Telephony
Click-to-call from your website
Click-to-call is a button on your web pages: a visitor clicks it and talks to your team right from the browser, without dialing a number. The call runs over the internet via WebRTC, so you don't pay per-minute charges the way you do for a toll-free number. The call lands in the same CONTACT.WORK queues as regular calls, and the agent sees right away where the customer came from.
Button“Call”visibleCallno dialing1 clickConnectionover the internetin progressAgentAnnaconnectedTools
What click-to-call can do
Examples
Who needs click-to-call
Three cases where a Call button pays off most.
A product question right from the page
A shopper isn't sure about the size or delivery time and clicks Call right on the product page. The call goes to sales, and before saying hello, the rep already sees the product the shopper is viewing and the ad that brought them in.
- Product on the rep's screen
- Straight to sales
- Ad data in the CRM
Productsectional sofaopenQuestiondelivery timescallQueue"Sales"rep MikeSourceadsin CRMA call from the customer portal
A customer opens their portal and calls support with the button on the page. The agent already sees their name, contract number, and inquiry history, so there's no need to confirm the phone number or verify who's on the line.
- Customer already identified
- No verification questions
- History on screen
CustomerJ. Smithsigned inContract№ 4521activeCallto supportansweredHistory3 ticketson screenNo roaming charges
A traveler or a customer in another country calls from your site over hotel Wi-Fi. Neither they nor your company pays for an international call, and the same team that serves your domestic customers takes it.
- No roaming fees
- Over any Wi-Fi
- Same team
NetworkHotel Wi-FiinternetRoamingnot needed$0Queue"Support"like a US callAgentMariaconnectedYou can add the same button to your company's mobile app.
How it works
How click-to-call works
WebRTC
Call technology
The button is built on WebRTC, a communications standard built into browsers. When a visitor clicks it, they allow microphone access, and their voice goes to our server encrypted. No apps or extensions to install, so the call works just as well from a computer as from a smartphone.
- Built into the browser
- Microphone permission
- Encrypted audio
StandardWebRTCbuilt inMicrophoneallowedon clickSoundencryptedSRTPArchitecturesmartphoneno appRouting
Where the call goes
The server takes the call like any inbound call and queues it by rules – by site section, specific page, or time of day. The page URL and ad tags come with the call: the agent sees them during the conversation, and then they stay in the CRM.
- Queue by section
- Ad tags
- Data saved
Sectioncatalog"Sales"Sectionhelp"Support"Tagsutm_sourcedeliveredCRMsourcesavedAfter hours
When agents are off
At night and on weekends, visitors still get an answer. They can leave a phone number and get a call back in the morning, or, if a voice AI consultant is connected, start talking to it right away. Agents get the callback request tagged with the page it came from.
- Callback in the morning
- Talk to AI
- Page tag
AgentsofflinenightButtoncallback requestreceivedAIconsultantif enabledMorningcallbackwith page tagLaunch
How we connect you
- 01PlacementWe decide which pages and which app need the Call button – wherever buyers hesitate.
- 02QueuesWe set which queue each site section routes to, so the person who answers knows the topic.
- 03ButtonWe prepare the embed code and style the button to match your site so it looks like part of the page.
- 04TagsWe link calls to your ad campaigns and your CRM – you see which ads bring in callers.
- 05After hoursWe decide what visitors see at night and on holidays: a callback form or an offer to call back in the morning.
- 06TestingWe place test calls from a computer and a smartphone and match each call against the platform report.
Cost
Toll-free number vs. a Call button
| Click-to-call | Toll-free line | |
|---|---|---|
| Minutes | Go over the internet | Paid by your company |
| For the customer | Click one button | Find the number and dial |
| Source | You see what brought them in | Unknown |
| From abroad | Like a call from the next town | Expensive or unavailable |
| Who's calling | Logged in to the portal – already identified | Has to be identified and verified |
| Routing | Straight to the right team | Press a digit first |
Requirements
What you'll need
Preparation
What to decide up front
Q&A
Frequently asked questions
How does a customer call from the website?
They click Call, allow the microphone, and talk to an agent: from a computer through a headset or speakers, from a smartphone like a regular phone call.
Does the customer need to install anything?
No. The call runs on WebRTC, which Chrome, Safari, Firefox, and other modern browsers support on both computers and smartphones.
How much does a website call cost the company?
You don't pay for inbound minutes the way you do on a toll-free line: the voice travels over the internet. The module has no license or subscription fee; connection and setup are billed in support plan hours.
What does the agent see on a website call?
The page the call came from, the ad campaign, and the search phrase – and, if the visitor is logged in, their name and inquiry history.
What does the visitor hear if all agents are busy?
The same as on a regular call: music and their place in the queue. The conversation starts as soon as an agent is free.
Does the button work in a mobile app?
It does: there's an SDK for iOS and Android apps, and your regular agents take the calls from the app.
Are website calls recorded?
They are, just like regular calls. Before the conversation, the customer hears a short recording notice.
Does the site need HTTPS?
It does: browsers allow the microphone only on secure sites. Most sites already use HTTPS.
What if the visitor has no microphone?
There's a chat next to the Call button: the visitor can message an agent, and the agent sees it in the same window as calls.
Is the button protected from bots?
The platform limits the number of calls from one device, so no one can flood the button with fake calls.
Can I change how the button looks?
You can set the color, label, position, and which sections show it when we connect it.
Will marketers see calls in Google Analytics?
Each website call is sent to Google Analytics as a conversion, so you can evaluate ads by both calls and form submissions.
How is click-to-call different from a callback request?
With a callback request, the visitor leaves a number and waits: an agent calls later, and by then the customer may not answer. Click-to-call connects right away, while the question is still fresh. You can place both buttons side by side so visitors choose whether to talk now or ask for a callback at a convenient time.
Glossary
Terms on this page
- Callback
- The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
- WebRTC
- Calls right from the browser, with nothing to install. Learn more →
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. Learn more →
- Encryption
- Encrypted data can't be read without the key. Learn more →
- Customer portal
- A secure area of the website where customers track their requests. Learn more →
- SDK (software development kit)
- A set of prebuilt libraries for developers. Learn more →
- Softphone
- A phone app that runs on a computer or in a browser. Learn more →
- SIP (Session Initiation Protocol)
- The protocol that sets up calls in IP telephony. Learn more →
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
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