🔑 Core Concept: One Number, Three Agent Roles

Before diving into either channel, this is the single most important thing for a new user to understand, and the reason VoicePalace's number setup looks different from most other platforms.

Why this matters:
Most platforms treat a phone number as a single-purpose resource: you either hand it to a human agent or a bot, but not both. VoicePalace numbers are SIP-trunked through Twilio, which removes that limitation entirely.

VoicePalace phone numbers can be used simultaneously in GoHighLevel and by your AI agents. Using the number in GHL doesn't block the AI from using it, and vice versa

• The number stays fully usable for manual calls placed from GHL

• The number stays fully usable for manual texts sent from GHL

• A Voice AI Agent can answer or place calls on that same number

• An SMS AI Agent can send/receive texts on that same number

All four happen on the same underlying number at the same time.

Within the AI side specifically, that same number can carry up to three independent agent assignments, each configured completely separately, different prompts, different functions, even different voices or models:

• An SMS Agent (handles inbound/outbound texts)

• A Voice Inbound Agent (answers inbound calls)

• A Voice Outbound Agent (used when the number dials out)