Configure voice calls
Enable browser voice, choose a realtime provider and language, set privacy controls, and review calls.
Voice Calls lets customers talk to a public agent on supported web surfaces. Configure these settings with care. Calls use credits, and the system can record them.
Enable voice
- Open an agent. Then select Channels → Voice Calls.
- In Configuration, choose a realtime voice provider, voice, language, and maximum call duration.
- Save your changes. Enable voice. Then place a test call from the public experience.
Supported pinned languages are English, Spanish, French, German, Portuguese, and Japanese. You can set the maximum call duration from 1 minute to 60 minutes. An organization can have up to 25 active calls at the same time.
Configure recording and privacy
Open Recording & Privacy. Decide whether to record calls.
If you enable recording, configure the disclosure that customers see. Then make sure that it matches the consent requirements that apply to you.
Review a call
Use Call history to review completed calls. Audio and transcripts are protected resources. Share them only with authorized workspace members.
Troubleshoot
- Call button missing: Make sure that the agent is public. Make sure that voice is enabled for that surface.
- Call ends immediately: Make sure that credits are available. Make sure that the provider configuration is correct.
- Microphone unavailable: Grant microphone permission in the browser. Then retry the call from a secure HTTPS page.
- Another call is already active: Before you start a new call, end or replace the existing session.
Voice calls use the same workspace balance as other usage. For details, see Billing and credits.