"Call" feature opens a Skype link?

Community Discussion User Experience
1

The “Call” feature opens a Skype link … but Skype has been discontinued for over a year. Does this feature work with any other calling features, such as Twilio or Google Voice?

Also, and this is likely a feature request, but it would be nice to use this function, or one like it, to log a call for the client. If the client calls us, or we call them, to record the occurrence of the call and some notes about it in the Contacts/CRM component of tawk.to

2

HI dedicatedpresentatio,

Thank you for your feedback and for bringing this up.

You’re correct that the Call button currently opens a Skype link. At this time, the feature does not support other calling services such as Twilio or Google Voice.

As for your suggestion, having the ability to initiate calls through another provider or log inbound/outbound calls with notes directly in the Contact/CRM section would certainly be a useful enhancement. While this functionality isn’t currently available, I’ve noted your feedback as a feature request and will pass it along to our product team for consideration.

We appreciate you taking the time to share your ideas, as they help us improve tawk.to. If you have any other suggestions or questions, please let us know.

3

I see the nomenclature has changed to “log call” in the UI when looking at a contact profile. But behavior is still to launch a Skype phone call. Hopefully this will be replaced soon.

4

Hi,

I wanted to share that our AI team is currently working on significant updates to the calling functionality, including an AI voice agent and improvements to the existing calling experience through the Twilio integration.

These enhancements are currently in development and are not yet available in the production environment. But once these improvements are ready, they are expected to replace the current Skype-based calling functionality and provide a more integrated calling experience within tawk.to.

We’ll share further updates once more information is available.

5

Thanks for the update, but my use case is then I just want to record a journal entry that someone called me, or I called them.

6

Hi!

To clarify further:

  1. The “Skype” issue, we’ll fix that today. It should reference whatever tel: is default in your browser.
  2. To “log a call” you would do that using the Activity section, we’ll make that easier to do,
  3. Voice calls should be out this month via both twilio and a new tawk voice add-on.

We will update the thread once done, and sincerely appreciate your ongoing feedback and helping to make tawk.to better for all.