Phone and WhatsApp
Phone and WhatsApp distribution are configured from an agent’s Distribute tab. The current distribution channels are Web widget, API, Phone, WhatsApp, and Webhooks.
Use Phone when an agent should handle PSTN calls. Configure provider credentials and phone numbers before scheduling or receiving calls.
Phone activity appears in Calls, which has All and Pending views. Use direction, origin, and status filters to separate inbound calls, scheduled calls, rescheduled callback requests, completed calls, in-progress calls, and failed calls.
Phone audio counts toward voice minutes.
Use WhatsApp when the workspace has messaging distribution enabled and the provider setup is complete. Follow the dashboard setup flow for account selection, connection status, and channel-specific values. In Meta’s webhook configuration, subscribe the WABA to both messages and calls so the same callback can receive text messages and WhatsApp voice call events.
WhatsApp text replies count toward WhatsApp messages.
WhatsApp voice calls appear in Calls when voice calling is enabled for the number and the number is assigned to an agent.
Before launch
Section titled “Before launch”For either channel:
- Test the agent’s prompt, knowledge, actions, and listening behavior.
- Confirm provider credentials in Settings.
- Check wallet credits and usage limits in Billing.
- Run at least one staging interaction and inspect Conversations, Calls when applicable, and Observability.
- Keep provider secrets and workspace API keys out of browser and client-side code.