Your AI Connector Docs

Phone Calls (Voice)

Your AI Connector doesn’t handle phone calls itself. There is no voice channel: a call can’t ring into the platform, and the platform doesn’t record or transcribe calls. Calls happen on your own phone system — a regular business line, a call center, or an AI voice platform — and Your AI Connector takes over the moment the call ends.

What Your AI Connector is built for is everything after the call: turning the caller into a contact, opening a conversation on their preferred messaging channel, and letting your AI Agent continue with full knowledge of what was said on the phone. This page shows the recommended way to wire that up.

The one built-in exception: a call nobody picks up. Your AI Connector still never answers, records or transcribes a call, but it can text the caller back when one goes unanswered. On Settings → Channels there is a Text back missed calls switch on each WhatsApp Web number, where the message goes out on WhatsApp, and on the SMS via Twilio card for a Twilio number you connected yourself, where it goes out as a text and the call can ring a phone of your choice for 25 seconds first. Everything else on this page still applies.

The call-to-message handoff

The pattern has three parts:

1. When the call ends, create the contact through the API. Your phone system (or a voice AI platform’s end-of-call webhook, or a middle layer like Make or Zapier) calls Create a contact with the caller’s number and the channel you want the follow-up on. Put the call summary in lead_profile (free-text notes) or in custom fields such as call_summary and source — any extra field you send is stored as a custom field automatically, so a flat payload from your phone system works without special formatting. Most AI voice platforms can send a transcript or summary to a webhook the moment a call ends, which plugs straight into this step.

2. Let an automation send the first message. The New contact trigger fires on contacts created through the API, so an automation can immediately send the follow-up. One thing to know per channel:

  • WhatsApp: because your business is starting the conversation, the opener must be an approved WhatsApp template — that’s WhatsApp’s rule, not ours. Use the Send WhatsApp template step; the template also opens the 24-hour window, so the customer’s reply flows in normally.
  • SMS or email: a plain Send message step works — no template needed.

3. The AI continues with the call context. From the customer’s first reply, your AI Agent handles the conversation — and it sees the contact’s lead profile and custom fields on every turn. Because you stored the call summary there in step 1, the agent genuinely picks up where the phone call left off instead of starting from zero.

If the contact already exists and is mid-conversation, log the call straight into the chat instead: Log a note into a conversation adds the call summary to the contact’s thread as a note. Your team sees it in the inbox, the AI reads it on its next reply, and nothing is sent to the contact.

Frequently asked questions

Is a voice channel planned?

Yes, but there is no date for it. Until then, voice works the way this page describes: your voice platform (ElevenLabs, Vapi, Synthflow or any other) handles the call, and Your AI Connector takes over in text afterwards. If you want the AI agent to reach a voice service mid-conversation, wire it up with Custom Functions.

Can a customer call a number and have Your AI Connector answer? No. The platform doesn’t answer, record, or transcribe calls. The one thing it can do is text the caller back after a call nobody picked up — see the note at the top of this page. For a real conversation on the phone, pair it with a phone system or AI voice platform and use the handoff above.

Do the phone numbers in Your AI Connector support voice? Numbers connected to the platform are used for messaging (WhatsApp, SMS). Voice calling on those numbers is not a platform feature — the only voice behaviour available is texting back a missed call, described at the top of this page.

Can the AI reference specific things said on the call? Yes — whatever you put into the contact’s lead profile or custom fields at creation time is part of the AI Agent’s context in every reply. The more useful the call summary you store, the more naturally the conversation continues.

What about the other direction — moving a chat to a phone call? Have your AI Agent collect the booking through the booking system, or capture the request with an automation that notifies your team or pushes to your phone system via webhook.