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Choose who answers

Calls show up in their conversation as call bubbles on every number with Calling enabled. To answer them in the inbox, an owner or admin picks who answers the number’s calls:
  1. Open Phone numbers, select the number, and go to Settings.
  2. Turn on Calls. See Calling for the requirements.
  3. Under Incoming call answering, choose an option.
To use Inbox only, remove the number’s voice agent first. A new mode applies to new calls, not to calls that are already ringing.

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Answer a call

A ringing call shows a card in the caller’s conversation and Ringing in the conversation list, and rings in every open Kapso tab. Anyone who can reply in the conversation can answer it.
  • Answer asks for microphone access, then connects. The card counts down how long you have to answer; WhatsApp can end the call sooner.
  • Decline rejects the call.
  • Once connected, use Mute and Hang up.
You can take one call at a time. If a teammate answers first, the card shows who answered. More call actions on a ringing card has:
  • Send to teammate: only that teammate can answer for 20 seconds, then the call rings for the whole team again. The caller keeps hearing it ring.
  • Silence ringing: stops the sound without declining the call.
  • Call alert settings: turn on the Ringtone and Desktop alerts, and test the ringtone. Desktop alerts notify you when a call rings in a background tab.
Alerts work while a Kapso tab is open, even in the background. A closed browser gets no alert.

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Requirements

  • A current version of Chrome, Edge, Firefox, or Safari over HTTPS, and a microphone.
  • The app inbox or the standalone inbox, in its own tab. The embedded inbox, inbox access tokens, and iframes without microphone access can’t answer calls.
  • A network that allows WebRTC audio. If audio can’t connect, the call ends; check your network or VPN.
Hold, transferring an answered call, and calling customers from the inbox aren’t available.

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Calls your agent answers

On Agent or integration and Agent with Inbox fallback, a call your agent or integration answers shows In call in the conversation list and a read-only card with its duration. Kapso only sees answers sent through its Calling API, so a call your integration answers directly through Meta doesn’t show as in call. The inbox doesn’t carry the audio of these calls. For how integrations handle Inbox answering, see Choose who answers.