# Integrating with Kustomer Voice

> Connect with your customers using Kustomer Voice, a cloud-based phone system built right into the Kustomer platform.

Source: https://help.kustomer.com/en_us/kustomer-voice-B1uGhF9Ti

Last updated: 2026-05-07T16:06:05.142Z

Connect with your customers using Kustomer Voice, a cloud-based phone system built into the Kustomer platform. In this article, we'll explore how to create a new Kustomer Voice phone number, set up voicemail, and make and receive calls.

**Who can access this feature?**

**User types**

Admins can set up this integration.

In this article

*   [How does Kustomer Voice work?](#how)
*   [Kustomer Voice services](#services)
*   [Installing the Kustomer Voice app](#install)
*   [Creating a new support number](#create)
*   [Editing your phone number's settings](#editing-phone-number-settings)
    *   [Editing preferences](#edit-preferences)
    *   [Editing voicemail](#edit-voicemail)
    *   [Editing hold music](#edit-hold-music)
*   [Routing Kustomer Voice calls to your agents](#route)
*   [Configuring Interactive Voice Response (IVR)](#ivr)
*   [Making and receiving calls](#calls)
*   [Transferring calls](#transfer)
*   [Forwarding existing numbers](#forward)
*   [Tracking your organization's usage](#track)

### How does Kustomer Voice work?

Kustomer Voice is a native voice and SMS channel built on Twilio's Programmable Voice API, fully integrated into the Kustomer platform. Using voice allows your support team to receive and make calls within Kustomer, route calls between agents, define workflows to handle complex call scenarios, and receive transcripts of calls either during or after the call is completed.

With Kustomer Voice:

*   Incoming calls are assigned to agents who answer them
*   Kustomer logs inbound and outbound call data in the customer's timeline.
*   The [Kustomer Voice report](https://help.kustomer.com/kustomer-voice-report-rJflHgO5a) contains all calls to and from your organization for analysis.

### **Kustomer Voice services**

Organizations get 1 phone number included in all plans. Additional numbers are available to add. You only pay for for the Voice services that you use each month. Kustomer also provides these Voice upgrades as needed:

**Voice Service**

**How the service is charged**

**Description**

Additional phone lines

Per line per month

Additional inbound or outbound phone numbers that can be assigned to teams, queues, or regions. These lines enable agents to handle calls for different geographies, brands, or use cases within Kustomer Voice.

Voice minutes used

Per minute rate

The total call time consumed when agents make or receive voice calls through Kustomer Voice. This includes time spent actively connected to customers during calls.

Voicemail transcription

Per minute rate

Automatically converts customer voicemail messages left on Kustomer Voice phone lines into text. Transcriptions are attached to the conversation so agents can read and respond without listening to the recording.

Postcall transcription

Per minute rate

Generates a text transcript of a voice call after the call has ended. The transcript is added to the conversation record to support review, follow-up, and historical context.

Real time transcription

Per minute rate

Displays a live text transcript of an active voice call as it happens. This allows agents to read along during the conversation and reference the transcript immediately after the call ends.

For more information on SMS and MMS pricing, including minute rates for both the United States and Canada, see [our Kustomer Voice pricing details page](https://www.kustomer.com/additional-fees/).

### Installing the Kustomer Voice app

To use Kustomer Voice, install the app from the Kustomer App Directory. Go to **Apps**, search for **Kustomer Voice**, and then select **Install**.

**Note:** If the Kustomer Voice app is not present in your app directory, reach out to your Customer Success Manager or to Support.

### Creating a new support number

Next, create a new support number for your Kustomer organization. You can currently create a United States or Canadian number directly within Kustomer. To use phone numbers outside of these regions, contact Kustomer Support.

