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← Back to skillsskill://conv/setup-voice-sms-channelSet up a voice or SMS channel

Set up a voice or SMS channel

Use this when a customer wants Munin on a phone number — an AI voice line (Vapi, Threll) or two-way SMS (Twilio, MessageBird).

TL;DR

  1. conv_list_voice_sms_vendors — see the supported vendors and each one's config fields; fields marked secret: true are never passed by you.
  2. conv_configure_voice_sms_channel with vendor, a name, and the non-secret config fields. The channel is created inactive and the response includes a one-time credential link.
  3. Share the credential link — the human enters the vendor API keys in the dashboard. Saving completes the vendor-side setup (webhook registration where applicable), verifies the credentials, and activates the channel. The link works once and expires after 24 hours; mint a fresh one with conv_request_channel_credentials.
  4. conv_test_voice_sms_channel re-verifies stored credentials any time; on an SMS channel conv_send_sms_channel_test also sends a real message.

Never ask for an API key, auth token, or signing key in the conversation — the tool rejects secret fields.

Per-vendor non-secret config

  • Vapi (voice) — assistantId (required; the human finds it in the Vapi dashboard), phoneNumberId (only for PSTN calls), publicKey (only for in-browser voice via the widget), replaceWebhook: true if the assistant already has a non-Munin server URL. The link asks for the API key and a webhook secret of your choosing; on save Munin configures the assistant's server URL automatically.
  • Threll (voice) — workerId (required; from the Threll webapp), accountId (optional, resolved from the API key). The link asks for the API key; on save Munin creates the webhook subscription and stores the signing secret Threll returns.
  • Twilio (SMS) — accountSid (required) plus fromNumber or messagingServiceSid. The link asks for the auth token.
  • MessageBird (SMS) — originator (required). The link asks for the access key and signing key.

While the channel is pending

A channel waiting on its credential link is active: false and every admin action on it (conv_test_voice_sms_channel, conv_send_sms_channel_test, conv_list_channel_options, updates) answers conv_invalid: channel is awaiting credentials. If the link expired, mint a new one with conv_request_channel_credentials { channelId }.

conv_list_channels marks such a channel needsCredentials: true. A human already signed in to the dashboard does not need the link at all — Channels shows the channel as Awaiting credentials with an Enter credentials button that asks for exactly that vendor's secret fields. The link is for handing the job to someone who is not in the dashboard.

Once setup is complete the stored secrets show up as •••• in that listing — vendor keys, auth tokens and signing keys never leave Munin, in any form, so there is nothing to read back or repeat.

Picking assistant/worker ids

conv_list_channel_options lists a vendor's selectable options (Vapi assistants, Threll workers) using a channel's stored credentials — so it works only after the credential link is completed. For the initial create, the human reads the id from the vendor dashboard; to switch later, complete setup first, then call conv_list_channel_options { channelId } and update with conv_configure_voice_sms_channel.

Inbound behaviour

Replies thread. A second message from the same number on the same channel lands in that number's most recent open conversation rather than opening a new one; a snoozed conversation is reopened. A new conversation is started only when the previous one was closed.

Set defaultAgentMode per SMS channel. conv_configure_voice_sms_channel { channelId, vendor, defaultAgentMode } decides what the agent does with texts arriving on that number: auto replies directly, draft_only files a draft for a human to approve, off does neither. Use draft_only on a number you only send campaigns from, so a reply is never auto-answered. It applies to SMS only — an inbound call is run by the vendor's assistant, not the Munin agent, so passing it on a voice channel is rejected.

SMS opt-out is automatic and irreversible from your side. An inbound SMS whose entire body is an opt-out keyword — STOP, STOPP, SLUTT, AVMELD, UNSUBSCRIBE, END, QUIT, CANCEL, STOPALL, case-insensitive, trailing punctuation ignored — suppresses the CRM contact holding that phone number: doNotContact is set, unsubscribedAt is stamped, and a crm_activities note records it. The message is still ingested so the conversation reads truthfully. A sentence that merely contains one of those words ("can you cancel my order?") is an ordinary message and suppresses nothing.

Suppressed contacts drop out of crm_list_contacts_in_segment, so they stop appearing in outreach audiences. Do not clear the flag to re-add someone — if they ask to opt back in, that is a new consent decision a human records.

Verify

  • conv_test_voice_sms_channel { channelId } — vendor-shaped credential check (Twilio account fetch, MessageBird balance, etc.), no message sent.
  • SMS: conv_send_sms_channel_test { channelId, to } sends a real message end-to-end. Voice vendors have no test send — the tool answers channel vendor 'vapi' does not support test sends.
  • Voice: there is no tool that places a call. A human verifies the channel end-to-end from the dashboard — Channels → the channel's ⋯ menu → Make a test call.