Twilio can carry the calls between your callers and the agent. You can keep your existing number and forward it, or set up a number for the agent. Because the telephony layer is separate from the agent, you can change numbers, add lines or add routing later without rebuilding the conversation itself.
Think about how callers will reach you. Forwarding your current number is the simplest route, and callers notice nothing. Twilio can also send the SMS confirmations and fallback texts that the booking and follow-up agents use. Message rules vary by country, so we check what applies to you and keep the wording clear, with an easy way to opt out. Outbound calls use the same line, within the hours you set.
If you already have a Twilio account, tell us who manages it. If not, we can talk through the options on the discovery call. Check with your phone provider that forwarding is allowed on your current line. We test with calls from several phones before launch, including a mobile on a weak signal, to hear how the agent copes with real conditions.
Be clear about who owns the numbers. If a number is in your name, you keep control and can move it later. If you ever pause or end the service, you should know exactly what happens to the line. We write that down in the plan so there are no surprises for you or your callers.