Voice & SMS connects Leena AI to a phone number, so employees can text the assistant or call it.

Both channels share the same number. Setup runs through four sections in order, and each depends on the one before it.

Where to find it

Open the Admin Console, then go to External channels → Voice & SMS.

Before anything is configured, the page offers Start setup.

1. Twilio credentials

Choose an Account type:

Using your own account requires two values from the Twilio console:

• Account SID
• Auth token

Save this section before continuing. Attempting to verify a number first is refused, with a prompt to choose and save a Twilio account.

2. Select phone number

Enter the Phone number to use for SMS and inbound voice calls. It must be linked to the Twilio account from section 1, and must be in E.164 format — for example, +14155551234.

Verify confirms the number against Twilio. A verified number shows a verification indicator, and Edit phone number changes it later.

If verification fails, check the number is correct and actually present on that Twilio account.

3. SMS channel

Configures inbound SMS and delivery tracking.

Configure inbound SMS sets both the inbound SMS webhook and the delivery tracking callback on your Twilio number automatically. No manual work in the Twilio console is needed — this is the step people most often try to do by hand.

The Inbound webhook must be configured before this section will save.

Send a test SMS sends a real message to a number you supply, confirming the whole path works before employees rely on it.

4. Phone call

Enable inbound calls lets employees interact with Leena AI by calling the number. Calls are delivered via Retell.

This section can't be saved until a phone number is configured in section 2.

It needs SIP trunk details:

Voice behaviour itself — transcription, denoising, the assistant's voice — is configured separately under Orchestrator → Voice. This section only establishes the connection.