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Documentation · Voice & video calls

Voice & video calls

Customers call your team from the browser through one link, and agents can invite customers to a voice or video call from a conversation — no phone number, no app. Every call is recorded automatically and saved in Interaction.

Calls are available on the Custom plan and must be activated by the Onix team: the Voice channel (incoming calls from a public link) and Voice & video calls from conversations can be activated separately, optionally with a monthly minute quota. Contact us to activate them.

Once activated

  • The Owner can show or hide the voice call & video call buttons for all members, and set the default link validity, in Settings → General → Calls from conversations.
  • Permissions in Roles: Answer calls from the Voice channel and Start voice and video calls from conversations — on by default for Supervisor & Agent, marked Custom in the permission matrix.
  • Calls are not active in the demo workspace.

Voice channel: customers call through a link

  1. Open Manage → Channels, click Add channel, and choose Voice. Enter a channel name (e.g. "Support line") and the greeting shown on the caller page.
  2. You get a public link https://onix.sassly.ai/call/vc_…. Share it on your website ("Call us" button), social media bio, email, or a QR code. A Voice channel uses one channel slot.
  3. In the channel Settings: ring time per agent (default 20 seconds), caller wait limit (default 120 seconds), service hours, and Recreate link if the link spread to the wrong place (the old link stops working immediately).

What callers see

  • Your business name & greeting, how many agents are ready, then a form with name, phone number, and email (required) + consent to recording. The details create or link to an existing contact.
  • The browser asks for microphone permission before the call is created → Call now → "Waiting for an agent…" / "Ringing an agent…" → connected with a timer, mute, and hang up.
  • Outside service hours, when the service is paused, or when the minute quota is used up, the page says so and the Call button is disabled. Each network is limited to 10 new calls per hour.
  • Closed the page by accident during a call? Open the link again in the same browser — the call can be reconnected.

Answering calls

  • Press Ready for calls in the app's top bar (shown to people allowed to answer calls with access to a Voice channel): Offline → Ready (green) → On a call (orange). Click again to go Offline.
  • Order: a call rings whoever has been Ready the longest; the next call rings the next Ready agent, and so on. An agent who just finished a call or didn't answer within the ring time moves to the back. Decline → the call moves to the next agent and won't ring you again for that call.
  • The incoming call card appears at the top right of any page (on phones: bottom of the screen) with the name, number, channel, and wait time — with a ringtone, a flashing tab title, and a desktop notification if the browser allows it.
  • Answer opens the caller's conversation (the Voice tab in Interaction), assigns it to you, and shows the call card at the top of the detail column: status, timer, ● REC, mute, and end. Voice conversations have no text replies — write the outcome in an internal note; the conversation can still become a ticket or a lead.
  • You stay Ready while the app tab is open, also while you use other apps. Closing the tab → Offline automatically within about a minute.
  • Missed: no agent ready or nobody answered before the wait limit → the caller is told, the call is logged as Missed call in their conversation, and the people who can answer that channel get a notification. The conversation stays "not replied" so it gets followed up through another channel.

Voice & video calls from conversations

  1. In any conversation (WhatsApp, email, livechat, API channel), click the phone icon (Call) in the conversation header → Voice call or Video call.
  2. Choose how long the link is valid (15 minutes – 24 hours; default from Settings) → Create link.
  3. Send to customer (sent through that conversation's channel) or Copy. The call card appears in the conversation right away.
  4. The customer opens the link, agrees to recording, allows the microphone (and camera for video), then waits. You get a Customer waiting ring card → Join.
  • A video call opens as a window as wide as the detail column: the customer's video, your video in the corner, timer, ● REC, microphone, camera, enlarge, and end — you can keep replying in the chat next to it.
  • A voice call shows as the call card at the top of the detail column.
  • Customers don't fill in anything — the call is attached to the conversation & contact. A link works on one device only; a link that expired before use, or whose call has ended, can't be opened again (create a new one).
  • If the customer waits and you don't join within 120 seconds, the call is logged as missed and you get a notification. Decline on the ring card tells the customer right away that the agent can't join yet.

Recordings

  • Every call is recorded automatically; customers must agree before connecting. The recording is made in the agent's browser (both sides' audio mixed; video calls = both videos side by side) and uploaded as it goes, so the part already recorded stays safe if a tab closes.
  • It appears on the call card in the conversation: type, status, duration, the agent who answered, an audio/video player, and Download. Only members who may see that conversation can play & download it.
  • Recordings are kept for 90 days and then deleted automatically; the call card stays with a "Recording deleted" note.
  • Reloaded the page during a call? Press Reconnect on the call card — the customer waits for you to reconnect, and the next part of the recording is joined automatically.

Duration & minute quota

  • The server counts the duration from when the call connects until it ends and adds it to this month's minute usage (if your contract limits minutes). When the quota is used up you can't be Ready for calls or create new links until next month; calls in progress are not cut off.
  • A single call lasts at most 120 minutes. Calls abandoned by both sides (e.g. closed tabs & a dropped connection) end automatically and only count until the last side was seen.

Devices & networks

  • Agents: the latest desktop Chrome, Edge, or Firefox (video recording needs Chrome/Edge). Customers: Chrome on Android, Safari on iOS 14.3+, or a modern desktop browser.
  • Microphone/camera blocked? Click the lock icon in the address bar → allow, then try again.
  • Calls connect browser to browser; when networks (e.g. mobile data) can't reach each other, Onix relays them through a TURN server. If the customer's connection drops for more than a minute, the call is ended.

Privacy

Call recordings and caller details are your customers' personal data. Onix processes them on your behalf under the Privacy Policy: recording consent is logged, recordings are stored privately with access checks, and they are deleted after the retention period. Let customers know calls are recorded as required by the rules that apply to your business.