Voice calls
| Item | Details |
|—|—|
| Who it is for | Agents answer; administrators configure the channel |
| Menu location | Left sidebar Calls (only when enabled); channel under Settings → Inboxes |
| Plan dependency | Requires Voice. Minutes count toward calling_minutes |
Use this to view call history and handle voice-channel inbound from the workspace. The provider (for example Twilio Voice, WhatsApp Calling) depends on the inbox type you created.
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1. Call list
Open Calls and filter by status, for example:
– In progress, inbound, outbound, missed, ended
Opening a row shows time, duration, and linked contact / conversation (if created). Jump from there to the conversation workspace to follow up in text.
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2. How administrators connect it
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Confirm the plan includes Voice.
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Settings → Inboxes → Add, choose Voice or WhatsApp Calling (upgrade wall means upgrade first).
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Follow the wizard for provider credentials and callback URLs.
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Add on-duty agents to the inbox and ensure browser microphone permission.
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Place a test call; confirm a list row appears and the conversation can be followed up.
Minute quota is in Billing and usage. When exhausted, outbound or inbound may be blocked (follow system prompts).
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3. Notes for agents
– Use a modern browser such as Chrome / Edge; allow the microphone.
– Headphones reduce echo.
– Mute during a call is microphone mute — not the conversation “mute and block contact” action.
– For a written record, add a private note on the linked conversation. If Captain speech-to-text is on, check the transcript afterwards.
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4. Frequently asked questions
No Calls menu? Feature off or your role lacks permission.
Channel exists but list is empty? Callback URL not pointing at Chatips, number not routed to that inbox, or tests still hitting an old system.
Customer hears busy tone? No online agents, capacity full, or provider error. Check whether the inbox needs re-authorisation.
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