> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.crisp.chat/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How does video and audio chat work

*Use audio and video calls to talk directly with visitors while they are active on your website.*

Crisp lets agents start browser-based audio or video calls from a conversation when the visitor is online and supported by a compatible setup. This can be useful for troubleshooting, guided onboarding, or any situation where text is too slow.

| Audio and video calls are available from Crisp Essentials.

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# ${color}[#0080dd](Start a call from a conversation)

Calls are launched directly from the conversation header in the Inbox.

#### ${color}[#445055](How to start a call)

1. Open or resume a conversation with the visitor.
2. Click the **call** button in the top bar of the conversation.
3. Wait for the visitor to accept the call request in their browser.
4. Start speaking once the connection is established.

![Start an audio or video call from the conversation header](https://storage.crisp.chat/users/helpdesk/website/-/8/7/a/e/87ae2703583ac800/cleanshot-2026-01-29-at-161627_pei09i.png =1000xauto)

![Visitor receives the incoming call request in the chat widget](https://storage.crisp.chat/users/helpdesk/website/-/8/7/a/e/87ae2703583ac800/cleanshot-2026-01-29-at-161833_mv5868.png =1000xauto)

![Audio and video call active between the agent and the visitor](https://storage.crisp.chat/users/helpdesk/website/-JzqEmX56venQuQw4YV8/b2597745-219f-48ce-9f60-ba551ce7b00e.jpeg =1000xauto)

During the call, either side can mute audio, disable video, or end the session at any time.

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# ${color}[#0080dd](Share your screen during a call)

Crisp also supports screen sharing during audio or video calls.

![Start a screen-sharing session during a call](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/screenshot-2020-12-18-at-11264_1farayq.png =1000xauto)

This is especially useful when you need to walk a customer through a setup, point to a specific element on screen, or understand where they are getting stuck.

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# ${color}[#0080dd](Check the technical requirements)

If the call button is unavailable or blurred, there is usually a technical reason behind it.

__The most common requirements are:__
* The visitor must currently be online
* The visitor's browser must support WebRTC
* Your own browser must support WebRTC too
* The website must be served over **HTTPS**

Browsers that do not support in-browser calling may block the feature. In those cases, Crisp Desktop apps can help on the agent side.

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# ${color}[#0080dd](Know what Crisp does and does not support)

Crisp supports in-widget audio and video calls between agents and website visitors.

__This means:__
* **Supported** → browser-based audio and video calls inside the Crisp chat widget
* **Supported** → screen sharing during a call
* **Not supported** → regular phone numbers or standard phone calls
* **Not supported** → WhatsApp voice or video calls

If you need phone support, use a telephony integration such as **Aircall** or **Ringover**.

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# ${color}[#0080dd](Security and troubleshooting)

Audio and video streams are encrypted end to end by the browser layer used for the call.

If calls fail to initialize or drop unexpectedly, review the usual suspects first.

__Common causes of call issues include:__
* The website is not using **HTTPS**
* Temporary network issues on either side
* Incompatible browser codecs
* Insufficient network bandwidth
* Firewall or network policies blocking the connection

If you only need to exchange files or screenshots instead of starting a call, see [Which file extensions and sizes can I upload to Crisp?](https://help.crisp.chat/en/article/which-file-extensions-and-sizes-can-i-upload-to-crisp-ubuxcu/)