# Calls in Inbox

EARLY ACCESS

Transform your customer communications with Inbox's powerful **Calls channel** This comprehensive calling solution combines traditional phone calls with modern WebRTC technology to deliver a flexible feature-rich contact center experience

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## What is Calls in Inbox?

**Calls in Inbox** is an integrated calling solution within the Inbox that enables your contact center to:

- Handle phone calls through traditional telephony and BYOC (Bring Your Own Carrier)
- Enable WebRTC calls for browser-based audio and video communication
- Support business calling through WhatsApp and Viber channels
- Manage call routing with intelligent queuing and agent assignment
- Provide omnichannel experience by combining calls with messaging

Getting started
To enable Calls in Inbox contact [Support](mailto:support@infobip.com) or your dedicated account manager

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## Key capabilities

### Audio and video calls

- High-quality audio calls using WebRTC technology
- Video calling with screen sharing capabilities
- Browser-based calling with no installation required
- Support for traditional phone calls through voice numbers

### Call management

- Intelligent call routing and queuing
- [Automatic agent assignment](https://www.infobip.com/docs/inbox/calls-in-inbox/set-up-calls#automatic-agent-assignment-for-calls) based on availability
- [Call recording and playback](https://www.infobip.com/docs/inbox/calls-in-inbox/set-up-calls#recordings)
- [Call transfer](https://www.infobip.com/docs/inbox/calls-in-inbox/set-up-calls#call-transfer) to agent queue or external number
- [Hold functionality](https://www.infobip.com/docs/inbox/calls-in-inbox/set-up-calls#on-hold-messages) with custom music and messages
- [Callback management](https://www.infobip.com/docs/inbox/calls-in-inbox/set-up-calls#callback) (automated and manual)

### Business calling channels

- [WhatsApp Business Calling](https://www.infobip.com/docs/inbox/calls-in-inbox/whatsapp-business-calling) Initiate and receive calls through WhatsApp
- [Viber Business Calling](https://www.infobip.com/docs/inbox/calls-in-inbox/viber-business-calling) Connect with customers via Viber calls
- Interactive call buttons within messaging conversations

### Agent features

- [Call links](https://www.infobip.com/docs/inbox/calls-in-inbox/agent-guide-for-calls#generate-call-link) for instant customer connection
- [Screen sharing](https://www.infobip.com/docs/inbox/calls-in-inbox/agent-guide-for-calls#screen-sharing) during video calls
- [Background blur and effects](https://www.infobip.com/docs/inbox/calls-in-inbox/agent-guide-for-calls#background-options-for-video-calls) for video
- [Dial pad](https://www.infobip.com/docs/inbox/calls-in-inbox/agent-guide-for-calls#dial-pad) for DTMF inputs (phone calls)
- [Wrap-up time](https://www.infobip.com/docs/inbox/calls-in-inbox/agent-guide-for-calls#call-wrap-up-window) for post-call activities
- Call quality feedback

This documentation is organized to help you quickly find the information you need

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## Call types comparison

| Feature | Phone calls | WebRTC calls |
| --- | --- | --- |
| Audio | ✓ | ✓ |
| Video | N/A | ✓ |
| Screen share | N/A | ✓ |
| Dialpad DTMF | ✓ | N/A |
| Call recording | ✓ | ✓ |
| Transfer and hold | ✓ | ✓ |
| Routing and queues | ✓ | ✓ |

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## Related resources

- [Inbox setup](https://www.infobip.com/docs/inbox/inbox-settings) General contact center configuration
- [Agent guide](https://www.infobip.com/docs/inbox/inbox-conversations) Complete agent documentation
- [Voice and video](https://www.infobip.com/docs/voice-and-video) Voice numbers and WebRTC configuration
- [Analytics](https://www.infobip.com/docs/insights-and-analytics/analytics) Call analytics and reporting

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