Telephony & messaging

Who should read this article: API Developers

This article contains a list of common questions with answers that link to articles where the information is documented.

Caller IDs

Q: How do I choose the right Caller ID for outbound calls?

A: Caller ID selection affects pickup rates and trust. When you select numbers for outbound Caller IDs, you can employ different strategies depending on whether you are running automatic outbound Dialer campaigns, your agents are directly dialing contacts, or they are using click-to-call through your CRM.

When you are creating Caller ID groups, assigning Caller ID sets to Dialer campaigns, or selecting default and users specific Caller IDs, consider grouping numbers using the following types:

• Country Code: Match the country code of each number to the destination number’s country. With Outbound Dialer campaigns, this may be done automatically by enabling the Use local Caller ID option when you create the campaign.
• Destination Code: Match the national/regional prefix (for finer-grained targeting). With Outbound Dialer campaigns, this may be done automatically by enabling the Use local Caller ID option when you create the campaign.
• Random: Selects any available Caller ID from the group. With Outbound Dialer campaigns, this may be done automatically by disabling the Use local Caller ID option when you create the campaign.
• Static: Uses the same number for all calls.

Select the group type that best fits your outreach goals or regional compliance requirements.
See:

• Caller ID Groups
• Adding a new campaign
• Caller ID risk check
• How to enable outgoing calling
• Numbers
• ASR per Caller ID
• ASR By Caller ID By Country
• Redial Counter
• How to set up your contact center
• CRM integration overview
• Users: Granting Outgoing Call Permissions to a User

Q: Can I use the same Caller ID for both Dialer and manual outbound calls?

A: Yes. You can assign the same Caller IDs to your Dialer campaign settings and to user profiles for manual or click-to-call outbound calls. Voiso will apply the appropriate Caller ID automatically based on the call type.
See:

• Adding a new campaign
• Users: Granting Outgoing Call Permissions to a User
• Caller ID Groups

Q: How do I select the right Caller ID set for a Dialer campaign?

A: For a Dialer campaign, you’ll want a Caller ID set that aligns with the dial list’s destination region and ensures high answer rates. Use the Caller ID sets feature in the campaign setup:

Create one or more sets under the “Caller ID sets” section so numbers rotate automatically.
For multi‑country campaigns, enable Use local Caller ID so contacts see numbers matching their country/region.

See: Adding a New Campaign: Caller ID sets

Q: When should I use “Caller ID sets” vs. individual Caller IDs in a campaign?

A: Use a Caller ID set when a campaign needs multiple numbers rotated for the same contact list, especially for large lists or repeat dials. Individual Caller IDs are fine for smaller, manual calls. Key considerations:

• For Dialer campaigns, add multiple numbers into sets to distribute load and reduce number fatigue.
• For manual or click‑to‑call, assigning a single Caller ID to user profiles may be sufficient.
• Always check number reuse and overlapping assignments using the Numbers inventory.

See: Adding a New Campaign: Caller ID sets and Numbers

Q: Why is it important to monitor ASR by Caller ID when using different Caller ID groups?

A: Monitoring ASR (Answer‑Seizure Ratio) per Caller ID helps you evaluate whether a particular number or set is underperforming, perhaps due to regional dialing, spam flags, or poor number reputation. By generating the ASR by Caller ID report, you can:

• Compare answer rates across different Caller IDs and destinations.
• Identify numbers with low ASR and swap them out of outbound campaigns.
• Adjust Caller ID group usage to optimize region‑specific dialing.

See: ASR by Caller ID By Country

Q: How do I check if my Caller IDs are being flagged as spam?

A: Use Caller ID Risk Check to scan your Caller IDs against spam databases. You can check numbers manually or schedule automated checks for:

• Caller ID groups
• Individual agent-assigned Caller IDs
• Dialer campaign Caller IDs

This helps ensure higher answer rates and protects your reputation.
See: Caller ID risk check

Q: What are the risks of using a Caller ID number that’s flagged or overused?

A: A flagged Caller ID (e.g., marked as telemarketing or fraud by carriers) or one used excessively can lead to low answer rates, call blocking, or carrier filtering. To mitigate this:

• Run the Caller ID Risk Check tool to prevent using flagged numbers.
• Maintain a healthy pool of numbers in each Caller ID group for rotation.
• Monitor answer‑rates per Caller ID and retire numbers that drop below thresholds.

See: [Caller ID Risk Check]/v1/docs/outbound-caller-id-risk-check) and Adding a New Campaign: Caller ID sets

Q: What should I check when assigning Caller IDs for manual or click‑to‑call outbound calls?

A: For manual dialing or CRM click‑to‑call, you're looking for Caller IDs that are trusted, recognizable and regionally appropriate. Steps include:

• Use a Caller ID group designed for your outbound team with numbers mapped to their contact region.
• Ensure users have permission for manual outbound calling and the right Caller ID group assigned to their profile.
• Run the Caller ID Risk Check tool to validate that numbers aren’t flagged as spam or fraud before dialing.

See: How to Start Making Calls
See also: Caller ID Risk Check

Inbound Routing

Q: How can I route inbound calls to different agents or flows?

A: Use Flows and Flow Builder to design call routing logic. You can route based on:

• Business hours
• Caller’s number prefix (destination code)
• DTMF input (e.g., press 1 for Sales)
• HTTP request results
• Agent availability

Each flow begins with a Start node, and you can build routing logic using Conditions, Variables, and nodes, including route to an agent, queue, or voicemail.
See: Fows and Flow Builder Overview.

Q: Can I use a chatbot to route incoming webchat messages?

