Voice Calling
How to use in-app and bridge calling modes to communicate with customers
Voice Calling
SavvySolve provides two ways for solvers to make voice calls to customers: In-App (WebRTC) calling through your browser, and Bridge calling that connects your phone to the customer's phone.
Choosing Your Call Mode
You can set your preferred calling mode in your solver settings. Each mode has different trade-offs:
| Mode | Best For | Requirements |
|---|---|---|
| In-App (WebRTC) | Working from a computer with headset | Browser with microphone access |
| Bridge | Working from anywhere, prefer using your phone | Personal phone number in settings |
In-app calling is the default and recommended mode. It keeps all communication within the platform and doesn't require sharing your personal phone number.
In-App Calling (WebRTC)
In-app calling uses your computer's microphone and speakers (or headset) to talk directly through the browser.
Grant Microphone Permission
When you first use in-app calling, your browser will ask for microphone access. Click Allow to enable voice calls.
Start a Call
From the session interface, click the Call button in the header. The system will:
- Connect to Telnyx's WebRTC service
- Dial the customer's phone number
- Show call status (Connecting → Ringing → Active)
During the Call
While on a call, you'll see:
- Audio level indicators - Visual bars showing your microphone level and the customer's audio level
- Mute button - Toggle your microphone on/off
- End call button - Hang up the call
- Duration - Time elapsed since the call connected
End the Call
Click the red End Call button to hang up. The call status will change to "Ended" and the duration will be recorded in the session.
Troubleshooting WebRTC
If you're having issues with in-app calling:
- No audio from customer - Check your speaker/headphone volume and ensure the correct output device is selected
- Customer can't hear you - Check that your microphone isn't muted (both in the app and in your system settings)
- Call won't connect - Try refreshing the page to reconnect the WebRTC client
- "Microphone access denied" - Click the lock icon in your browser's address bar and allow microphone access
Bridge Calling
Bridge mode connects your personal phone to the customer's phone through Telnyx. This is useful when you prefer using your mobile phone or don't have a reliable computer audio setup.
Configure Your Phone Number
Before using bridge mode, add your phone number in Settings → Call Preference. Select "Bridge" mode and enter your mobile number.
Start a Call
From the session interface, click the Call button. The system will:
- Call your phone first
- Once you answer, dial the customer
- Bridge both calls together
Answer Your Phone
When you initiate a call, your phone will ring. Answer it to connect to the customer.
Make sure to answer quickly! If you don't pick up within 30 seconds, the call attempt will fail.
End the Call
Either party can hang up to end the call. The duration is automatically recorded.
Call Status Indicators
The session interface shows real-time call status:
| Status | Meaning |
|---|---|
| Idle | No call in progress |
| Connecting | Setting up WebRTC connection (in-app mode) |
| Initiating | Call is being placed |
| Ringing | Customer's phone is ringing |
| Active | Call is connected |
| Ended | Call has finished |
| Error | Something went wrong |
Audio Level Indicators
During active calls, you'll see two audio level indicators:
- Mic (left) - Shows your microphone input level. If the bars aren't moving when you speak, check your microphone settings.
- Speaker (right) - Shows the customer's audio level. If you see movement but hear nothing, check your speaker/headphone settings.
These indicators help you quickly diagnose audio issues without asking "can you hear me?"
Best Practices
- Use a headset - Reduces echo and background noise for both parties
- Test before sessions - Make a test call to verify your audio setup works
- Check customer phone - Ensure the ticket has a valid phone number before starting
- Quiet environment - Find a quiet space for calls to ensure clear communication
Related Documentation
- Telnyx Integration - Technical details on voice implementation
- Session Interface - Full session workspace documentation