Calls in Conversations
Transform your customer communications with Conversations' powerful Calls channel. This comprehensive calling solution combines traditional phone calls with modern WebRTC technology to deliver a flexible, feature-rich contact center experience.
What is Calls in Conversations?
Calls in Conversations is an integrated calling solution within the Conversations platform that enables your contact center to:
- Handle phone calls through traditional telephony and BYOC (Bring Your Own Carrier)
- Enable WebRTC calls for browser-based audio and video communication
- Support business calling through WhatsApp and Viber channels
- Manage call routing with intelligent queuing and agent assignment
- Provide omnichannel experience by combining calls with messaging
Getting started
To enable Calls in Conversations, contact Support or your dedicated account manager.
Key capabilities
Audio and video calls
- High-quality audio calls using WebRTC technology
- Video calling with screen sharing capabilities
- Browser-based calling with no installation required
- Support for traditional phone calls through voice numbers
Call management
- Intelligent call routing and queuing
- Automatic agent assignment based on availability
- Call recording and playback
- Call transfer to agent, queue, or external number
- Hold functionality with custom music and messages
- Callback management (automated and manual)
Business calling channels
- WhatsApp Business Calling: Initiate and receive calls through WhatsApp
- Viber Business Calling: Connect with customers via Viber calls
- Interactive call buttons within messaging conversations
Agent features
- Call links for instant customer connection
- Screen sharing during video calls
- Background blur and effects for video
- Dial pad for DTMF inputs (phone calls)
- Wrap-up time for post-call activities
- Call quality feedback
This documentation is organized to help you quickly find the information you need:
Call types comparison
| Feature | Phone calls | WebRTC calls |
|---|---|---|
| Audio | ✓ | ✓ |
| Video | N/A | ✓ |
| Screen share | N/A | ✓ |
| Dialpad DTMF | ✓ | N/A |
| Call recording | ✓ | ✓ |
| Transfer and hold | ✓ | ✓ |
| Routing and queues | ✓ | ✓ |
Related resources
- Conversations setup: General contact center configuration
- Agent guide: Complete agent documentation
- Voice and video: Voice numbers and WebRTC configuration
- Analytics: Call analytics and reporting