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Incoming Calls

Sometimes your agents initiate calls to visitors rather than the other way around. When this happens, the visitor sees an incoming call screen inside the widget.

Incoming Call Screen​

When an agent calls a visitor, the widget displays a prominent incoming call notification:

  • Large agent avatar — the profile photo of the agent who is calling
  • Agent name — displayed clearly so the visitor knows who is reaching out
  • Call type indicator — shows whether it is a video call or audio call
  • Ringtone — an audible alert plays to get the visitor's attention
  • Accept button — a green button to answer the call
  • Decline button — a red button to reject the call

The incoming call screen is designed to be noticeable without being disruptive. It appears within the widget area and draws attention with the ringtone and visual animation.

Countdown Timer​

Each incoming call has a countdown timer that shows how long the visitor has to answer. If the visitor does not accept or decline before the timer runs out, the call is automatically dismissed.

This prevents the ringing from going on indefinitely and ensures the visitor is not bothered if they have stepped away from the page.

note

The countdown duration is set by the business owner. A typical duration is 30 seconds, but it may be shorter or longer depending on the configuration.

Accepting a Call​

When the visitor taps Accept, the call connects immediately:

  • For video calls, the video interface opens with both camera feeds (see Video Calls)
  • For audio calls, the audio interface opens with the agent's avatar and controls (see Audio Calls)

The visitor's browser may ask for camera and microphone permissions if they have not been granted previously.

Declining a Call​

When the visitor taps Decline, the incoming call screen is dismissed. But the interaction does not end there.

After declining, the visitor sees a missed call screen that includes:

  • A message indicating they missed a call from the agent
  • The agent's name and avatar
  • A "Recall" button — the visitor can tap this to call the agent back at any time

This gives the visitor the option to reconnect on their own terms without feeling pressured.

tip

The Recall button is a great safety net. Even if a visitor declines an incoming call because the timing was not right, they can easily call back when they are ready.

AI to Human Takeover​

In some cases, a visitor may be in a conversation with the AI agent when a human team member decides to take over with a live call. When this happens, the visitor sees a smooth transition:

  1. A transition screen appears, letting the visitor know a human agent is joining
  2. The incoming call notification displays the human agent's name and avatar
  3. The visitor can Accept or Decline just like any other incoming call
  4. If accepted, the call connects and the conversation continues with the human agent

This transition is designed to feel natural. The visitor understands that they are being connected to a real person who can provide more help.

warning

If the visitor has their browser tab in the background, they may not hear the ringtone. The incoming call will still appear when they return to the tab, but the countdown timer will have been running.