Telephony Integration

Overview#

Paladin AI's telephony integration system provides a unified interface for connecting with various telephony providers. The same configuration powers both outbound calls (initiated from Paladin) and inbound calls (received on a phone number you own).

Supported Providers#

Configuration#

All telephony providers are configured from a single page in Paladin:

1. Navigate to /telephony-configurations and click Add configuration
2. Select your provider
3. Enter your credentials and save
4. Open the new configuration and add at least one phone number
5. (Optional) Assign an Inbound workflow to a phone number to enable inbound calling

A single org can hold multiple configurations (for example, separate Twilio sub-accounts) and multiple phone numbers per configuration. Mark one configuration as the default outbound to use it for test calls and campaigns by default.

Common Features#

The telephony integration in Paladin AI supports:

• Outbound Calls: Initiate calls to any phone number from a workflow or campaign
• Inbound Calls: Route incoming calls to the right voice agent — see the Inbound Calling guide
• Call Transfer: Transfer an in-progress call to a human or another number (provider-dependent)
• Call Status Tracking: Monitor call lifecycle events (initiated, ringing, answered, completed, failed)
• WebSocket Audio Streaming: Real-time, bidirectional audio between caller and agent
• Webhook Signature Verification: Inbound webhooks are verified against the matched configuration's credentials

Inbound Calling#

Inbound calls use a single org-wide webhook URL:

https://app.paladin.northmanngrp.com/api/v1/telephony/inbound/run

Paladin resolves the org from the webhook's account credentials and the agent from the called number's Inbound workflow assignment. See Inbound Calling for the full setup.

Troubleshooting#

Next Steps#

• Set up your first telephony provider
• Configure inbound calling