Chatwoot voice calls: inbox setup and walkthrough

Chatwoot’s official channel presents this walkthrough. This walkthrough introduces voice channels in Chatwoot and explains how agents handle phone support within a customer conversation. The speaker says teams using Twilio Voice or supported WhatsApp inboxes can enable voice through the same inbox settings. The video does not specify which WhatsApp inboxes qualify or give a detailed provider configuration guide.

For incoming calls, agents answer from the workspace with the customer's conversation in view. The active call remains accessible while the inbox updates around it. During a call, agents can send text information for the customer to refer to later and add internal notes. The walkthrough also describes how the team can see another incoming call without leaving the current thread.

According to the presentation, recordings and transcripts appear in the conversation timeline after a call ends, so another teammate can review the exchange. Agents can also start an outbound callback directly from the customer conversation. Earlier messages, notes and call history remain beside that follow-up.