**To integrate Wavoip and start making and receiving calls directly through the Papo platform (https://papo.global/), you need to create a new inbox, select the voice channel corresponding to Wavoip, and configure it with your API token. This integration allows you to centralize voice calls in the same panel where you manage WhatsApp and other channels, unifying the customer service history.**

Integrating your Wavoip telephony account with Papo transforms how your team handles voice calls. Instead of using a physical phone or a separate softphone, agents can make and receive calls directly from the Papo interface, where they already have the full customer context, including previous chat and email conversations.

## Integration Summary

The connection process is done in a few steps and requires administrator access to both your Papo account and your Wavoip account.

| Step | Action |
|---|---|
| 1. Get Token | Access your Wavoip account and copy the API token required for the integration. |
| 2. Create Inbox | In Papo, go to Settings → Inboxes and click "Add inbox". |
| 3. Select Channel | Choose the voice channel and select "Wavoip" as the provider. |
| 4. Configure | Name the inbox (e.g., "Sales - Voice"), paste the Wavoip token, and save. |
| 5. Add Agents | Assign agents or teams who will be able to use this inbox to make and receive calls. |

## Step-by-Step Guide to Integrating Your Wavoip Account

Follow the steps below to connect your Wavoip telephony service to your Papo inbox.

### 1. Obtain Your API Token from Wavoip

Before starting the configuration in Papo, you need your Wavoip authentication token.

1.  Access the administration panel of your Wavoip account.
2.  Navigate to the API or integrations section to find your token.
3.  Copy the token. It will be used in the next step.

If you have difficulty finding the token, consult Wavoip's help documentation or contact their support.

### 2. Create the Inbox in Papo

With the token in hand, the next step is to create the communication channel within Papo.

1.  Access your Papo account and go to **Settings** in the sidebar menu.
2.  Click on **Inboxes**.
3.  Press the **Add inbox** button.
4.  In the list of available channels, select the **Voice** option, and then choose **Wavoip** as the provider.
5.  Fill in the configuration form:
    *   **Inbox Name:** Give it a name that helps identify the channel, such as "Voice Support" or "Sales - Calls".
    *   **Wavoip Token:** Paste the token you copied in the previous step.
6.  Click on **Create Inbox** to save.

### 3. Assign Agents to the Inbox

For your team to be able to answer and make calls, you need to associate agents with the new inbox.

1.  After creating the inbox, you will be directed to the **Agents** tab.
2.  Select the agents or teams who will have permission to use this voice channel.
3.  Save the changes.

From this moment, the integration is active. Calls received on your Wavoip number will be directed to the selected agents within Papo.

## How It Works in Practice

With the integration active, call management is fully centralized.

*   **Receiving Calls:** When a customer calls your Wavoip number, a real-time notification will appear on the screen of the agents assigned to that inbox. The agent can accept the call with one click and converse using their computer's microphone and audio.
*   **Making Calls:** To initiate a call, the agent can navigate to a contact's profile in Papo's CRM and click the phone icon next to the customer's number. The call will be initiated through Wavoip, but the control interface will remain within Papo.
*   **Unified History:** All calls, both received and made, are recorded in the contact's history. This allows any agent, when assisting the same customer in the future, to see the call log along with WhatsApp conversations, emails, and internal notes.

## Frequently Asked Questions

### Do I need an active Wavoip account to integrate?
Yes, the integration connects your existing Wavoip account to Papo. You need to have an active plan with Wavoip to obtain the API token and for the telephony service to function.

### Where do I find the Wavoip API token?
The API token is provided by Wavoip in their administration panel. Generally, it is found in a section called "API", "Integrations", or "Credentials". For the exact location, consult Wavoip's documentation.

### Are calls made and received through Papo recorded?
Papo records the history of all calls, including date, time, duration, and the agent involved. Audio recording of the call depends on the settings and plan you have with Wavoip. Check your voice provider's functionalities.

### How does an agent know they are receiving a call?
The agent receives a real-time audio and visual notification in the Papo interface, allowing them to answer the call directly in the panel without needing another application.

### Can I direct calls to specific teams?
Yes. When configuring the Wavoip inbox, you can assign it to a specific team created in Papo. This way, only agents who are part of that team will receive call notifications for that inbox.

### Does the integration incur any extra cost in Papo?
The integration functionality with voice providers is part of the Papo platform. Costs associated with using the telephony service, such as per-minute rates and number rental, are charged directly by Wavoip, according to the plan you contracted with them.

Read also:
- [How to Analyze Call History and Statistics in Papo](/hc/papo/articles/how-to-analyze-call-history-and-statistics-in-papo)
- [How to Create Teams and Distribute Service in Papo Global](/hc/papo/articles/create-teams-distribute-conversations-papo-global)

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