Voice calls
Join an active voice conversation between a customer and the AI, then take over or assist in real time from your browser.
Voice conversations in Informly run on LiveKit using WebRTC, all inside the browser. There are no phone numbers to wire up — the customer hits a button in the widget and talks to the AI agent in real time. When the conversation needs you, you can join the call as a third participant without dropping anyone.
How a voice call starts
The customer clicks the voice button in the widget. Their browser asks for microphone permission, they accept, and the AI picks up. From there it works exactly like a phone call — they speak, the AI listens, the AI replies with synthesized speech.
You don't have to do anything for this part. The AI handles voice the same way it handles text.
Join a call as an agent
When a voice conversation is in your queue (it'll have a phone icon next to it) you can hop into the call directly.
Open the conversation
Click the row in Live Support → Queue or My conversations. The voice call appears at the top of the thread.
Click Join
Your browser prompts for microphone access. Accept it. You're now in the call as a third participant — the customer, the AI, and you.
Decide who's talking
Use the AI responses toggle to keep the AI in the conversation or mute it so you're the only voice the customer hears.
Hang up when done
Click End call to disconnect. The transcript is saved automatically.
In-call controls
While you're on the call, these controls are visible at the bottom of the conversation view:
| Control | What it does |
|---|---|
| Mute / Unmute | Toggle your own mic. The customer and AI still hear each other while you're muted. |
| AI responses on / off | Keep the AI replying, or take over solo. |
| End call | Disconnect everyone and close the call session. |
If you mute the AI but stay on the line, you can listen to the customer and answer yourself without the AI talking over you.
Most "save" moments work the same way every time — let the customer finish a thought, mute the AI, answer briefly, then unmute the AI if you want it to handle the rest.
What happens after the call
When the call ends, Informly attaches the full transcript to the conversation. From the conversation detail page you can read the transcript just like a chat thread — each utterance is labeled with who spoke (customer, AI, or named agent) and timestamped.
Any notes, tags, or feedback that would apply to a text chat apply here too. See Working with a conversation for what the detail page can do.
Notes pair well with voice
Voice calls move fast, and the customer can't see what you're typing on your side. If you've handled the start of a call and need to pass it off, leave a quick internal note before the transfer:
- What the customer's question is
- What you've already tried
- Anything sensitive the next agent should know
The receiving agent reads the note before they unmute, so they hit the call ready instead of cold.