How to place an outbound PSTN call

Learn how to place outbound PSTN calls from DoubleTick’s Web and Android apps.

Once your PSTN channel is set up and your agents have the right access, you're ready to start making calls. A PSTN call is placed from within an existing WhatsApp conversation on DoubleTick, and it can be handled either by a human agent or by your AI Agent, depending on how you choose to route it. This guide walks you through placing an outbound call from both the Web app and the Android app, and what happens once it connects.

What's covered

How to place an outbound PSTN call (Web app)

Make sure you know which WhatsApp channel your PSTN number is linked to, then open or start a conversation with the customer on that channel and click the call icon. Under Mode of calling, you'll see two options — WhatsApp Call and PSTN Call. Select PSTN Call, then choose the PSTN number you want to call from. From here, both Manual and AI PSTN calls are supported.

Place a Manual PSTN call

Go to Chats and open the conversation on the WhatsApp channel linked to your PSTN number, or click New Chat and enter the customer's phone number to start one.
Click the call icon.
Under Mode of calling, select PSTN Call.
Select the PSTN number you want to use for this call.
Under Call type, select Manual.
Click the green Call on Phone button to start the call.

Place an PSTN AI voice call

Go to Chats and open the conversation on the WhatsApp channel linked to your PSTN number, or click New Chat and enter the customer's phone number to start one.
Click the call icon.
Under Mode of calling, select PSTN Call.
Select the PSTN number you want to use for this call.
Under Call type, select AI.
Click the AI Phone Call button to start the call.

Your AI Agent will place the PSTN call to the customer.

How to place an outbound PSTN call (Android app)

You can also place outbound PSTN calls directly from the DoubleTick Android app — both Manual and AI PSTN calls are supported.

Place a Manual PSTN call

Open the DoubleTick Android app and log in using your registered phone number and OTP.
Go to Chats.
Open an existing chat, or start a new one — to start a new chat, enter the customer's phone number and click Start Chat.
Open the chat and click the Call icon in the top-right corner.
Under Mode of calling, select PSTN phone call.
Select the PSTN number you want to use.
Under Call type, select Manual.
Click Call Now to place the call.

Place an PSTN AI call

Open the DoubleTick Android app and go to Chats.
Open the customer's chat, or start a new one using their phone number.
Click the Call icon in the top-right corner.
Under Mode of calling, select PSTN phone call.
Select the PSTN number you want to use.
Under Call type, select AI.
Select the AI Voice Agent you want to use from the dropdown.
Click Call Now.

The selected AI Voice Agent will place the PSTN call to the customer.

What happens once the call is placed

The call flow depends on whether you are placing a manual PSTN call or an AI call.

Manual PSTN call: When you place a manual PSTN call from the Web app or Android app, the agent who triggers the call first receives a call on their registered phone number. Once the agent answers, DoubleTick automatically places a second call to the customer's phone number. When the customer answers, both calls are connected, and the agent and customer can start the conversation. After the call ends, DoubleTick generates the call transcript and summary, provided the AI Suite add-on is purchased for your account.

AI call: When you place an AI call from the Web app or Android app, the AI agent directly places a call to the customer's phone number. Once the customer answers, the AI agent starts the conversation. After the call ends, DoubleTick generates the call transcript and summary, provided the AI Suite add-on is purchased for your account.

Key takeaways

You can place outbound PSTN calls from either the DoubleTick Web app or the Android app.
Both apps support Manual Call (a human agent) and AI Call (your AI Agent handles it automatically).
Calls can only be placed from a conversation on the WhatsApp channel linked to your PSTN number.
Once a call ends, the recording, transcript, and summary are captured automatically inside the conversation.

Frequently asked questions

What's the difference between Manual Call and AI Call?

Manual Call connects the customer to a human agent for a live conversation. AI Call lets your AI Agent handle the entire call automatically, without a human on the line.

Do I need a WhatsApp channel to use PSTN calling?

Yes. Calls can only be placed from conversations that started through the WhatsApp channel linked to your PSTN number.

Can I place PSTN calls from the Android app, or only from Web?

Both. You can place Manual and AI PSTN calls from the DoubleTick Web app as well as the Android app, using the same call icon and mode-of-calling options.

Where can I find the recording or transcript after a call?

Both are captured automatically and available directly inside the conversation once the call ends, along with an AI-generated summary.

Can I choose which AI Voice Agent handles an AI PSTN call?

Yes. When placing an AI Call, select the AI Voice Agent you want to use from the dropdown before starting the call.

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Last updated 1 month ago