CAAC now supports web-based voice calls. Agents can send a voice call invitation link within the conversation, allowing contacts to join an instant voice call by simply clicking the link.

This feature is suitable for the following scenarios:
    •    Customers need a real-time explanation or assistance
    •    Quick confirmation of information (e.g., orders, appointments, requirements)
    •    Situations where text-based communication is less efficient

🤩 Voice calls are conducted via browser-based internet calls—no phone dialing or additional software installation required.

# Start a Call

1. Click the "Call" icon in the chat

2. Send a voice call invitation: Edit the message and send it to the contact

⚠️ Each call invitation link can only be used once; it will automatically expire if unused after 1 hour

3. The contact clicks the link to join the call. CAAC will display an incoming call notification

The contact clicks the link and will be redirected to the call page
Once the contact joins the call, the system will notify you of an incoming call.

⚠️ Notification behavior may vary depending on your environment:

Web: When staying on the CAAC page, both visual and sound notifications will appear; if you are on another tab or application, a sound notification will still be triggered.

App: Incoming call screen and sound will only appear when you are actively using the CAAC app

4. Click "Accept" to join the call

If the call is not answered within 1 minute, it will be automatically ended, and the contact will see: "The agent received the call invitation but did not respond"
If the agent declines the call, the contact will see: "The agent is currently unavailable"

# Call AI Summary

After each voice call ends, CAAC automatically generates an AI call summary to help you quickly understand the key points of the conversation.

You can view the following information in the call record:

AI Summary: Highlights of the conversation
Transcript: Full text of the conversation
Call Recording: Playback of the entire call

> The AI summary is automatically generated and displayed after the call ends—no additional action required.

⚠️ The AI call summary shares the same usage quota as AI Copilot (AI Summary, AI Product Recommendation, etc.)

> You can also access the full call recording and transcript. The recording is available for download, while the transcript can only be viewed within the system and is currently not downloadable.

# FAQ

Q1: Why can't I answer the call / Why can't I hear audio during the call?

This is usually because the microphone permission is not enabled on your browser or device.

If you are using a computer, please follow these steps:

Open the following settings page in Chrome
Find the CAAC site and change the permission from Block to Allow
Refresh the page

If you are using a mobile device, please ensure the CAAC app has microphone permission enabled:

Q2: Can I handle multiple voice calls at the same time?

Currently not supported. If the agent is already on another call, new incoming calls will show: "The agent is busy"

Q3: Can I answer calls on mobile?

Yes. Agents can answer calls via CAAC App (mobile) or CAAC Web (desktop).

As long as you are logged into CAAC, you can receive and answer calls.