To set up a virtual number for the voice channel in Papo (https://papo.global/), you need to create a Voice-type inbox, select a compatible telephony provider (such as Twilio), and connect the virtual number you already have with that provider. Then, simply assign the agents who will answer the calls, and the call history will be automatically recorded in the Calls module.
With an active virtual number, your team does not need a physical phone or a separate softphone. Calls come directly into the Papo interface, and the agent sees the contact's full profile, conversation history across other channels, and internal notes on the same screen. This eliminates switching between apps and speeds up service.
Configuration summary
| Step | Action |
|---|---|
| 1. Have a virtual number | Purchase a virtual number from a compatible telephony provider (e.g., Twilio). |
| 2. Create a Voice inbox in Papo | In Settings → Inboxes, add a new inbox and choose the Voice channel. |
| 3. Select the provider | Choose the provider where your virtual number is hosted and enter the connection credentials. |
| 4. Assign agents | Add the agents or teams that will make and receive calls through this number. |
| 5. Test the line | Make a test call to the virtual number and check whether the notification appears in the panel. |
What is a virtual voice number
A virtual number is a phone number hosted in the cloud, with no link to a physical SIM card or mobile device. In the context of Papo, this number is connected to a Voice channel inbox through a VoIP telephony provider, such as Twilio.
When a customer calls this number, the call is routed to the Papo panel. The agent answers using the computer's microphone and speakers, with the customer's full context already displayed on the screen. Outbound calls also start from the same environment, and each call generates an automatic record in the contact's timeline.
How to set up the virtual number in Papo
The process follows the standard inbox creation flow, with the specifics of the Voice channel.
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Purchase a virtual number: Before any configuration in Papo, you need an active virtual number with a compatible provider. Twilio is an example of a supported provider. The purchase and costs of the number are managed directly in the chosen provider's panel.
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Go to the inbox settings: In your Papo account, go to Settings and click Inboxes. Then click the button to add a new inbox.
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Choose the Voice channel: In the list of available channels, select Voice. The system will display the telephony providers available for your installation, such as Twilio. Select the provider where your virtual number is hosted.
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Enter the provider credentials: The form will request the authentication data needed to connect Papo to your telephony provider. These credentials (such as API tokens or account SID) are obtained in the provider's panel. Fill in the fields as instructed on the screen.
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Name the inbox and add agents: Choose a name that identifies the number's use, such as "Voice Support" or "Sales - Phone". Then assign the agents or teams that will have permission to answer and make calls through this inbox.
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Save and test: After saving, the integration will be active. Ask someone to call the virtual number. The call should appear as a real-time notification in the assigned agents' panel.
How the integration works day to day
Once the virtual number is configured, call management integrates with Papo's multichannel service flow.
- Receiving calls: When a customer calls the virtual number, the agent receives a call notification on the screen. When answering, the contact profile is displayed with the full interaction history — whether a previous WhatsApp conversation, an exchanged email, or an internal team note.
- Making calls: To call a customer, the agent accesses the contact profile in Papo's CRM and uses the voice call option. Dialing is done by the connected provider, but call control (answer, end, mute) is entirely within the Papo interface.
- Unified history: Each received or made call generates an automatic record in the contact's timeline, with date, time, and duration. The Calls module consolidates the history and statistics of all calls, allowing you to filter by direction, status, and method.
Voice Assist and the voice channel
Voice Assist is Papo's voice assistant that can be configured to work in the website widget. Although Voice Assist is an independent feature, having a voice channel with a virtual number expands the possibilities for professional phone service within the platform.
With Voice Assist, you can, for example, set up automatic answers to frequently asked questions in the widget and transfer the conversation to a human agent when needed. The virtual number in the Voice channel, meanwhile, allows customers to call your company directly and be served by an agent in the same unified panel.
Who this configuration is useful for
- Sales teams that need a professional business number to receive calls from leads who requested a quote via WhatsApp or email.
- Technical support that resolves complex issues by phone without losing the customer's history in other channels.
- Remote operations that cannot rely on a physical phone or a mobile phone with a SIM card.
- Companies that already use Papo as a multichannel hub and want to unify voice calls in the same panel as well.
Do I need to have a virtual number before setting it up in Papo?
Yes. Papo integrates with the number you already have with a compatible provider. The number is purchased directly from the chosen provider.
Which telephony providers are compatible?
The platform supports providers such as Twilio. During inbox creation, the system displays the options available for your installation.
Are calls recorded?
Yes, the voice channel configuration in Papo includes call recording functionality.
Can I use Voice Assist to answer phone calls?
Voice Assist is a voice assistant designed for the website widget. Phone calls received on the virtual number are answered by human agents in the Papo panel.
Is it possible to have more than one virtual number?
Yes. You can create multiple Voice-type inboxes, each connected to a different virtual number, and assign specific agents or teams to each one.
Does call history appear together with WhatsApp conversations?
Yes. Each call generates a record in the contact's timeline, unifying voice history with interactions from WhatsApp, email, Instagram, and other channels.
Read also
- How to set up Voice Assist to answer FAQs on the site and transfer to a human?
- How to create a new inbox in Papo
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