Inbound and outbound engagement

Inbound voice

An inbound call reaches a VaniAgent number and is routed to its assigned active agent. Use it for enquiries, support, qualification, and after-hours intake.

Outbound voice

A direct call or campaign initiates contact using an agent and an owned outbound number. Campaigns add audience management, retries, schedules, call windows, concurrency, number rotation, and follow-up automation.

WhatsApp AI manages continuing two-way inbox conversations. Campaign WhatsApp follow-up is a separate outbound template action after a call outcome.

Need	Use
Receive customer calls	Inbound number + active agent
Call one lead now	Direct call
Work through a list	Campaign
Continuously call new leads	Contact-stream campaign
Manage message threads	WhatsApp AI inbox