Voice
A phone call is part of the conversation, not a separate system
The phone joins the same inbox and customer record as WhatsApp and email. An AI voice agent answers with your business’s knowledge and tools, reps answer in the browser with a briefing on the caller, and every call ends with a summary, tasks and a follow-up.
Capabilities marked “Soon” on this page are being built now and will be available to everyone later. This is how they’ll work once they ship. Everything new
What the contact centre does today
Why it matters
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No call falls through the cracks
A missed call gets a WhatsApp or SMS follow-up, and a task to call the customer back opens by itself.
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The agent knows who’s calling
From the start of the call, the AI agent knows the caller: who they are, what happened last time and what’s still open.
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Every call is kept like a message
A summary, action items and a searchable transcript, on the customer record next to their chats.
What’s inside
Capabilities
- Soon
AI voice agents with your tools and knowledge
The tools and knowledge your chat robots use work on the phone too: check an order, book an appointment or answer from your knowledge base. A tool that needs approval doesn’t run right away, and the agent tells the caller the request went for approval.
- The same knowledge base as in chat
- Tools meant for reps only stay out of the agent’s reach
- A tool waiting for a manager’s approval: the agent tells the caller out loud
- Set up in the robot’s Voice tab
- Soon
Caller context from the first second
When the call starts, the agent gets what MoreSend knows about the caller: name, stage, recent conversations and what’s waiting. The customer doesn’t have to explain everything again.
- The caller recognised by their number
- Their recent conversations on every channel
- Stage, tags and open tasks
- Soon
Handoff and routing for every number
Each phone number gets its own rules: who answers during opening hours and after, where VIP customers go, and which language to speak. When a person is needed, the agent hands over to a team queue or another number.
- Routing by hours, VIP and language
- What happens when the queue is full
- Handoff to a queue, a team or a phone number
- Transfer to a teammate mid-call, from the browser
- Soon
A browser softphone with a 5-second briefing
Reps answer and dial from inside MoreSend, with no desk phone. When a call comes in, a short briefing pops up: who’s calling, how they know you, what they need and what to do next.
- One-click calling from any chat and any customer record
- A do-not-call and consent check before dialling
- An incoming-call alert on any screen
- Wrap-up with an outcome and notes
- Available
Summaries, action items and searchable transcripts
Every call ends with a card: a summary, action items that become tasks in one click, and the full transcript. Search for a word and jump to the moment it was said.
- A Calls tab on the customer record
- Transcript search from the global search, once you switch it on
- Voicemail and faxes show up as cards in the conversation
- Call history and a Voice tab on the dashboard
- Available
Follow-ups after a call
A missed call, a voicemail or the end of a call can send the customer a WhatsApp or SMS message, after a delay you set. The robot carries on from there, and it all stays with the same customer.
- Rules for missed calls, voicemail and the end of a call
- Quiet hours, Shabbat, do-not-call and opt-outs are respected
- Outside WhatsApp’s 24-hour window, an approved template goes out
- Call events that start a Studio flow
- Soon
“Call me now” from any chat
A customer on WhatsApp or your site chat taps “Call me”, or simply writes that they’d rather talk. An AI voice agent calls them within seconds and opens with the context: “Hi Dana, about the express delivery upgrade you asked about…”. The customer doesn’t repeat anything, and the call is logged in the same thread.
- A “Call me” button, or a request in words, in Hebrew or English
- A short summary of the chat goes to the voice agent, not the whole thread
- Outside business hours and on Shabbat, a callback is scheduled instead
- On your site chat, the robot asks for a phone number first
- Soon
WhatsApp voice notes
A customer sends a voice note from the car, and the robot understands it: it’s transcribed, added to the chat as text, and the robot answers it like any other message. You can also reply with a voice note, in your brand’s voice.
- A transcript under every voice note
- The robot waits for the transcript before it replies
- A voice reply on WhatsApp within the 24-hour window, if you turn it on
- A usage cap and a monthly budget for each workspace
- Soon
WhatsApp calls inside the chat
A customer taps the call button in your business’s WhatsApp, and an AI voice agent or a rep answers, as you set for each number. The call is filed in the same WhatsApp chat as a bubble with a summary and transcript, plus the recording when recording is on. The whole history with the customer, messages and calls, is in one place.
