> ## Documentation Index > Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt > Use this file to discover all available pages before exploring further. # Digital and Voice Channels Deploy AI Agents across digital and voice channels. *** ## Overview AI for Service supports two broad channel categories: | Category | Channels | | -------------------------------- | ----------------------------------------------------------------------------------------------------------------------- | | [**Digital**](#digital-channels) | Enterprise messaging (Slack, Teams, WhatsApp), social (Facebook Messenger, Instagram), web/mobile, webhooks, email, SMS | | [**Voice**](#voice-channels) | Voice Gateway (native), third-party voice (Twilio, Alexa, AudioCodes, IVR) | Add and manage channels from **Flows & Channels > Channels**. *** ## 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 →](/ai-for-service/channels/adding-channels-to-your-bot) *** ## 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:** Product > **Flows & Channels > Channels > Voice Gateway** #### Configure Voice Gateway | Task | Description | | ------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **[Buy Phone Number](/ai-for-service/channels/voice-gateway/configure-voice-gateway#buy-new-phone-number)** | Buy Twilio-managed numbers or import existing ones. Attach a Start Flow to each number. | | **[SIP Trunk](/ai-for-service/channels/voice-gateway/configure-voice-gateway#sip-trunk-setup)** | 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](/ai-for-service/channels/voice-gateway/configure-voice-gateway#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](/ai-for-service/channels/voice-gateway/configure-voice-gateway#voice-call-properties-account-level)** | 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](/ai-for-service/channels/voice-gateway/utility-functions-in-voice-gateway)** | `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)](/ai-for-service/channels/voice-gateway/speech-customization)** | 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](/ai-for-service/channels/voice-gateway/features-and-capabilities)** | SSML support for controlling pitch, rate, volume, and pronunciation in TTS responses. | | **[SIP Trunk](/ai-for-service/channels/voice-gateway/sip-trunk)** | Configure SIP-based call transfers between telephony endpoints and Contact Center AI. | #### Deployment and Operations | Topic | Description | | ------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------- | | **[IPs, Ports, and Protocols](/ai-for-service/channels/voice-gateway/deployment-and-operations#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](/ai-for-service/channels/voice-gateway/deployment-and-operations#infrastructure-setup-guide)** | Network cabling, QoS, bandwidth, firewall, VPN, and WLAN requirements for voice traffic. | | **[Firewall Requirements](/ai-for-service/channels/voice-gateway/deployment-and-operations#firewall-requirements)** | Port and service configurations for WebRTC (Agent Desktop) across asymmetric and symmetric NAT environments. | #### Troubleshooting | Issue | Resolution | | ---------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------- | | **[App Publish is Failing](/ai-for-service/channels/voice-gateway/troubleshooting#app-publish-is-failing)** | Check `SIPTRUNK` status in the `dockstatus` API response via browser DevTools. | | **[Agent transfer isn't working](/ai-for-service/channels/voice-gateway/troubleshooting#agent-transfer-isnt-working)** | Verify Voice Enabled is on for the user, transfer type is set to SmartAssist, and the WebSocket/REGISTER handshake returns 200 OK. | | **[Troubleshooting](/ai-for-service/channels/voice-gateway/troubleshooting#tts-error-during-voice-call)** | Reselect the voice in Voice Preferences and make a minor edit to the flow to force the system to register the change. | *** ### Third-Party Voice | Channel | Integration Method | Key Notes | | --------------------------------------------------------------------- | ------------------------------ | ------------------------------------------------------------------------------------------------------------------------- | | **[Amazon Alexa](/ai-for-service/channels/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](/ai-for-service/channels/add-twilio-voice-channel)** | TwiML App + Webhook URL | Associate a Twilio phone number with the TwiML app. Optional agent transfer via BotKit SDK. | | **[IVR-AudioCodes](/ai-for-service/channels/ivr-audio-codes)** | Webhook (JWT-authenticated) | Configure the Webhook URL as `botURL` in AudioCodes VoiceAI Connector. | | **[IVR Integration](/ai-for-service/channels/ivr-integration)** | VXML + Webhook | Native VXML generation, hybrid IVR flows, ASR metadata extraction, IVR Sandbox for testing without a live IVR system. |