The Voice Communication section covers how your AI agent connects to and interacts with voice communication systems. It enables handling inbound calls, integrating with telephony providers, and managing voice-based interactions through different protocols and infrastructures.

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What You Can Do

With telephony integrations, your system can:
  • receive incoming calls
  • route calls between agents or systems
  • connect to external telephony providers
  • handle voice-based customer interactions
  • integrate with SIP and traditional phone networks

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Key Concepts

Telephony is built on several core technologies and standards:
  • SIP (Session Initiation Protocol) — used for establishing and managing voice sessions
  • SIP Trunk — connects your system to telephony providers over the internet
  • PSTN (Public Switched Telephone Network) — traditional phone network
Each of these is explained in detail in the subpages.

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How It Works

A typical telephony flow:
  1. A call is received or initiated
  2. The system connects through a telephony provider
  3. Voice interaction is handled by the AI agent
  4. The call can be routed, transferred, or processed

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Use Cases

Telephony is commonly used for:
  • call center automation
  • voice assistants
  • inbound customer support
  • outbound notifications and campaigns
  • call routing and forwarding

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Best Practices

  • configure integrations before enabling call flows
  • validate phone numbers and routing rules
  • handle fallback scenarios (e.g., transfer to human)
  • monitor call quality and connection stability

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Notes

  • telephony behavior depends on your provider
  • SIP and PSTN may have different limitations
  • proper configuration is required for reliable operation