What calling in Omnifox is: channels, architecture and key concepts

Omnifox handles more than text messages — you can also receive and place voice calls right from the Inbox, with IVR menus, recording, transfers and AI agents. This article is your map before diving into each specific feature.

Which channels support calling

• WhatsApp Business Calling: native WhatsApp voice calls over the same number you already use for messaging.
• Traditional phone lines (PSTN/Telnyx): regular phone numbers connected as a voice channel.

How a call gets answered

When a call comes in, Omnifox routes it based on what's configured in the channel's Calling tab: the conversation's assigned agent, a specific user, a team, an IVR, or an AI agent. It rings in the browser's built-in softphone — no physical phone or separate app required.

The moving parts

• Routing: decides who picks up first.
• IVR (phone menu): "press 1 for Sales, 2 for Support", built from configurable nodes.
• AI voice agent: an AI has a spoken conversation with the caller, in their language.
• Recording, voicemail, transfers, and the callback queue: features you turn on per channel.
• Analytics: what happened in each call and at every IVR step.

Example

A customer calls your business WhatsApp number. Omnifox answers with an IVR: "For Sales, press 1; for Support, press 2." The customer presses 2 and the call routes to your Support team, ringing on the first available agent's softphone.

Tips

• Turn on calling for the channel and test the simplest routing mode (assigned agent) before adding an IVR or AI voice agent.
• Work through this category's articles in order: enabling calls → routing → IVR → AI voice, since each one builds on the last.