Quickstart: Your Omnichannel Contact Center
Connect telephony providers, configure agents + queues, design IVR with AI voice agents, launch Power Dialer + Broadcast, wire Cyber-Physical Kiosk — the full setup in 6 steps, in under 30 minutes.
Connect Telephony Providers
| Provider | Best for | Notes |
|---|---|---|
| **Twilio** | Default — broadest coverage + best documentation | Strong in NA + EU, growing globally |
| **Telnyx** | High-volume + best margin | Custom routing, PoP control |
| **Plivo** | Cost-effective alternative to Twilio | Strong international (LATAM, APAC) |
| **Vonage** | Enterprise + best video calling | Higher minimums |
Configure Agents + Queues
| Routing strategy | When to use |
|---|---|
| **Weighted skills** | Default — best-match agent by skill overlap |
| **Longest idle** | Distribute load evenly |
| **Round robin** | Strict rotation |
| **Priority queue** | VIP customers + tier 1 incidents |
| **Sentiment routing** | Frustrated callers (detected via live-transcript sentiment) → senior team |
Design Your IVR Flow
| Node | What it does |
|---|---|
| **Say** | TTS prompt (multiple voices + languages) |
| **Play audio** | Pre-recorded greeting / hold music |
| **Gather** | Capture DTMF or speech (1-9 digits, or natural language) |
| **Menu** | Branch by digit |
| **Dial** | Transfer to agent / queue / external number |
| **Voicemail** | Capture + transcribe via Whisper |
| **Neural Voice Agent** | AI-powered conversational front-line — handles routine inquiries |
| **Conditional** | Branch by caller attributes (CRM lookup, time of day, etc.) |
| **HTTP request** | Call external API mid-flow |
Launch a Power Dialer Campaign
Upload a call list (CSV or sync from CRM segment). Assign to agents. Configure:
- Calling hours (timezone-aware per-recipient)
- Auto-advance delay between calls
- Disposition codes — what reps select after each call (
reached,voicemail,wrong-number,do-not-call,interested,not-interested) - Daily call cap per recipient (prevents harassment)
- Re-dial schedule for voicemails / no-answers
typescript
// Create a new Power Dialer call list
await aeion.api.post("/v1/connect_call_lists", {
name: "Q4 Renewal Outreach",
source: "crm-segment",
segmentId: "expiring-q4",
assignedAgents: ["user_alice", "user_bob"],
callingHours: { start: "09:00", end: "17:00", localTimezone: true },
autoAdvanceSeconds: 5,
daysBetweenAttempts: 3,
maxAttempts: 5,
recordCalls: true,
triggerScreenPop: true, // CRM record opens before connect
});
Compliance built in — DNC list scrubbing before dial, TCPA-aware calling hours, full audit log per call. The assignedAgents field restricts who can dial each list — useful for compliance-sensitive campaigns requiring trained agents.
Start Broadcast Campaigns
Broadcast = mass messaging campaigns (one-time). Navigate to Connect → Broadcast → New Campaign.
Channel support:
- SMS (A2P 10DLC compliant) — typical use: flash sales, event reminders
- WhatsApp Business — template-only for cold; rich media + buttons for engaged
- MMS — image / video / vCard delivery
- Voice — automated calls with TTS or pre-recorded audio
Personalization variables: {{firstName}}, {{lastName}}, {{company}}, plus any custom field from the CRM record.
Throttling — A2P 10DLC limits enforce per-carrier (T-Mobile 3,600/sec/campaign, ATT 4,500/sec, Verizon 2,400/sec). Aeion handles the throttling math automatically; you set the desired delivery window and the system paces accordingly.
Deliverability monitoring — real-time per-carrier delivery rates, opt-out events, complaint rates. Auto-pause if complaint rate crosses threshold (avoids carrier-level suspension).
Wire Cyber-Physical Kiosk (Optional)
For physical retail / hospitality / events, deploy Bridge-connected kiosks with a button → WebRTC → agent inbox flow.
Setup:
- Deploy Bridge hardware at your physical location (Raspberry Pi, mini PC, or industrial controller)
- Configure the kiosk app with location metadata (address, zone, terminal ID)
- Connect the physical button (GPIO, USB, or BLE)
- Test the flow — button press triggers WebRTC session to the Connect omnichannel inbox
Agent experience: when a customer presses the kiosk button:
- Agent's inbox surfaces the inbound call with full location context (address, zone, terminal ID, any active customer session)
- Geographically-relevant greeting ("Hi, I see you're at our Westfield location — how can I help?")
- Customer's video + audio captured if the kiosk has a camera
- Session-recording captured for QA / training
Use cases: retail try-on rooms with sales-rep callbacks, hotel concierge stations, event-hall information desks, healthcare-clinic check-in.
