Starting with Inbox Calls

❗️
IMPORTANT
The Inbox Admin or Inbox Manager must enable the corresponding permission (Enable voice calls) for the Inbox Agent before this agent can make phone calls.
Enabling voice calls for Inbox Agent
Also, this agent must be assigned with an extension to be able to make WhatsApp Business or VoIP calls.

To start with Inbox calls:

In your CommPeak Dialer instance, click on your name in the upper right panel.
Then, select Messages Inbox.

Screenshot of logging into Inbox — Logging into Inbox

Your Dialer Inbox opens with the built-in Softphone application ready to make calls.

Initiating VoIP Calls

Create a new conversation or open the existing one. In the upper right, you will see the Call button:

Screenshot of Call button — **Call** button

Click the button to open the drop-down list of Click2Call channels. Select the sender you want to make a call from:

Screenshot of Click2Call channels list — Click2Call channels list

Initiating WhatsApp Business Calls

Create a new conversation or open the existing one.

🚧
IMPORTANT
To comply with WhatsApp’s communication policies, initiating a WhatsApp Business call requires a pre-approved template to request call permission from the contact/lead. The user must approve the call for a limited or indefinite time before the agent is able to see and use the WhatsApp Call button.
To request such call permission, the agent must send a short WhatsApp message using an event template to trigger a request-a-call message asking for customer consent, for example:
Selecting WhatsApp templates
See the WhatsApp Calls article for more details about the WhatsApp Business Calling feature.
To learn more about how to create and manage WhatsApp Business templates, check the Creating WhatsApp Business Channels page.

After a contact/lead approves this call, you will see the following notification which means you have the permission to call this lead:

Screenshot with permission request granted — Permission request is granted

If a contact/lead rejects the permission request, you will see the following message:

Screenshot with permission request rejected — Permission request is regected

Once a contact/lead replies or grants permission, in the upper right, you will see the WhatsApp Call Click2Call button:

Screenshot of WhatsApp Call button — **WhatsApp Call** Click2Call button

Click the button and choose the sender from the drop-down list:

Screenshot of selecting a sender to call — Selecting the sender to call

When a contact's/lead's consent gets expired, you will see the following message which means you must initiate a new WhatsApp Business call:

Screenshot with content expired — Consent is expired

Making Voice Calls

After you select the sender, an incoming call will be placed to your Softphone and you will see the WhatsApp Call button change to Ringing:

Screenshot of WhatsApp Call button changed to Ringing — **WhatsApp Call** button changed to **Ringing**

When you click to answer the call, it will appear on the customer phone and you will hear a calling sound; then get a chat notification when a contact/lead answers.

Call Statuses

The following notifications are possible:

CANCEL: When the agent is rejecting/not answering the first call:

Screenshot of Cancel status — **CANCEL** status

BUSY: When the agent is rejecting/not answering the first call:

Screenshot of Busy status — **BUSY** status

FAILED: When a contact/lead is not answering the call:

Screenshot of Failed status — **FAILED** status

ON CALL: When both sides answer the call and until someone hangs up:

Screenshot of On Call status — **ON CALL** status

ANSWERED: After the call is finished, you will see this state and the duration of the finished call:

Screenshot of Answered status — **ANSWERED** status