## 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 telephony calls, the platform offers **AI calls**: a Maestro AI agent answers the incoming
call instead of the team. That setting does not live in the Voice inbox — you configure it in the
**Calls** tab of a **WhatsApp** inbox, under the **AI agent** field. Both modes feed the same history
and the same panel.

The whole history is available in two places: the **Calls panel** in the sidebar, which gathers the
account's calls with filters and pagination; and the **call block in the contact panel** inside each
conversation. **WhatsApp Web** and **WhatsApp Cloud** calls show up in the same panel as telephony
calls — there are no separate lists per provider.

### Twilio Voice in Community edition

Twilio telephony uses the installation operator's account-level **Twilio Voice** feature. It requires neither an Enterprise license nor WhatsApp Inbox Suite. For WhatsApp calls, enable **WhatsApp Inbox Suite** and configure the corresponding WhatsApp inbox.

Disabling Twilio Voice prevents new calls and new phone access tokens. Existing calls can still be ended, and their events and recordings continue to be processed. Telephony history remains in conversations; the global Calls dashboard described below remains specific to installations that provide it.


With the Media Library enabled, recording imports include native Twilio and WhatsApp calls. A recording that arrives after a call ends can be included in the next import; existing files are reused without an additional copy.

## 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**: a WhatsApp inbox, the **WhatsApp Inbox Suite** feature enabled for the account
  (or a WhatsApp Web channel), and a Maestro AI agent already created.
- For the **Calls panel**: at least one inbox with voice enabled. With none, the page shows the
  **Make and receive calls in one place** invitation with the **Set up voice channel** button
  (available to administrators).

## 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, open a **WhatsApp** inbox, go to the **Calls** tab and pick the **AI agent** that should
   answer. Leave the field empty (**No AI agent (ring agents)**) to ring the team directly.
5. Make a **test call** and confirm it is logged in the contact's conversation.
6. Open **Calls** in the sidebar to see the call in the account list, with its status, who answered
   it, the originating inbox and the date.
7. Inside the conversation, open the contact side panel and check the **call history** block, with
   duration, agent and transcript when available.

## Settings & options

- **Calls**: receive and place calls, logged into the contact's conversation.
- **AI calls**: in the **Calls** tab of a WhatsApp inbox, besides the **AI agent** you switch
  recording on or off and cap the per-call duration. Saving is allowed only for people who manage
  inboxes.
- **Assignment and teams**: define who handles calls from that inbox.
- **Logging and reports**: each call is tied to the contact and feeds the reports.

### Calls panel

The **Calls** item in the sidebar opens the account's call list. It is available on Cloud and
Enterprise installations.

- **Quick filters**: **Missed** and **No reply** are always visible. **Other activity** holds
  **Incoming**, **Outgoing** and **In progress**.
- **Assignee**: an administrator-only filter, with an **All assignees** option. Non-administrators
  already see only their own calls, so the filter isn't offered to them.
- **More filters**: filter by **Inbox**, with **All inboxes** as the default. The list only offers
  inboxes with voice enabled.
- **State in the URL**: the activity filter, the assignee, the inbox and the page are written to the
  address, so a shared link reopens exactly the same view.
- **Pagination**: **25 calls per page**. With no activity filter, the header reads **All Calls (N)**;
  with a filter active, the total appears inside the filter chip itself.
- **What each row shows**: the contact (name or phone number), a status badge (**Ongoing**,
  **Incoming**, **Outgoing**, **Missed**, **No reply**, **Failed**), **Picked by** or **Dialed by**
  with the agent, or the outcome when no agent took it (**No agent answered this call**, **Contact
  did not answer**, **This call could not be connected**), the inbox icon and name, the date, and a
  shortcut to the conversation by its number.
- **Recording**: when the call has a recording, the row itself shows the audio player.
- **Who sees what**: administrators and users allowed to manage reports see the whole account.
  Everyone else sees only the calls they answered, within conversations they can still access.

### History inside the conversation

In the contact side panel, the call block lists that contact's calls newest first, with direction,
status, duration, agent and an expandable transcript when one exists. It refreshes in real time as
the call progresses. In Community, this read-only history stays available even when new calling is
disabled. It includes WhatsApp (Cloud and Web) and Twilio calls from conversations you can access.
Enterprise history retains its existing behavior.

## 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.
- Review the day's **Missed** calls and call people back before they go to a competitor.
- Share a pre-filtered link with leadership (for example, no-reply calls from one inbox) ahead of a
  follow-up meeting.

## 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.
- Treat **Missed** and **No reply** as two different things: *Missed* are inbound calls nobody
  answered; *No reply* are calls your team placed and the contact didn't answer.
- The block inside the conversation shows up to 100 calls for that contact. For long histories, use
  the Calls panel with filters and pagination.

## 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**: the AI agent answers **WhatsApp** calls. Check that the **Calls** tab
  of that inbox has an **AI agent** selected — left empty, the call rings human agents directly.
- **The panel shows the setup screen even though calls exist**: the page only lists calls when the
  voice feature is enabled on the account **and** at least one inbox has voice enabled. Re-enable
  voice on the inbox and reload.
- **I see fewer calls than my teammates**: without an administrator profile or the report-management
  permission, the list only shows the calls you answered.
- **The list is empty after filtering**: the **No calls found** message means that filter combination
  returned nothing. Go back to **All assignees** and **All inboxes** to check.
- **I don't see the call block inside the conversation**: it depends on the **WhatsApp Inbox Suite**
  feature being enabled for the account. Ask an administrator to enable it.
- **A row says "Deleted contact"**: the call stays on record even after the contact is removed from
  the database.

## 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)