Voice and video calls

Your team can call a visitor who is on your site, and visitors can call your team from the chat. Both sides talk in the browser, with nothing to install and no meeting link. Calls start as voice; each person turns their own camera on. Calls aren't recorded.

Call a visitor

1. Click the phone button on the visitor's row in Live now, or open the conversation's Video call tab and choose Voice call or Video call.
2. The visitor must be on your site at that moment. The call goes into the conversation you started it from, their open chat, or a new conversation assigned to you.
3. Your screen says Reaching their screen… until their page shows the call, then Ringing on their screen….
4. The visitor sees "… is calling you" with Accept, With video and Decline. You join when they accept.

How soon it rings: at once when the visitor's page holds a live connection (for example during a chat). Otherwise the page picks the call up when it next checks in: within 10 seconds while your team is online, or up to 30 seconds for a page that opened while nobody was. An unanswered call stops ringing after 45 seconds and is logged as missed.

Starting calls needs the Call customers (voice and video) permission.

When a visitor calls you

With calls on for the site, the chat widget shows a Call us button while someone who can answer is online and your workspace has call minutes left.

• The call rings everyone online with the Answer customers' calls permission who can see the conversation: the person it's assigned to first, everyone else 4 seconds later.
• Choose Answer or Decline. The first person to answer takes the call.
• 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 a call

• Both sides can mute, turn their camera on or off, and end the call.
• You can share your screen: click Share your screen, or start from the conversation's Screen share tab. The visitor sees it in their call window.
• To show the visitor something on their own page instead, use Show me and Take over during the call.
• The call follows the visitor as they move between pages of your site.
• A call can last up to an hour.
• The visitor needs to allow the microphone. Some in-app browsers can't take calls; the visitor is asked to open the page in Safari or Chrome.

When you're done, End call hangs up. In the inbox, End session ends the call and any co-browsing, then resolves the conversation.

Nothing recorded

Calls aren't recorded. The conversation keeps one line about each, such as "Video call · 4:12", "Missed voice call" or "Voice call declined", and the Video call tab lists earlier calls with who took them and how long they lasted.

Minutes

Calls are counted in participant-minutes: each person on a call counts, so an agent and a visitor talking for ten minutes use twenty.

Plan	Call minutes a month
Free	None
Trial	60
Starter	300
Growth	2,000
Business	5,000
Enterprise	20,000

When the month's minutes are used up, no new call can start until next month or until you change plan. A workspace can have up to 10 calls ringing or going on at once.

Settings

Settings › Calls shows this month's call minutes and, per site:

• Visitors can call you: the widget's Call button.
• Video: visitors may turn their camera on. Off, every call on that site is voice only; your team can still share their screen.

Owners and admins change these.