Voice Calling through Chat Widget

What are Voice Calls in Hello?

Voice Calls enable real-time audio communication between clients and the assigned agent or support bot. Clients can initiate a call directly from the chat widget whenever verbal support is needed.

Who can initiate a voice call?

Only clients can initiate voice calls. Based on the chat flow, the call is routed to either a live agent or a voice-enabled support bot.

How do I enable or disable voice calls?

You can control the visibility of the voice call button from the Hello dashboard. Toggling the call setting:

• Enables voice support and shows the call button in the chat widget.

• Disables voice support and hides the call button from the client view.

Feature: Voice Calling + Chat Handling with Bot

For interactions involving both calling and live chat, if a customer requests a document link, email id or any important information during the call, the bot will send it to the user on the live chat.

Example: If you are on a call via a Chat Widget using Voice Bot and the customer asks for a help document, the bot will send the link directly on the live chat to the end user.

Is a secure (HTTPS) environment required?

Yes. Voice calls only work over secure connections:

• The platform must run on HTTPS.

• Browsers block audio on insecure origins (e.g., HTTP or localhost).

• If the call connects but there’s no sound, it’s likely due to this restriction.

How can I test voice calls during development?

Use these steps to test voice calls locally:

• Run your app through a secure tunneling service like NGROK.

• Make sure the public URL is HTTPS.

• Allow browser microphone access when prompted.

What happens on a non-HTTPS local server?

Voice calls may appear to connect, but audio will not transmit due to browser security rules. Always test in a secure (HTTPS) environment.

What are the best use cases for voice calls?

Voice support is most effective for:

• Instant issue resolution

• Hands-free help

• Explaining complex workflows quickly

• Supporting users with accessibility needs

Can clients exit a voice call?

Yes. Clients can end the call at any time.