Voice Calls in Chatwoot

Key Features

• •Unified inbox for calls, chats, and emails: Agents manage all customer communications from a single dashboard, viewing full conversation history across channels during a voice call to provide context-rich support.
• •Captain Copilot AI assistance: During calls, agents receive real-time answer suggestions, access past conversations, and retrieve help articles without leaving the call interface, improving first-call resolution rates.
• •Real-time language translation: Captain's built-in translation feature enables agents to speak with customers in their native language during voice calls, with instant translations displayed for seamless cross-language communication.
• •Integration with live chat widget: Calls are handled alongside live chat conversations, allowing agents to see browsing behavior and previous chat transcripts when a customer calls, ensuring continuity.
• •Extensive API and integrations: Custom IVR flows, CRM sync, or automated call logging can be built via Chatwoot's developer APIs, making voice calls adaptable to specific business workflows.
• •Self-hosted open-source deployment: Organizations can host Voice Calls on their own servers, ensuring full data ownership and compliance with regulations, while still benefiting from all platform features.

Use Cases

• •A SaaS support team handles a priority bug report: a customer calls after starting a chat. The agent sees the chat transcript, uses Copilot to find the workaround, and resolves the issue during the call without transferring, reducing handling time.
• •An e-commerce store manages a call about a delayed order: the agent views previous email correspondence on the same customer, uses API integration to check order status, and provides an update directly on the call, improving first-call resolution.
• •A global consultancy conducts client calls in multiple languages: agents use real-time translation to communicate effectively, ensuring accurate information exchange without needing a separate interpreter service.
• •A tech startup uses voice calls for onboarding support: new customers call with setup questions; agents pull up knowledge base articles via Copilot and share them during the call, speeding up the onboarding process.
• •A healthcare provider integrates voice calls with CRM: when a patient calls, the agent sees appointment history and previous emails, enabling personalized care without repeating information.
• •A remote support team collaborates on complex calls: agents use private notes and mentions during a call to involve specialists, while the full conversation history is automatically logged for follow-up.

Who is this for?

This voice call integration is specifically designed for customer support managers, help desk agents, IT administrators, and operations leads at small to mid-sized businesses (SMBs) that manage high volumes of customer interactions across multiple channels. It serves e-commerce stores, SaaS companies, consulting firms, and any organization seeking an affordable, open-source omnichannel platform. Support teams that currently handle voice calls separately from chats and emails will find it valuable for consolidating tools and reducing context switching. The self-hosted option also appeals to compliance-driven sectors like healthcare, finance, and education where data privacy is paramount. With over 15,000 businesses already using Chatwoot, the platform scales from small startup support squads to larger teams needing AI-enhanced call handling and workflow automation.