Telephony integration is currently in experimental phase.

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Overview

The telephony integration in OKCHAT.AI enables your voice assistant to handle phone calls, allowing users to interact with your chatbot through traditional phone systems. This powerful feature extends your AI assistant’s reach to users who prefer voice communication over text-based interactions.

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Purpose and Benefits

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Why Use Telephony Integration?

Accessibility

Make your AI assistant accessible to users who prefer phone calls or have limited internet access

Business Applications

Perfect for customer support, appointment booking, information hotlines, and automated assistance

Wider Reach

Expand your service availability to traditional phone users and older demographics

Natural Interaction

Voice conversations feel more natural and personal than text-based interactions

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Key Use Cases

  • Customer Support: Provide 24/7 automated phone support
  • Appointment Booking: Handle scheduling through voice interactions
  • Information Hotlines: Create automated information services
  • Lead Qualification: Screen potential customers via phone
  • Order Processing: Accept orders through voice commands

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Supported Telephony Providers

OKCHAT.AI currently supports Twilio for telephony integration.

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Twilio

Twilio

Global communications platform with extensive features. Voice calls. SMS capabilities. SIP support. Global coverage. Seemless integration with OKCHAT.AI

Best for: Businesses needing reliable, scalable phone services with global reach.

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Configuration Guide

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Prerequisites

Before setting up telephony integration, ensure you have:

  • An active OKCHAT.AI account with voice agent access
  • A configured voice assistant/chatbot
  • A Twilio phone number with voice capabilities
  • Twilio credentials (API keys, account information)

Voice Capability Required: Make sure your phone number supports voice capabilities. Phone numbers without voice support will not work for telephony integration. Verify with your provider that the number can handle incoming and outgoing voice calls.

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Step 1: Access Telephony Settings

  1. Navigate to Voice Widget: Go to your chatbot dashboard and select the “Voice Widget” tab
  2. Select Telephony Tab: Click on the “Telephony” tab to access phone number management

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Step 2: Add Your Phone Number

  1. Click ‘Add Phone Number’: Select the “Add Phone Number” button to open the configuration modal
  2. Enter Phone Number Details: Fill in your Twilio phone number and provide a descriptive label

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Step 3: Provider-Specific Configuration

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Twilio Setup

For Twilio integration, you’ll need:

  • Account SID: Your Twilio Account SID (starts with “AC”)
  • Auth Token: Your Twilio Auth Token (keep this secure)
  • Phone Number: Your Twilio phone number in E.164 format (e.g., +1234567890)

Finding Your Twilio Credentials:

  1. Log into your Twilio Console
  2. Navigate to Account > Account dashboard
  3. Copy your Account SID and Auth Token
  4. Ensure your phone number has voice capabilities enabled

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Step 4: Configure Inbound Calling

After adding your phone number:

  1. Setup Inbound: Click the “Setup Inbound” button next to your phone number
  2. Automatic Configuration: OKChat will automatically configure the necessary webhooks and routing
  3. Verify Status: Confirm the status shows “Inbound Ready” with a green indicator

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Step 5: Configure Outbound Calling (Optional)

For outbound calling capabilities:

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Twilio Outbound Setup

  1. Setup Outbound: Click the “Setup Outbound” button next to your Twilio phone number
  2. Authentication Options: Choose between auto-generated or manual SIP credentials
  3. Automatic Configuration: OKChat will configure the SIP trunk and authentication

Whitelist Destination Countries in Twilio: For outbound calls to work, you must whitelist destination countries in your Twilio account. In your Twilio Console, search for Programmable Voice, then navigate to Voice Geographic Permissions. Select the countries you need from the Low Risk tab and save your changes.

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Phone Number Management

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Status Indicators

Each phone number in your dashboard displays several status indicators:

  • Active/Inactive: Shows whether the phone number is currently enabled
  • Inbound Ready: Green indicator when inbound calling is properly configured
  • Outbound Configured: Shows outbound calling setup status
  • Provider Badge: Displays the telephony provider (Twilio)

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Available Actions

For each phone number, you can:

  • Activate/Deactivate: Toggle the phone number on or off
  • Setup Inbound: Configure inbound calling capabilities
  • Setup Outbound: Configure outbound calling for Twilio
  • Delete: Remove the phone number from your account

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Provider Overview

The Provider Overview section shows:

  • Number of connected phone numbers
  • Active vs total numbers
  • Inbound configuration status
  • Outbound configuration status
  • Overall setup progress

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Testing Your Integration

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Basic Functionality Test

  1. Make a Test Call: Call your configured phone number from any phone
  2. Verify Connection: You should hear your voice assistant’s greeting message
  3. Test Conversation: Have a brief conversation to ensure proper voice recognition and response
  4. Check Call Logs: Review call logs in your OKChat dashboard for any issues

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Advanced Testing

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Troubleshooting

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Common Issues and Solutions

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Debug Checklist

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1. Verify Phone Number Configuration

  • ✅ Phone number format is correct (E.164)
  • ✅ Provider credentials are valid
  • ✅ Phone number has voice capabilities
  • ✅ Status shows “Inbound Ready”

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2. Check Provider Settings

  • ✅ Twilio webhooks are configured
  • ✅ Account has sufficient credits/balance
  • ✅ No service outages reported

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3. Test Voice Assistant

  • ✅ Voice widget works via web interface
  • ✅ Knowledge base is properly connected
  • ✅ Voice recognition settings are optimal
  • ✅ Response generation is functioning

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4. Network and Infrastructure

  • ✅ DNS resolution working properly
  • ✅ Network latency is acceptable
  • ✅ OKChat services are operational

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Monitoring and Analytics

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Call Analytics

Monitor your telephony integration performance through:

  • Call Volume: Track number of inbound calls
  • Call Duration: Average conversation length
  • Success Rate: Percentage of successful call completions
  • User Satisfaction: Track conversation quality metrics

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Best Practices

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Voice Assistant Optimization

Optimize for Phone Conversations: Phone calls have different dynamics than web chats. Keep responses concise and clear.

  • Use clear, conversational language
  • Keep responses under 30 seconds when possible
  • Provide clear menu options for complex workflows
  • Include confirmation steps for important actions
  • Handle background noise gracefully

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Security Considerations

Protect Sensitive Information: Be cautious about handling sensitive data over phone calls.

  • Never store or transmit credit card information
  • Implement caller verification for sensitive operations
  • Use secure, encrypted connections
  • Regularly rotate API keys and credentials
  • Monitor for suspicious calling patterns

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Getting Support

For technical issues or complex integrations:

  1. Check System Status: Visit our status page to verify service availability

  2. Gather Information: Collect relevant details:

    • Phone number experiencing issues
    • Error messages or codes
    • Time and date of incidents
    • Steps to reproduce the problem

  3. Contact Support:

    • Email: [email protected]
    • Priority Support: Available for enterprise customers
    • Response Time: 24-48 hours for standard support

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Provider-Specific Support

For provider-related issues, please refer to Twilio’s support resources:

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Twilio Issues