A: Yes. You can build and deploy custom chatbots in Voiso using simple or advanced logic. A chatbot can collect information, ask clarifying questions, and then route the conversation to a live agent or another digital flow.
See: Blog: Build your own chatbot

Q: How do I send an IVR caller to voicemail if no agents are available?

A: In your flow, use the Route node to route calls to a queue. In the queue, set up a failover destination to go to voicemail. You can record a custom greeting and receive voicemail audio files via email or download.
See: Route node and Queues.

Q: Can I use HTTP requests in call or chat flows?

A: Yes. Voiso supports GET and POST HTTP requests directly in both voice and digital flows. This enables you to fetch data, validate inputs, or determine routing dynamically based on external systems.
See: HTTP Request

Q: Can I forward calls to an external number?

A: Yes. You can use the Route node in your flow to forward calls to any external phone number (PSTN or Variable value), or use the Route node to route calls to a queue. In the queue, set up a failover destination to go to an external number. This is useful for backup routing, after-hours support, or third-party services.
See: Route node and Queues.

Messaging

Q: Can I send automated SMS or WhatsApp messages?

A: Yes. You can configure SMS and WhatsApp messaging in Digital Flows. Use the Message node to send automated replies, confirmations, or follow-ups when a message is received or a condition is met.
See: Message node

Q: Can I send automated WhatsApp messages as part of a Dialer campaign?

A: Yes. You can add WhatsApp messaging to your outbound Dialer campaigns using Voiso’s follow-up rules. Based on specific call outcomes—such as no answer or busy signal—your campaign can automatically send a WhatsApp message to the contact using a predefined message template.
See: Automating WhatsApp messaging in a campaign

Q: How can I enable messaging channels in Voiso?

A: Use the Digital channels page to create and name messaging channels. From there, you can connect supported channels like WhatsApp, Telegram, Viber, and Webchat to your Flows, Users, System settings, and Omnichannel Workspace.
See: Digital channels

Q: What digital channels can I connect to Voiso for messaging?

A: Voiso supports the following digital channels:

Each channel has its own setup process and configuration options.
See: Digital Channels

Q: Where do agents handle messaging conversations?

A: Agents use the Omnichannel Workspace to manage conversations across messaging channels. Incoming messages appear in the queue alongside voice calls.
See: Omnichannel Workspace Getting Started

Q: Can I monitor WhatsApp or Telegram conversations?

A: Yes. Supervisors can use Agent Zoom to monitor ongoing messaging interactions across channels, including WhatsApp, Telegram, and Webchat.
See: WhatsApp Interactions, [WebChat interactions](/v1/docs/Webchat interactions), Telegram interactions, and Viber interactions

Q: How do I connect my business WhatsApp account?

A: You’ll need a WhatsApp Business API account. Follow the channel-specific setup steps in Voiso’s documentation to connect your account.
See: WhatsApp Setup Guide

Q: Can I use messaging channels for chatbots?

A: Yes. You can design digital flows for messaging conversations and apply them to specific channels, including WhatsApp and Webchat.
See: Digital Flows for Messaging

Q: Can agents reply to messages from the same interface as calls?

A: Yes. Agents handle both voice calls and messaging interactions in the same Omnichannel Workspace, switching seamlessly between the two.
See: Using Omnichannel Workspace

Q: How do I build a flow to automatically handle inbound digital messages?

A: Use the Flow Builder – Digital flows to create a visual interaction flow that handles messages from channels like WhatsApp, Webchat, Telegram and Viber. With nodes such as Message, Conditions, HTTP Request, and Route you can automate greetings, gather information, and route contacts to the correct queue or agent—reducing wait times and ensuring consistency.
See: Digital flows
See also: Flow Builder Overview

Q: Why should I use a bot or automated response for inbound messages before routing to agents?

A: Automating initial responses via a Message node or chatbot in your digital flow helps filter routine queries, collect necessary details, and route interactions more intelligently. This improves agent productivity, ensures agents handle higher‑value conversations, and increases customer satisfaction by reducing response delays.
See: Digital flows
See also: Message Node

Q: How do I start building a chatbot in Voiso?

A: You can create chatbots directly within Voiso’s Flow Builder. Each chatbot uses a sequence of nodes, such as Message, Collect Digits, Conditions, and Route, to guide the conversation. Start simple by mapping how your chatbot should respond to basic inquiries before adding more advanced logic.
See: Creating a simple chatbot

Q: How can I plan my chatbot before building it?

A: Begin by mapping out your chatbot’s purpose, conversation flow, and escalation points. Identify what questions it will answer, when to hand off to an agent, and what data it should collect. A well‑structured plan makes building and testing faster and ensures a consistent customer experience.
See: Blog: Planning a chatbot

Q: What should I do to prepare my contact center for chatbots?

A: Before deploying chatbots, ensure that your agents, queues, and channels are configured for Omnichannel messaging. Decide which interactions should be automated and which should go to live agents. Preparation also includes training agents to handle chatbot handoffs and monitoring chatbot conversations to refine responses.
See: Chatbot prerequisites

Q: Can chatbots and live agents work together in Voiso?

A: Yes. Chatbots can handle routine inquiries and collect customer data before seamlessly transferring the conversation to an agent. This hybrid model helps maintain response speed while ensuring complex or sensitive issues are handled by humans.
See: Blog: Build your own chatbot

Q: How can I test my chatbot before going live?

A: To test your chatbot, create one or more test users and simulate real conversations by sending messages from personal digital channels, such as WhatsApp, Telegram, or Webchat, to your contact center’s connected entry points. This helps validate the chatbot's logic, responses, and routing behavior in a realistic environment.
See: Using Omnichannel Workspace

If you're using Webchat, you can also test directly from the page. There is no website embedding required for testing. You don't have to embed the chat widget until you are ready to go live.
See: Webchat Widget Preview