Calls

Visitors can call your team from the chat. Calls start from the phone button in the chat header (and a camera button when video is on), and they ring in the Kerabie dashboard and the Kerabie mobile app.

Turn it on

1. Go to Settings → Calls and switch on Allow calls. New accounts start with it on.
2. Optionally allow Video, and the AI voice agent, which answers when nobody is free.

Calls need call minutes on your plan, and the 14-day Pro trial includes them. The buttons only appear when calls are on and the plan still has minutes, so there is nothing to change on your site.

How a call goes

• Every free agent is rung at once, in the dashboard and in the mobile app. The first to answer takes the call.
• When nobody is free, the AI voice agent answers if you turned it on. Otherwise the visitor waits in a queue and sees their place in line, and the call is marked missed after two minutes.
• If nobody is available at all (your widget is set to away, it is outside your office hours, or no agent is signed in) and the AI voice agent is off, the visitor is told straight away to send a message instead of waiting.
• The visitor's browser asks for microphone (and camera) permission the first time. A visitor who reloads the page during a call is put back into it.
• On a video call each side sees the other, with their own camera as a small picture in the corner.
• One visitor can start up to 5 calls an hour.

Details before the call

If you ask customers for their details before a chat (Messages → Customer enrichment), a call asks the same questions first, once. A customer your site or app has already identified, for example with user in the widget settings or setUser in the SDKs, is not asked.

Good to know

• The call library loads when the first call starts, from cdn.jsdelivr.net. If your site has a Content Security Policy, allow that host in script-src, and your LiveKit address (wss://*.livekit.cloud) in connect-src.
• Calls need HTTPS, because browsers only give the microphone to secure pages. On a page without HTTPS the visitor is told so instead of the call starting.
• Calls with a person and calls the AI answers are counted separately against your plan, one started minute at a time.
• For apps, see the React Native and Flutter SDK pages.