Agents can make outbound calls to customers directly from any conversation in Commslayer, without switching to a separate app or phone.
Before you start
Make sure:
- Your account has a Voice inbox set up. See How to set up Voice integration if not.
- You have been assigned to the Voice inbox by your admin.
- You are using a browser that supports WebRTC (Google Chrome is recommended).
- Your microphone is enabled and accessible by the browser.
Making a call
From conversation:
-
Open any conversation in Commslayer
-
Click the phone icon in the conversation toolbar (top right area of the conversation)
-
Select the Voice inbox to call from if you have more than one
-
Confirm the customer's phone number — Commslayer will pre-fill it from the contact if available
-
Click on the number you want to use to call the customer
The call connects directly inside your conversation.
You'll see an active call panel with controls for muting yourself, mute the sound, transfer and ending the call.
\
From main page:
-
Go to the main page and click on phone icon in top left corner
-
You can select numbers from contacts or enter it manually via dial pad
-
For either cases, select the number you want to use to call the customer (if you have multiple numbers)
During the call
While on a call you can:
-
Mute — silence your microphone without ending the call
-
Audio settings (speaker icon) — configure your microphone and speaker settings
-
Transfer call (arrow icon) — transfer the call to available agent
-
Detach call to floating window (three dots icon) — allows you to detach the call from conversation and move it around.
By default it shows in the bottom right corner of the Commslayer app
-
End call — hang up and return to the conversation
After the call ends, a call record is automatically added to the conversation timeline, including the duration of the call.
Notes
- Outbound calling requires a stable internet connection. Poor connectivity may affect call quality.
- Calls are billed per minute. See Voice billing for details on rates and spending limits.
- Make sure your browser has microphone permissions enabled. If prompted, click Allow when the browser asks for microphone access.