Platform Features

Channels

Channels connect your agents and flows to the outside world. Converse supports phone calls, WhatsApp, SMS, and web widgets — all from the same platform.

Channel Types

Voice (Phone Calls)

Connect a phone number from Twilio, Plivo, or Exotel. When someone calls the number, the flow or agent you assigned answers automatically.

Setup steps:

Go to Channels → Add Channel → choose your provider.

Enter your API credentials. Converse verifies them and fetches your numbers.

Select a phone number from the list.

Assign an agent or flow to handle incoming calls.

Save — the webhook is configured at your provider automatically.

Auto-configure webhooks

Converse automatically sets the answer and hangup webhook URLs at your provider — you don't need to copy-paste anything. If you need to configure manually, the webhook URL format is:
https://api.converse.axllabs.in/api/v1/webhooks/[provider]/[channel_id]

Connect a WhatsApp Business number via the Meta Cloud API. Incoming messages trigger your assigned agent or flow. The agent responds as text — no voice involved.

Requires a Meta Business account and approved WhatsApp Business number.
You'll need your Permanent Access Token, Phone Number ID, App Secret, and a Verify Token you choose.
Paste your Converse webhook URL into the Meta dashboard manually after setup.

SMS

Use your Twilio number to send and receive SMS. Incoming texts are handled by your agent as a text conversation — same agent logic, no voice.

Web Widget (Voice + Chat)

Add a voice or chat widget to any website. Visitors can speak to or type to your agent directly from their browser — no phone number needed.

To get the embed URL:

Create a Web channel: Channels → Add Channel → Web Widget.

Assign an agent or flow.

Set Allowed Origins (the domains where you'll embed the widget).

Go to the channel detail and click "Get Session URL".

Use the returned WebSocket URL to connect your own UI, or use the embed snippet provided.

Web Widget — Embed snippet

html

<!-- Add to your website -->
<script>
  const ws = new WebSocket("wss://api.converse.axllabs.in/ws/flow/YOUR_FLOW_ID");
  ws.binaryType = "arraybuffer";

  // Send voice: raw PCM Int16 16kHz audio
  // Send text: JSON { type: "text", text: "Hello" }
  // Receive audio: binary PCM 24kHz
  // Receive events: JSON { type: "transcript", role: "assistant", text: "..." }
</script>

Channel status

Setup: Credentials entered but webhook not yet configured.
Active: Webhook is live and the channel can receive calls or messages.
Inactive: Channel is manually disabled.
Error: Webhook configuration failed — re-verify credentials.

Assigning agents vs flows

Each channel can have either an agent or a flow assigned — not both. Use an agent when the conversation is open-ended. Use a flow when you need structured routing before the agent takes over.