Twilio: Import your Twilio phone number into ElevenLabs, verify it with your Twilio SID/Auth Token, and assign it to an agent. (help.elevenlabs.io)
Non‑Twilio: Connect existing numbers via SIP trunking and assign them to agents; porting is not required. (elevenlabs.io)
Enable human handoff
Add the Transfer to Human system tool (transfer_to_number) to your agent and pre‑configure allowed destination numbers or SIP URIs and the conditions for transfer. Transfers are only available on phone calls (not the chat widget). (elevenlabs.io)
Supported transfer methods: Conference transfer (default) or SIP REFER (requires SIP calls and a trunk that permits REFER). You can transfer to external phone numbers (Twilio or SIP trunk) or to SIP URIs. (elevenlabs.io)
Important limitations
If you keep full control of Twilio using the Register Call endpoint (i.e., you don’t import the number into ElevenLabs), call transfer is not available. (elevenlabs.io)
Optional contact-center routing
If you use Genesys, the integration supports transferring calls back to Genesys to route to specific numbers or queues. (elevenlabs.io)
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