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What are Web Calls?

A web call is a conversation with your assistant that runs entirely in your browser — your computer’s microphone and speakers stand in for a phone. No number is dialled, nothing rings, and the call connects within seconds of clicking Start Call. Web calls are Voxworks’ third call type, alongside Inbound and Outbound. In the Call Log’s Type column they show a computer-monitor icon with a Web tooltip, where phone calls show directional arrows. You’ll meet web calls when testing scripts — the In Browser option in the Test Call dialog places a web call, so you can talk to a script without using a phone. Web calls can also run on your own website, where a visitor clicks and talks to your assistant without ever seeing the Voxworks app. That path is a developer integration — see Embedded Web Calls for the API and example code. Everything on this page about how a web call behaves once connected applies there too. On the call itself, your assistant behaves exactly as it would on a phone call: the same script, voice, tools, and conversation behaviour. The differences are all in how the call starts, ends, and appears in your logs — which is what this page covers.

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Starting a web call

In the app, web calls start from the Test Call dialog, which opens from several places:
  • The Test Call button in the script editor header.
  • The Test Call row action on the Scripts page.
  • The Test Call button inside the New Call modal (enabled once you’ve selected a script).
In the dialog, under Call Options, choose In Browser (the alternative, My Phone, places a normal outbound phone call to your saved number — see Test Calls). The panel confirms: “The call will be initiated directly in your browser.” Click Start Call. A few things happen in quick succession:
  1. Your browser asks for microphone access — the first time, at least. The call can’t connect without it.
  2. The dialog shows “Loading…” while the call connects.
  3. The dialog shows “Connected” in green, with a “Browser call connected” toast, and your assistant starts talking.
Web calls don’t queue. Unlike outbound phone calls, which wait for their scheduled time and a free dispatch slot, a web call connects the moment you start it — there is no Scheduled or Queued stage.

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If the call won’t start

Web calls draw on your wallet like any other call. If your balance is too low, the call is rejected before it connects and you’ll see: “Insufficient wallet balance. Please top up your account to place calls.” Top up under Settings → Billing and try again. Other connection failures show as “Browser call failed:” with a short reason — a retry usually resolves a transient network issue.

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Ending a web call

A web call ends in one of three ways:
  • You click Hang Up — the red button that appears in the dialog while the call is active.
  • The assistant ends the call — the natural close after an exchanged goodbye, exactly as on a phone call.
  • The connection drops — closing the browser tab or losing your network ends the audio, and the platform finalises the call.
However the call ends, the usual post-call processing runs: the transcript is finalised, and the Call Analysis, Call Objectives and collected data all appear in Call Details shortly after.

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How web calls appear in the Call Log

Web calls sit in the same Call Log as everything else, with a few differences worth knowing: Statuses and end reasons themselves work the same way for every call type — see the Call Statuses reference.

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Who a web caller is

A browser call has no phone number, so web callers are recognised by the connection they call from:
  • A new web caller gets their own contact. They no longer all share one placeholder record for the team.
  • A returning web caller is matched back to the contact created for them the first time, so their calls build up a history in one place just like a phone contact’s.
  • If the link they used carries a specific contact, that contact is used instead, and their connection details are kept up to date on it.
You can rename these contacts, add details to them and use them anywhere a contact is used — see Contact records.

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Handing a web call to a human

A web call can be transferred to a person, exactly like a phone call. The human is dialled on one of your team’s phone numbers and joined to the browser caller, with the audio converted between browser and phone quality automatically. The outbound number is worked out once when the call starts — the script’s number first, then your team’s default number, then any number on the team. If none of those can be used, the transfer fails cleanly onto the script’s failure route rather than dialling out with a broken caller ID, so your script can say something sensible instead. See Live handoff for how to set this up, and Live Monitoring for triggering a handoff on a call already in progress.

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Recordings are MP4 files

Web-call recordings are saved as MP4 files, where phone-call recordings are MP3. In practice this changes very little:
  • The recording plays back in the same waveform player at the top of Call Details — press play as usual.
  • If you download the recording, you’ll get an .mp4 file rather than an .mp3. Any modern media player opens it.

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Web calls are never retried

Phone calls that don’t connect — voicemail, no answer, busy — can be retried, automatically in batches or manually via the API. Web calls are excluded from all of this:
  • No automatic retries. A web call only exists while your browser session does, so there is nothing for the platform to redial.
  • The retry API refuses them. Attempting to retry a web call through the Retry Call endpoint returns an error.
If a web call fails or ends early, simply start a new one — it connects in seconds and costs nothing extra to set up.

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Next Steps

  • Test Calls — the operational side of testing: In Browser vs My Phone, billing, and the Test badge in the Call Log.
  • Embedded Web Calls — put an agent on your own site: minting a session, the browser client, and example code in JavaScript, TypeScript and Python.
  • Call Details — the recording player, transcript, and analysis tabs where you review a finished web call.
  • Call Statuses, End Reasons & Outcomes Reference — the canonical reference for every status a call can carry.