## 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

- [WhatsApp Inbox Suite: Templates, Flows and Calls](/hc/ajuda/articles/inboxes-channels-whatsapp-inbox-suite-en)
- [API channel for custom integrations](/hc/ajuda/articles/inboxes-channels-canal-api-en)
- [Inbox settings](/hc/ajuda/articles/inboxes-channels-configuracoes-de-inbox-en)
- [Overview of inboxes and channels](/hc/ajuda/articles/inboxes-channels-overview-en)