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Voice channel: calls and AI calls

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

The Voice channel brings phone call support into the platform. Calls are logged alongside the contact's other conversations, with history, assignment, internal notes and reports — unifying voice and text in the same operation.

Beyond traditional calls, the channel offers AI calls, where artificial intelligence assists voice support. Both modes live in the same settings area of the Voice inbox.

Prerequisites

  • An administrator profile to create and configure the Voice inbox.
  • The Voice channel enabled for your account — it's an optional feature; if it doesn't appear, confirm with an administrator.
  • The voice provider's credentials/integration required by the channel setup.
  • For AI calls, the artificial intelligence features enabled on the account.

Step by step

  1. Under Settings → Inboxes, create a new inbox and choose Voice.
  2. Enter the inbox name and the voice provider's integration details.
  3. Define how calls behave (receiving, forwarding and logging).
  4. To use AI, enable the AI calls option and adjust the assistant's behavior.
  5. Make a test call and confirm it is logged in the contact's conversation.

Settings & options

  • Calls: receive and place calls, logged into the contact's conversation.
  • AI calls: artificial intelligence support during voice handling.
  • Assignment and teams: define who handles calls from that inbox.
  • Logging and reports: each call is tied to the contact and feeds the reports.

Use cases

  • Serve customers by phone without losing the history of their text conversations.
  • Use AI to assist triage and call handling at high volume.
  • Centralize voice, WhatsApp and other channels in the same queue and the same reports.

Tips, limits & best practices

  • Test audio (input and output) before putting the channel into production.
  • Combine the Voice channel with assignment rules to distribute calls fairly.
  • When using AI calls, review the assistant's behavior periodically.

Troubleshooting

  • Calls don't connect: verify the provider integration and the credentials entered.
  • I don't see the Voice option: the channel may not be enabled for your account — talk to an administrator.
  • AI doesn't act on calls: confirm the AI features are enabled and that the option was turned on in the inbox.

See also