> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kapso.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Calls

> Answer WhatsApp calls from the inbox

## 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](/docs/whatsapp/calling/overview) for the requirements.
3. Under **Incoming call answering**, choose an option.

| Option | Who answers |
| - | - |
| **Agent or integration** (default) | Your voice agent or integration. The inbox shows call activity, without answer controls. |
| **Agent with Inbox fallback** | Your agent stays on. While a call rings and the agent hasn't taken it, a teammate can answer. The first to answer gets the call. |
| **Inbox only** | Teammates. Voice agents don't launch, and integrations can't answer through Kapso. |

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.

## 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.

## 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](/docs/platform/inbox/embedded), 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.

## 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](/docs/whatsapp/calling/overview#choose-who-answers).


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