Skip to main content
CHANNEL API UPDATE

Voice call support is now available in the Channel API đź“ž

  • April 9, 2026
  • 11 replies
  • 494 views
bao_vu

 

We've added a new set of API endpoints and settings designed specifically for building voice call integrations in Front. If you're building a telephony integration or looking to bring voice into your Front workflows, here's what's new.


New API endpoints

The Channel API now includes dedicated endpoints for voice calls:


Call state management

Voice channels support a full call lifecycle — from ringing and queued to connected, hold, transferred, hangup, missed, and abandoned — with defined valid transitions between each state so your integration can handle any scenario cleanly.

There are also related call events.


App configuration

Voice integrations are built on top of application channels, with a few voice-specific settings to configure:

  • Use a Phone contact type when setting up your application channel feature
  • Add a sidebar plugin feature to visualize calls and related assets — with support for incoming call notifications via the Plugin SDK's displayNotification and dismissNotification functions


Get started
For a full overview of how to set up and implement a voice channel, including authentication and responding to messages, check out the voice channel guide.


Sample code

Check it out here.

 

11 replies

Javier - Developer Relations
Forum|alt.badge.img+9

Sample code for voice channels available here!

 

Javier - Front Developer Relations
twilanswer
Forum|alt.badge.img+3
  • twilanswer
  • Conversationalist
  • June 9, 2026

Very excited for this new functionality and to be able to provide a richer experience for call review. 

 

I’m curious how the “Call Back” button is intended to work/what is required for it. I couldn’t find anything in the documentation. 

 

In my testing, the “Call Back” button is always greyed out and unclickable. I know that I have the phone contact type setup for the channel, and I’m able to click “Call with “ + my plugin. 

 

 

Javier - Developer Relations
Forum|alt.badge.img+9

​@twilanswer Thanks for surfacing this, it looks like you discovered a bug. The team implemented a fix this afternoon. Does the button work for you now?

Javier - Front Developer Relations
    twilanswer
    Forum|alt.badge.img+3
    • twilanswer
    • Conversationalist
    • June 10, 2026

    ​@Javier - Developer Relations  - yes it’s working now. Thanks!

      twilanswer
      Forum|alt.badge.img+3
      • twilanswer
      • Conversationalist
      • June 12, 2026

      Are voice calls expected to work with rules/triggers? I have a test trigger setup that’s trying to run off “Inbound message is received”, but I’m getting an alert that trigger is not supported for the conversation I selected to test (a voice call) 

       

       

      Javier - Developer Relations
      Forum|alt.badge.img+9

      Hey ​@twilanswer, that warning means that the rule testing engine can’t test whether your trigger worked for the given conversation (essentially, you can’t test triggers). However, it tests the other portions of the rule based on the conversation you select. The rule should work for voice channels, but let us know if you encounter anything odd.

      Javier - Front Developer Relations
      twilanswer
      Forum|alt.badge.img+3
      • twilanswer
      • Conversationalist
      • June 12, 2026

      Thanks ​@Javier - Developer Relations  - will “Message body contains” look at the call summary, the transcript, both, or neither? 

      Javier - Developer Relations
      Forum|alt.badge.img+9

      Hey ​@twilanswer, the rule condition should pull from the message body and transcript (but not the summary). 
       

       

      Javier - Front Developer Relations
      twilanswer
      Forum|alt.badge.img+3
      • twilanswer
      • Conversationalist
      • June 22, 2026

      Thanks ​@Javier - Developer Relations - on a related note, is it possible to apply similar formatting in the call summary to what we previously were able to do with messages? 

       

      I’m specifically looking to be able to apply line breaks. For normal messages, we are able to pass in <br> and it would show a new line in the UI. It doesn’t appear to be working here. 

       

       

      Javier - Developer Relations
      Forum|alt.badge.img+9

      Hey ​@twilanswer,

      We take a plain string value and render it as-is for now. I totally understand this is not ideal. I suggest submitting an idea to allow formatting for line breaks and lists. I’ve also passed this feedback along to the team.

      Javier - Front Developer Relations
        twilanswer
        Forum|alt.badge.img+3
        • twilanswer
        • Conversationalist
        • June 25, 2026

        Thanks Javier - added here: https://front.ideas.aha.io/ideas/PRD-I-9967

          Terms & ConditionsAccessibility statement