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Channels

Channels are used to connect your ToothFairyAI workspace to 3rd party communication platforms. Agents can then be configured to listen to these channels and both send and respond to messages.

ToothFairyAI supports the following channels:

  • SMS
  • WhatsApp
  • Email
  • SIP Phone

The supported 3rd party communication platforms are:

  • Twilio for SMS
  • Twilio for WhatsApp
  • SendGrid
  • Whatsapp via Meta
  • Amazon SES - Enterprise only
  • SIP Trunk - For voice telephony integration

Once 3rd party communication platforms are connected to your ToothFairyAI workspace, you can use them in your agents under the section Agent channels

The Agents channels functionality is available only for Chat agents and Voice agents.

Channels can be created and or edited from the following menu: Settings > Channels > Create

`Create a new channel.`

Create a channel​

  1. Click on the Create button.
  2. Fill in the provider name and description(optional).
  3. Select the Channel type from the dropdown menu.
  4. Select the Provider from the dropdown menu filtered based on the channel selected.
  5. Insert the token or API key in the Token field. Once created the provider token will be hidden for security reasons. You will have to create a new provider if you forget the token.
  6. Insert the account SID in the Account ID field.
  7. Click on the Save button to create the channel provider.
Note

All the secret fields are encrypted and stored securely. You will not be able to see the secret fields once you save the provider. In case you forget the secret fields, you will need to create a new provider.

Note

After the creation of the channel provider, ToothFairyAI will generate a unique https url that can be used in the webhook configuration of the 3rd party communication platform to listen to incoming messages.

SIP Phone Channel​

SIP (Session Initiation Protocol) channels enable voice agents to make and receive phone calls through SIP trunk providers. This is ideal for enterprise telephony integration.

Supported SIP Providers​

  • Twilio SIP - Twilio's SIP trunking service
  • Custom SIP Trunk - Any standards-compliant SIP provider (contact us to understand your requirements)

Automatic SIP Trunk Generation​

When you create a SIP Phone channel, ToothFairyAI automatically generates a SIP trunk for your workspace. This trunk serves as the telephony gateway for routing calls between your SIP provider and your voice agents.

Key Points:

  • The SIP trunk is created instantly when the channel is saved
  • No manual trunk configuration required
  • The trunk is uniquely associated with your workspace
  • Connection details are managed automatically

SIP Phone Configuration in Agents​

When configuring a Voice agent with a SIP channel, the SIP Phone Configuration panel appears with the following options:

SettingDescription
Phone NumberThe phone number to associate with the agent (e.g., +1234567890)
Inbound CallsEnable to allow the agent to receive incoming calls
Outbound CallsEnable to allow the agent to make outgoing calls

Phone Number & Dispatch Rules Association​

When an agent is configured with a SIP channel and a valid phone number, the system automatically associates the phone number with its dispatch rules to the SIP trunk:

  1. Phone Number Binding: The phone number is registered to the auto-generated SIP trunk
  2. Dispatch Rules: Inbound call routing rules are created automatically:
    • Incoming call to the phone number → Routed to the associated agent
  3. Outbound Authorization: If outbound calls are enabled, the phone number is authorized for outgoing calls from that agent

How It Works:

Incoming Call → Phone Number → SIP Trunk → Dispatch Rules → Agent
Outgoing Call → Agent → SIP Trunk → Phone Number → Destination

Configuration Example​

  1. Create SIP Channel: Go to Settings > Channels > Create, select "SIP Phone" as channel type
    • A SIP trunk is automatically generated for your workspace
  2. Configure Agent: In your Voice agent settings, scroll to Agent Channels
  3. Add SIP Configuration:
    • Select the SIP channel
    • Enter the phone number
    • Toggle inbound/outbound as needed
  4. Phone Number Association: The phone number and dispatch rules are automatically associated with the SIP trunk
Traffic Direction
  • Inbound only: Agent receives calls but cannot initiate calls
  • Outbound only: Agent can make calls but won't receive incoming calls
  • Both: Full bidirectional phone capability
Multiple Phone Numbers

You can configure multiple agents with different phone numbers. Each phone number is associated with its own dispatch rules on the SIP trunk, enabling intelligent call routing to specific agents.

Plan Availability

SIP Phone channels are available for Business and Enterprise subscriptions.

SIP Channel Requirements

SIP Phone channels require:

  • Business or Enterprise subscription
  • A configured SIP trunk channel in Settings > Channels
  • A valid Twilio phone number enabled for voice traffic
  • A voice-enabled agent with appropriate voice instructions
Note

After the creation of the channel provider, ToothFairyAI will generate a unique https url that can be used in the webhook configuration of the 3rd party communication platform to listen to incoming messages.

Warning

Channels provider 3rd party communication platforms are not free. You will be charged by the 3rd party communication platforms for using their services. Please check their pricing page for more details.