Introducing voice calls in Chatwoot

Voice has been one of the most requested features in Chatwoot from the early days.

We always knew that voice had a place in Chatwoot. Support does not happen in one channel anymore. A customer might start on live chat, follow up on WhatsApp, reply over email, and in some cases, a quick call is still the fastest way to solve the problem.

But we wanted to get the foundation right first.

Over the last few years, we have focused on making Chatwoot a solid product for text-based customer conversations across live chat, email, WhatsApp, social channels, help center, automation, and AI. Once those workflows became mature, it made sense to bring voice into the same experience.

Today, we are introducing voice calls in Chatwoot.

What you can do with voice calls

Voice calls are now available in beta, with support for regular phone calls through Twilio and WhatsApp calls through WhatsApp Calling.

When a customer calls, available agents get notified in the browser. An agent can answer the call from Chatwoot and see the customer’s previous conversations, notes, and context while speaking to them.

After the call ends, Chatwoot logs it in the conversation timeline with the call details, recording, and transcript. You can also make outbound calls from a contact or conversation. Open the customer, click the phone icon, and start the call. Once the call ends, it is added back to the same conversation.

The rest of the workflow stays the same. Your team can assign the conversation, add labels, leave private notes, and follow up like they already do in Chatwoot.

Who can use it?

Voice calls are currently available in beta on paid plans on Chatwoot Cloud. You can enable it on your eligible inboxes directly or bring a new number to Chatwoot.

For self-hosted users, it will be available from v4.15.0 in all paid plans.

What is next?

This is the first release of voice calls in Chatwoot.

We are going to keep improving the experience based on how teams use it in real support workflows. Some of the areas we are looking at include better call routing, deeper reporting, more controls for teams, and tighter integration with the rest of the conversation workflow.

Tell us what worked well, what was confusing, and what your team needs next. This will help us improve the next version of voice in Chatwoot.

View more at https://chwt.app/voice-calls