Digital and Voice Channels

Deploy AI Agents across digital and voice channels.

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Overview

AI for Service supports two broad channel categories:

Category	Channels
Digital	Enterprise messaging (Slack, Teams, WhatsApp), social (Facebook Messenger, Instagram), web/mobile, webhooks, email, SMS
Voice	Voice Gateway (native), third-party voice (Twilio, Alexa, AudioCodes, IVR)

Add and manage channels from Flows & Channels > Channels.

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Digital Channels

Digital channels cover all non-voice delivery mechanisms. The platform groups them into Enterprise, Social, and Other categories.

Category	Examples
Enterprise	Amazon Connect Chat, Genesys Cloud CX, Microsoft Teams & Copilot, Slack, WhatsApp Business, Zoom Contact Center
Social	Facebook Messenger, Instagram, Twitter, Telegram, WeChat, Line
Other	Email, SMS, Twilio SMS, Web/Mobile Client, Widget SDK, Webhook

To enable a channel: Go to Flows & Channels > Channels > Digital > All, select the channel, configure it, and publish the app for admin approval.

After a channel is configured, you can edit, test, disable, or delete it from the Configured list.

Full list of digital channels and setup instructions →

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Voice Channels

Voice Gateway

Voice Gateway is the platform’s native voice automation solution. It manages inbound call flows for Contact Center AI and integrates with existing telephony infrastructure.

Go to: Flows & Channels > Channels > Voice Gateway

Configure Voice Gateway

Task	Description
Buy Phone Number	Buy Twilio-managed numbers or import existing ones. Attach a Start Flow to each number.
SIP Trunk	Configure network IPs/FQDNs, DID numbers, transport (TCP/UDP/TLS), and SIP credentials. Supports both Contact Center AI and Agent AI (SIPREC or WebSocket).
ASR and TTS	Set Speech-to-Text and Text-to-Speech providers (Google, Microsoft Azure, AWS Polly, ElevenLabs, Deepgram, OpenAI, PlayHT) per language. Configure primary and fallback providers.
Voice Call Properties	Define global call behavior: end-of-task actions, event handlers, call termination, timeout prompts, barge-in, and retry limits.

Advanced Configuration

Topic	Description
Utility Functions	agentUtils-dynamically modify SIP transfer properties before routing to the agent desktop. voiceUtils-control calls directly: hangup, SIP refer/invite, abort prompts, DTMF, pause/play, voicemail, transfer.
Speech Customization (Call Control Parameters)	Override ASR/TTS settings at session or node level. Parameters include provider, language, voice name, barge-in, timeout, DTMF collection, confidence thresholds, and vendor-specific options (Microsoft, Google, AWS, NVIDIA, Deepgram).
Features and Capabilities	SSML support for controlling pitch, rate, volume, and pronunciation in TTS responses.
SIP Trunk	Configure SIP-based call transfers between telephony endpoints and Contact Center AI.
Fallback and Resilience	Configure fallback mechanisms for handling SIP failures, downtime, and infrastructure issues.

Deployment and Operations

Topic	Description
IPs, Ports, and Protocols	Region-specific SIP server IPs, FQDNs, RTP ranges, and WebRTC SBC details for US East/West, AU, IN, EU (London), DE, JP, UAE, SG.
Infrastructure Setup	Network cabling, QoS, bandwidth, firewall, VPN, and WLAN requirements for voice traffic.
Firewall Requirements	Port and service configurations for WebRTC (Agent Desktop) across asymmetric and symmetric NAT environments.

Troubleshooting

Issue	Resolution
App Publish is Failing	Check SIPTRUNK status in the dockstatus API response via browser DevTools.
Agent transfer isn’t working	Verify Voice Enabled is on for the user, transfer type is set to SmartAssist, and the WebSocket/REGISTER handshake returns 200 OK.
Troubleshooting	Reselect the voice in Voice Preferences and make a minor edit to the flow to force the system to register the change.
Troubleshooting ASR and TTS	Troubleshoot the common issues with ASR and TTS.

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Third-Party Voice

Channel	Integration Method	Key Notes
Amazon Alexa	Alexa Skills Kit + Webhook URL	Export dialog tasks as Alexa Interaction Model JSON, or use AMAZON.SearchQuery to redirect utterances to the assistant.
Twilio Voice	TwiML App + Webhook URL	Associate a Twilio phone number with the TwiML app. Optional agent transfer via BotKit SDK.
IVR-AudioCodes	Webhook (JWT-authenticated)	Configure the Webhook URL as botURL in AudioCodes VoiceAI Connector.
IVR Integration	VXML + Webhook	Native VXML generation, hybrid IVR flows, ASR metadata extraction, IVR Sandbox for testing without a live IVR system.