How to configure a telephony channel

Configure a telephony channel to process customer calls in ConnectiveOne. After setup, calls are saved as dialogs in the Operator Panel, where operators can view history, listen to recordings, and read transcripts.

Prerequisites

  • Access to bot settings in ConnectiveOne
  • Access to your telephony provider admin panel
  • Webhook URL and token for connection

When to use it

  • You need to connect telephony to ConnectiveOne
  • You need to keep call history together with other communication channels
  • You need operators to access call recordings and transcripts

Main interface elements

  • Telephony channel — settings for connecting a telephony provider
  • Webhook URL — the address where the provider sends call events
  • Webhook Token — the token used to verify requests securely
  • Advanced Config — JSON configuration for mapping provider fields
  • Webhook enrich action — an optional action that enriches call data before the dialog is created
  • Enrich error action — what to do if the webhook enrich action fails

Step 1: Open telephony settings

  1. Go to Settings -> Bots.
  2. Select the bot you need.
  3. Open the Telephony tab.

Step 2: Create a channel

  1. Click Create channel.
  2. Enter a channel name, for example Main telephony.
  3. Enable Active if the channel should start working now.

Step 3: Configure the webhook

  1. Copy Webhook URL. It is generated automatically.
  2. Copy Webhook Token. It is also generated automatically.
  3. In your telephony provider admin panel, configure the webhook:
    • Paste the copied Webhook URL.
    • Add the token to the URL or configure verification according to your provider documentation.
  4. Select the data format: JSON or Form-urlencoded, depending on what your provider supports.

Step 4: Configure field mapping in Advanced Config

Field mapping tells the system which provider webhook fields match ConnectiveOne call fields.

  1. In Advanced Config, open the JSON editor.
  2. Configure field_mapping:
{
  "field_mapping": {
    "call_id": "call_id",
    "caller_number": "caller",
    "callee_number": "callee",
    "operator_id": "manager_id",
    "status": "status",
    "duration": "call_duration",
    "recording_url": "recording_url",
    "transcript_text": "transcript"
  }
}

The exact field names depend on how your provider names them in the webhook.

  1. If needed, configure status mapping:
{
  "status_mapping": {
    "PROPER": "answered",
    "MISSED": "missed"
  }
}
  1. If needed, configure call direction mapping:
{
  "direction_mapping": {
    "in": "in",
    "out": "out"
  }
}

Step 5: Configure phone number normalization

  1. In Number normalization, select the default country code, for example +380 for Ukraine.
  2. Phone numbers use the E.164 format. The system normalizes numbers to this format automatically.

Step 6: Configure webhook enrichment

Use webhook enrichment when you need to get the operator email, call topic, or other data from an external system.

  1. Prepare the action in Action Jail. This is usually done together with the implementation team.
  2. In the channel form, select it in Webhook enrich action.
  3. In Enrich error action, select what should happen if the action fails:
    • Do not assign or auto-transcribe — the dialog is created without an assigned operator; Auto transcription does not start for this call.
    • Assign administrator and run auto-transcription — the dialog is assigned to the default administrator (root admin), and then Auto transcription can start.

Detailed instruction: How to configure webhook enrichment.

Step 7: Save and test

  1. Click Save.
  2. Click Test to check webhook processing.
  3. Check that the test dialog was created successfully.

Additional settings

Recordings

If your provider sends call recordings, configure them in Advanced Config:

{
  "recordings": {
    "enabled": true,
    "download": false
  }
}
  • enabled: true — enable recording processing
  • download: false — save only the URL and do not download the file

Transcripts

If your provider sends call transcripts, configure them in Advanced Config:

{
  "transcription": {
    "enabled": true,
    "source": "provider"
  }
}
  • enabled: true — enable transcript processing
  • source: "provider" — the transcript is provided by the telephony provider

Check that it works

After setup, check:

  1. Channel status — it should be active.
  2. Test webhook — it should create a test dialog.
  3. Real call — after the call ends, it should appear in the Operator Panel.