- An AI agent or a rep in the browser answers, as set for each number
- Calling hours that follow the Israeli calendar, Shabbat and holidays included, or voicemail instead
- A missed call shows up in the chat, and you can call back from there
- Studio triggers for a WhatsApp call that ended or was missed
- Soon
Call back on WhatsApp, with the customer’s permission
A rep or an AI voice agent calls the customer on WhatsApp only after the customer allowed it. Ask for permission with a tap from the chat, or send the customer a call button they tap whenever it suits them. This call is filed in the same chat too, with its summary and transcript.
- A “Call on WhatsApp” button in the chat, for a rep or the AI agent
- Permission requests are limited in how often you can send them, and you see when you can ask again
- A warning before calling again after calls that went unanswered
- The list of people who asked not to be called is checked before every call
How it works
From setup to results
- 1
Connect your line
Connect your business phone line and assign numbers to teams and agents.
- 2
Decide who answers
Rules for each number: hours, VIP, language and where calls go.
- 3
Answer in the browser or with AI
The voice agent or a rep answers, with full context on the caller.
- 4
The summary is saved, the follow-up goes out
A summary, tasks and a follow-up land on the customer record.
Control, safeguards and privacy
- Fine-grained call permissions: each team member sees only the calls they’re allowed to
- Call summaries are stored encrypted
- Transcript search is off until you switch it on, and its index is deleted when you switch it off
- Sensitive tools on the phone wait for approval, just as in chat
- Numbers that asked not to be called are never called
- Voice-note transcripts are stored encrypted
- A WhatsApp call goes out only to a customer who allowed it, and permission requests are limited
- Recording WhatsApp calls is a setting for each number, and comes with a disclosure to the caller that you can edit
Works with
Connections that fit in here. One marked “Soon” plugs in as soon as it ships.
More in MoreSend
- Campaigns Every customer gets the message on the channel they actually read, at an hour that suits them, and only if they agreed to hear from you.
- Leads and growth Soon A comment on a post becomes a private conversation, an ad lead gets a WhatsApp within a minute, your site chat reaches out at the right moment, happy customers bring friends, and you see the revenue each conversation brought.
- Smart inbox Soon Live translation in the chat, a ⌘K command bar and macros, snooze until the customer replies, internal threads and side conversations, the next step in one click, and an automatic wrap-up to the lead record.
- Studio Soon Build a flow from a plain-language description or start from a ready-made pack for your industry, test it on AI customers and real past conversations, and roll it out gradually.
- Robot knowledge Soon The robot learns your whole website, your files and what’s written in Google Drive, Notion, SharePoint and Confluence, stays up to date by itself, and shows where each answer came from.
- AI control Soon Rules the robot won’t cross, clear disclosure to customers, a monthly trust report, an explanation for every reply, and coaching the robot in a single sentence.
- AI assistant Soon An assistant that knows which screen you’re on, answers from the help centre, guides you on the screen itself and acts only with your approval.
- Commerce and payments Soon Sell inside the conversation: product cards, a cart, payment by secure link, quotes signed on the phone, and a personal page where customers see their quotes and payments.
- Bookings Soon A built-in calendar: the robot books, moves and cancels appointments on WhatsApp and by phone, sends a reminder with “1” to confirm and “2” to change, syncs with Google and Outlook, and never books two customers into the same slot.
- Team operations Soon Every conversation reaches the right rep, service targets and shifts that know the Israeli calendar, a live board for the office screen, and QA that turns into coaching.
- API and MCP Soon Your AI assistant or IDE works with MoreSend through an MCP server: find a customer, read a conversation summary, create a lead and send a message, with scoped API keys.
- Agencies and partners Soon One console for every client you manage: client workspaces, usage and channel health at a glance, alerts when something breaks, and support access only with the client’s consent.
Want to see how it would look for you?
In a short demo we’ll show you what works today, and how the new capabilities will fit into your work.