When the next step needs an answer, place the call.
Voice is a step in the journey, not a separate system with its own scheduling and its own report.
What it's for.
The moments where a customer must respond and a text isn't enough: confirming a transaction, verifying a change, a collections conversation, an appointment that needs a yes.
Compose the call like any other message.
Text-to-speech, or upload recorded audio, in the voice tab of the same template that carries the SMS and WhatsApp variants. The same journey step can call one customer and message another.
A branch for every key.
A journey waits for the keypad answer and gives each key its own path: 1 to confirm, 2 to speak to someone, star to repeat, each with a label and a short window measured in seconds or minutes, because the caller is on the line. A no-answer path catches silence, which on a voice call is the most common outcome of all.
Escalate when no one picks up.
If the call isn't answered, the journey moves to the next channel on the carrier's signal: WhatsApp, then SMS, with each attempt recorded against the same message.
Running in production.
Multi-channel verification with keypad capture, built by configuration in the journey builder.
What comes back.
The call outcome and the keypad response, as events, alongside the messages that followed.
A dialler or IVR platform that runs beside your messaging with its own list, its own schedule and its own report.