Phone numbers
The Numbers view is where you provision numbers and decide which agent answers them. Import a number you own on Twilio, assign an agent, and — with one switch — enable outbound so Vio can dial from that number too. If you’d rather keep your own carrier and rates, connect a SIP trunk (BYOC) instead.
Import a Twilio number
If you already own (or buy) a number on Twilio, importing it is the fastest way to get an agent on a real phone line. Once imported:
- Inbound works immediately — a caller who dials the number reaches your assigned agent.
- Outbound is one click away — enabling it wires the number through Twilio’s Elastic SIP Trunk so Vio can place calls from it (for campaigns and callbacks).
Open the Numbers view
Select Numbers in the sidebar. You’ll see every number already connected to your workspace.
Import from Twilio
Choose Import Twilio and provide the number you own on Twilio. It appears in your list once connected.
Assign the agent that answers
On the number, pick the agent that should answer inbound calls. Leave it unassigned and your workspace’s default agent answers instead (see below).
Enable outbound (optional)
Flip the number’s outbound switch if you want Vio to place calls from it — for an outbound campaign or an agent-scheduled callback. Inbound doesn’t require this; outbound does.
”Assigned agent” vs “default agent”
These two are easy to confuse, so here’s the exact rule:
| Term | What it is | When it answers |
|---|---|---|
| Assigned agent | The specific agent you attached to this number. | Whenever this number rings. Overrides the default. |
| Default agent | Your workspace-wide fallback agent. | Only when a number has no assigned agent. |
Assign a specific agent when a line needs its own persona or script — for example, a sales line and a support line pointing at different agents. Leave it unassigned when any number should behave the same, and let the default handle it. Configure the persona in Persona & prompt.
Every unassigned number still answers — the default agent guarantees a live line. Set a sensible default before you go live so a number you forgot to configure is never silent.
Enabling outbound per number
Outbound is decided per number, not per workspace. A number that only ever receives calls (say, a support hotline) can stay inbound-only; a number you dial campaigns from needs outbound switched on. This keeps your dialing surface deliberate — you can’t accidentally place calls from a line that’s meant to only listen.
Bringing your own carrier instead
Importing Twilio is the quick path. If you want to keep your existing numbers and carrier per-minute rates, connect your carrier or PBX (for example FreePBX) over a SIP trunk and attach your DIDs to it. Full walkthrough: SIP trunks (BYOC).
Frequently asked
Q. Do I need to buy a new number to use Vio? No. Import a number you already own on Twilio, or attach your existing DIDs to a SIP trunk. You only buy a new number if you want a fresh line.
Q. Can two numbers point at the same agent? Yes. Assign the same agent to as many numbers as you like — for example a local and a toll-free number that both reach your support agent. Each call is logged separately in Call logs.
Q. If I enable outbound on a number, does it change how inbound works? No. Inbound and outbound are independent. Enabling outbound simply lets Vio place calls from the number; incoming calls keep reaching the assigned (or default) agent exactly as before.
Q. What’s the difference between importing Twilio and BYOC? Twilio import is fastest and needs no carrier setup on your side; you use Twilio’s rates. BYOC points your own carrier or PBX at Vio, so you keep your numbers and negotiated per-minute rates. See SIP trunks (BYOC).
Next step
With a number assigned, place a test call from Test your agent, then watch it appear in Call logs.