# "How to Set Up On-Chat Custom Voice Channel"

> "On-Chat Custom Voice lets your team handle inbound and outbound voice calls directly from the On-Chat inbox using your existing VoIP provider."

URL: https://on-chat.live/guides/how-to-set-up-on-chat-custom-voice-channel/
Last updated: 2026-11-14

## Introduction
On-Chat Custom Voice channel enables businesses to manage voice calls alongside digital messaging channels in a single inbox. By integrating your VoIP provider with On-Chat's voice channel, your support team can handle inbound calls, make outbound calls, and log call records — all without leaving On-Chat.

**SEO Keywords:** On-Chat voice channel, VoIP customer support, voice call helpdesk integration, On-Chat phone support, custom voice inbox, call center On-Chat

## Prerequisites
- On-Chat account with admin access
- A VoIP provider account (e.g., Twilio, Vonage, or custom SIP)
- SIP credentials or VoIP API credentials from your provider
- Agents with headsets or softphone clients configured
- On-Chat plan that supports Voice channels

## Step 1: Access Voice Channel Settings
In your On-Chat dashboard, go to **Settings** → **Inboxes** → **New Inbox** and select **Voice** or **Custom Voice**. This opens the voice channel configuration form where you will enter your VoIP provider details.

## Step 2: Enter VoIP Provider Credentials
Provide your VoIP provider's SIP domain, SIP username, SIP password, and your assigned phone number. If using an API-based provider like Twilio, enter the Account SID, Auth Token, and phone number instead. Save the credentials to establish the connection.

## Step 3: Configure Inbound Call Routing
Set up inbound call routing rules in On-Chat. Navigate to **Settings** → **Inboxes** → select your Voice inbox → **Configuration**. Define routing rules: assign calls to available agents, set up an IVR menu, or route based on business hours.

## Step 4: Set Up Outbound Calling
Enable outbound calling in your voice channel settings. Agents can then initiate calls directly from contact profiles or conversations in On-Chat. Ensure your VoIP provider account has sufficient outbound calling credits and the correct caller ID is configured.

## Step 5: Assign Agents to Voice Inbox
In On-Chat, go to **Settings** → **Inboxes** → select your Voice inbox → **Collaborators**. Add agents who will handle voice calls. Ensure each agent has a working audio input/output device and their On-Chat notifications are enabled.

## Step 6: Test Inbound and Outbound Calls
Call your On-Chat voice number from an external phone. The call should ring in the On-Chat agent console. Answer the call, verify audio quality, and confirm the call is logged as a conversation. Then test an outbound call from an agent's On-Chat interface.

## Best Practices
- Record calls (with consent) for quality assurance and training purposes
- Use On-Chat's post-call notes feature to log call outcomes
- Set maximum queue wait times and fallback voicemail for missed calls
- Review call analytics in On-Chat reports to monitor agent performance

## Keep reading

- [How to Build a WhatsApp Chatbot Without Code](https://on-chat.live/guides/how-to-build-a-whatsapp-chatbot/): A step-by-step tutorial for building a dynamic WhatsApp chatbot in a visual flow builder, from your first message to live data and agent handoff.
- [Chatbot Flow Design: 12 Best Practices](https://on-chat.live/guides/chatbot-flow-design-best-practices/): Practical rules for designing chatbot conversation flows that customers finish: branching, fallbacks, personalisation, handoff and testing.
- [Make Your Chatbot Dynamic with Webhooks](https://on-chat.live/guides/dynamic-chatbot-webhooks/): Connect your chatbot flows to live data. Learn how webhooks, expressions and splits turn a scripted bot into one that answers with real information.