# Audio and video calls with a website visitor

Source: https://frosvo.com/docs/audio-video-calls
Updated: 2026-10-22

Start a voice or video call from any website chat with the phone and camera buttons. Learn what the visitor sees, how to control the call, and what to do when it will not connect.

Sometimes a conversation is quicker out loud. Frosvo can turn a text chat into a call without anyone leaving the page.

## Start a call

1. Open a **website chat** in the **Inbox**. The buttons are available on website chats, not on other channels.
2. Click the **phone** button for an audio call or the **camera** button for video.
3. The visitor sees a request to join and chooses whether to accept. While you wait, you can **Cancel the call**.

If the visitor declines you see "{name} declined the call." If nobody answers you see "No answer."

## During the call

The call window shows the visitor's video and your own camera. Use the buttons, or the keys:

- **Mute / Unmute** (press **M**)
- **Turn camera off / on** (press **V**)
- **Hang up** to end the call for both of you.

If you navigate elsewhere in the desk, the call stays in progress and you can **Rejoin** it. When it ends, the chat shows "Call ended." If the connection fails you see "The call dropped" with the reason.

## What the visitor needs

A current browser with a microphone, and a camera for video. The browser asks them for permission.

## When calls will not connect

- Ask the visitor to allow the microphone and camera in the browser.
- Open **Settings → Integrations** and read the **Calls** card. It says either that a relay (TURN) is set up, so calls get through strict office and mobile networks, or that none is set up, and some strict networks will block calls. A relay is configured on the server by the person who runs Frosvo.
- Try audio only if the connection is poor.
- Check that you are on a plan with calls: Essentials and above.

## Related tools

If you need to see what the visitor is looking at, ask to [co-browse their page](/docs/co-browsing). Phone systems such as Aircall and others can also log real phone calls into Frosvo, as described in [plugins](/docs/plugins).

For problems that are not about calls, see [troubleshooting](/docs/troubleshooting) and the [inbox guide](/docs/inbox).

## Common questions

### Which plans include calls?

Essentials and above. On other plans the call buttons are not available and Frosvo explains that calls come with Essentials.

### Does the visitor need to install anything?

No. Calls run in the browser. The visitor is asked to allow their microphone, and their camera for video.

### Why does a call fail on some office or mobile networks?

Strict networks can block direct connections. A relay server, called TURN, gets calls through them. The Calls card in Settings tells you whether one is set up.