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Overview

VoiceLink is a cloud telephony provider. BotrixAI’s VoiceLink integration supports outbound calls, inbound calls and call transfer. VoiceLink works differently from most providers here: rather than BotrixAI dialling directly, BotrixAI queues the call with VoiceLink and VoiceLink connects back to BotrixAI over a single WebSocket that carries audio in both directions.

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Prerequisites

Before setting up VoiceLink, you’ll need:
  • A VoiceLink account
  • Either your username and password, or a bearer token
  • At least one DID (phone number) registered with VoiceLink
Prefer username and password over a static bearer token. Tokens expire — with username and password saved, BotrixAI re-authenticates automatically when that happens. With only a bearer token, calls start failing once it expires and you must paste a new one in by hand.

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Configuration

From your VoiceLink account, collect:
  1. Your username and password (or a bearer token)
  2. Your DID number, in the registered form VoiceLink shows — digits only, with country code and no + or spaces, for example 919484959244
  3. Any additional DIDs you want to use, in the same form
VoiceLink DIDs are entered in registered form (919484959244), not E.164 (+919484959244). This differs from the other telephony providers in BotrixAI. A leading + will not match.

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Step 2: Configure in BotrixAI

  1. Navigate to /telephony-configurations and click Add configuration
  2. Select VoiceLink as your provider
  3. Enter:
    • API base URL — leave the default (https://app.voicelink.co.in/api) unless VoiceLink gave you a different one
    • Username and Password, or a Bearer token
    • DID number — the default caller ID used for outbound calls
    • From numbers — any further DIDs you want available
    • Client ID — optional, only needed if you are a reseller scoping KYC calls to a specific client
  4. Click Save Configuration
Saving fails unless you supply either a bearer token or both username and password.

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Step 3: Test your configuration

  1. Create a test agent
  2. Click Call to place a test outbound call
  3. Check the run in the dashboard for a successful connection

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How outbound calls work

When an agent places a call, BotrixAI posts to VoiceLink’s add_lead endpoint with the destination number, your DID as caller ID, and two callback URLs of its own. VoiceLink queues the dial and, once the call is answered, connects back to BotrixAI’s WebSocket to stream audio. You do not need to configure either callback URL — BotrixAI generates and sends them with each call.

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Inbound Calling Setup

Inbound is not configured automatically. Unlike providers where BotrixAI pushes a webhook URL for you, you point VoiceLink at BotrixAI yourself, once. In your VoiceLink account, set the media WebSocket URL for your DID to:
This single URL serves every inbound number on your account — BotrixAI reads the called DID from VoiceLink’s opening event and routes the call from there. You do not need a different URL per agent.

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Step 2: Assign an inbound agent to the number in BotrixAI

  1. Go to /telephony-configurations and open your VoiceLink configuration
  2. In the Phone numbers section, edit the DID that should receive inbound calls
  3. Set its Inbound workflow to the agent that should answer
  4. Save
The DID here must match the form VoiceLink sends in its call events (919484959244). If inbound calls connect but no agent answers, a mismatch between this number and VoiceLink’s registered form is the first thing to check.

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Step 3: Test inbound calling

  1. Call your VoiceLink DID from another phone
  2. Verify your BotrixAI agent answers and responds
  3. Check the run in the BotrixAI dashboard

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Call Transfer

VoiceLink supports blind transfer. When your agent triggers a transfer, BotrixAI sends the transfer instruction over the live call’s WebSocket and VoiceLink hands the call to the destination number.
VoiceLink provides no callback for transfer completion, so BotrixAI cannot report whether an individual transfer was answered — the run shows that the transfer was requested, not its outcome. Check VoiceLink’s own call logs when you need to confirm a specific transfer connected.
See Call Transfer for configuring the transfer tool on an agent.

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Troubleshooting

VoiceLink requires either a bearer token, or both a username and a password. Supplying only a username, or only a password, is rejected.
A static bearer token has expired. Save your username and password on the configuration instead — BotrixAI then re-authenticates on its own when a token expires.
  • Confirm the DID number is in registered form (919484959244), with no + and no spaces
  • Confirm the DID is active on your VoiceLink account
  • Check the API base URL matches the one VoiceLink gave you
  • Confirm the DID exists in your BotrixAI telephony configuration and has an Inbound workflow assigned
  • Confirm the number is written in the same form VoiceLink uses
  • Confirm the WebSocket URL on the VoiceLink side is the bare bot URL (wss://voice-app.botrixai.com/api/v1/telephony/ws) with nothing appended
  • Confirm the assigned agent is published — drafts are not served to live calls
VoiceLink carries both directions over one WebSocket. If the call connects but is silent, check that WebSocket traffic is not being blocked between VoiceLink and BotrixAI.
BotrixAI cannot observe transfer completion on VoiceLink — no callback exists for it. Confirm the outcome in VoiceLink’s own call logs.

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Best Practices

  • Save username and password rather than a bearer token, so token expiry never interrupts calling
  • Test with a single call before running a campaign
  • Keep DIDs in VoiceLink’s registered form everywhere in BotrixAI
  • Monitor VoiceLink’s dashboard for usage and billing