Integrating AI Voice

AI Voice brings automated, real-time conversational calling into your multi-channel customer journeys. By placing voice calls alongside Email, WhatsApp, and SMS, you can re-engage customers precisely when text-based channels go quiet or when an urgent touchpoint is required.

AI Voice supports both:

• Outbound Calls: Triggered automatically by customer actions or journey delays (e.g., payment recovery, delivery confirmation).
• Inbound Calls: Answering incoming customer queries instantly and escalating to a live human agent with full context when necessary.

Define the Journey Trigger

Identify the point in your Customer Journey where a voice call adds value. Common triggers include:

• No Response Timeout: A user opens a WhatsApp or SMS message about a pending payment or delivery but takes no action within a set time frame (e.g., 2 hours).
• High-Priority Events: Urgent notifications requiring immediate confirmation.

Connect via Webhook

To trigger an AI Voice outbound call or pass contextual user data, insert a Webhook node into your journey flow:

• Add a Webhook Action node directly after your condition/timeout block.
• Configure the HTTP POST request to endpoint targeting the AI Voice service.
• Pass the required user properties in the payload (e.g., phone_number, first_name, order_id, custom_context).

For full specifications on payload formatting, header parameters, response handling, and security signatures, refer to our Webhook Documentation.

Handle Call Outcomes and Agent Handoffs

Once the AI Voice call completes, the system returns status events back to indigitall (e.g., call_completed, payment_confirmed, transferred_to_human).

• Successful Resolution: Continue the customer along the primary journey path.
• Escalation / Human Handoff: If the customer requests live assistance during the call, AI Voice routes the call to your support queue along with the full conversation transcript and customer context.

Best Practices

• Timing Matters: Set reasonable quiet hours (e.g., do not trigger outbound calls between 9:00 PM and 8:00 AM in the recipient's local time zone).
• Fallback Options: If an AI Voice call goes unanswered or to voicemail, route the user to a secondary SMS or email follow-up node within the journey.