1.  From the left navigation panel, click **Apps.** The **Apps** page opens.
2.  In the left panel, click **Kustomer Voice**. The Kustomer Voice app pages opens.
3.  At the top right-side of the page, click **Add Support Number**. The **Add Support Number**modal appears. Use this modal to search for available phone numbers to acquire for your Kustomer Voice app to field calls.
    1.  Select the **Type**of number to be added:
        1.  A **Local** number uses your organization's local area code.
        2.  A **Toll-free** number uses a distinct three-digit code and carries no charge to the caller.
    2.  Select the **Country** the phone number is based in.
    3.  Enter the **Area Code** of the phone number (applicable when using Local phone numbers)
    4.  Enter the **State/Province** where the phone number is based.
    5.  **Search by term** allows users to find numbers that correspond to the terms of the custom search. (For example, type "boot" and the system will return numbers that include 2668)
4.  Select **Search**. A list of available numbers appears.  
    ![Number selector](https://uploads.linear.app/5cb5da62-b74f-4af5-95a2-327d7871bce0/7f886f45-814f-4757-9a93-37af535f6bfb/cd86f659-dd4d-4ce5-be2b-1c707b4f6ddf)
5.  Pick a number and select **Continue**.
6.  Next, You need to initialize all settings for your new number:
    1.  Enter a name for the new number to be reflected in the UI.
    2.  Check or uncheck each option to enable/disable recording and transcription:
        1.  **Inbound call** — capture recordings of all inbound calls.
        2.  **Outbound calls** — capture recordings of all outbound calls.
        3.  **Live-call transcripts** — live calls are transcribed in real time.
        4.  **Post-call transcripts** — Transcriptions are provided for both voicemail and post-call.  
            **Note:** You cannot manually start recording a call while it is in progress. However, you can change this option anytime by going to your number settings.
7.  Select **Continue**.
8.  Next, **Set up voicemail**:
    1.  Select **Add voice recording** to upload a voice recording in .MP3 format, with a maximum file size of 5MB.
    2.  Select **Text to Speech** to type a voicemail message to be read. This message can be up to 300 characters in length.
    3.  Select **No Voicemail; I'll do this later** to skip this step and proceed.
9.  Next, select your organization's **Hold Music**. You can select from these two options:
    1.  Default hold music from Twilio. There are multiple options, including:
        1.  _Ambient_
        2.  _Electronica_
        3.  _Guitars_
        4.  _Rock_
        5.  _Soft Rock_
        6.  _New Age_
    2.  Uploading your own hold music.
10.  Review and agree to the pricing terms for your new support number, then click **Purchase & Complete**.

Once you have a number, you can submit it to be registered or verified to [send text messages](https://help.kustomer.com/voice-sms-B1ewwRjc0).

### Editing your phone number's settings

Follow these three initial steps to open Kustomer Voice and find the phone number you want to edit.

To edit that number's settings:

1.  From the **Kustomer Voice** apps page, locate the phone number you want to edit and click the pencil icon (✏️) to **Edit** its properties.
2.  Edit any of the following:
    1.  [**Preferences**](#edit-preferences)
    2.  [**Voicemail**](#edit-voicemail)
    3.  [**Hold Music**](#edit-hold-music)
3.  Click the **Save** button to confirm your changes, or **Cancel** to discard them.

#### Editing Preferences

Use this section to update the basic settings and recording/transcription preferences for the selected number. These preferences control how calls are recorded and transcribed and how the number is labeled in the UI.

1.  **Name** — Edit the display name for the number (this is how it appears in the UI).
2.  **Enable/disable inbound calls** — Check or uncheck **Inbound call** to allow this number to record inbound calls.
3.  **Enable/disable outbound calls** — Check or uncheck **Outbound calls** to allow this number to record outbound calls.
4.  **Live-call transcripts** — Toggle **Live-call transcripts** to enable real-time transcription during calls.
5.  **Post-call transcripts** — Toggle **Post-call transcripts** to generate transcriptions for voicemails and post-call recordings.
6.  When you finish updating preferences, click **Save** or **Continue** (whichever the UI shows) to persist changes.

> Note: You cannot start recording a call manually while it is in progress; change these options in the number settings before or after calls as needed.

#### Editing Voicemail

Change voicemail to either use a text-to-speech message or upload your own recording. Use a recording when you need branded messaging; use text-to-speech for quick edits.

1.  In the **Voicemail**section, choose one of the options:
    *   **Add voice recording**— Upload a .mp3 file (maximum file size 5 MB).
        *   Once a file is uploaded, you can click the **Play** button to test it.
        *   Click **Delete Recording** on an existing recording to delete its data entirely.
    *   **Text to Speech** — Type the voicemail message (up to 300 characters) and select the TTS voice if available.
    *   **No Voicemail; I'll do this later** — Leave voicemail unset.
2.  If you upload, confirm the file name and listen to a preview if the UI provides one.
3.  Click **Save** or **Continue** to apply voicemail changes.

#### Editing Custom Hold music

Custom hold music will play any track(s) uploaded to the Kustomer Voice app. Custom hold music helps brand the customer hold experience and improve your end user's engagement.

With custom hold music, users can:

*   Upload up to 3 `.mp3` files.
*   Each file has a maximum size of 5mb.
*   Click the **Play** button to sample the audio file.
*   Click the trashcan icon to **Delete** the file.

You can switch between _Default_ and _Custom_ hold music. Files uploaded as custom hold music are retained and do not need to be re-uploaded.

**Note:** Be sure your organization has the correct music rights to use the music you have uploaded.

### Routing Kustomer Voice calls to your agents

For agents to be able to [make and receive calls using the Kustomer Voice app](https://help.kustomer.com/route-calls-to-kustomer-voice-ByuFCWYEa), you must create a team that will accept calls and turn on Kustomer Voice for a queue.

