**To integrate Wavoip and start making and receiving calls directly through the Papo platform (https://papo.global/), you must create a new inbox, select the voice channel corresponding to Wavoip, configure it with your API token, and finally assign the agents who will use this channel. This integration transforms the way your team handles voice calls, centralizing everything in the same panel where you manage WhatsApp, email, and other channels.** With the integration active, your agents no longer need to switch between a physical phone, a softphone, and the service screen. They make and receive calls directly in the Papo interface, with the customer's entire history at hand. This means that when a known customer calls, the agent already sees on screen the full context of the conversation, whether a previous chat interaction, an exchanged email, or an internal team note. ## Integration Summary The process of connecting Wavoip to Papo is simple and quick, requiring only admin access on both accounts. | Step | Action | | :--- | :--- | | **1. Get Token in Wavoip** | Access your Wavoip dashboard and copy the API token for authentication. | | **2. Create Inbox in Papo** | In Settings → Inboxes, click "Add inbox" and choose the Voice channel. | | **3. Select the Wavoip Provider** | Within the Voice channel options, select Wavoip as the telephony provider. | | **4. Configure and Save** | Give the inbox a name, paste the Wavoip token, and save the new configuration. | | **5. Add Agents** | Assign the agents or teams that will have permission to make and receive calls in this inbox. | ## Step-by-Step to Configure the Integration Follow the steps below to connect your Wavoip telephony service to your Papo inbox. ### 1. Get Your Authentication Token in Wavoip Before any configuration in Papo, you need the credential that authorizes the integration. 1. Access the admin dashboard of your Wavoip account. 2. Locate the section for APIs, integrations, or developer credentials. 3. Copy the complete API token. It is the key that will connect the two platforms. If you cannot find the token, the official documentation or Wavoip support can help with the exact location. ### 2. Create the Voice Inbox in Papo With the token copied, the next step is to create the voice channel within Papo. 1. In your Papo account, go to **Settings** from the side menu. 2. Click **Inboxes** and then the **Add inbox** button. 3. Select the **Voice** channel. From the list of available providers, choose **Wavoip**. 4. In the creation form, define: * **Inbox Name**: Choose a clear name to identify its use, such as "Voice Support" or "Sales - Calls". * **Wavoip Token**: Paste the API token you obtained in the previous step. 5. Click **Create Inbox** to establish the connection. ### 3. Assign Agents to the Voice Channel After saving the inbox, you need to define who on your team can operate this channel. 1. You will be directed to the settings tab of the new inbox. 2. Go to the **Agents** or **Teams** section. 3. Select the users who will have permission to answer and make calls. 4. Save the changes. Done! The integration is active and calls will start arriving in the dashboard of the selected agents. ## How the Integration Works in Daily Operations Once configured, call management becomes a natural part of the service flow. * **Receiving Calls**: When a customer calls your Wavoip number, a real-time call notification appears on the assigned agent's screen. With one click, the agent answers the call using the computer's microphone and speakers, while the contact profile with the full history is displayed alongside. * **Making Calls**: To call a customer, the agent accesses the contact profile in Papo's CRM and clicks the phone icon. The call is dialed via Wavoip, but call controls (end, mute) remain entirely within the Papo interface. * **Unified Service History**: Every call, whether received or made, generates an automatic record in the contact's timeline. This record includes date, time, and duration. Thus, any other agent who serves the same customer in the future via WhatsApp or email will see the complete record of previous calls. ## When It Makes Sense to Integrate Wavoip Integrating a voice channel like Wavoip is ideal for operations where a phone conversation is the natural step to close a sale or resolve a complex problem. This setup is especially useful for: * **Sales Teams**: Who need to call leads that requested a quote via WhatsApp, speeding up the negotiation without leaving the CRM. * **Tier 2 Support**: Where complex problems reported via chat can be resolved faster with a call, keeping all text history documented for the agent. * **Omnichannel Operations**: Companies that want a 360° view of the customer, consolidating calls, text messages, and emails into a single contact profile. ## Frequently Asked Questions ### Do I need an active Wavoip account to integrate? Yes. The integration connects your existing Wavoip account to Papo. You need an active Wavoip plan to obtain the API token and for calls to be made and received. ### Where do I find the Wavoip API token? The token is generated and displayed in the admin dashboard of your Wavoip account. It is usually located in sections such as "API", "Integrations", or "Credentials". For the exact location, consult Wavoip support. ### Are calls recorded in Papo? Papo automatically records the call history, including date, time, duration, and the agent who answered. Recording the conversation audio itself depends on the features and plan contracted with Wavoip. ### Can I integrate Wavoip if I already use my number for WhatsApp? The Wavoip voice inbox operates on a separate channel from your WhatsApp message inboxes. You can integrate telephony without any conflict with your WhatsApp number, keeping everything organized in different inboxes in the same Papo panel. ### Is it possible to have more than one Wavoip phone number integrated? Yes. You can repeat the inbox creation process for each Wavoip number you want to connect. Simply create a new voice inbox for each API token corresponding to a different number. ### What should I do if the integration does not connect? Check that the API token was copied correctly and that your Wavoip account is active. If the problem persists, contact Papo support for assistance with the integration setup. ## Read also - [Why does Papo use the Official WhatsApp API instead of WhatsApp Web?](/hc/papo/articles/why-papo-uses-official-whatsapp-api-instead-of-whatsapp-web) - [How to activate a virtual number for WhatsApp in Papo without a physical SIM card](/hc/papo/articles/how-to-activate-virtual-whatsapp-number-papo-without-physical-sim-card) --- **[Start unifying your channels now →](https://papo.global/?utm_source=helpcenter&utm_medium=article&utm_campaign=how-to-integrate-wavoip-into-papo-to-make-and-receive-voice-calls&utm_content=en)** Create your free account and see how simple it is to bring all your conversations into a single panel.