Run your business Beta
Voice calls
Facia has built-in voice calls: no extra app, no code, and nothing to host. They're voice only and never recorded.
#Turn them on
HQ → Settings → Features → Voice calls → Settings. Calls are off by default and not part of any bundle.
| Who can call whom | Default |
|---|---|
| Admins → clients | On |
| Agents → clients | On |
| Clients → team (rings everyone allowed; the first to answer takes it) | Off |
| Admins ↔ agents | On |
| Agents ↔ agents | On |
| Clients ↔ clients (by alias, from a group message) | Off |
Agents and managers also need the Make calls permission. Blocked and Spam clients can't call or be called.
#Where the call buttons are
- The phone icon in a support chat's header.
- Next to teammates in Chat info → Team.
- In a community group, long-press a message → Call Silver Fox, if clients ↔ clients is on. Only aliases are shown.
The chat gets a note for every call: "📞 Voice call · 3:12", "Missed voice call" or "Call declined". An incoming call rings for 45 seconds.
#During a call
- Microphone and speaker: pick which mic and speaker to use. Facia remembers the choice on that device, and follows plugged-in headsets or AirPods while you talk. Choosing a speaker works on computers (Chrome, Edge, Firefox). On phones, the phone decides between earpiece, speaker and Bluetooth.
- Mute and hang up from the lock screen and the browser's media controls, so you don't have to unlock your phone.
- "You're muted": a reminder pops up if you start talking while muted.
- Call quality: after a call, your team sees how it sounded on each side (clear, good, choppy at times or poor, e.g. "Client sound clear · Team sound choppy at times"), with the reason, such as sound lost or a slow connection. Only the team sees this. It's numbers only: calls are never recorded.
#Voice rooms
Turn on Group voice rooms in the same settings to get live audio rooms (🎙) in community groups and the Team chat.
- Hosts (your team) talk. Listeners (clients) listen and raise a hand.
- Hosts can Let them talk, Move to listeners or Remove.
- One room per chat, up to 3 live rooms per business at a time, 6 hours max.
- People per room: 25, 50 (default), 100 or 200. Talking at once: 3, 6 (default) or 10.
#Good to know
- On iPhone, an incoming call shows as a notification. Tap it to answer. Installing the app helps (see Notifications).
- If you embed Facia on your site, the frame needs
allow="microphone; autoplay"for calls to work. - Calls are private: other callers never see anyone's IP address.