Today coview adds voice and video calls. An agent can call a visitor who is on your site, and a visitor can call your team from the chat. Both sides talk in the browser: no app to install, no meeting link to send.
Calling a visitor
Start a call from Live now or from the conversation. The visitor sees a card on the page they're on — “Linh is calling you” — and answers with Accept, With video or Decline. Calls start as voice; each person turns their own camera on.
The console tells you where the call is: Reaching their screen… until the visitor's page has shown the card, then Ringing on their screen….
When a visitor calls you
Visitors call from the chat. The call rings everyone online who may answer and can see the conversation — the assignee first, everyone else four seconds later. The first person to answer takes it.
If nobody answers within 45 seconds, the visitor is offered to leave a message instead. After a missed or declined call, they can call again a minute later.
During the call
- Mute, camera on or off, and end — on both sides.
- Agents can share their screen to walk through the steps while the visitor follows on theirs — or point and draw on the visitor's own page.
- The call follows the visitor as they move between pages of your site.
- A call can run for up to an hour.
Nothing recorded
Calls aren't recorded. The conversation keeps one line about each — “Video call · 4:12”, “Missed voice call”, “Voice call declined” — so the next person to open it knows what happened.
Minutes
Calls are counted in participant-minutes (see plans): each person on a call counts, so an agent and a visitor talking for ten minutes use twenty.
| Plan | Minutes a month |
|---|---|
| Free | — |
| Starter | 300 |
| Growth | 2,000 |
| Business | 5,000 |
| Enterprise | 20,000 |
A trial includes 60 minutes. When a workspace has used its minutes, the call buttons turn off until the next month, and the console says why.
Turning it on
Calls are on for every site of a workspace with minutes. In Settings › Calls you can turn them off for a site or make them voice-only, and roles decide who may make and answer calls.
When should a chat become a call? Our five-message rule is a good start. Start free — Starter includes 300 call minutes a month.
We build coview: session replay, co-browsing, chat and calls for support teams. Questions about a post? Ask us from the contact page.