Calls (AI voice)

Give your agent a voice. The Calls channel puts an AI voice agent on the phone — it answers inbound calls and places outbound ones, speaks in a voice you choose, and turns every call into a normal conversation in the client's chat, complete with a transcript and a playable recording. There's also a browser-based Web SDK option that lets visitors talk to the agent right on your website, no phone number required.

Use it for AI reception, qualifying leads by phone, appointment confirmations, follow-up call-backs, or a "Talk to us" voice button on your site.

At a glance

You need	Where	Result
An agent to connect	Channels → your agent → Calls	Agent selected for voice
A way to connect	Provider: SIP Trunk, Twilio Account, or Web SDK	Telephony (or in-browser) transport chosen
A voice + settings	The Calls panel	Voice, speed, first message, max duration set
The channel switched on	Connect agent to this channel toggle	Agent starts answering / can be dialed

Connect in 4 steps:

1. Open Channels and select your agent, then open the Calls channel.
2. Choose a Provider — SIP Trunk, Twilio Account, or Web SDK.
3. Pick a Voice (preview first), then fill in the required fields and click Connect phone number (or Create SDK Agent for Web SDK).
4. Turn on Connect agent to this channel.

In the app

Everything on this page lives under Channels → your agent → Calls. App URL: https://app.mychatbot.app/channels

Choose a provider

The Provider dropdown decides how calls reach your agent. Pick one:

Provider	What it is	Best for
SIP Trunk	Connects your own SIP telephony to the AI voice agent	Businesses that already run a SIP trunk / PBX and want to keep their carrier
Twilio Account	Uses a phone number you already own in your Twilio account	Anyone with a Twilio number who wants the fastest phone setup
Web SDK	An in-browser "click-to-talk" voice widget on your website — no phone number, no carrier	A "Talk to us" voice button, product-page assistants, demos

A single connected phone number handles both inbound (a customer dials you and the AI answers) and outbound (the platform dials the customer, used by auto-recall and call campaigns).

Set up the channel

1. Go to Channels, select your agent, and open the Calls channel.
2. Under Provider, choose SIP Trunk, Twilio Account, or Web SDK.
3. Under Voice (Optional), pick a voice — use Play preview / Stop preview to hear it first. The voice you pick also sets the agent's primary spoken language.
4. Fill in the required fields for your provider (see below), then click Connect phone number (or Create SDK Agent for Web SDK).

SIP Trunk fields

Field	Notes
Phone Number*	Your number in international format, e.g. +1 212 555 0123.
Address*	Hostname or IP where SIP calls are sent, e.g. sip.example.com. Enter the host or IP only — no sip: prefix or full URI.
Transport	TCP (default) or TLS. Use TLS for encrypted signaling.
SIP Trunk Username (Optional)	For SIP digest authentication. Leave empty to use IP-allowlist (ACL) authentication instead.
SIP Trunk Password (Optional)	Paired with the username for digest auth.

Twilio Account fields

Field	Notes
Phone Number*	The Twilio number to connect, in international format.
Twilio Account SID*	Starts with AC….
Twilio Auth Token*	From your Twilio console.

Web SDK

No phone, SIP, or Twilio fields — pick a voice and settings, then click Create SDK Agent. See Web SDK: voice on your website below.

WARNING

A phone number can only be connected once. If you see "A channel with this phone number is already connected," it's already in use on another Calls channel.

Tune the voice and behavior

These settings are shared by all providers and appear in the same panel.

Setting	What it does
Voice (Optional)	The voice your agent speaks with; preview before choosing. Also sets the primary language.
LLM	The model that powers the agent's responses during the call.
TTS Model	The text-to-speech model. Picked automatically per language; adding extra languages forces the higher-quality v3 Conversational model.
Speech Speed	Speaking rate (0.7 = slower, 1.2 = faster). Default 1.2.
First Message	The agent's opening line. Defaults to your agent's welcome message.
Max Call Duration (minutes)	Hard cap on call length. Default 10 minutes.
Additional languages	Languages the agent can switch to mid-call, with an optional greeting per language, plus Automatic language switching to detect the caller's language.
End conversation	Customize how and when the agent wraps up and ends the call.