### Configuring Interactive Voice Response (IVR)

You can [set up an IVR](https://help.kustomer.com/set-up-voice-assistant-rJNZl9DUp) to gather customer information upfront and use the conversational assistant to route Kustomer Voice calls to the correct team.

### Making and receiving calls

Once you have set up Kustomer Voice calls to route to a team, agents from that team in an **Available** [status](https://help.kustomer.com/user-statuses-H1qvvNnD7#Update) can:

*   Make calls within Kustomer:
    *   Dial phone numbers directly in the Kustomer Voice widget.
    *   Select a phone number to call while viewing a customer's details.
    *   The maximum length of a call is 4 hours.
*   Receive calls within Kustomer:
    *   By default, agents have 30 seconds to accept a routed voice call before it can be reassigned.
    *   Calls that remain unanswered for 2 minutes are sent to voicemail (by default, but this value is configurable).
    *   Agents can place active calls on hold from the status bar.

**Note:** Calls will only connect if an agent has already turned on microphone permissions for their browser. If an agent accepts a call without turning these permissions on, the caller will continue to hear the hold music and won't hear the agent speaking.

### Transferring calls

Agents can select **Transfer call** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/5adb2c12efb874c38e764a3ef5d0ba18.png) in the status bar to transfer a call to another agent, queue, or an external number.

![Transfer call options](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/cdcda976cf3210f09b14d738ee568aeb.png)

When transferring a call to another agent or queue, agents can choose between a:

*   **Warm transfer** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/91848717f52602dff86c8983b791e9ee.png) Talk to the other agent before transferring the call. Warm transfers are not available when transferring a call to an external number.
*   **Cold transfer** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/d12c43d54139f06d3de7844857036a3d.png) Immediately transfer the call to another agent or queue.

Transfers can be canceled at any time. If an agent doesn't accept the transfer within 30 seconds, they will be marked as unavailable. If routing the call to a queue, the call will be routed to the next available agent.

### Forwarding existing numbers

You can use your existing support number with Kustomer Voice. To do so, you can either:

*   Set up call forwarding.
*   [Port your number to Kustomer](https://help.kustomer.com/port-number-SJgN737T).

To set up call forwarding:

1.  Create a number, or contact a Customer Success Manager to create a new support number in Kustomer.
2.  With your number created, configure call forwarding with your current service provider so that calls route to Kustomer Voice.

### Tracking your organization's usage

You can track how many minutes you've used or SMS/MMS you've sent using your Kustomer Voice number by going to **Settings > Billing > Manage Subscription**. Expand the Monthly Add-on section and look for the Usage section for Kustomer Voice. Here, you can view your current costs, minutes used, and SMS/MMS sent or received.

### **Troubleshoot voice call quality issues**

If agents experience no audio, one-way audio, or poor call quality:

1.  Verify the browser has permission to access the microphone. In Chrome, click the lock icon in the address bar and confirm **Microphone** is set to **Allow**.
2.  Confirm the agent is using a supported browser. Kustomer Voice requires a Chromium-based browser (Chrome or Edge).
3.  Check the agent's headset or microphone connection. Try a different audio device to rule out hardware issues.
4.  Check network and firewall rules. Kustomer Voice uses WebRTC, which requires specific ports and protocols. Verify that your network allows UDP traffic on the ports required for WebRTC.
5.  Try the call in an incognito or private browsing window to rule out browser extensions that may interfere with audio.
6.  If the issue persists, clear the browser cache and restart the browser.
7.  If the issue affects multiple agents, check your organization's network configuration for firewalls, VPNs, or proxy servers that may block WebRTC traffic.

### Related articles:

*   [Video: Configure Kustomer Voice](https://help.kustomer.com/video-configure-kustomer-voice-SJ6xRWLi0)
*   [Route Kustomer Voice calls to your teams](https://help.kustomer.com/route-calls-to-kustomer-voice-ByuFCWYEa)
*   [Set up a Kustomer Voice assistant for IVR](https://help.kustomer.com/set-up-voice-assistant-rJNZl9DUp)
*   [Video: Handle Kustomer Voice calls](https://help.kustomer.com/video-handle-kustomer-voice-calls-B18tl4Lj0)
*   [Kustomer Voice report](https://help.kustomer.com/kustomer-voice-report-rJflHgO5a)
*   [Port your number to Kustomer Voice](https://help.kustomer.com/port-number-SJgN737T)
*   [Register or verify your Kustomer Voice number for SMS](https://help.kustomer.com/voice-sms-B1ewwRjc0)