> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stchat.app/llms.txt
> Use this file to discover all available pages before exploring further.

# How to make and receive calls

> Call a customer, answer a call, use the Live coach, and record the outcome.

## What it's for

To call a customer over WhatsApp, answer when they call, and keep a record of how the conversation went.

## Who can do it

Anyone with access to the **Call Center** screen. To call from a number, the person must be allowed to use it: Owner, Admin, and Supervisor call from any number; the Operator calls only from the numbers where they were added as a member.

It appears if the agency has enabled the Voice module for the organization.

## Where to click

**Call Center › Now**. You can also call from the contact's chat and from the **Callbacks** tab.

## Step by step

### Make a call

**1. Allow the microphone**

The browser asks for permission the first time. Without it, no call can be made.

**2. Say who to call**

In **Who do you want to call?**, type a name, a number, or paste a phone number. If the number is new, always include the country code and the area code.

**3. Choose the line it goes out from**

In **Calls from**, choose the organization's number that will make the call.

**4. Click Call**

The **Keypad** button opens the keys to dial the number.

### Answer a call

When someone calls, **Incoming call** appears with the number (or "Unknown") and the organization's number it came in through. Use **Answer** or **Decline**. During the call you have **Mute** and **Hang up**.

To stop it from ringing in your tab, use **Pause receiving**. The number keeps ringing for the rest of the team.

### During the call

* **Hold** puts the customer on hold. They can't hear you and there is no music, so warn them first.
* **Transfer call** passes the call to another person, with a short message. If they decline or don't answer in time, the call stays with you.
* **Live coach** listens to the call and shows tips in categories such as **What the customer wants**, **Contact detail**, **Alert**, and **About what you said**. You turn the switch on and off for each call. It needs AI to be set up in **Settings › AI**.
* There is a field for notes. The note is saved in the call record.

### After the call

**How did the call go?** appears. Choose the outcome, check the summary and, if you want, create a **Callback**. You don't receive new calls while you record. If you prefer, use **Record later** and do it from **History**.

## What happens next

The call goes into **History**. The callback becomes a call task for the person you chose and appears on the **Callbacks** tab, in groups such as **OVERDUE**, **TODAY**, and **TOMORROW**.

## Common errors

* **"The browser blocked the microphone."** Allow the microphone for this site and call again.
* **"No microphone available."** The microphone is disconnected or in use by another program.
* **"There's already a call in progress."** Finish the current one before starting another.
* **"All channels are in use."** Wait for a call to end. If there is no call, see **Release channels** in [Voice numbers](https://docs.stchat.app/en/subcontas/numeros-de-voz.md).
* **"Call balance used up for this number."** Talk to your agency.
* **"Live coach credits ran out."** The call continues; only the Coach stops. Talk to your agency.
* **"This call was already answered on another account or inbox."** Someone else took the call.

## Next step

* [Voice numbers](https://docs.stchat.app/en/subcontas/numeros-de-voz.md)
* [Call history and quality](https://docs.stchat.app/en/subcontas/historico-e-qualidade-das-ligacoes.md)
* [List dialer and voice campaigns](https://docs.stchat.app/en/subcontas/discador-e-campanhas.md)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.