How to Place an Outbound PSTN Call on DoubleTick
PreviousHow to Edit Your PSTN Channel and Manage Agent AccessNextGetting Started with RCS on DoubleTick
Last updated
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, and what happens once it connects.
Make sure you know which WhatsApp channel your PSTN number is linked to
Go to Chats
Click New Chat and enter the phone number of the customer you'd like to call
Select the linked WhatsApp channel from the channel dropdown
Once the conversation is created, click the call icon
Select PSTN Phone Call
Choose the PSTN number you want to use for this call
Choose your call type:
Manual Call, a human agent speaks to the customer directly
AI Call, your AI Agent handles the conversation automatically
Click the green Call on Phone button to start the call
The call flow works in two steps. First, the assigned agent, human or AI, receives a phone call on their registered number. As soon as they answer, DoubleTick automatically places the outbound call to the customer's number. Once the customer picks up, the conversation begins.
After the call ends, DoubleTick automatically captures the call recording, an AI-generated transcript, and a call summary, all available directly inside the conversation. This makes it easy to review calls, monitor quality, and keep a complete record of every conversation.
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.
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.
Last updated