Phone
RolChat does not sell minutes or numbers. It is the software layer: agents take and make calls in the browser, and the carrier is one you choose. Every call becomes a conversation with channel = phone, so call events, recordings and transcripts sit in the same timeline as chats.
Connecting telephony
Section titled “Connecting telephony”Three ways, in Settings → Phone:
- Provider marketplace. Pick from 21 adapters (Twilio, Telnyx, Bandwidth, Vonage, Sinch, Plivo, MessageBird, Datagroup and more), pay the provider directly, paste the API keys. Several providers can be active at once with per-number binding, a priority list with failover (the default) or a rules builder.
- Generic SIP trunk. Any carrier that gives you a SIP server, username, password and a number: local business operators in the US, Europe or Ukraine included. The wizard explains what to ask your operator for.
- Built-in numbers. RolChat provisions numbers and minutes and bills them on your invoice. No keys to manage. Billed from activation; the trial does not cover it.
Bringing your own number from another carrier is a six-step porting wizard (Owner only) with a generated letter of authorisation.
Before the first call the Owner must choose a recording policy: off (the default), opt-in per call, or record everything with a compliance announcement. Calls are refused until the choice is made.
Inbound calls
Section titled “Inbound calls”- Working hours are checked; outside them the out-of-hours path runs (voicemail or an IVR branch).
- If the number has an IVR, it runs.
- The call enters a queue and an agent is looked for: round-robin, fewest calls, or skills.
- No agent within the maximum wait (300 seconds by default): overflow to another queue, voicemail, an external number or hang-up.
- The chosen agent rings for 30 seconds, then the next one.
Every available agent sees a popup with the caller’s name and number, how many times they called before, the queue, the wait time and a pre-call briefing: matching contact, plan and tags, last conversation, open tickets, recent calls and a suggested script.
During a call
Section titled “During a call”A floating panel shows the contact, number and timer with mute, hold, transfer, conference, DTMF keypad, notes and hang-up. Managers also get whisper (talk to the agent, the customer does not hear) and barge-in (join as a third party). Notes typed during the call are saved to the conversation.
- Blind transfer hands the customer over immediately, with a three-second undo. Warm transfer puts the customer on hold, lets you brief the target, then complete or cancel. Targets: an agent, a queue or an external number; agents who are busy are shown but disabled.
- Conference adds agents, external numbers or CRM contacts, up to 3, 5 or 10 participants depending on the plan.
- Parallel calls are off by default; when enabled an agent can hold one call and accept a second.
After a call
Section titled “After a call”A wrap-up screen (30 seconds by default, extendable) asks for the call topic, the disposition (resolved, callback, escalation, other) and notes; the agent’s status goes busy → wrap-up → available. Outbound calls require a topic before dialling.
Recordings are stored per your policy and retention (90 days by default, with legal hold), transcribed automatically with your speech-to-text provider, and the transcript is attached to the conversation and the contact. Call scoring rates each completed call 1–10 against the topic; Managers can override a score, and automation can react to low scores (for example open a ticket for a complaint scored under 6).
A visual builder: menu nodes with DTMF options, announcements, working-hours checks, queue hand-offs, voicemail, callbacks, an AI auto-attendant node, and digit collection for account numbers. Owners and Admins edit IVR and queues.
Voicemail
Section titled “Voicemail”A voicemail creates an open conversation with a player in the timeline and notifies the queue. Voicemail never creates a ticket by itself; the agent decides.
Callback widget
Section titled “Callback widget”Visitors can leave a number in the widget; RolChat calls the agent first, then the customer (double dial).
Call tracking
Section titled “Call tracking”Dynamic number insertion shows a different number per traffic source so that calls are attributed to the campaign that brought the visitor. Configured in Settings → Phone → Call tracking.
Reports
Section titled “Reports”The Phone dashboard covers total calls, answer rate, average talk time, queue wait, volume by hour and by queue, and a table per agent.