Voice Integration (Twilio / Vapi)

Voice remains one of the most critical and high-impact communication channels for commerce operations, particularly for complex support cases, high-value customers, and operational escalations. The Voice Integration module embeds voice communication directly into the Stack Porter Brand Communication OS, transforming voice from a disconnected channel into a fully integrated operational capability.
At its core, the module integrates with leading voice platforms such as Twilio and Vapi, enabling inbound and outbound voice interactions to be managed from the same unified communication layer as chat, email, and tickets. Calls are automatically linked to customer profiles, order data, and conversation history, ensuring agents have full context before and during every interaction.
Voice workflows are intelligence-driven. Calls can be routed automatically based on issue type, customer value, region, language, or urgency. This ensures customers reach the right team quickly, reducing call transfers, wait times, and frustration. For outbound communication, voice interactions can be triggered automatically for critical events such as delivery issues, payment failures, or escalations.
The module supports AI-assisted voice capabilities, including call transcription, summarization, and intent detection. Conversations are converted into structured data that feeds into the intelligence layer, enabling analysis of recurring issues, sentiment trends, and operational gaps. This turns voice interactions into actionable insights rather than isolated conversations.
Integration with ticketing and workflow systems ensures that voice interactions create or update tickets automatically, eliminating manual follow-ups. Call outcomes, notes, and actions are recorded consistently across the platform, maintaining a complete audit trail.
From a business perspective, Voice Integration improves resolution speed for complex issues, enhances customer trust, and reduces operational friction between voice and digital support teams. Voice becomes a coordinated part of the brand experience rather than a standalone channel.
This module transforms voice communication into an intelligent, data-connected component of the commerce operating system.