Channels
Channels are the bridge between your AI agents and users. Callem Studio is multichannel: the same agents can handle voice (phone) and chat (web widget) conversations. Additional channels (e.g. WhatsApp, social networks) are on the roadmap.| Channel | Description |
|---|---|
| Voice | Phone calls via SIP/telephony; configured with phone numbers and routing (see below). |
| Chat | Text conversations from the web widget or the test chat in the agent configuration; no phone number required. |
Overview
For Voice, each channel typically represents a phone number or SIP endpoint linked to an agent. When a call arrives on that number, the assigned agent answers and begins the conversation. For Chat, the agent is exposed through the Callem Studio web interface (test chat) or an embeddable widget; the same agent configuration (workflow, tools, call analysis) powers both voice and chat.Voice Channel (Phone Numbers)
Assigning an Agent
Assign an agent
Choose the agent (single-prompt or workflow) that should handle calls on this number.
Supported Features
| Feature | Description |
|---|---|
| Inbound calls | Receive calls — the assigned agent answers automatically with the configured welcome message |
| Outbound calls | Place calls using this number as the caller ID (used by campaigns) |
SIP trunking and number porting are on the roadmap. Contact contact@callem.ai if you need custom telephony integration.
Multi-Number Setup
You can assign the same agent to multiple numbers, or different agents to different numbers:| Pattern | Example |
|---|---|
| Language routing | French number → French agent, English number → English agent |
| Department routing | Sales number → Sales agent, Support number → Support agent |
| Geographic routing | Regional numbers → location-specific agents |
| Overflow | Primary + backup number → same agent for high availability |
A/B Testing (Weighted Agent Routing)
You can assign multiple agents to a single phone number with traffic split percentages. This enables A/B testing of different agent configurations on real calls.Setting Up A/B Testing
Select agents
Choose a different agent for each variant (e.g. your current agent as control, a new prompt version as variant).
Set traffic weights
Use the slider or type a percentage for each variant. For example, 80% for the control and 20% for the new variant.
Pin a version (optional)
For each variant, use the version dropdown to pin a specific published version or leave it on “Draft”. This lets you test a frozen configuration against a new draft.
How Routing Works
When a call arrives on a number with multiple agents configured:- The Voice Gateway reads the weight of each agent variant
- A weighted random selection picks one agent for this call
- The selected agent handles the entire call as if it were the only agent assigned
Traffic Split Examples
| Configuration | Effect |
|---|---|
| Agent A: 50%, Agent B: 50% | Even split — each agent handles roughly half the calls |
| Agent A: 90%, Agent B: 10% | Conservative test — only 10% of calls go to the new variant |
| Agent A: 33%, Agent B: 33%, Agent C: 34% | Three-way test |
Visual Feedback
The configuration UI provides:- A colored weight bar showing the proportional split visually
- A legend with agent names and percentages
- A warning if the total weight does not equal 100%
The Save button is disabled until weights total exactly 100% and every variant has an agent selected. This prevents accidentally deploying an incomplete configuration.
Removing A/B Testing
To go back to single-agent mode, remove the extra variants by clicking the trash icon. The remaining agent is automatically set to 100%.Backward Compatibility
Numbers without A/B testing configured continue to work exactly as before — the single assigned agent handles all calls. No migration is needed.Chat Channel
The Chat channel lets users talk to your agent via text in a browser. No phone number is required.Where Chat Is Available
| Context | Description |
|---|---|
| Test chat (Callem Studio) | In Build > Agents, open an agent and use the Test Chat sidebar to run a conversation. Useful for development and QA. |
| Web widget | Embed the chat widget on your website or app; it connects to the same Voice Gateway chatbot service and uses the same agent (workflow, tools, knowledge base, call analysis). |
Same Agent, Same Features
The same agent configuration powers both voice and chat: system prompt, workflow, tools, knowledge base, end-call and transfer tools, and call analysis. At the end of a chat session, call analysis runs on the message history (if configured) and the result is stored on the chat record, so you can filter and analyze chat sessions in Monitor > Analytics and Monitor > Calls (Chats tab) the same way as voice calls.Configuration
Chat uses the Voice Gateway chatbot service. Ensure the agent’s workflow and model are correctly set; the dashboard frontend connects to the chatbot via the configured socket URL. No per-channel assignment is needed for chat — each agent is available for chat from the moment it is configured.Best Practices
Test before going live
Test before going live
Always call your configured number from a personal phone to verify the agent responds correctly before publishing the number publicly.
Monitor call quality after deployment
Monitor call quality after deployment
After deployment, check Monitor > Calls regularly for dropped calls, poor transcription, or unexpected agent behavior.
Use dedicated numbers per use case
Use dedicated numbers per use case
Separating sales from support at the phone number level makes analytics cleaner and allows you to assign specialized agents to each function.