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Voice minutes are set by the agency’s plan.

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What it is for

The Call Center makes and receives voice calls over WhatsApp, right in the browser. Calls are logged, with recording, transcription and analysis when you turn those features on. Inside the module, the voice feature is called Voicer.

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Who can do it

It appears if the agency has enabled the Voice module for the organization. Without the module, the screen shows the module-not-enabled notice. Each role sees different parts:
  • Everyone sees Now, Callbacks, History and Reports.
  • Owner, Admin and Supervisor can enter Settings (the Supervisor only the Teams and breaks tab) and see the Live team layer.
  • Owner and Admin change numbers, routing, hours, recording and redial.

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Where to click

Open Call Center in the menu. At the top there are four tabs: The Numbers and Voicer button (in the Now tab) opens the Settings, where the numbers and rules are.

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Step by step

1

Confirm there is a number ready

See Voice numbers. Without a connected number, there is no way to call.
2

Call or answer

See Make and receive calls.
3

Record how it went

After the call, choose the outcome and, if needed, create a callback.
4

Follow the results

See Call history and quality.

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What happens next

Each call goes into History with date, duration, who answered and the outcome. Dates and times appear in the time zone of each user’s browser.

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Common errors

  • “No number connected to this account.” The dialer has nowhere to call from. Connect a number in Settings › Channels.
  • “Calls are not enabled for this number.” Voicer is not active on that number. See Voice numbers.
  • “Module not enabled.” Ask the agency to enable the Voice module.

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Next step