows **Recording consent given** or **Recording consent not given**.
***
### Account Intelligence
Phone calls are automatically linked to the relevant account in Pylon. Customer context — including account history, previous issues, and account data — is surfaced to the agent during the call, so there's no need to switch between tools to look up who you're speaking with.
***
### Frequently Asked Questions
**Can I use my existing phone number?** Yes. You can port an existing number to Pylon or provision a new one.
**What happens if no agents are available?** Callers will be routed to voicemail if no agent is available or if the call comes in outside your configured support hours.
**Are calls recorded by default?** Yes, calls are recorded and transcribed if you have automatic call recording enabled. For calls involving numbers in Germany, Finland, or Mexico, Pylon asks the customer for consent first (see [Recording consent](/pylon-docs/support-workflows/phone-support.md#recording-consent)). Check your local regulations regarding call recording consent requirements.
**Can I have multiple phone lines?** Yes. Pylon supports multiple phone numbers, which can be assigned to different teams.
**Do phone issues show up in my regular issue queue?** Yes. Phone calls automatically create issues in Pylon, which appear alongside issues from all your other channels.
**Can Pylon support international calls?** Yes. Pylon supports international calling, and you can buy or port in phone numbers in the countries listed under **International Numbers**.
***
*Have questions? Reach out to Pylon support.*
---
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