Integration Recipes
CRM screen-pop on inbound call. When a call hits the agent, the CRM contact card auto-opens in the agent's UI — full deal history, recent tickets, account balance visible before "Hello".
Helpdesk auto-ticket on call. Every call optionally creates a Helpdesk ticket linked to the recording + transcript. Useful for compliance-heavy industries.
Sentiment routing → de-escalation team. The AI Call Copilot scores live-transcript sentiment in real time; when it detects elevated frustration, the caller routes to a queue of trained de-escalation specialists, bypassing standard wait.
Aeion Marketing → Connect SMS. Campaign sequences can include SMS steps that route through Connect's compliance-aware delivery pipeline. Single source of truth for opt-in / opt-out across email + SMS.
AeionClaw → Power Dialer. AeionClaw can dynamically prioritize the dialer queue based on real-time signals ("call this customer next — their payment just failed").
Recording → AI summary. Every call recording auto-transcribes (Whisper) + summarizes (Claude / GPT). Summary appended to the contact's CRM timeline within minutes of call end.
Troubleshooting
Calls connecting but quality is poor. Verify STUN/TURN server health (Admin → Connect → WebRTC Status). Common cause: agents behind aggressive firewalls. Configure Cloudflare Calls as the TURN provider for the broadest NAT traversal.
SMS delivery rate dropping. Check the campaign's carrier-level delivery report. Common causes: (1) message content flagged as spam, (2) sender reputation damaged by prior complaints, (3) recipient list has stale numbers (high invalid rate). Run list validation before launching.
IVR loops or hangs up unexpectedly. Trace the call via Admin → IVR → Trace Call. The Neural Voice Agent may be hitting fallback because the customer's intent didn't match configured branches. Add more branches or improve the system prompt.
Power Dialer skipping numbers. Check the disposition history — numbers marked do-not-call skip automatically. DNC list scrubbing also skips numbers on national DNC + your tenant-level lists. The campaign log shows the skip reason per number.
Recording transcription delayed. Whisper transcription queues to background processing. Default 60-second turn-around; check Admin → Connect → Transcription Queue → Status. Increase worker count if backlog is consistent.
Cyber-Physical Kiosk button not triggering. Check the Bridge device's GPIO/USB connection. Test from Admin → Bridge → Devices → Test Button. Common cause: pull-up resistor not configured or button debounce too short.
Frequently Asked Questions
The dialer checks calling hours (timezone-aware per recipient) before each dial. DNC lists scrub automatically before campaigns launch. TCPA compliance logs record every call attempt. `assignedAgents` restricts who can dial each list, ensuring trained agents handle compliance-sensitive campaigns.
Yes. Neural Voice Agent nodes support configurable system prompts and voice models. Branch to different AI agents based on language selection. Traditional say/gather nodes support language-specific TTS voices for any spoken language.
The AI Call Copilot scores conversation sentiment in real time from the live transcript. When it detects elevated frustration, the caller routes instantly to a de-escalation queue with trained agents.
Broadcast = one-time mass message ("Flash sale today!"). Sequence = multi-step drip with delays (Day 1 email, Day 3 SMS, Day 5 call). Sequences auto-unenroll on reply, preventing nuisance messages to engaged prospects.
Physical kiosk buttons trigger Bridge hardware events. Bridge establishes a WebRTC session that routes to an agent in the Omnichannel Inbox. The agent sees location metadata (address, zone, terminal ID) before answering.
Yes. Call recording captures RTP to object storage. Post-recording pipeline applies regex patterns to detect + redact credit card numbers, SSNs, etc. Whisper transcription respects the same redaction. Supervisor-review queue surfaces flagged calls.
Yes. WebRTC peer-to-peer with HD video + screen-share. Routed through the same omnichannel inbox as voice / SMS / chat. Supports group video for collaborative support sessions.
Every customer channel in one place — voice, SMS, MMS, WhatsApp, live chat, email, and social DMs (Twitter / LinkedIn / Facebook / Instagram) — plus the tooling to run them at scale: AI Call Copilot, Power Dialer, Visual IVR Builder with Neural Voice Agents, broadcast campaigns, supervisor whisper / barge / wallboard, per-channel SLA tracking, and cross-channel analytics. You can carrier-shop across four telephony providers (Twilio / Telnyx / Vonage / Plivo) on a per-route basis, and any channel you haven't configured fails honestly — it tells you it's off rather than silently dropping messages — so you always know exactly what's live.
Yes. WebRTC softphone runs in any modern browser — no desktop client required. Mobile app available for on-the-go agents. All session state lives in the platform; agents can switch devices mid-shift without losing context.
Production deployments handle thousands of concurrent calls. The underlying architecture scales horizontally, so routing decisions stay fast even as your agent population grows. SLA tracking surfaces queue health in real-time.