Who this guide is for

You run a US contact center. Your numbers already live on Aircall, Twilio or RingCentral, and your agents already know the queues, the wrap-up codes and the escalation paths. You want an AI voice agent to pick up the routine inbound calls, such as order status, account questions and policy lookups, without ripping out the phone system the team depends on.

This guide covers how calls get from those platforms to Fini, what the agent does once it answers, how handoff to a person works, and what to check before you switch it on. It sticks to what Fini documents today. Where setup depends on your plan or your carrier, it says so.

How calls get from your phone system to Fini

Fini connects at the phone line. There is no Aircall app or RingCentral marketplace listing to install. You pick one of three routes, and your Fini contact sets up the numbers and routing with you, since this part is not self-serve.

• Port a number. Move an existing number to Fini. Callers dial the same number they always have, and Fini answers first.

• Forward calls. Keep the number on Aircall, Twilio or RingCentral and forward some or all calls to a Fini number. This is the least disruptive way to start, because you can forward one line or one after-hours window and leave the rest alone.

• Connect over SIP. If your platform routes calls over SIP, Fini can take them that way. Check what your plan supports before you pick it.

Forwarding is the easiest place to start. It lets you test on a slice of real traffic, compare outcomes against your human queue, and widen the slice once the numbers hold up.

Aircall, Twilio and RingCentral: what changes for each

Aircall. Your Aircall numbers and team routing stay where they are. You forward the lines you want covered to Fini, and transfers back to people land in the Aircall queue your agents already work.

Twilio. Twilio users usually own their call flow in code or Studio. You can send calls to Fini by forwarding to a Fini number or over SIP, and point the human fallback at whatever Twilio queue or number your agents use today.

RingCentral. RingCentral teams can forward a main line, a department line or an after-hours rule to Fini. Escalations transfer back into the RingCentral call queue.

In every case, confirm the exact routing with your Fini contact before go-live. The goal is that a caller never notices a handoff between systems.

What the voice agent does on a call

Fini's voice agent answers inbound phone calls with the same knowledge and actions your chat and email setup uses. It looks up the answer, takes the action your workflows allow, and confirms back to the caller. Response latency stays under 100 ms, so the conversation does not stall between turns, and it speaks multiple languages.

It can dial out too. Fini places outbound calls and sends SMS, so appointment reminders, callbacks and follow-up texts run on the same agent and the same knowledge as your inbound lines. Check with your Fini contact which numbers those calls and texts should go out from.

Handoff to your human team

When a call needs a person, Fini escalates in one of two ways. It can do a live transfer to your human phone queue, or it can create a ticket for follow-up. Either way, the transcript goes with it. Your agent picks up knowing what the caller asked, what Fini already checked, and why it escalated.

Decide your escalation rules before launch. Common triggers are a caller asking for a person, a billing dispute above a set amount, or a topic you do not want automated at all.

After the call: tickets, transcripts and recording

Completed calls can land in Front, HubSpot or Gorgias as a ticket with a call summary and the full transcript. That keeps voice in the same reporting view as your other channels, so QA and team leads do not need a second tool to review phone conversations.

Call recording is optional and off by default. Turn it on only if your QA or compliance process needs it.

Compliance for US contact centers

Fini is HIPAA-compliant and BAA-eligible, which matters if your callers share health or insurance details. Pair that with recording off by default and transcripts routed into your existing helpdesk, and you keep sensitive call data inside systems your security team already reviews.

Ask your Fini contact for the current compliance documentation during procurement, and include your own call disclosure language in the greeting if your state or industry requires it.

How Fini AI is priced

Current pricing is on the Fini pricing page. When you model cost, compare per-call voice pricing against your current cost per handled call, not against chat resolution pricing.

Rollout checklist

1. List the call types you want automated first, using last quarter's call reasons from Aircall, Twilio or RingCentral.

2. Pick a route with your Fini contact: forward one line, port a number, or connect over SIP.

3. Write escalation rules and confirm which queue live transfers land in.

4. Connect your helpdesk so completed calls create tickets in Front, HubSpot or Gorgias.

5. Decide on recording. It stays off unless you turn it on.

6. Forward a small slice of traffic, review transcripts daily for the first week, then widen.

Frequently asked questions

Does Fini have a native Aircall, Twilio or RingCentral integration?

Fini does not list a dedicated app for Aircall, Twilio or RingCentral. The connection happens at the phone line: you port a number to Fini, forward calls to a Fini number, or route calls over SIP if your platform supports it. Your Fini contact sets up numbers and routing with you.

Can Fini make outbound calls or send SMS from my phone system?

Yes. Fini's voice agent answers inbound calls, places outbound calls and sends SMS, so reminders, callbacks and follow-up texts can run on the same agent that picks up your lines.

How is Fini voice billed?

Current pricing is on the Fini pricing page.

What happens when the AI voice agent can't resolve a call?

It escalates. The call goes to your human phone queue as a live transfer, or becomes a ticket, and the transcript goes with it so the caller does not have to repeat themselves.

Can I keep my existing phone numbers?

Yes. You can port the numbers you already publish, or keep them where they are and forward calls to Fini. Which route fits depends on how much of your current call flow you want to keep.

Is Fini voice suitable for healthcare contact centers?

Fini is HIPAA-compliant and BAA-eligible. Call recording is optional and off by default, which helps teams that handle protected health information keep recordings to the minimum they need.

Talk to Fini about your phone setup

If your contact center runs on Aircall, Twilio or RingCentral and you want AI to answer calls, make follow-up calls and send texts without changing your phone system, talk to the Fini team. Bring your current routing and your top call reasons, and you can leave with a concrete plan for which lines to cover first.