Transfer to a human operator (phone only)

Turn on Transfer to human operator to let the agent hand a call off to a person. Set the Operator number, an optional Phone line (internal extension, e.g. 901), and a Transfer Condition describing when to hand off (for example, "the caller explicitly asks for a human or manager"). Not available for Web SDK.

TIP

Additional languages automatically switches the agent to the higher-quality v3 Conversational voice — which bills at the higher rate. See Billing below.

Turn it on

New Calls channels start switched off. Turn on Connect agent to this channel to bind the number to the agent and go live. Toggle it back off any time to pause without disconnecting.

WARNING

Until you turn the channel on, the agent won't answer inbound calls or accept the binding — connecting the provider alone is not enough.

How a call becomes a conversation

When a call ends, MyChatBot writes it into the client's chat thread automatically:

• The full transcript is added to the chat as agent/caller messages.
• The recording becomes playable inside that conversation — you can listen in the browser, seek, and download it.
• The chat is matched to the caller by phone number, so a returning customer lands back in the same thread and the agent already knows who it's talking to.

Everything shows up on the Chats screen just like a text conversation, so your team can review, follow up, or hand off from one place.

TIP

Recordings are fetched live from the voice provider on demand rather than stored by MyChatBot, so they always reflect the source. If a very old call has been purged upstream, its recording may no longer play back.

Auto-recall (retry unanswered calls)

For outbound phone calls, open Edit Settings and turn on Automatically recall if not answered, then set Retry after N minutes. If the client doesn't pick up, the agent tries again — up to 3 attempts, stopping automatically once the client answers or the limit is reached. Auto-recall applies to phone providers only, not the Web SDK.

Keeping the voice agent in sync

The voice agent is built from your agent's instructions and knowledge base at the moment you connect the channel.

• If you change the agent's instructions later, a Sync prompt appears — click Sync Agent to push the latest instructions to the voice agent.
• Knowledge base is a snapshot taken at channel creation. Changing which integrations feed the agent requires recreating the Calls channel to take effect.

TIP

Use Make a test call in the panel to talk to your agent live in the browser and hear the current voice, first message, and behavior before going live — this works for every provider.

Web SDK: voice on your website

The Web SDK provider is the same Calls channel with no phone number. Instead of connecting a carrier, it gives you an Agent ID and an Integration Snippet you paste into your site so visitors can click a button and talk to your agent in the browser (using their mic and speakers).

To set it up:

1. In the Calls channel, set Provider to Web SDK.
2. Pick a Voice and tune the shared settings (first message, LLM, speed, max duration, languages).
3. Click Create SDK Agent.
4. In Connection Details, copy the Integration Snippet. It offers two tabs — Script Tag (a plain <script> you drop into any page) and npm Package (for a JavaScript build) — and a Copy button.
5. Turn on Connect agent to this channel, then add a button on your site wired to start a call.

Web SDK calls also land as conversations in the client's chat, with transcript and recording, and bill exactly like phone calls (see below). Human-operator transfer, auto-recall, and outbound dialing are phone-only.

TIP

For the full storefront setup — a proper "Talk to us" button, letting the voice agent search products and drive the page, and per-visitor call grouping — follow the Voice storefront guide.

WARNING

If every website caller collapses into one chat, it's because they share the same caller identity. Give each visitor a stable, per-person ID (the default snippet already uses a per-browser ID) so conversations don't merge. The Voice storefront guide covers this.

Billing

Calls are billed by duration, converted into your plan's AI messages. The panel shows the exact rate as "Rate: AI messages per minute of call."

Voice quality	Rate
Standard voices	3 AI messages per minute of call
High-quality voices (v3 Conversational / multilingual)	5 AI messages per minute of call

• Billing is prorated by the second — there's no per-call minimum, so a 10-second call bills a fraction of a message.
• If you configure Post-Call Functions (actions like writing a lead to your CRM after the call), that adds a small fixed charge per call that actually runs them.
• Web SDK calls bill on the same rates — there's no separate SDK price.
• Adding Additional languages moves the agent to a high-quality voice, so it bills at the 5 messages/minute rate.

WARNING

Outbound calls are refused if the agent is switched off or the account balance is drained. Top up or re-enable the agent to place calls again.

See also

• Voice storefront guide — the full in-browser voice widget on your website
• Call campaigns — run outbound calling campaigns
• Build an agent