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 from supported web surfaces. Configure it deliberately: calls consume credits and may be recorded.
Enable voice
- Open an agent and select Channels → Voice Calls.
- In Configuration, choose a realtime voice provider, voice, language, and maximum call duration.
- Save, enable voice, and place a test call from the public experience.
Supported pinned languages are English, Spanish, French, German, Portuguese, and Japanese. The configured maximum is at least 1 minute and never more than 60 minutes. An organization can have up to 25 simultaneous active calls.
Configure recording and privacy
Open Recording & Privacy and decide whether to record calls. If recording is enabled, configure the disclosure customers see and confirm it matches the consent requirements that apply to you.
Review a call
Use Call history to inspect completed sessions. Audio and transcripts are protected resources; share them only with authorized workspace members.
Troubleshoot
- Call button missing: confirm the agent is public and voice is enabled for that surface.
- Call ends immediately: check available credits and the selected provider configuration.
- Microphone unavailable: grant browser microphone permission and retry from a secure HTTPS page.
- Another call is already active: end or supersede the existing session before starting a new one.
Voice usage draws from the same workspace balance described in Billing and credits.