The agent on the call is the same one on WhatsApp and chat: same rules, same audit trail, same cost ceiling.
Every call is a supervised actor with a turn state machine: listening, thinking, speaking. Barge-in cancels the model mid-sentence, and hold and transfer are states.
Audio arrives over telephony or the browser and becomes a transcript, mandatory on every call.
The agent checks the rule and the authorized systems, under the same guardrails as every other channel.
The voice speaks while the model writes: synthesis streams out without waiting for the full answer.
When the customer interrupts, barge-in cancels the speech and the cancellable work of the turn. What was already confirmed keeps its state.
Holding and transferring are states of the call, not exceptions, and they stay in the trail like any other step.
In a framework, voice is another project. In a managed platform, another product. In Tessera, the call inherits the rules, guardrails, trail and cost of the same agent.
WhatsApp, voice, API and queue come in through the same edge, with identity, tenant, and PII and policy filters before the first step.
Cascade (speech, text, agent, text, speech) and native speech-to-speech under a single dialogue driver, with a mandatory transcript. The engine can be swapped mid-call.
The supervisor follows the call live from the supervisor console.
The supervisor coaches the agent during the call without taking the conversation away from it.
A warm or cold handoff carries the redacted transcript and the collected data; the disposition goes back to the CRM.
Recording consent, brand voice and tone are policies woven into the agent by scope: versioned, enforced and audited like every other rule.
The decision on the call comes from a rules engine, versioned and explained, not from the prompt.
Who asked, which rule, who approved and why, hash-chained and reproducible.
Every step of the call feeds the trace, the cost ledger and the trail of the same agent.
Dialogue drivers, call runtime, transcription and synthesis ports, WebRTC, telephony media streaming and the supervisor console are already delivered. Telephony and WhatsApp are configured per deployment, in the institution’s own cloud.
Journeys change from one industry to the next, from banking to telecom, insurance, utilities and healthcare. The kernel and the governance of the call do not.