From Channels and Integrations, you can connect lines for your customers to call you via:

• WhatsApp Calling
• New phone lines provided by Botmaker
• Existing SIP telephone switchboard

Go to the "Channels" section to make the connections.

What Do You Need Before Starting?

• Administrator access to your Botmaker account.
• At least one agent created to receive transfers (if no agents are created, you will be the agent who receives the calls).
• For WhatsApp Calling: a WhatsApp Business number already connected as a channel.
• For SIP or new lines: contact details of the technical/commercial responsible. In some countries, "proof of possession" documentation of the number may be required.
• It is recommended to have service hours and support teams already configured, so when connecting the channels, the service is regulated.

How to Enable WhatsApp Calling

Keep in mind that to enable WhatsApp Calling, you must already have a WhatsApp Business line connected within Botmaker.

• Go to Channels and Integrations and open “WhatsApp Calls.”
• Activate the line you want to enable for calls. Important: press Save to apply changes.

For more details on connecting WhatsApp, see the article “How to Connect WhatsApp Business Calling API.”

When you enable WhatsApp Calling, the call icon appears in the end-user's conversation view. It is automatic.

Purchase and Connection of a Phone Line in Botmaker

Cost of a New Line

Within the platform, in the menu "Settings" > "Account" > "Products and Usage," you can find the cost of acquiring a new line within Botmaker, depending on the country it belongs to.

How to Connect

• Go to Channels and Integrations > Channels > Phone Lines.
• Click “Configure.”

• Fill out the contact form.
• A ticket is automatically created with your request. You can revisit this section to check the progress of your request.

• In the second step, choose the country of the line you wish to incorporate.
• Once the country is selected, choose the number you wish to acquire.

If the country requires it (e.g., Argentina), our support team will ask for "proof of possession" documents or legal documentation to validate ownership. In that case, you must complete the contact steps, providing information to finalize the connection.

You will see the status as “Request Received/In Process” and a link to your ticket. While it is in process, you cannot delete the request. Once the number is assigned, the status changes to “Active,” and you can receive calls.

Once the line is active, if no manual assignment is made, the default callbot will attend and transfer to the default queue.

With the line active, you can:

• Assign the line to a specific callbot.
• Adjust your teams' queue or capacities.

How to Connect Your Existing Telephone Switchboard (SIP)

• Go to Channels and Integrations > Existing Telephone Switchboard (SIP).

• Click on “Connect Switchboard” and complete the contact form (name, email, phone).

• A ticket will be generated; our team will contact you to exchange SIP parameters and coordinate tests.

You will see the status “Request Received/In Process.” When the integration is ready, the line will switch to “Active.”

When the line is active, if no manual assignment is made, the default callbot will attend and transfer to the default queue.

With the line active, you can:

• Assign the line to a specific callbot.
• Adjust the queue or your teams' capacities.

Important Clarifications About SIP

This option connects a PBX/own switchboard to Botmaker via SIP. Connecting residential mobile lines or personal numbers directly is not supported.

Possible Line States

• Request Received/In Process: Your request was created and is being managed. It cannot be deleted in this state.
• Active: The line is ready to receive calls.

Connect your Callbot to the voice channel

• In the bot designer settings, on the toolbar on the left, go to “Assign bots to channels.”
• Select the Callbot you want to connect to this number.
• Save your changes.

Best Practices

• First, enable in a controlled environment and perform test calls.
• If you use the default callbot, review the welcome message and assigned support team before going live.
• Define a team with sufficient capacity for peaks and set wait thresholds.

Remember to visit our Help Center for further information.