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.

Start a call from a conversation

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

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.

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

Share your screen during a call

Crisp also supports screen sharing during audio or video calls.

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.

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.

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.

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?

Updated on: 19/04/2026