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Web & App Calls

Let customers start voice and video calls directly from your website or mobile app — no phone required.

Overview

Web & App Calls in Expertflow CX lets customers reach your contact center through a widget embedded in your website or mobile app. Using WebRTC, customers can start voice or video calls directly from their browser or app, and agents handle these calls in Agent Desk — just like phone calls.

This channel is ideal for digital-first customer engagement, video support, and in-app assistance.

How It's Different from Voice Calls


Voice Calls

Web & App Calls

Customer calls from

Phone (landline/mobile)

Website widget or mobile app

Connection

PSTN via SIP trunk

WebRTC (internet-based)

Video support

No

Yes

Screen sharing

No

Yes

Agent experience

Agent Desk

Agent Desk (same interface)

Both channels route through the same Media Server and CX Routing — agents handle calls the same way regardless of how the customer connected.

What You Can Configure

Customer Widget

  • Widget placement — Embed on your website or in your mobile app

  • Widget appearance — Customize colors, position, and branding

  • Call options — Enable voice only, video only, or both

  • Screen sharing — Allow customers to share their screen during calls or chat sessions.

Routing

  • Queue assignment — Route web/app calls to specific queues

  • Skills-based routing — Match calls to agents with relevant skills

Agent Capabilities

Agents handle Web & App Calls in Agent Desk with full controls:

  • Answer, hold, mute, end calls

  • Video on/off toggle

  • Screen sharing (view customer's screen)

  • Transfer and conference

How It Works

  1. Customer clicks the call button on your website or app

  2. Widget initiates a WebRTC connection to the Media Server

  3. If IVR or bot is configured, customer interacts with it first

  4. When agent is needed, CX Routing finds an available agent

  5. Agent receives alert in Agent Desk and answers

  6. Media Server bridges customer and agent (audio and/or video)

  7. After the call, agent completes wrap-up

Before You Begin

  • Expertflow CX deployed

  • Media Server deployed and configured for WebRTC

  • Customer Widget deployed on your website or app

  • Web & App Calls channel configured in Unified Admin

  • Agents assigned to appropriate queues/skills

Configuration Checklist

Step

Where

Deploy and configure Media Server for WebRTC

Media Server

Deploy Customer Widget on website/app

Your website or app

Configure Web & App Calls channel

Unified Admin

Define queues for web/app calls

Unified Admin

Assign skills to agents

Unified Admin → CX Routing

Configure widget appearance and options

Customer Widget settings

Where to Go Next

Topic

Description

Customer Widget Setup

How to embed and configure the widget

WebRTC Configuration

Configure Media Server for WebRTC

WebRTC to SIP

Bridge WebRTC calls to SIP endpoints

Agent Guide

How agents handle web and app calls

Voice Calls

Configure PSTN-based inbound and outbound calls

Current Limitations

For the full list and details, see Limitations.