Voice Calls
Accept incoming customer calls, manage the call session, and continue in text.
Control Center supports voice calls alongside text chat. When a customer calls, the call is routed to available agents.
Receiving a Call
- An inbound call notification appears with the customer's name.
- Click Accept to pick up the call, or Decline to let it route to another agent.
Note: A ringtone plays while the notification is active, so you won't miss incoming calls.
During a Call
Once accepted, the call session opens with two controls:
- Mute — toggle your microphone on or off
- Speaker — adjust audio output
Your status automatically switches to In a Call.
Text Alongside Voice
The conversation transcript continues in the same thread during and after the call. You can see any text messages exchanged before the call started and add follow-up messages after it ends.
Note: While a voice call is active, the text input box is hidden. It reappears once the call ends.
Identifying Voice Conversations
Voice conversations are marked with a phone icon in the conversations list, making them easy to distinguish from text chats.