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

Customer clicks the call button on your website or app
Widget initiates a WebRTC connection to the Media Server
If IVR or bot is configured, customer interacts with it first
When agent is needed, CX Routing finds an available agent
Agent receives alert in Agent Desk and answers
Media Server bridges customer and agent (audio and/or video)
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.