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Overview

Calling lets your team make and answer WhatsApp voice calls on your connected numbers straight from Periskope. Incoming calls pop up for your team, so anyone can pick up. Teammates can join a live call, and every call is saved to the Calls page with its recording, transcript and an AI summary.
Calling is an experimental feature. It’s available on every workspace: open Calls from the left sidebar to get started.
The Calls page, with the call list on the left and the selected call's details on the right

Calls page

Before you start:
  • A connected phone. Calls are placed and received on your connected WhatsApp numbers.
  • Microphone access. Allow Periskope to use your microphone when your browser or desktop app asks.
  • Voice calls with one contact. Group calls and video calls aren’t supported.
  • One call at a time. End the call you’re on before taking another one.

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Call history

The Calls page lists every call on your connected numbers, both incoming and outgoing. That includes calls answered in Periskope and calls answered on the phone itself. Calls are grouped by day, and each row shows:
Call history, grouped by day, with contact, org phone, handled by, status, duration and time for each call

Call history

A call can have one of these statuses:
  • Answered on Periskope: a teammate answered or placed the call in Periskope.
  • Answered on other device: the call was answered on the phone itself.
  • Missed: an incoming call that nobody answered.
  • Unanswered: an outgoing call the contact didn’t pick up.
To find a call:
  • Switch between All calls, Incoming, Outgoing and Missed from the menu at the top left.
  • Use Search calls to search by contact name, number or teammate.
  • Use the filter to narrow calls by org phone, assignee or labels, and the status filter to show only certain statuses.
  • Click Export to download the calls you’re viewing as a CSV file.
Click any call to open its details on the right. From there you can Create ticket, Open chat with the contact, or Make a call to call them back. The Overview tab shows when the call happened, how long it lasted and who handled it, and the People tab lists everyone who was on the call.

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How to make a call

You can start a call from three places:
  • Calls page: click New call at the top right.
  • A chat: open a 1:1 chat and click the phone icon (Start a voice call) in the chat header.
  • A past call: open a call on the Calls page and click Make a call.
1

Choose a contact

In the New call window, search your contacts by name or number, or type a new number. Periskope checks that the number is on WhatsApp.
2

Choose the phone to call from

Use the phone dropdown at the bottom to pick which connected number places the call.
3

Click Call

The call starts ringing. Click Cancel to stop it before the contact answers.
The New call window, searching contacts by name

New call

During a call you can Mute or Unmute your microphone, End for all to hang up, or Leave call to drop off while your teammates stay on with the customer. The floating Calls button stays on screen, so you can keep working in Periskope while you talk.
Teammates’ live calls show under In progress in the call popup. Click Join to join one, for example to help a teammate with a customer.
The call popup showing a teammate's call in progress, the teammate on the call, and a Join button

A teammate's call in progress, with Join

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How to enable call notifications

When a customer calls one of your connected numbers, a call popup opens with the caller and the phone they called. Click Answer to take the call in Periskope or Decline to reject it. If several calls come in at once, they’re listed together in the popup.
An incoming call popup with the caller, the phone they called, and buttons to silence, decline or answer

Incoming call

Each teammate chooses how calls reach them under Settings → Notifications → Calls:
  • Call notifications: shows popups for incoming and in-progress calls. It’s on by default. You can still place calls when it’s off.
  • Silence incoming calls: when enabled, all incoming calls are automatically silenced, but the notification popup keeps showing. It’s on by default. Turn it off to hear a ringtone for incoming calls.
  • Receive call notifications from: choose which of your connected phones notify you. Leave it empty to get notifications from every phone.
Settings, Notifications, Calls section with Call notifications, Silence incoming calls and Receive call notifications from

Call notification settings

You can also switch Call Notifications and Silence Incoming Calls on or off from the notification bell in the top bar.
The notification panel in the top bar, with the Calls section

Call switches in the notification panel

To quiet one call without declining it, click the bell icon on that call in the popup.

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Call recordings and transcripts

Calls taken or placed in Periskope are recorded. Open a call on the Calls page to see its recording and transcript on the right.
  • Call recording: play the call, skip to any point, or download it.
  • AI summary: a short summary of what the customer wanted and what was agreed, at the top of the Transcript tab.
  • Transcript: every line of the conversation, timestamped and credited to whoever said it, either the customer or the teammate by name. When several teammates are on a call, each of their lines is credited to them.
Call details with the recording player, the AI summary and the transcript

Recording, AI summary and transcript

The recording, transcript and summary appear a short while after the call ends. Calls answered on the phone itself, missed calls and unanswered calls have no recording.