WeSpeak Voice

Calls gives your business phone lines inside WeSpeak: your team answers and makes calls from the browser — with nothing to install, no phone system and no physical phones — and every call is recorded, logged and linked to the contact, in the same panel where your chats already live.

In this article

• How it connects
• The phone in your browser (softphone)
• Incoming calls: who answers
• Availability: schedules and presence
• Outgoing calls
• Transfers
• Recordings and history
• Calls inside Chats
• Call flows
• Troubleshooting
• Current limits
• Frequently asked questions

How it connects

1. Enable Calls on your account — your WeSpeak advisor handles this. Once enabled, the Numbers and VoIP Calls cards appear under Channels, the Calls section shows up in the menu and the phone appears in the browser.
2. Have an active number: you can use a new number or bring the one your business already uses (see the purchase and portability articles).
3. Connect the number to the channel: in Channels → VoIP Calls, click Connect number, pick one of your active numbers and confirm with Connect to Calls (when you buy a number it may be connected automatically). You can rename it to recognize it in the filters.
4. Assign users: in Calls → Settings → User assignment, choose which team members receive the calls for each number.
5. Test it: call the number from a cellphone — it should ring in the browser of the assigned users.

⚠️ Important: to receive calls, the user needs the panel open in the browser and the microphone permission granted.

The phone in your browser (softphone)

It opens from the floating button in the panel. During a call you can:

The keypad understands numbers in local or international format: it shows you the normalized number and a chip indicating whether it's mobile 📱 or landline ☎️. Press and hold 0 to type the +. If your business has several numbers, you choose which one to call from with the Call from selector before dialing.

The softphone is also multi-line: if you're on a call and another comes in, you hear a soft call-waiting tone (which you can mute) without cutting off your active conversation. That said: one person cannot handle two calls at the same time — while you're on a call (even on hold), the Answer button on the second one is disabled; you can reject it or let a teammate take it.

Incoming calls: who answers

When someone calls one of your business numbers, the call rings at the same time in the browser of all users assigned to that number. The first one to pick up answers, and their name is recorded in the history. If nobody answers, the call is logged as missed — visible in the history and as an unread conversation in Chats, so you can call back with one click.

💡 Tip: the same number can have several calls at once, handled by different people — the number doesn't get "busy". What can't happen is one person answering two calls at the same time.

Useful details about the distribution:

• When someone answers, on everyone else's screens the call disappears on its own (it stops ringing instantly). If two people answer at the exact same time, the first one stays connected and the other's call drops immediately — the history always records a single user: the one who stayed on the line.
• If you have WeSpeak open in several tabs, the call rings only in the last connected tab (it's the phone standard: one line per user). Practical tip: work your calls from a single tab; if you close the one that was ringing, another open tab picks the line back up on its own within a few seconds.

Availability: schedules and presence

Who gets the ring doesn't depend only on the assignment — it also depends on each person's availability:

If none of the assigned users are available when a call comes in, it doesn't even ring: it goes straight to the plan B of the call flow (for example, forward to another number or send a WhatsApp). This is how the classic setup works: "during the day the team answers; outside hours, forward or send a WhatsApp".

Outgoing calls

Two ways to call:

• From the softphone keypad: dial any number.
• With one click: the Call button in a conversation's header (on channels with a phone: Calls, WhatsApp) or in a call's detail — dials the contact directly. If you have several lines, the selector opens so you can choose which one to call from.

Outgoing calls go through the same circuit as incoming ones: they're recorded, with a log of who originated them, the actual duration and a timeline of events.

Transfers

During an answered call you can transfer the call to another team member or to an external number (for example, another department's direct line or a cell phone). Step by step:

1. With the call in progress, press the ↪️ Transfer button on the softphone.
2. Choose the destination: a team member (picked from the list) or another number, typed on the keypad — any number works, in local or international format.
3. Confirm the transfer: the call goes to the destination and you're free to take another one.

The transfer available today is the direct one: the contact is passed to the destination without a prior consult — if you want to give the person receiving it a heads-up, do it through another channel before transferring. The call is marked as "Transferred" in the history, and the recording also covers the part after the transfer.

💡 If what you want is for all of a number's calls to be forwarded to another number automatically (without answering them), don't use the manual transfer: set it up with the "Forward to another number" action in the call flows.

Recordings and history

By default, all calls are recorded automatically, incoming and outgoing — but recording is optional: if you'd rather not record, your WeSpeak advisor can turn it off on your account. In the Calls section of the menu you have the full history, which updates in real time:

• Summary cards: total calls (with an incoming/outgoing breakdown), completed and missed (with their percentage) and average duration — the cards respect the active filters.
• Filters: by status, direction (incoming/outgoing), user (with the "only mine" shortcut), date range (by default, the last 7 days) and search. Filters live in the URL: a filtered view can be shared by link.
• Detail of each call: origin and destination, duration, who answered, a note if there was a transfer, the full timeline (started → ringing → answered → hung up) and the recording player. It also has the Call and Message buttons.

Each row shows the contact with its resolved name (if the phone matches a known contact) or the number in international format.

ℹ️ About the recordings: they're recorded end to end, including the part after a transfer, and each business only accesses its own recordings. They play by streaming with temporary links: if a recording doesn't load, reload the page and the link is regenerated.

