Voice & Call Center
"Omnichannel" that hangs up on callers isn’t omnichannel
ConnectWiz answers WhatsApp calls, Messenger calls and real phone lines in the same workspace as your messages — with IVR, transfers, recording and live captions. The customer history is right there, because it’s the same customer.
Full call stack
Everything between "ring" and "resolved"
Browser softphone
Answer, dial and transfer from any tab — WebRTC under the hood, a dialpad on top. The mobile app rings with native call UI when you’re away.
IVR & smart greetings
Menu trees, department routing, business-hours greetings and out-of-hours voicemail — configured per line, in minutes, no telecom engineer required.
Hold & consultative transfer
Put callers on hold, consult a teammate privately, then hand the call over warm — the customer never repeats themselves.
Recording, by the rules
Per-line recording with policy-aware announcements and configurable caps. Recordings attach to the conversation, not a separate archive.
Live captions
Real-time transcription while the call is happening — follow along, paste snippets into notes, never mishear an order number again.
Searchable transcripts
Every call becomes text you can search, quote and audit — sitting in the same thread as the customer’s chats and emails.
Three ways to ring
Four ways a call reaches you
WhatsApp Calling
Customers tap the call button on your WhatsApp Business profile — your team answers in the browser. Inbound and outbound, with call events wired into the 24-hour messaging window.
Messenger calls
Inbound Messenger calls are answered with the same five-step flow as WhatsApp — same IVR, same greetings, same recording rules. One call center, many doors.
PSTN — real numbers
A SIP trunk (NetGSM, live both directions) or a physical GSM gateway brings your existing number inside — inbound and outbound, provider-agnostic. One honest warning shown up front: the trunk switch at the carrier is one-way.
Web calls from your site
Visitors call straight from the chat widget — browser to browser, no phone number in between. Off by default, because a phone nobody answers is worse than no phone.
Voice AI — live
Wiz answers the phone now. With the safety on.
An AI voice agent that speaks with callers on your phone lines — built on realtime speech models, and wrapped in more discipline than any demo you’ve seen.
Real speech, realtime
Wiz converses on live calls over OpenAI’s realtime speech stack — callers can interrupt mid-sentence and it adapts, like a person. Phone lines first: WhatsApp and Messenger call audio uses a different codec profile, and we don’t resample quality away.
One activation rule — from four choices
Always · after hours · when no agent is available · on queue overflow — you pick exactly when the AI picks up, as one explicit rule instead of a pile of toggles.
Announcement first, always
The caller hears the disclosure before the AI says a word — with delivery proof recorded, EU AI Act-grade. If no human could possibly take over, the AI doesn’t answer at all.
Takeover, both directions
Agents seize a live AI call with one button — in the panel and the mobile app — and the AI escalates itself on request, on turn limits, or on budget. Same call, no redial.
Budget, fail-closed
Hard per-call duration caps and a worst-case wallet check before the session even opens — an unpriced or unaffordable AI call refuses to start instead of surprising your invoice.
Starts from a scenario
Five ready templates — clinic, hotel, insurance, e-commerce, support — so your assistant begins from a working script, not an empty prompt. And it can act: sending the caller a WhatsApp message, locked to that caller only.
Queue ops & outbound
The unglamorous parts, done properly
Callback instead of hold music
Long queue? Callers press one and keep their place as a callback — offered only where the carrier can actually receive the keypress, refused honestly where it can’t.
Voicemail & missed-call rescue
Our own voicemail covers the lines Meta’s can’t, and missed calls can trigger a follow-up message plus a callback-queue entry — both off by default, because auto-messaging someone who just hung up is a choice, not a given.
IVR trees & extensions
Three-level menus whose keys route to departments, announcements, an HTTP lookup — or the AI. Internal extensions ring exactly who they name, never silently widening to everyone.
Outbound campaigns that pace themselves
AI call campaigns dial like a pump, not a scheduler — filling only free concurrency slots, re-checking consent at the moment of each dial, and refusing to dial at all when capacity is unknown rather than inventing it.
A wallboard that won’t lie
Total calls, answer rate, missed, talk time — live and by range. Where a number can’t be known, you see a dash, not a made-up zero.
WhatsApp ↛ PSTN, ever
Meta’s terms forbid bridging WhatsApp call legs to the phone network — encoded permanently in ours, instead of "discovered" during your compliance review.
Four missed calls = trouble
Meta suspends a number’s calling permission after repeated missed rings — so ringing reliability isn’t a nicety here, it’s engineered like the revenue feature it is.
No fake quality graphs
We don’t ship MOS/jitter dashboards yet, so we don’t draw them. When network-quality telemetry lands, it will be measured — like everything else on this page.
A call’s life in ConnectWiz
From first ring to searchable record
Ring
IVR greets, routes by department and business hours, queues fairly when everyone’s busy.
Answer
The agent picks up in the browser with the caller’s profile and full message history on screen.
Resolve
Hold, consult, transfer warm. Live captions run; recording follows your policy.
Remember
Recording and transcript land on the conversation. Missed the call? It’s in the queue, not in the void.
What it costs
Three meters, all of them yours to read
The platform side
The call center — IVR, queue, recording, captions, apps — is part of the Pro and Business plans, not a separately priced module. Seats are the usual seat price; no per-agent telephony premium.
The carrier side
Phone minutes bill on your own trunk at your own tariff — NetGSM for Türkiye today. We assert no per-minute rates, because they’re your contract, and add no markup on top of it.
The AI side
Voice AI draws on the same prepaid AI wallet as text — with a per-call budget guard that stops the AI before it overspends, never after. WhatsApp and Messenger call minutes carry no carrier fee at all.
No hidden telephony line item: if a number on this page isn’t yours already, it doesn’t exist.
Voice FAQ
Before you ask
Give your phone line a memory.
Calls, chats and history in one thread — try it free.