Sometimes, the easiest way to get something done is to talk it through.
You might have a complicated question, a plan to work through, or an idea that’s easier to explain out loud. A quick conversation can save a long exchange of messages.
Linq now supports inbound and outbound calling on the same mobile number your agent uses for messaging. Users can dial the number they already text to speak to their agent, and the agent can place calls from that same number.
When it’s easier to talk
Messaging works well when you want to send a quick request or return to a conversation later. A call is useful when you need to work something out as you go.
You can explain the situation in your own words, ask follow-up questions, and correct a misunderstanding on the spot. Tone and emphasis help convey what you mean. You don’t have to figure out exactly what to ask before the conversation starts.
Think about talking through your priorities for the day, weighing options for a trip, or explaining a complicated support question. The agent can ask for the details it needs as you go, instead of leaving you to write everything out in one message.
A phone call is also familiar. People already pick up the phone to ask for help or talk through a decision. Calling gives them a way to do the same with their agent.
Keeping HD voice intact
A phone call carries audio in a format called a codec, which determines how much voice detail survives the connection. Traditional calls using G.711 typically carry speech from about 300 Hz to 3.4 kHz. Mobile HD voice using AMR-WB extends that range to about 7 kHz, preserving more of the sound.
The catch is compatibility. Voice platforms support different codecs, and some don’t accept AMR-WB. If the mobile network and the agent’s platform can’t agree on an HD format, the call can fall back to narrowband G.711. The caller starts with HD audio, but the agent receives less detail.
We tested the codecs our partners’ platforms accept and worked with our carrier to preserve HD audio across those connections. For platforms that support Opus but not AMR-WB, the carrier converts incoming AMR-WB audio to Opus and converts the agent’s response back for the caller.
On these conversion routes, audio is processed in 20-millisecond frames, 50 per second in each direction. The audio is encrypted between the carrier and the agent’s platform.
Codec selection is configured per route, with HD audio passed through where supported and converted where needed. Developers get more choice of voice platforms while preserving the detail in an incoming HD call.
Call and text from one number
Linq uses real mobile numbers, the same kind of line you’d get from a mobile carrier. Your agent’s messaging and voice conversations can all use one number, giving users one contact to save.
Users call from their regular phone dialer. They don’t need a separate app or a different number for voice.
Your agent can also place outbound calls from that number, with calls signed by the carrier. When a user saves the agent as a contact, incoming calls can display that saved name, making it easier to recognize who’s calling.
Developers can also build experiences that use both channels. At a user’s request, a travel assistant could call to help compare options, then send the itinerary and booking links in a message. The user gets a conversation when they need one and the details in writing afterward.
To build that experience, developers connect voice and messaging to their agent’s tools and context. That lets each interaction carry on in whichever channel is most useful.
Built for your voice stack
Inbound and outbound calls use one SIP connection to your endpoint or AI voice platform, without an intermediary voice platform in the audio path. The connection uses TLS for SIP signaling and SRTP for audio. Keeping the path direct avoids extra processing hops that can add delay to a conversation.
Linq handles the carrier relationship, carrier approval, and number routing. You connect a voice stack that accepts SIP over TLS and focus on what your agent can do for the user.
Calling is available to Linq customers on Pro and Enterprise plans. Explore the calling setup guide to get started.
