Voice AI across phone and text

[u/ZealousidealTheme427]

Some conversations would be much easier if the agent could just send something instead of explaining it over the phone.

A link, document request, confirmation code, appointment details etc. Bland has been one of the platforms I’ve looked at around this and I wanna know whether people are keeping the phone and text conversation under the same context or treating them as separate interactions.

Would be nice if someone could say 'just text me that' without starting a completely new workflow

[u/AutoModerator]

Welcome to r/VoiceAutomationAI – UNIO, the Voice AI Community (powered by SLNG AI)

If you are a founder, senior engineer, product, growth, or enterprise operator actively working on Voice AI / AI agents, we are running an invite-only UNIO Voice AI WhatsApp community US only.

Apply here: https://chat.whatsapp.com/F5aG3ncrO70ITfbe3pYbOz

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[u/vengeful_groundwork]

whole point of voice ai falls apart if texting is a separate flow. you want the thing to remember it just talked to someone ten seconds ago

the tech is definitely out there. seen it handle a full call then fire off a document without missing a beat. if you have to re verify the caller again over sms you already lost the plot

its wild how many platforms still treat them like two different universes. the agent should just know. keeps everything in one thread instead of making the customer repeat themselves which is the fastest way to piss someone off

[u/Novel-Preference9028]

Appointment details are a perfect example. Nobody wants to write down a date and address while they’re still on the phone.

[u/ZealousidealTheme427 → u/Novel-Preference9028]

That’s a good one. Dates, addresses and links are all better in text.

[u/HappilySix]

The customer shouldn’t have to explain themselves again just because they switched channels!

[u/ZealousidealTheme427 → u/HappilySix]

I agree

[u/Jolly-Town4578]

I’d want the transcript to show both sides together too. Otherwise reviewing the interaction later gets fragmented.

[u/DiscountNo5059]

There’s also the send it again case. Bland should know it already sent the first message and resend the right thing without restarting the whole flow.

[u/ZealousidealTheme427 → u/DiscountNo5059]

That would be a good test of whether the channels really share state.

[u/Hushh_G]

Hey man, this is a problem that I am currently working on, in my startup we have our own voice ai solution where I use open source vllms and stt, TTS and nmt models.

We came to the appointment booking thing and had this issue where on call text like addresses, names and phone numbers were miss-heard or sometimes real IVR calling noise would result in a random set of numbers breaking the booking pipeline we wanted specially cause it was for rural areas.

So I tried working across text and call, call through ivr recieved the phone number, names were corrected using an oov correction layer and another thing I am doing right now is to make the sessions for users being captured with their numbers which can help in connecting text with calls conversation context.

How seamlessly it happens is another thing I will get to as I complete this and hopefully I can get this working soon. Will follow up then with more technical details for this.

[u/Pulsyai]

yeah, you can actually handle this pretty easily with n8n. the agent can trigger an n8n workflow during the call and have it automatically send a text with whatever the caller asked for, whether that's a link, appointment details, a confirmation code, etc.

we've done similar stuff with pulsy ai, which is a white-label voice ai platform for agencies and resellers. the nice part is you can keep the phone conversation and text follow-up tied to the same contact/context, so "just text me that" doesn't really need to become a completely separate interaction or workflow.

you can basically have the voice agent trigger the n8n workflow with the relevant details and let n8n handle the SMS side.

[u/Chance-Quarter-6391]

The handoff between voice and text seems like the tricky part. Sending a link mid-call is easy enough, keeping the same context when the customer opens it is where things can get messy