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With voice calls, visitors tap a call button in the chat and talk to your agent. The agent listens, answers in the voice you pick, and uses the same knowledge and actions as in text chat. Visitors can still type during a call, for names, emails, or links. For a phone number people can dial, see Phone calls.
Website visitors can call your agent on the Unlimited 200 and higher plans, Teams 200 and Teams 300, and Enterprise. On other plans, including Free, you can try voice calls in the Playground: 10 minutes every 30 days across all your agents, up to 3 minutes per call.

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Turn on voice calls

1

Open Voice

Open your agent and click Voice. You can also use the Voice tab in the Playground, which saves automatically.
The Voice page: a banner saying voice calls on your website are available from Unlimited 200, the Enable voice calls switch on, a note that spoken replies use words at 2x the text rate, and Agent voice set to Hope, English, American, with a speaking speed of 1.00x
2

Turn on Enable voice calls

A call button appears in the chat. In the chat, it turns into the send button as soon as you type.
3

Pick a voice

Under Agent voice, click Change, play a few voices, and click Select.
The Agent voice window with the tabs Voice library, My voices, and More voices, a search box, and voices such as Hope, Heather Rey, Matthew - Smooth, and Pro Narrator, each with a play button
4

Click Save

Test a call in the Playground. Reload any open preview of your website chat to see the call button there.

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Settings

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What calls cost

Spoken replies use your plan’s words at twice the rate of a text reply, on every model, including models that don’t use words in text chat. Listening, the voice, and the call itself are included. Calls appear in Conversations under Web, with Voice call as the source.
Check that Enable voice calls is on and saved, then reload the page with the chat. On plans below Unlimited 200, the call button appears only in the Playground.
Calls need microphone access. Allow it in the browser’s site settings and try again. If you embed the chat with an iframe, keep allow="microphone" on it.
Pick a faster Voice model, shorten the Voice instructions, and lower Silence before the agent answers.

Phone calls

Give your agent a phone number with Twilio.

Appearance

Voice input for typed messages is under Chat features.