Skip to main content
When Front receives call records from a connected voice channel, OpenCX processes the conversation text — the transcribed or summarized content Front creates from the call. The AI responds to this content the same way it handles any other channel: it reads the message, generates a reply, and hands off when it can’t resolve.
OpenCX processes the text content of call records in Front, not live audio. The voice interaction itself is handled by your phone provider and Front’s voice integration. OpenCX steps in after the call content is available as a conversation in Front.

​
Pre-requisites

Connect your Front workspace first. The AI has nothing to respond to until the webhook is active — start with Connect Front and come back here.
  • Front connected and webhook active — see Connect Front.
  • Voice/phone channel configured in Front — your Front workspace must have a phone channel that creates conversation records from calls.

​
How conversations land in Front

​
Setting up

1

Confirm call records route to Front

Make a test call to the phone number your Front workspace is connected to. A conversation should appear in your Front inbox with the call content.
2

Confirm the AI processes the conversation

If the conversation is assigned to the AI teammate (or is unassigned with that option enabled), the AI should generate a response based on the call content.
3

Trigger a test handoff

Create a call conversation where the content requests human help. The AI should hand off — you’ll see an internal handoff comment and the conversation unassigned.
4

Verify the rep picks up

Pick up the handed-off conversation in your Front inbox. The full context should be visible in the thread for review.

​
What the rep sees

  • The conversation appears in their Front inbox with the call content.
  • An internal handoff comment with summary and sentiment.
  • The OpenCX session in Inbox shows the full AI reasoning and any tool calls made during processing.

​
Channel-specific details

OpenCX processes the text body of the Front conversation created from the call. This is typically a transcription, voicemail summary, or call notes — whatever your phone provider and Front’s voice integration produce. The AI does not interact with live audio through Front.
Front labels call messages with the call type. OpenCX maps this to the voice channel type internally, so sessions created from call records show as phone conversations in your OpenCX reporting.

Email channel

Email conversation specifics.

Connect Front

API token, webhook, and teammate selection.

Front overview

What else the Front integration covers.

Troubleshooting

AI not replying, webhook errors, handoff not firing.