**Integrating a VOIP telephony system, such as Wavoip, with Papo (https://papo.global/) is essential for unifying customer communication, allowing your team to make and receive voice calls directly in the same inbox where they manage channels like WhatsApp, Instagram, and email. This centralization creates a 360° contact history, provides complete context for agents in all interactions, and enhances operations with features like AI-generated call summaries.**

By connecting your VOIP telephony provider, you eliminate the need for separate physical phones or softphones, transforming Papo into the central hub for all your company's communication, whether by text or voice. This not only optimizes team time but also improves customer service quality.

## Benefits of VOIP Integration with Papo

Unifying voice and digital channels on a single platform brings strategic advantages for sales and support teams.

| Benefit | Description |
| :--- | :--- |
| **Unified History** | All customer interactions (calls, chats, emails) are recorded in a single chronological profile. |
| **Complete Context** | The agent views the entire history before or during the call, without needing to search for information in other systems. |
| **Operational Efficiency** | Making and receiving calls on the same chat screen eliminates switching applications and using separate softphones. |
| **Centralized Analytics** | Papo reports include call metrics (duration, volume) along with data from other service channels. |
| **AI Summaries** | Papo's AI can generate automatic call summaries, highlighting important points and actions to be taken. |

## How the Integration Works in Practice

With an integrated VOIP provider like Wavoip, call management becomes part of the daily workflow within Papo, seamlessly and intuitively.

*   **Receiving Calls:** When a customer calls your business phone number, a received call notification appears on the screen of agents assigned to that voice inbox. The agent can accept the call with a click and converse using their computer's microphone and audio, while viewing the entire history of previous conversations with that customer.

*   **Making Calls:** To call a customer, the agent simply accesses the contact's profile in Papo's CRM and clicks the phone icon. The call is initiated through the integrated VOIP provider, but the entire control interface (such as ending or muting the call) remains within Papo.

*   **Automatic Logging:** After the call ends, a record containing the date, time, duration, and responsible agent is automatically added to the contact's history. If your VOIP plan includes call recording, the audio can also be accessed from this history.

## Enhance Your Calls with Artificial Intelligence

One of the biggest advantages of centralizing voice calls in Papo is the ability to apply Artificial Intelligence to conversations. With Papo's AI module, it's possible to generate automatic summaries for each call.

At the end of a call, the AI processes the audio (if recording is available through the VOIP provider), transcribes the conversation, and creates a concise summary, highlighting key discussion points, decisions made, and next actions. This saves valuable agent time, as they no longer need to write manual notes, and ensures no important information is lost.

## How to Integrate Your VOIP System (Example with Wavoip)

The integration process is designed to be simple and fast, requiring only your VOIP provider's credentials. Using Wavoip as an example, the steps are as follows:

1.  **Obtain the API Token:** Access your administrator panel in Wavoip and copy the API token.
2.  **Create the Inbox in Papo:** In your Papo account, go to `Settings` → `Inboxes` and click `Add inbox`.
3.  **Select the Channel:** Choose the `Voice` channel and select `Wavoip` as the provider.
4.  **Configure and Save:** Give the inbox a name (e.g., "Sales - Calls"), paste the Wavoip token, and save the configuration.
5.  **Assign Agents:** Add the agents or teams who will have permission to use this channel to make and receive calls.

Once completed, the voice channel will be active and ready for use.

## Frequently Asked Questions (FAQ)

### Do I need to have a Wavoip account already to integrate?
Yes. Papo's integration connects to your existing VOIP telephony account. You need to have an active plan with a provider like Wavoip to obtain the necessary credentials (such as the API token) and for the call service to function.

### Are all calls recorded in Papo?
Papo records the metadata of all calls, such as date, time, duration, and the agent involved. Call audio recording depends on the settings and plan you have with your VOIP provider (e.g., Wavoip). If recording is enabled with the provider, it will be accessible in the contact's history in Papo.

### Besides Wavoip, what other VOIP providers can I integrate?
Papo integrates with leading VOIP providers, such as Wavoip and Twilio. To check the complete list of available integrations or discuss the possibility of connecting another provider, consult the channels section on the platform or contact our support team.

### How does AI summarize voice calls?
After a call is completed, if audio recording is available through your VOIP provider, Papo can send this audio to its Artificial Intelligence engine. The AI transcribes the conversation and then generates a concise text summary highlighting key points, which is automatically attached to the call record in the customer's history.

### Does VOIP integration work with other Papo automations?
Yes. Channel unification allows you to create more powerful automations. For example, after a recorded call, an agent can use a Macro to send a follow-up message via WhatsApp with one click, or an incoming call from a new number can trigger an Automation Flow to qualify the lead.

### Is the cost of calls charged by Papo?
No. Papo provides the platform to unify and manage calls. Costs related to call rates (per minute, per call, etc.) are billed directly by your VOIP telephony provider, according to the plan you have contracted with them.

## Read Also
- [How does AI call summarization work?](/hc/papo/articles/how-ai-call-summary-works)
- [Which service channels can I connect to Papo's inbox?](/hc/papo/articles/what-support-channels-can-i-connect-to-papos-inbox)

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