Set up Voice Integration and channel

Video guide

Voice integration allows your web application to make, receive, and monitor voice calls using a voice-enabled virtual mobile number. Setting up this feature in Bird enables you to manage all your voice communications directly from the platform.

Watch tutorial below to learn how to set up Voice integration in Bird, including:

• Installing a new Voice channel with a recognizable name
• Selecting an existing phone number or purchase a new one

Setting up Voice integration enhances your communication capabilities and provides a seamless way to manage phone interactions with your customers.

Step-by-step guide

Voice integration enables your web application to make, receive, and monitor calls using a virtual mobile number. Here's how to set it up in Bird.

Step 1: Access Voice setup

• In the main menu, open Developer product
• In the menu, navigate to Voice
• Click on Voice Setup

Step 2: Install a new Voice channel

• Click on the "Install Voice" button
• This will open the channel creation form

Step 3: Configure your Voice channel

• Enter a recognizable name for your channel

• Choose a name that clearly identifies its purpose (e.g., "Customer Support Voice")

• Select a phone number for your channel:

  • Option 1: Choose an existing phone number from the dropdown
  • Option 2: Click to purchase a new number (refer to Bird's number number buying videos)

• Click "Install" to create your Voice channel

Step 4: Review the overview page

• After installation, you'll be taken to the channel overview

• Here you can monitor key metrics:

  • Total number of calls
  • Number of inbound calls
  • Number of outbound calls
  • Average call duration

• Use this dashboard to track overall Voice performance

Step 5: Check the logs section

• Navigate to the logs tab
• Review call events and any system messages
• Use filters to find specific call information
• These logs help identify issues and troubleshoot problems

Step 6: Configure channel settings

• Go to the settings tab
• Enable or disable call recording based on your needs
• Toggle the option to enable making calls with Inbox (part of Bird's business-in-a-box product)
• Turn on SIP trunk integration if you need to make calls via SIP

Step 7: Verify channel health

• Navigate to the Health tab
• Check if all compliance requirements have been met
• Review any pending documentation needs
• Ensure all requirements are fulfilled to keep your number fully operational

Note: Green means everything's working. Yellow indicates potential problems, like incomplete KYC. Red means a critical issue, like an unpaid subscription. Grey capabilities mean the number doesn't support that function.

Step 8: Enable call recordings

• Navigate to the Settings tab 
• To start recording calls set Recording toggle on Enabled

Step 9: Make calls with Bird’s Support app (formerly known as Inbox)

• Navigate to the Settings tab 
• Enable Make calls with Inbox toggle

Step 10: Access recordings and transcriptions

• Go to the recordings and transcriptions tab
• View the list of completed calls
• Listen to call recordings (if enabled in settings)
• Review transcriptions for call content analysis