Phone calls

Workforce AI supports regular phone conversations as well as browser voice. Your own employee contact number and your business’s customer number have different jobs.

Call your internal employee

1. Verify your phone number under Settings, then Profile in the dashboard.
2. Open Call or text followed by your employee’s name when that contact control is available on your account.
3. Use Call, scan the QR code, or save the contact to your phone.
4. Call from the verified number on your account.

This conversation is for your own work with the employee. It needs voice access on an active plan and credits. The contact panel also offers the supported text and WhatsApp options for reaching your employee.

Let customers call your business

Set up a customer employee, complete its business-number setup, and enable Calls. Once the number is live, customers can call that number and speak with the employee using its customer-facing role and business knowledge.

Customer calls need Customer communications access and credits. Review the available call transcript and recording in Customer inbox. The inbox’s message takeover buttons apply to written conversations rather than live telephone calls.

Ask for a scheduled call

Give an internal employee the recipient’s number, the time and time zone, and the short message to deliver.

At 3:00 p.m. Eastern today, call +1 202 555 0123. Let them know our technician will arrive between 4:00 and 4:30 p.m. and ask whether that still works.

Check the number, time, and message in the scheduling result. The employee places that one-time call at the requested time and sends you the result afterward.

The call needs voice access, credits, and a number that has not opted out of calls from your account. Calling limits also apply. This is a call you have asked the employee to make, not an automatic campaign.

WhatsApp calls

For your own employee conversations, use the WhatsApp option in its contact panel when available. A business WhatsApp number connected to your customer employee can also receive eligible customer calls. Follow WhatsApp setup before sharing that business number.