With Whapiz calls, an agent calls the customer from their conversation in the CRM and talks through the computer's microphone or headset. The customer sees your business number. After the call, the recording, the transcript and the AI summary are saved on the customer's record, so the whole team knows what was said. Calls are outgoing: you call the customer from inside the system.
Switching it on and setting it up
The Whapiz team switches calls on for your account, and they run on your business's own Twilio account. Whapiz doesn't provide numbers or call minutes: the number and the charges for calls sit in your Twilio account. Email us at support@whapiz.com and we will help you connect. Once it is on, an admin finds the Voice page in the menu, under Management:
- Voice connections → Connect provider: connect the Twilio account, and Test connection to check it.
- In the Softphone card for browser calling with Twilio (its labels are in Hebrew), enter the browser-calling details and save them.
- The switches: Enable outgoing calls (without it there is no call button), Enable recording, Enable transcription, Enable AI analysis, and Process automatically when a call ends so every call is transcribed and analysed by itself. Transcription and analysis cost money, so you can keep them manual.
Call a customer
- Work from a computer, in Chrome or Edge, with a microphone or headset. On the first call the browser asks for microphone access; allow it.
- Open the customer's conversation in Tickets and click the phone button next to the message box (Call customer). Next to it there is a keypad for dialling another number.
- The call window shows the call status, a timer, and a recording marker while the call is being recorded. You can mute, turn on the speaker and hang up.
- When the call ends, a call summary panel opens: choose the call's outcome, write a note, create a follow-up task and save anything important to the customer's memory. The deal-closed button marks a sale and closes the open conversation, and the skip button closes the panel. The call window and this panel are shown in Hebrew.
Recording, transcript and AI summary
- Each call appears inside the customer's conversation as an Outgoing call card, with its length and the Recorded marker. Click it to open it.
- Listen to recording plays the recording. Create transcript produces a transcript, and Analyze call produces an AI Analysis: a summary, the customer's intent and sentiment.
- Clicking the customer's name at the top of the conversation opens the customer card, Contact Information. The Calls section lists every call with the customer, each with a Call analysis including a Summary and a Suggested follow-up. The Customer Memory section keeps details worth remembering, including AI suggestions waiting for your approval.
When a customer asks for the recording
Customers may ask to see the information your business keeps about them, and that includes a recording of a call with them. Here is how to find the recording, from a browser on a computer:
- Admins and supervisors: click Voice Intelligence in the menu and choose the Calls tab. Pick a range (up to 90 days) and look the customer up by name or number in the Search field.
- In the call's row, click Download recording. An audio file (MP3) is saved.
- For an older call: open the customer's conversation in Tickets, open the call card and click Listen to recording. The browser's player offers a download (in Chrome and Edge, in the player's ⋮ menu).
- Send the file to the customer yourself, in a secure way. The system has no public link to a recording.
Tips
- The system doesn't play the customer a message saying the call is recorded. We recommend telling them at the start of the call, and checking which rules apply to your business.
- The Search tab in Voice Intelligence searches transcripts, AI summaries and call notes. The call list also has Export CSV and Export Excel.
- Don't turn off the main switch on the Voice page: switching it back on is done by the Whapiz team.