Voice

Make phone support part of the same workspace as your contacts, tickets, and follow-up work.

What is FyneDesk Voice?

FyneDesk Voice lets voice-enabled agents make and receive customer calls from the desktop browser. The Phone workspace combines availability, recent calls, search, a dial pad, call notes, follow-up details, and ticket actions in one place.

Voice is a paid add-on for Pro, Business, and Enterprise arrangements. An administrator connects the organization’s Twilio account, enables Voice, and assigns a Voice seat to each agent who needs to call.

The call record comes first A call can keep its own outcome, title, notes, contact, and follow-up date even when it does not need a ticket. If the conversation becomes support work, you can link an existing ticket or create a new one without losing that context.

Open the Phone workspace

1 Open Live, then choose the Phone tab.
2 Check the status banner. Registered means this browser is connected to the phone network.
3 Set yourself to Available when you are ready for inbound calls. Phone availability is separate from chat availability.

The call list can be filtered to All calls, Missed, or Voicemail. Use the search box to find a contact, phone number, or related ticket.

Make a call

In New call, search for a contact or enter a phone number. Matching contacts appear without covering the dial pad, so you can choose a known person or keep dialing a new number. Select Call when the number is ready.

You can also start a call from supported contact and ticket actions. When a call begins from a ticket, FyneDesk carries that ticket into the call record instead of trying to guess which open ticket the call belongs to.

Review and wrap up a call

Select a call from the list to open its record. After the conversation, capture the details another agent will need:

Outcome: record whether the call was completed, missed, reached voicemail, or had another result.
Title: give the conversation a short, searchable subject.
Notes: summarize what happened, what was promised, and the next useful step.
Contact: connect the call to the person your team supports.
Follow-up: mark that more work is needed and choose a date when appropriate.

Notes stay with the selected call Opening a call shows the wrap-up saved for that exact conversation. This gives the team a reliable history for the number instead of one loose note that changes when another call happens.

Connect a call to a ticket

Use the call record to search for and link an existing ticket, or choose Create ticket when the conversation needs tracked work. FyneDesk can carry the call title and notes into the new ticket so you do not need to retype the conversation.

If the phone number is not already in Contacts, FyneDesk can use a phone contact for that requester when the ticket is created. The new ticket keeps a real requester instead of an empty contact, and future calls from the same number are easier to recognize.

Find call history from Contacts

Calls linked to a contact appear in that contact’s activity alongside other support history. Agents can see recent outcomes and notes before starting the next conversation. When Fyne AI assistance is used in a relevant support workflow, this saved call context can help it understand what has already happened.

Choose and test audio devices

Select Audio from the Phone status bar to choose a microphone, speaker, and ringtone output. The choices are saved on the current device.

Test microphone shows only microphone input, so room noise or the speaker test does not confuse the result.
Test speaker plays the FyneDesk sound check on a loop until you stop it or close Audio devices.
You can change the microphone or speaker while its test is running to compare available devices immediately.
If the selected microphone reports that it is muted or produces no useful signal, FyneDesk shows a warning. Some laptop hardware mute controls may be visible to the browser only as silence.

Use the floating phone

Open Preferences in the Phone workspace to turn on the floating phone. It keeps a compact dialer available while you work elsewhere in FyneDesk. Drag it to a convenient position; that position is remembered on the current device.

Recording and consent

Call recording is optional and remains an administrator decision. Recording stays off until an admin confirms the organization’s consent setup and chooses a recording policy. When enabled, callers hear the configured consent announcement before recording begins, and authorized users can access the recording from the related support history.

Confirm local requirements Recording and consent rules vary by location and situation. Your organization is responsible for choosing an appropriate announcement and policy before enabling recording.

Frequently asked questions

Does every call create a ticket?

No. Every call can keep its own useful record. Create or link a ticket only when the conversation needs tracked support work.

What happens after a missed call?

The call remains visible in the Missed filter so an agent can review the number, add context, schedule follow-up, or create a ticket.

Why can’t I receive calls?

Confirm that this browser shows Registered, your phone status is Available, and your organization has assigned you an active Voice seat. Then use the separate microphone and speaker tests to check the selected devices.

Do device choices follow me to another computer?

No. Audio devices, the floating-phone preference, and its position are saved for the current browser and device so each workstation can use its own setup.

Open the Phone workspace →