# Voice Feature Overview

### Tiledesk Voice Features Integration via Twilio[#](https://gethelp.tiledesk.com/articles/voice-feature-overview/#tiledesk-voice-features-integration-via-twilio) <a href="#tiledesk-voice-features-integration-via-twilio" id="tiledesk-voice-features-integration-via-twilio"></a>

Tiledesk extends its conversational AI capabilities to the **voice channel** through integration with **Twilio**, enabling voice-driven experiences such as IVR flows, welcome messages, and intelligent call transfers. This tutorial provides an overview of the current voice features, integration with WhatsApp bots, and customization options.

Tiledesk voice workflows can be configured using different blocks inside the Design Studio or a voice-enabled conversation flow. Here’s what’s currently available:

#### 1. Welcome Message[#](https://gethelp.tiledesk.com/articles/voice-feature-overview/#1-welcome-message) <a href="#id-1-welcome-message" id="id-1-welcome-message"></a>

You can greet users with either a **static** or **dynamic** welcome message:

**Static Options**

**Play Prompt**: Plays a fixed message using TTS (Text-to-Speech).

**Speech Form** (with **No Input** support): Asks a question and listens for a voice input. If no response is given, it can trigger a fallback or transfer.

**Dynamic Option**

**GPT Task**: Generates a personalized welcome message using a prompt-based interaction with a GPT model.

> Example: “Hi! I’m your assistant. Say something or press a number to continue.”

You can create an **interactive menu** where users press digits to navigate options. This is achieved using the **DTMF Menu** block.

Example menu:

```
Press 1 → Get chatbot information  
Press 2 → Leave your number  
Press 3 → Provide more details  
```

Each option can redirect the caller to:

A Tiledesk agent

A chatbot flow

A form to collect numeric input (like phone numbers)

#### 3. Collecting User Input (DTMF Form)[#](https://gethelp.tiledesk.com/articles/voice-feature-overview/#3-collecting-user-input-dtmf-form) <a href="#id-3-collecting-user-input-dtmf-form" id="id-3-collecting-user-input-dtmf-form"></a>

Use the **DTMF Form** block when you want to collect numeric information like phone numbers or ID codes.

You can set:

**Minimum/maximum digits**

**Timeouts**

**Validation rules**

> Example: "Please enter your customer ID, followed by the pound key."

#### 4. Call Transfer[#](https://gethelp.tiledesk.com/articles/voice-feature-overview/#4-call-transfer) <a href="#id-4-call-transfer" id="id-4-call-transfer"></a>

Calls can be routed to a live operator or another number using:

**Blind Transfer**

Instantly transfers the call to a specified number.

Can be used as a fallback in case of **No Input** from the user.

### Integrating Voice and WhatsApp[#](https://gethelp.tiledesk.com/articles/voice-feature-overview/#integrating-voice-and-whatsapp) <a href="#integrating-voice-and-whatsapp" id="integrating-voice-and-whatsapp"></a>

#### Can I use the same bot for both voice and WhatsApp?[#](https://gethelp.tiledesk.com/articles/voice-feature-overview/#can-i-use-the-same-bot-for-both-voice-and-whatsapp) <a href="#can-i-use-the-same-bot-for-both-voice-and-whatsapp" id="can-i-use-the-same-bot-for-both-voice-and-whatsapp"></a>

Yes, the **underlying logic and chatbot engine** are shared, but **voice requires specific adjustments**:

For **Voice**: Use blocks like Play Prompt, Speech Form, and DTMF Menu instead of Reply.

For **WhatsApp**: Regular text replies and buttons are supported.

**One number for both channels?**

Technically possible with Twilio, but needs careful configuration to route messages correctly based on the channel (voice vs. WhatsApp).

You’ll need separate flows or channel-specific handling logic.

### Voice Customization Options[#](https://gethelp.tiledesk.com/articles/voice-feature-overview/#voice-customization-options) <a href="#voice-customization-options" id="voice-customization-options"></a>

Currently, the **voice used for TTS messages** is predefined and not customizable.

❌ No support yet for:

Changing TTS providers

Choosing different voices or languages

Voice tone/style selection

> Features actively being developed at the moment.

### Summary[#](https://gethelp.tiledesk.com/articles/voice-feature-overview/#summary) <a href="#summary" id="summary"></a>

| Feature                   | Description                                              |
| ------------------------- | -------------------------------------------------------- |
| **Welcome Message**       | Static (Play Prompt / Speech Form) or dynamic (GPT Task) |
| **IVR Menu**              | DTMF-based navigation using keypad                       |
| **Input Collection**      | DTMF Form for structured numeric input                   |
| **Call Transfer**         | Blind transfer for fallback or live agent routing        |
| **Cross-channel Support** | Same bot logic, adapted per channel (WhatsApp vs. Voice) |
| **Voice Customization**   | Not currently available                                  |


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