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

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.

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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