Calls inside Chats

Calls are just another channel in your inbox, with their phone icon and their option in the channel filter. Each row's "last message" is a summary of the last call:

• Incoming · 2:14 / Outgoing · 0:45 — completed call, with its duration.
• Missed call — unanswered incoming (the conversation stays unread).
• Outgoing no answer — you called and nobody answered.
• Transferred — ended transferred.
• Ringing… / In progress — call in progress (updates live).

When you open the conversation you see the call history between that contact and that business number of yours, each one expandable to its timeline and with its recording. Instead of the message box there are two buttons: Call and Message (opens their WhatsApp chat, if it exists).

ℹ️ Note: call conversations are a record: the assistant doesn't reply to them, they don't move the funnel and they don't enter campaigns or automatic closings.

Two behaviors to know:

• One conversation per business number: if the same contact calls two different numbers (for example, Reservations and Front Desk), you'll see two separate conversations — just like on the rest of the channels.
• Only calls made after the channel was activated generate a conversation in Chats; the full history (including earlier calls) is always in the Calls section.

Call flows (what happens when a call comes in)

By default, a call rings straight to the available assigned users. With Call flows you decide, for each number, what happens when a call comes in — adding menus, forwarding or automatic follow-ups.

It's configured in Calls → Settings → Call flows. You choose the number and build the flow from scratch or from a template:

• Team + WhatsApp — rings your team; if they don't answer, it sends a WhatsApp follow-up.
• Options menu (IVR) — an auto-attendant answers and forwards based on the key pressed.
• Forward to a number — transfers all calls to another number.
• AI Agent — Coming soon.

The actions you can chain:

Each number has its Active toggle and you can Save or Delete its flow. A number without a flow keeps working as always (rings the assigned users).

💡 Typical example: "Ring Front Desk for 25 seconds → if they don't answer, forward to my cellphone → if still nobody, send a WhatsApp follow-up."

Troubleshooting

Current limits

• Calls ring only in the browser: there's no mobile app or forwarding to a physical phone. If nobody has the panel open, the call is missed.
• The transfer is direct (without consulting the destination first).
• There's no AI voice assistant yet to answer calls — it's in development. (The options menu and forwarding can already be configured from Call flows.)
• There's no voicemail: an unanswered call is logged as missed. (You can cover it with a WhatsApp follow-up inside the call flow.)
• Recording is on by default, but it's optional: it can be turned off on request through your advisor (there's no per-number switch in the panel yet).
• One person cannot handle two calls at the same time: while on a call, they can only reject the second one or leave it to a teammate.
• There's still no AI transcription or summary of calls, nor exporting the history to Excel/CSV (you'll see these as "Coming soon" in the panel).
• WhatsApp calls (the call button in the chat) don't come through this channel yet.

Frequently asked questions

Do I need to install anything or buy phones to answer?
No: calls are answered and made from the browser, inside the panel. You only need the page open and the microphone permission granted.

Can I use the number my business already has?
Yes — you can port it to WeSpeak and keep using the same number as always. Keep in mind that not every number can necessarily be ported: it depends on the country, the number type and your current carrier. The full detail (and how to check yours instantly) is in Number portability.

Can I have more than one number?
Yes — you can have as many as you need (for example, one for Reservations and another for Front Desk), each with its own assigned users and its own call flow. See the step-by-step in Buy numbers.

Does Voice handle WhatsApp calls?
No — WeSpeak Voice only handles regular phone-line calls (the ones that come in and go out through your virtual numbers). WhatsApp calls (the call button in the chat) don't come through this channel yet.

Can I forward calls from my current number to a WeSpeak number?
It's possible, but we don't recommend it, for two reasons. First, it breaks your records and statistics: on a forwarded call, WeSpeak receives the number you forward from (your regular line) as the origin — not the number of the customer who originally called — so every call looks like it comes from the same number and you can't identify who called or link it to their contact. Second, you pay a double call cost: while the conversation lasts there are two active calls at once (the original one to your line and the forwarded leg to WeSpeak), so your carrier bills its leg and the received leg also consumes WeSpeak minutes. Our recommendation is to switch for good to the number you purchased in WeSpeak: replace your original number with the new one across your different channels (website, Google listing, social media, printed materials) so calls come in directly.

If the call rings for several people and one answers, what do the others see?
The call disappears from their screens instantly. If two answer at the exact same time, the first one stays connected and the other's drops immediately; the history records a single user.

I have WeSpeak open in several tabs, why does it ring in only one?
Each user has a single "internal line" and the most recently connected tab is the active one. Work your calls from a single tab; if you close it, another open tab picks the line back up within a few seconds.

What happens if nobody on my team answers?
The call is logged as missed: you see it in the history and as an unread conversation in Chats, so you can call back with one click. With a call flow you can also forward it or send an automatic WhatsApp follow-up.

What happens if a number has no users assigned?
Incoming calls are received by no one. Assign at least one user in Calls → Settings → User assignment so the number rings someone.

What happens if I run out of minutes / credit?
Calls stop connecting: they don't go to a voicemail — the call is cut off directly and is logged as a failure in the history, with access to the buy minutes button so you can top up and keep operating.

How do I cancel the service? Is there a refund?
Cancellation is managed from the Extras section of your panel: you can cancel at the end of the period you already paid for (you keep using the service until that date) or immediately. There are no refunds of what you already paid — with an immediate cancellation, the unused time stays as credit on your subscription, not as a money refund. If you also cancel a number, as per our terms you have 30 days to port it to another provider before it's permanently released (see Buy numbers).