Call architecture
The customer calls on WhatsApp. RedLine recognizes the number and decides how to route.
Overall flow
Any company can connect to RedLine. Each company has its own WhatsApp number, contact base, and routing rules.
Customer │ │ WhatsApp call ▼ RedLine │ ├─ Recognizes number (CRM / contacts) │ ├─ Decision │ ├─ Direct connect → right person / dept (SIP or phone) │ ├─ AI conversation → collect info → transfer if needed │ └─ Department → customer picks a department │ └─ Asterisk (voice / SIP)
How a call works
- 1
The customer calls the company’s WhatsApp number.
- 2
RedLine recognizes the caller’s number — known contact, VIP, tags?
- 3
AI decides: connect directly to the right person/department, or collect information first and transfer later.
- 4
The customer can also choose a department — the call is routed there (SIP softphone or phone number).
Possible outcomes
- Direct connect — A known customer is connected immediately to the right agent or team.
- Collect then transfer — AI talks, gathers intent, then transfers to a human or department when needed.
- Department choice — The customer picks sales, support, emergency, etc. — RedLine routes to that target.