What is the Phone (VoIP) channel?

With Agent Inbox you can integrate with external “Phone” (VoIP) providers and have all external VoIP conversations be registered like any other conversations within the Agent inbox. As the conversations for the VoIP provider will become available within the Agent Inbox just like conversations from any other channel, we label they with the channel Phone (VoIP). As a result, the integration improves the agent experience and enriches the helpdesk system with phone calls to create a more complete view of the customer and enhance reporting data.