You built the agent. Now its calls can live with everything else
Plenty of teams already run a voice agent on ElevenLabs and like how it sounds. The problem starts after the calls. Those conversations live in a separate workspace, away from the WhatsApp chats, the contact history and the call records your team reviews in HellouOne, so nobody gets the full picture of a customer. HellouOne's bring-your-own ElevenLabs integration (HEL-504, HEL-505, HEL-506 and HEL-507), live under the voice_integrations flag, closes that gap. You keep your ElevenLabs agent, and its calls, recordings and caller context show up inside HellouOne, next to everything else.
Connecting takes a key, a region and a test
The integration has its own page in Settings, then Integrations, then ElevenLabs. You connect your ElevenLabs workspace with an API key and a region. The key is write-only: you can replace it, and change the region, but the stored key is not displayed back, which is how a credential should behave in a shared admin panel. A test confirms the connection works before you rely on it, and disconnecting is always available from the same page. There is no migration and no rebuild of your agent. The workspace you already run is the workspace you connect.
Your agents, mapped to your inboxes and teams
Once connected, the integration syncs the agents from your ElevenLabs workspace and lets you map them to inboxes and teams in HellouOne. That mapping is what turns a pile of external calls into organized work. Calls handled by your sales agent can land with the sales team, support calls with support, and each conversation arrives where the right people will actually see it. For call delivery you choose how calls reach HellouOne: HellouOne can register its own webhook on your workspace, you can set the webhook up manually, or you can use pull mode. Different teams have different constraints on their ElevenLabs setup, so the integration offers the three routes instead of forcing one.
Imported calls are finally visible
This is the fix at the heart of the release. Calls from your ElevenLabs workspace now appear in HellouOne Calls and in contact memory, with your workspace agent's name on the row. Before this, imported calls were hidden, because the list of visible call providers never included the external agent provider. Invisible calls might as well not exist: they cannot be reviewed, searched, coached on or connected to a contact's story. Now a supervisor reviewing the day can see the ElevenLabs calls in the same list as every other call, and a contact's memory includes what was said on those calls, not just what happened in chat.
Recordings, if you want them, off by default
An optional "store audio" setting controls recordings. It is off by default. When you turn it on, HellouOne fetches each call's recording, up to 25 MB, and the audio plays right on the call row and on the voice-call bubble in the conversation. History from before you turned the setting on is never fetched, so enabling it is not a retroactive sweep of your old calls. That default matters. Some teams need recordings for quality and training, others work in sectors where storing audio needs a policy decision first. The integration respects either answer.
Your external agent can ask who is calling
The integration also gives your ElevenLabs agent a way to know its caller. Through a get_contact_context tool, the agent can look up who is calling, using a signed reference sent in an X-Hellou-Call header or in the request body. Contact context is opt-in, and it comes with a spoofing warning that the docs state plainly: a token holder can look up any number, so you should rotate the tool token if it ever leaks, and rotation is built in. That honesty is part of the feature. Caller context makes an external agent dramatically more useful, because it can greet a known customer and pull up their story, and it deserves a clear warning label instead of fine print.
Why it matters
Bringing your own agent should not mean splitting your operation in two. With this integration, the ElevenLabs agent you already tuned keeps taking calls, while HellouOne becomes the place where those calls are seen, heard, mapped to teams and remembered per contact. If your team runs ElevenLabs today and reviews customers in HellouOne, connect the workspace in Settings, map your agents, and watch the next call arrive where it belongs.
