The Voice channel

Voice turns Atender into a cloud call center. Customers dial a number you provision, an IVR flow you design routes them, and the call lands in a queue staffed by human agents — or hands off to an AI voice agent — all while the conversation lives in the same inbox as Email, Web Chat, and every other channel.

What you get

• Phone numbers in the markets you serve. Request a number per country from inside Atender. Twilio handles provisioning and regulatory compliance behind the scenes.
• Visual IVR builder. Drag-and-drop nodes onto a canvas to design every call flow — greetings, menus, conditions, transfers, voicemail. Every node type maps to a real call-handling action.
• Call queues with full queue experience. Each queue has its own hold audio, customer-first greetings, comfort messages, and reservation timeouts. Agents are pulled from a team you assign.
• Callback. Instead of forcing callers to wait on hold, offer them a callback — they hang up, keep their place in the queue, and the system calls them back when an agent is free.
• AI voice agents. An IVR node can hand the call off to an Agent Stack that runs the conversation autonomously with a real-time LLM loop, falling back to a human queue when it decides to escalate.
• TTS in 40+ languages. Type your message, pick a voice and language, and the IVR speaks it. Upload your own audio if you prefer a professionally recorded greeting.
• Call recording and transcription. Configure recording per tenant, per queue, or per IVR step. Consent and opt-out are built in. Recorded calls can be transcribed with Speechmatics.
• Opening hours awareness. An IVR node branches the flow based on your business hours — open, route to the queue; closed, send to voicemail or an alternate path.

How it fits

Every voice call lands in Conversations like any other channel. It carries the same lifecycle (Active, Snoozed, Done, Archived), can be assigned, tagged, and merged, and it surfaces in the same inbox views your team already uses. Agents see live call controls (mute, hold, transfer) while the call is active, and the conversation persists with the recording and transcript after the call ends.

A voice call can also start as a callback from a different channel — a Web Chat visitor opts into a callback and a new voice conversation is created automatically.

What is NOT in the Voice channel

A few things worth being explicit about so you don’t go looking for them:

• No native dialer for outbound campaigns. Voice is built around inbound calling and inbound-triggered callbacks. There’s no power-dialer or list-import for outbound sales calling.
• No per-call position-in-queue announcement. Callers hear hold audio and optional customer-first greetings; mid-wait announcements of “you are number N in line” are not shipped.
• Recording is not configurable per call. Recording is decided at the tenant, queue, or IVR-node level — not toggled mid-call by the agent.

Where to start

If you’re setting up voice for the first time, follow this order:

1. Add a phone number — pick a country, submit compliance details, and wait for the number to be provisioned.
2. Build an IVR flow — design the call experience on the visual canvas.
3. Set up a call queue — pick a team, configure timeouts, and assign the queue to your IVR’s Send to Queue node.
4. Configure TTS voices — pick the language and voice the IVR speaks in.

After that, dial the number from your phone and walk through your own IVR — it’s the fastest way to find rough edges before customers do.

See also

• IVR node types
• Build an IVR flow
• Set up a call queue
• Configure callback