# 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](mailto:support@infobip.com) 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](https://www.infobip.com/docs/conversations/calls-in-conversations/set-up-calls#automatic-agent-assignment-for-calls) based on availability
- [Call recording and playback](https://www.infobip.com/docs/conversations/calls-in-conversations/set-up-calls#recordings)
- [Call transfer](https://www.infobip.com/docs/conversations/calls-in-conversations/set-up-calls#call-transfer) to agent, queue, or external number
- [Hold functionality](https://www.infobip.com/docs/conversations/calls-in-conversations/set-up-calls#on-hold-messages) with custom music and messages
- [Callback management](https://www.infobip.com/docs/conversations/calls-in-conversations/set-up-calls#callback) (automated and manual)

### Business calling channels

- [WhatsApp Business Calling](https://www.infobip.com/docs/conversations/calls-in-conversations/whatsapp-business-calling): Initiate and receive calls through WhatsApp
- [Viber Business Calling](https://www.infobip.com/docs/conversations/calls-in-conversations/viber-business-calling): Connect with customers via Viber calls
- Interactive call buttons within messaging conversations

### Agent features

- [Call links](https://www.infobip.com/docs/conversations/calls-in-conversations/agent-guide-for-calls#generate-call-link) for instant customer connection
- [Screen sharing](https://www.infobip.com/docs/conversations/calls-in-conversations/agent-guide-for-calls#screen-sharing) during video calls
- [Background blur and effects](https://www.infobip.com/docs/conversations/calls-in-conversations/agent-guide-for-calls#background-options-for-video-calls) for video
- [Dial pad](https://www.infobip.com/docs/conversations/calls-in-conversations/agent-guide-for-calls#dial-pad) for DTMF inputs (phone calls)
- [Wrap-up time](https://www.infobip.com/docs/conversations/calls-in-conversations/agent-guide-for-calls#call-wrap-up-window) for post-call activities
- Call quality feedback

This documentation is organized to help you quickly find the information you need:

Get started with calls  
Learn the prerequisites, technical requirements, and initial setup steps to begin using Calls in your contact center.

Set up calls  
Configure your call center with detailed guides on call links, recording, routing, callbacks, and more.

Agent guide for calls  
Practical instructions for agents on making and receiving calls, using call features, and handling daily operations.

WhatsApp Business Calling  
Enable and manage WhatsApp business calls, including permissions, call requests, and interactive buttons.

Viber Business Calling  
Set up and use Viber business calls to connect with customers through the Viber channel.

Troubleshoot calls  
Resolve common issues with audio and video quality, browser permissions, and error messages.

## 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](https://www.infobip.com/docs/conversations/conversations-setup): General contact center configuration
- [Agent guide](https://www.infobip.com/docs/conversations/agent-guide): Complete agent documentation
- [Voice and video](https://www.infobip.com/docs/voice-and-video): Voice numbers and WebRTC configuration
- [Analytics](https://www.infobip.com/docs/conversations/analytics-new/predefined-dashboards#channels): Call analytics and reporting