AI Integration Access and Messaging

Connect an AI assistant to read Waveline information and perform the actions you authorize. Its access follows the signed-in employee’s current role, inbox membership, contact visibility, and the permissions granted to the connection.

Connect an assistant

Use the connection instructions for Waveline for ChatGPT or Waveline for Claude, then return here to review access.

Your assistant account and organization must permit the connection. If the selected listing is unavailable, follow the provider page’s help guidance.

Review permissions

Check the Waveline account shown on the consent page. Read-only access is selected by default; clear read permissions you do not need.

Optional permissions allow contact changes, including creating and updating contacts and adding notes, and message sending. Other separately selected permissions include:

Manage inbox settings: Supported hours, recording, disclosures, primary-number, ring-order, call-flow, default-inbox, and availability changes. Keep Read inboxes selected too. Your Waveline role still determines which settings you can change; granting this permission does not turn a Viewer or Member into an inbox Manager.
Save unsent reply suggestions: Private suggestions for you to review and edit in eligible direct SMS conversations. Keep Read messages and Read inboxes selected. This does not grant sending permission.
Allow background monitoring: Supported event subscriptions you ask the assistant to use. Enabling the permission alone does not start monitoring.

The AI connection does not use a separate Workspace/One inbox chooser. Changes to your role or inbox memberships change its access. Messages sent through it appear under your name.

The six read permissions an AI connection can request: Read contacts, Read call history, Read messages, Read inboxes, Read phone numbers, and Read call analytics.

Four optional AI actions: change contacts, send messages, manage inbox settings, and save unsent reply suggestions. Each requires the matching read permissions and your current Waveline access. — Contact changes and message sending share one consent option. Inbox settings and saved reply suggestions are selected separately. Your Waveline role still limits every action.

How your inbox role affects the assistant

The assistant can read inbox activity you are permitted to view, including inboxes where you are a Viewer, when you grant the matching read permission. Reading an inbox does not grant permission to send from it or change its settings.

To send messages or save reply suggestions, you need to be a working participant in the sending inbox. Viewer access alone is not enough, and organization management access does not automatically make you a participant. For shared-inbox settings, a workspace Member needs the Manager inbox role; some actions, such as changing the primary phone number, require an Owner or Admin.

See Inbox roles for the role differences and Manage Waveline with an AI Assistant for configuration changes.

What the assistant can do

Depending on its permissions, an assistant can find visible contacts, read accessible calls and conversations, use existing transcripts/summaries, update supported contact or inbox settings, prepare/publish call-flow changes, generate supported prompt audio, save reply suggestions, and send authorized messages.

Accessible internal activity is included; it is not universally excluded. Internal messaging supports eligible internal recipients and threads. External group texting remains unsupported by these tools.

Call details are limited to the inboxes you can access, and recordings follow your inbox access in Waveline.

The connection does not place calls, generate new call transcripts, or upload arbitrary message files. A transcript or summary must already exist in Waveline before it can be read.

See Manage Waveline with an AI Assistant and Use a saved AI reply suggestion.

Authorize messages and understand charges

Authorize the exact sending inbox, recipient or internal recipients, and message text before a send. Granting connection permission does not by itself authorize every message.

You accept the message fee when authorizing the connection; you do not need to approve it again for each send. Each external recipient send accepted by Waveline through the integration costs US$0.01 before tax, added to the workspace subscription invoice. Normal messaging charges may also apply.

Reading records, saving reply suggestions, and sending internal-only messages do not incur that external integration sending fee. Acceptance does not confirm delivery. If a request times out, ask the assistant to check the original send before trying again so you do not send or pay twice.

Disconnect or change permissions

Open Settings → Integrations, open the connection, and select Delete integration to revoke future access. Authorize a new connection when you need a different permission selection. Remove it in the assistant’s settings as well if you want it removed from that interface.

Revocation does not recall accepted messages, undo completed edits, or erase information already returned to the assistant. Manage retained assistant conversations under that provider’s settings.

Data and help

Depending on your request and permissions, returned information can include contact details and notes, call participants and history, message content, saved transcripts and summaries, and authorized attachment or recording links. The assistant provider processes that information under its terms and your account settings.

Read Waveline’s Privacy Policy and Terms. For help, contact Waveline support with the provider and displayed error. Do not send passwords, verification codes, or tokens.

These permissions describe the AI connection. REST API keys have their own documented scope rules; see API Access.

Troubleshooting

Allow access is unavailable

Keep at least one read permission selected. If you allowed message sending, select the authorization for the US$0.01 message sending fee. If Waveline says the authorization request expired, start connecting again from the assistant.

The assistant says it is missing a permission

An existing connection does not gain new permissions automatically. Authorize a new connection and select the permission it needs, such as Manage inbox settings, Save unsent reply suggestions, or Allow background monitoring. Your Waveline role and inbox memberships still limit what it can do.

A message send is rejected

Confirm that the connection has message-sending permission and that you are a working participant in the sending inbox: a Member or Manager, rather than a Viewer. This applies to Owners and Admins too. See Inbox roles.

For an external text, the workspace needs a billed subscription that permits integration sending, and the selected inbox needs an active, registered sending number. The recipient must not be blocked or opted out.

For an internal message, use active Waveline teammates or shared inboxes, or an existing internal conversation. A registered sending phone number is not required, and the external integration sending fee does not apply. These tools reject mixed or external conversations when sending an internal message, and do not support external group texting.

I am not sure whether a message was sent

Do not ask for a new send. Ask the assistant to check or retry the original operation unchanged; a retry of the same operation sends and charges only once. You can also check the conversation in Waveline.

I want to review integration message charges

Owners and Admins can open the connection under Settings → Integrations. Message usage shows Accepted sends, Fees, and Awaiting billing for the current month (UTC).

The assistant cannot find a contact, call, or conversation

The assistant sees only what your Waveline account can see. Being an Owner or Admin does not by itself reveal another person’s restricted contacts. A contact the assistant creates belongs to you and stays in your personal audience until you share it.