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Telephony Overview

Telephony in Truedy refers to the phone numbers that your agents use to place outbound calls and receive inbound calls. Before any call can traverse the phone network, a number must be provisioned (or imported) and assigned to an agent. This page explains how Truedy manages numbers, the two number types, how inbound and outbound routing works, and what you should think about when choosing a number strategy.

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What a telephony number does

A number in Truedy is more than a dial string — it is a runtime resource with a direct relationship to an agent:
  • Outbound: the number appears as the caller ID when your agent dials a contact.
  • Inbound: calls arriving on the number are automatically routed to the assigned agent.
Numbers are first-class objects. They have their own IDs, can be managed via the dashboard or API, and can be reassigned between agents as your needs change.

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Two number types

Truedy-managed numbers are purchased directly through the Truedy dashboard or API. Truedy handles the entire provider relationship on your behalf — you never touch Twilio, Telnyx, or any carrier directly.When to choose this:
  • You want the fastest path to placing calls.
  • You have no existing number inventory.
  • You prefer a single bill (Truedy handles per-minute and number costs).
How it works:
  1. Browse available numbers by country and area code.
  2. Purchase with one click or one API call.
  3. Assign to an agent.
  4. Start calling.
Truedy provisions the number with its carrier partner and configures all SIP and webhook routing automatically. There is nothing to configure on an external provider dashboard.

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How numbers connect to agents

Every number must be assigned to exactly one agent before it can be used for calls. The relationship is:
  • One-to-one: a number can only be assigned to one agent at a time.
  • Reassignable: you can move a number to a different agent at any time via the dashboard or API.
  • Required for outbound: if you launch a campaign or place a single call, the number used must already be assigned to the agent making the call.
A single agent can have multiple numbers assigned to it — useful for campaigns that need to spread calls across several caller IDs to improve answer rates.

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Outbound routing

When your agent places an outbound call:
  1. The Truedy call engine selects one of the outbound numbers assigned to the agent.
  2. That number is presented as the caller ID to the recipient.
  3. If no outbound number is assigned, the call fails immediately with a clear error message indicating the missing number.
For campaigns, you can specify one or more numbers explicitly. The batch engine distributes calls across all configured numbers up to the concurrency limits of each.

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Inbound routing

When a call arrives on a Truedy-managed number:
  1. Truedy receives the inbound call at its carrier layer.
  2. The platform looks up which agent is assigned to that number.
  3. The call is handed off to that agent immediately.
For BYOC numbers, your provider forwards the call to Truedy’s SIP endpoint. From there, routing behaves identically to Truedy-managed numbers.
If a number has no agent assigned and someone calls it, the call will be rejected. Assign an agent to every inbound number you want to be active.

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Number types and availability

Truedy supports the following number classifications, subject to what is available in each country:
TypeDescriptionCommon use
LocalArea-code-specific numbers in a given regionOutbound campaigns where local presence improves answer rates
Toll-free800/888/etc. numbers (US/Canada)Inbound support lines, enterprise brand lines
MobileMobile-range numbers (varies by country)Some international markets where mobile is required for SMS/calls
Number availability by type and area code varies. US and Canadian numbers (local and toll-free) have the broadest inventory. International availability depends on Truedy’s carrier partners and local regulations. Search available numbers via the dashboard or the API before assuming a specific area code is in stock.

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Billing and cost model

Number typeWho bills what
Truedy-managedTruedy bills a monthly fee per number, plus per-minute call charges, all on your Truedy subscription invoice
BYOC (imported)Your carrier (Twilio/Telnyx) bills you directly for per-minute charges; Truedy bills only for AI usage (voice model inference, transcription, etc.)
Truedy-managed numbers are charged from the moment of purchase until released. Releasing a number immediately stops billing for that number.

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Next steps

Buying a Phone Number

Purchase a Truedy-managed number and assign it to an agent in minutes.

Importing Phone Numbers

Bring your own Twilio or Telnyx number into Truedy.

Agents & Calls Overview

Understand how numbers, agents, and calls fit together in the broader Truedy model.