Use this FAQ to quickly learn how AI Agents work, what they can do, and how to manage them.
What is a Textedly AI Agent?
A Textedly AI Agent is an AI-powered virtual assistant that answers phone calls on your Textedly number. The same number that you use to send text messages is now powered to take inbound phone calls. It greets callers, answers questions using your business information, and can route calls or take messages when needed.
Do I need a special phone number for AI Agents?
No, you do not need a special phone number. You simply need to activate the Textedly phone number (10DLC or toll-free) of your choice to use an AI Agent. These numbers are already doing all your text messages. Now they can be your Agent taking inbound calls 24/7.
Can I use AI Agents on more than one number?
Yes, you can assign AI Agents to different Textedly numbers. Each phone number can become an AI Agent. Common setups include:
One main AI Agent for your primary support number
Separate Agents for different locations or brands
A dedicated Agent for after-hours calls
Check your plan details or contact support if you need help setting up multiple Agents or phone numbers.
Can I have multiple AI Agents in the same account?
Yes. Many customers create multiple Agents, such as:
“Main Support Agent”
“After-Hours Agent”
“Spanish Sales Agent”
“VIP Customer Agent”
You can manage all of them from the AI Agents section in your Textedly account.
Does the AI Agent replace my team?
No. AI Agents are designed to assist your team, not replace them.
They are ideal for:
Answering common questions
Handling simple tasks
Taking messages and routing calls
For complex, sensitive, or high-value conversations, you can route callers to your human team.
Can AI Agents make outbound calls?
At this time, Textedly AI Agents are focused on inbound calls (answering calls that come into your Textedly number).
If outbound calling becomes available for AI Agents in the future, we’ll update our documentation and notify customers where appropriate.
Can I choose the Agent’s voice?
Yes. You can choose from a selection of voices (different tones, genders, accents, and age range).
To change the voice:
Open AI Agents → [Your Agent].
Go to the Voice Settings tab.
Select the voice you prefer and save.
We recommend making a quick test call after changing the voice.
How do I train the AI Agent with my business information?
You can train your AI Agent with your own documents and FAQs:
Go to AI Agents → [Your Agent] → Documents.
Upload files (such as FAQs, policies, hours, locations). We only support PDF files.
Add FAQ-style questions and answers using your knowledge base.
The Agent will use this information to answer callers more accurately.
Is there a limit to how many documents I can upload?
Most accounts can upload multiple documents and FAQs without issue. If you have a very large amount of content or run into limits, we recommend:
Contacting Textedly Support if you need guidance on structuring or expanding your knowledge base
How are AI Agent calls billed?
AI Agent calls typically use voice minutes based on call duration. Your plan may also charge on a per Agent activation cost.
To see how your account is billed:
Go to your Subscription/Plan section in Textedly.
Review the details about AI Agent minutes, included bundles, and any overage pricing.
Check your AI Agents → Usage/Analytics area to see how many minutes you’ve used.
If anything is unclear, contact support and we’ll walk you through your usage.
Can I turn the AI Agent off?
Yes. You’re always in control.
To disable an AI Agent:
Go to AI Agents in your Textedly account.
Open the Agent you want to delete.
Toggle the Status to delete.
Confirm your changes.
Calls to that number will then follow your other configured routing (such as forwarding or voicemail) instead of going to the AI Agent.
Is my data secure?
Textedly takes data security and privacy seriously. Your AI Agent uses data you provide (documents, FAQs, settings) to respond to callers, and we apply industry-standard security practices to protect your account.
For more information, please review Textedly’s Privacy Policy and Terms of Service, or contact us if you have specific security questions.