Communication
Calls (live call cockpit)
Follow store website and phone calls live, read them in your language and steer the AI assistant.
What it does
Inbox → Calls is one list of your AI voice assistant's calls from your store website and your phone line: calls running now at the top, then ended calls and phone voicemails, by day. Search by name, number, email or summary, switch between All, Live, Ended and Voicemail, and filter by Phone, Store website or Follow-up requested. The list shows today by default; pick Yesterday, Last 7 days or a Custom range above the filters (the range stays in the page link). Type a phone number in the search box to see every call of that number, whatever the range.
Open a call to:
- read what the caller says and what the assistant answers, as it happens
- read both in your panel language: each line is translated, with the original underneath
- see the duration, the caller's language, the call status (listening, caller speaking, AI speaking, on hold) and the credits used so far
The bell in the header rings when a call starts; click it to open the call.
Steer the assistant
Type in the box under the transcript and choose how the assistant uses your text:
- Instruct the AI: a note the caller never hears ("Offer free delivery", "We close at 6 pm today"). The assistant follows it from its next answer on.
- Say exactly: the assistant says your sentence to the caller, translated into the caller's language.
Buttons:
- Hold / Resume: the assistant tells the caller to hold; the caller hears a soft tone until you resume.
- Mute AI / Unmute AI: the assistant stops talking and listening.
- Join by voice / Leave: you talk to the caller yourself with your computer's microphone (the browser asks for permission once). While you are on the call the caller hears you, and you hear both the caller and the AI. The AI keeps listening the whole time: as soon as you talk it goes quiet (what you and the caller say appears in the transcript and the summary as Staff and Caller lines), and it continues about 3 seconds after you stop — or when you press AI continue. Press I took over to keep it quiet until you leave or the call ends. Hold / Mute / Say exactly are off while you are on the call; Mute mic keeps you on the call without being heard. If you leave while the AI is quiet, it picks the call up knowing what was said. One team member at a time; works on phone-line and WhatsApp calls and on website calls that run through OrderInChat's servers.
- Translate call (beta, while you are on the call by voice): live voice translation in both directions when the caller speaks another language. The caller's language is detected (you can also pick it), yours is the panel language, and any language the translation engine supports works. The AI tells the caller once, in their language, that the call is translated by AI, then stays quiet. The caller hears only the translation of what you say — not your own voice — and you hear the caller's translation over their quieter original voice; captions show both languages side by side. If the main engine stops answering, a backup takes over (it translates after each sentence); if no engine works, the caller hears your own voice again and the cockpit says so. It uses AI credits for the time people talk (the cockpit shows the rate per minute; quiet moments are not billed), on its own line of the call's usage. While it runs, the AI does not listen to the call (no audio is sent to it, so it costs nothing); when you switch the translation off or leave, it gets what was said as text and carries on in the caller's language. When you switch it off, the translation of your last sentence finishes first (a few seconds), then the caller hears your own voice.
- Create ticket: a support ticket with the caller's number and the last lines of the call.
- End call: the assistant says goodbye and hangs up.
Calls are not transferred to another phone: to talk to the caller yourself, Join by voice from the cockpit — no extra call is placed and no extra carrier cost arises; the call's AI credits run on as usual. Or create a ticket and call them back from your own phone.
Only owners, admins and agents can steer a call; other team members can follow it. Your lines appear in the transcript as Store staff.
Which voice model supports what
The live-call buttons depend on the voice model you choose under Customer voice → Voice calls in Assistant → AI Models. The picker shows the same summary when you choose a model.
| Model | Store website / app calls | Phone line and WhatsApp calls |
|---|---|---|
| Gemini Live, Grok Voice | All controls: join by voice, take over / give back to the AI, hold, mute, instruct, say exactly, end | All controls |
| GPT Realtime 2.1 / 2.1 Mini | Instruct, say exactly and end only — no join by voice, take over, hold or mute (audio runs directly between the caller's browser and OpenAI) | All controls (these calls run on Gemini Live through OrderInChat) |
When a control is not available on a call, the cockpit says why. The Talk to us test call on the General tab of Channels & integrations → Voice assistant & phone always uses GPT Realtime and cannot be joined live here.
Customer card
On the right you see what the assistant captured on the call (name, email, phone, call-back time) and the caller's customer record when the number matches one of your customers: orders, bookings, tickets, tags, notes and earlier calls. During the call it is view only. An unknown number shows a New customer card; after the call you can create the customer in one click. On smaller screens open it with the Customer button above the call; on a phone the list and the call open one after the other.
WhatsApp chat with the caller
When the caller already writes to your store on WhatsApp — the same phone number, or the same WhatsApp account for callers who hide their number behind a WhatsApp username — Open WhatsApp chat appears above the call and on the customer card. It opens Inbox → WhatsApp with that conversation selected, so you can answer in writing right after the call. When there is no chat yet but the caller can be reached on WhatsApp (a WhatsApp call in the last 24 hours, or a customer with a known WhatsApp number), Start WhatsApp chat opens a new WhatsApp message to their number instead. Otherwise no button is shown.
Customer 360 and the caller's other chats: above the call and the customer card, Customer 360 opens the caller's full profile in a new tab, followed by an Open … chat button for every inbox the customer talks to you on — WhatsApp, Messenger, Instagram, Web — newest first (the others as icons). The Last order, Open cart, Last Flow and Channels tiles on the card are links too; middle-click / Cmd-click opens any of them in a new tab. Download data, Block number and Delete customer data sit in the card's More (⋯) menu, each with a short note on what it does.
After the call
The call summary appears at the top of the call within a minute, in your panel language, with its ticket. The call stays in the same list under its day; there is no separate history to look in. When the caller spoke a language other than your store's, the same summary appears underneath in the caller's language too (for example a Turkish summary under the English one), so you can forward it as it is.
No phone line or WhatsApp calls yet
If your store has no phone number yet, or calls to your WhatsApp number are not answered by the assistant, the Calls tab says so and links to the right place: Add a phone line (Channels & integrations → Voice assistant & phone → Phone line; See plans when your plan does not include it), Connect WhatsApp (Channels & integrations → WhatsApp Business) or Turn on WhatsApp calls (the WhatsApp calls tab). When your voice assistant is off, the card asks you to turn it on first. The tab itself is always there next to the other channels; the card disappears as soon as both are set up.
When the store cannot answer
If your voice assistant is off or your AI credits run out, phone callers hear a short message in their language and can leave a voicemail. Each voicemail becomes a support ticket and appears in the list under Voicemail with a player, the transcript in your language and a call-back button.
Costs
Translation runs only while someone has the call open and uses a few AI credits per call. Instructions and sentences you send are part of the call's normal usage.
Block a number
Next to a caller who is not yet a customer, and on the customer card, Block number blocks the caller's number: their WhatsApp messages and phone and WhatsApp calls no longer reach the assistant (no cost). A caller who hides their number behind a WhatsApp username gets a Block caller button in the caller panel instead: it blocks them by WhatsApp user ID or @username. Unblock on the same button or under Blocked numbers on the Blocked tab of Channels & integrations → Voice assistant & phone lifts it. See Voice Assistant.
