This guide is the entry point for setting up telephony on the Newo platform. It walks you through the four-step process — from identifying the correct provider to testing your live connection — and directs you to the provider-specific articles for each stage.
Process overview
Telephony setup follows four steps:
Find a provider: Use the country coverage tool to determine which telephony provider supports your target country.
Purchase a number: Buy a phone number through the identified provider (Twilio, Telnyx, or a third-party SIP provider).
Configure the agent connector: Link the purchased number to your AI Employee in the Builder.
Test and validate: Confirm that inbound/outbound voice and SMS are working correctly.
Open the country coverage tool
Go to the Newo country coverage tool to check provider availability for your target country.
The tool displays one row per country. Each column provides the following information:
Column | Description |
Partner | The local partner associated with the country |
Capabilities | Voice, SMS, or both |
Provider | The telephony provider available (Twilio, Telnyx, or other) |
Numbers | Whether numbers are currently available to purchase |
Status | The approval status for that country (see the status legend below) |
Understand the status legend
Each country row has a status that indicates whether numbers can be purchased immediately or whether additional steps are required.
Status | Meaning |
Approved | Numbers can be purchased immediately. No additional documents required. |
Collecting Docs | Compliance documents are being gathered from the partner. Purchase is not yet available. |
Partner Contacted | The local partner has been contacted to begin the compliance process. |
Under Review | Submitted documents are under review by the provider. |
Need Partner | A local partner is required before numbers can be provisioned in this country. |
⚠️ CAUTION
If the country status is not Approved, compliance documents may be required from the local partner first. Document upload and compliance onboarding are outside the scope of these guides.
Check required documents
Expand a country row in the coverage tool to view the specific compliance documents required by the provider for that country. Document types vary by country and provider — common examples include proof of address, business registration, and government-issued identification. Use the Copy button in the expanded row to share the document list with the local partner.
🗒️ NOTE
In approximately 90% of cases, the provider will be either Twilio or Telnyx.
Choose your setup path
After confirming the provider for your target country, follow the step-by-step sequence for that provider below.
Twilio
Purchase a phone number via Twilio — Buy a number from the Newo Twilio account and note the E.164 number.
Configure the Twilio connector — Link the purchased number to your AI Employee and paste the webhook URL into the Twilio Console.
Test and validate telephony setup — Run inbound/outbound voice and SMS tests and confirm the agent is live.
Telnyx
Purchase a phone number via Telnyx — Buy a number from the Newo Telnyx account and assign the correct requirements group.
Configure the Telnyx connector — Link the purchased number to your AI Employee's voice and SMS connectors.
Test and validate telephony setup — Run inbound/outbound voice and SMS tests and confirm the agent is live.
Third-party SIP provider
Use this path when neither Twilio nor Telnyx is available for your target country (e.g. Wavix or Zadarma).
Set up telephony with a third-party SIP provider — Verify provider compatibility, collect SIP credentials, and configure the voice and SMS connectors. Purchase and configuration are covered in a single article.
Test and validate telephony setup — Run inbound/outbound voice and SMS tests and confirm the agent is live.
After setup
Once telephony is configured and tested, you can verify the assigned number on the agent:
View the AI Employee's assigned phone number — Confirms the provisioned number stored on the agent and explains how it is used for inbound routing and Assessor testing.
Quick reference
Resource | Description |
Check provider availability and compliance status by country | |
Manage Twilio phone numbers, regulatory bundles, and webhook configuration | |
Manage Telnyx phone numbers, requirements groups, and number orders | |
E.164 format | International phone number format (e.g. |
Regulatory Bundle | A Twilio-specific compliance package that must be assigned when purchasing a number |
Requirements Group | A Telnyx-specific compliance package that must be assigned when purchasing a number |
View the AI Employee's assigned phone number | Where to find and verify the provisioned number stored on the agent |