Voice

How a call works, what it sounds like, what it will not say aloud.

Turn voice on in the widget settings. Customers see a Voice tab beside Chat.

A call

The customer taps Voice, then the green button. They talk. The assistant listens, thinks, and answers out loud. They can talk over it and it stops. They hang up with the same button. The whole call lands in the conversation as text, so your team can read it.

What it sounds like

Short. One or two sentences at a time. Prices and dates said the way people say them. One recommendation, maybe one alternative, never a list read out. Its tone follows the conversation: warm when things are going well, steadier when a customer is upset.

What it will not say aloud

Links, codes, order numbers longer than six characters, email addresses. It says what the thing is and that it is in the chat thread.

Noise

Room noise is filtered on the customer's side and again on ours. If something is still not clearly speech, the assistant stays quiet rather than answer the room. A headset or earphones with a mic makes a big difference in a loud place.

Language

The call listens in the language you set for the widget. A customer can ask to switch, and the assistant switches for the rest of the call.

Changes on a call

Before booking, moving, or cancelling anything, it says what it is about to do and waits for a yes.

Checking an order on a call

It reads the order number and the email or postcode back, one character at a time, and waits for a yes before it looks anything up. If it heard wrong, the customer spells it out and it reads it back again.

Opening pages on a call

On a call the assistant can do what it does in chat. Ask for a product and it opens the page. Ask to add it and it goes in the cart. When the page changes, the call ends, because the site reloads. The conversation does not. Everything said so far is in the thread. The customer taps Voice again and picks up where they left off. The assistant remembers the products it showed and what was asked.

What a call uses

A call uses 23 replies a minute, counted by the second. You pay for the minutes only; the answers inside the call are covered. See Replies and call minutes.