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Voice System Overview ​

The Voice system provides AI-assisted voice conversations through Telnyx's Conversational AI service, enabling your assistants to handle inbound phone calls with natural, real-time conversations.

Key Features ​

AI-assisted voice conversations ​

  • Real-Time Conversations: Natural, fluid voice interactions with customers
  • Speech-to-Text (STT): Automatic transcription of customer speech
  • Text-to-Speech (TTS): Natural-sounding AI voice responses
  • Integrated AI Processing: Complete STT → LLM → TTS pipeline handled by Telnyx
  • Ultra-Low Latency: Edge-based GPU processing for real-time responses
  • 29 Languages: Support for multiple languages globally

Call Management ​

  • Inbound Call Handling: Automatic call answering and routing
  • Conversation Logging: All voice conversations saved as transcripts
  • Call Recording: Optional call recording with playback and download
  • Call Analytics: Track call duration, completion rates, and more
  • Cross-Channel Integration: Voice conversations linked with email, SMS, and chat

Assistant Integration ​

  • Default Voice Assistant: Configure which assistant handles voice calls
  • Context Awareness: Assistants have access to conversation history and training context
  • Tool Execution: Assistants can execute tools during voice calls (calendar booking, product search, etc.)
  • Handoff Support: Route calls to specialized assistants when needed

Recording & Analytics ​

  • Call Recordings: Automatic recording of voice calls (when enabled)
  • Recording Playback: Listen to call recordings directly in the dashboard
  • Recording Downloads: Download recordings for offline review
  • Analytics Dashboard: View call metrics, duration, and trends
  • Timeline Analytics: Track call volume over time

How It Works ​

  1. Inbound Call: Customer calls your Telnyx phone number
  2. Call Routing: System identifies tenant and routes to default voice assistant
  3. AI Processing: Telnyx Conversational AI handles real-time STT → LLM → TTS
  4. Message Persistence: Transcripts saved as messages in conversation
  5. Tool Execution: Assistant can execute tools (calendar, products, etc.) during call
  6. Call Completion: Call ends, recording saved (if enabled), analytics updated
  7. Post-Call Processing: Qualification analysis, contact extraction, CRM sync

Architecture ​

Inbound Call Flow:
PSTN Caller → Telnyx Number → Telnyx Conversational AI Service
                                    ↓
                    Real-time Media Streaming (WebSocket)
                                    ↓
        STT (Edge GPUs) → LLM Processing → TTS → Streamed Back
                                    ↓
                    Our Webhook Handler (transcripts/tool-calls)
                                    ↓
                    Conversation Logging & Message Persistence

Key Advantage: Telnyx provides the complete STT → LLM → TTS pipeline as an integrated service, eliminating the need for separate voice orchestration.

Voice Provider ​

The platform uses Telnyx Conversational AI for all voice calls, integrated via the Telnyx Node.js SDK.

Telnyx Conversational AI ​

  • Integrated Conversational AI: Complete STT/LLM/TTS pipeline
  • Ultra-Low Latency: Edge-based GPU processing
  • Cost Effective: Direct Telnyx pricing
  • Unified Platform: Same provider for SMS and Voice
  • 29 Languages: Global deployment support
  • Official SDK: Uses the official Telnyx Node.js SDK for all API interactions
  • Real-Time Processing: WebSocket-based real-time media streaming

Voice Conversations ​

Voice conversations are stored in the same conversation system as email, SMS, and chat:

  • Dedicated Page: Access voice conversations via the Phone / Voice page (available for plans with voice minutes > 0)
  • Unified View: All channels visible in Conversations page with channel filtering
  • Cross-Channel Context: AI has access to all previous interactions
  • Contact Matching: Automatic contact information extraction and matching
  • Qualification: Voice calls included in lead qualification analysis
  • CRM Integration: Voice conversations sync to CRM systems

Viewing Voice Conversations ​

Navigate to Phone / Voice in the messaging navigation to view all voice conversations. The page displays:

  • Call status (Completed, Active, Missed)
  • Phone number and contact information
  • Call duration
  • AI-generated call summary
  • Recording links (when available)
  • Call start time

You can filter by status (All, Completed, Active, Missed) and search by phone number or transcript content.

Recording & Playback ​

When call recording is enabled:

  • Automatic Recording: Calls recorded automatically when answered
  • Recording Storage: Recordings stored securely by Telnyx
  • Playback UI: Listen to recordings directly in conversation detail page
  • Download Option: Download recordings for offline review
  • Recording Metadata: Duration, format, and availability tracked

Analytics & Metrics ​

Track voice call performance with:

  • Call Volume: Total calls, completed calls, incomplete calls
  • Duration Metrics: Average call duration, total minutes
  • Recording Availability: Percentage of calls with recordings
  • Tool Call Success: Rate of successful tool executions
  • Sentiment Analysis: Overall sentiment distribution
  • Timeline Trends: Call volume over time (daily/hourly)

View analytics in the Analytics section or via the Voice Analytics API.

Integration with Other Systems ​

Assistants ​

  • Voice calls use the default voice assistant configured in Assistants
  • Assistants can be specialized for voice scenarios
  • Routing rules can assign different assistants based on caller or time

Training Context ​

  • Assistants have access to all training context (products, documents, website)
  • Voice conversations benefit from business context and instructions
  • Tool functions work during voice calls (calendar booking, product search)

CRM Integration ​

  • Voice conversations automatically sync to CRM systems
  • Contact information extracted and matched
  • Qualified leads from voice calls sync to CRM

Qualification System ​

  • Voice calls included in lead qualification analysis
  • Qualification criteria applied to voice conversations
  • Qualified leads trigger notifications and CRM sync

Best Practices ​

  1. Configure Default Voice Assistant: Set up a dedicated assistant for voice calls
  2. Enable Recording: Enable call recording for quality assurance and training
  3. Test Thoroughly: Make test calls to verify assistant behavior
  4. Monitor Analytics: Track call metrics to optimize performance
  5. Review Recordings: Listen to recordings to improve assistant responses
  6. Update Training Context: Keep product info and documents current
  7. Set Up Routing: Configure routing rules for different scenarios

Next Steps ​

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