---
title: Inbound and outbound engagement
description: Understand how agents, numbers, campaigns, and WhatsApp differ by direction.
---

## Inbound voice

An inbound call reaches a VaniAgent number and is routed to its assigned active agent. Use it for enquiries, support, qualification, and after-hours intake.

## Outbound voice

A direct call or campaign initiates contact using an agent and an owned outbound number. Campaigns add audience management, retries, schedules, call windows, concurrency, number rotation, and follow-up automation.

## WhatsApp

WhatsApp AI manages continuing two-way inbox conversations. Campaign WhatsApp follow-up is a separate outbound template action after a call outcome.

| Need | Use |
| --- | --- |
| Receive customer calls | Inbound number + active agent |
| Call one lead now | Direct call |
| Work through a list | Campaign |
| Continuously call new leads | Contact-stream campaign |
| Manage message threads | WhatsApp AI inbox |