---
title: "Voice calls"
description: "Visitors talk to your agent from the chat: turning it on, what it costs, and its limits."
source: https://hiy.ai/docs/voice
---

# Voice calls

A visitor can press **Call** beside Send and talk to your agent out loud. The agent answers from the same knowledge and rules as in the chat, and the call's words land in the same conversation in your Inbox.

**Note:** **In pilot.** Voice calls are open to a few workspaces while we test them. A workspace needs the voice add-on, which hiy turns on for pilots; ask in Help if you'd like to try it.

## Turn it on

1. Open the agent's **Settings › Where it answers › Voice calls** and switch on **Answer calls**. Pick a **Voice** (press **Play** to hear it), the **Language** it speaks (English, German, French, Spanish, Italian, Dutch, Portuguese or Polish), and the **Longest call**, up to 10 minutes. Press **Save**.
2. In **Channels**, turn on **Voice** for each door that should show the Call button. A door can only offer calls once its agent answers them.
3. Try it first: **Call your agent** in the agent's test chat is free for 30 minutes a month and keeps no conversation.

Voice calls are for Support Agents and Expert Twins. The widget, the chat bar, the inline embed and the agent's hosted page all show the button; an Expert Twin's page also has a **Talk to** button.

## What the visitor sees

Before the microphone opens, the visitor reads one short notice: they are talking with an AI, the call is recorded and transcribed, and our voice provider ElevenLabs processes it. They press **Start call** or **Not now**. During the call they see captions, **Mute**, **Type instead** and **End call**, and a quiet **AI · Recorded** badge. The notice and the call's buttons are in the language you pick for the voice. When the call ends, the chat shows "Voice call" with its length, followed by what was said.

If their browser blocks the microphone, the sheet says so and the chat stays open.

## Handover and messages

A Support Agent that hands over during a call says so, ends the call, and the handover reaches your Inbox like any other. An Expert Twin offers to take a message: the call ends and the visitor leaves their details in the chat. Actions don't run on a call.

In the Inbox, a conversation with a call shows a **Call** chip with its length, a divider where the call began, and **spoken** on each turn said aloud. An answer the visitor talked over is marked **Cut off**.

## Cost and limits

| | |
| --- | --- |
| Price | 15 credits a minute, counted by the second, on its own **Voice minutes** row in Usage |
| One call | At most the **Longest call** you set, never more than 10 minutes |
| One visitor | 3 calls a day |
| Your test calls | Free up to 30 minutes a month, then priced like any call |

Credits for the whole call are set aside when it starts, and only what was used is taken. If the credits left can't cover a whole call, or a limit is reached, the call doesn't start: the visitor reads that calls are busy and keeps chatting.

hiy keeps the transcript, never the audio. See [Privacy](/privacy).