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Audio Calls

Audio calls give your visitors a quick way to speak with your team without turning on a camera. The experience is simple and focused — just voice, with a clean interface.

Starting an Audio Call​

A visitor starts an audio call by clicking the Audio button on the widget. Their browser asks for microphone permission, and once granted, the call connects.

Call Interface​

During an active audio call, the visitor sees:

  • Agent avatar — a profile photo or icon representing the agent they are speaking with
  • Agent name — displayed below the avatar
  • Call status — shows whether the call is ringing, connected, or on hold
  • Call duration timer — a running clock showing how long the call has been active

Since there is no video, the interface is clean and focused on the conversation.

Call Controls​

The visitor has access to these controls during the call:

ControlWhat It Does
Mute MicrophoneTurns the visitor's microphone on or off
SettingsOpens the audio settings panel for device selection and volume
DialpadOpens a numeric keypad for phone menu navigation
End CallDisconnects the call

Phone Forwarding Mode​

In some configurations, your audio calls may connect to a phone number instead of a browser-based call. When phone forwarding is active, the visitor's experience changes slightly:

  1. The visitor is prompted to enter their phone number
  2. They receive a call on their phone and are connected to your agent
  3. A dialpad is available in the widget for navigating phone menus (press 1 for sales, press 2 for support, and so on)

The dialpad sends touch-tone signals, so visitors can interact with automated phone systems just as they would on a regular phone call.

note

Phone forwarding is configured by the business owner. If your business uses this feature, visitors will see the phone number entry screen automatically when they start an audio call.

Audio Settings​

During the call, the visitor can tap the Settings button to adjust:

  • Microphone — select which audio input device to use
  • Speaker — select which audio output device to use
  • Volume — adjust the playback volume

For full details, see Audio and Video Settings.

Call Duration​

The call duration timer starts as soon as the call connects and runs continuously until the call ends. It is displayed prominently so the visitor always knows how long they have been on the call.

tip

Audio calls are a great low-commitment option for visitors who want to talk but do not want to be on camera. They use less bandwidth and work well on slower connections.