Voice calls are live conversations with an AI-played employee who has a problem. You can speak or type, and the call behaves like a real one: they will not necessarily explain the problem well.

Start a call

Select Voice Call in the top bar.

On the free plan you get one call per day. Once it is used the control changes to Call Used and opens the upgrade screen instead. See Daily limits and when they reset.

Calls that come to you

On a Pro, teacher or classroom account, calls also arrive on their own while you work. Free accounts do not receive incoming calls at all, used allowance or not. On the free plan, starting a call yourself with Voice Call is the only way to take one.

If you have unlimited access and are still not getting any, these suppress them:

  • The tab is in the background.
  • You have been idle for a few minutes.
  • You are in a mock interview.

Some callers are picked to avoid doubling up on a problem already sitting in your queue or your voicemail. Others are deliberate follow-ups about a ticket you already hold, so a call about something you are already working on is not a bug.

Missing or declining a call

A call that comes to you and is missed or declined becomes a voicemail, so nothing is lost. Two exceptions: a call you started yourself never leaves a voicemail, and free accounts do not get voicemails. See Check your voicemail.

Not every caller is who they say they are

Some callers are attempting social engineering: talking you into resetting a password or unlocking an account for somebody else. They will sound plausible and they will be in a hurry.

This is why Directory has an identity verification step. Send a verification code to the number on the account and ask the caller to read it back. A caller who cannot produce it does not get a password reset, and denying them is the correct outcome that scores well.

The rest of the callers are ordinary, and some are annoyed. That is the exercise.

If you cannot hear anything

Voice needs sound enabled in the app. Open the profile menu, select Settings, then Preferences, and check Sound. Its description is Enable voice calls, message playback, and spoken guidance.

Browsers also block audio until you have interacted with the page, so if a call is silent, click somewhere in the app and try again.

Do calls count for anything

Yes. Calls feed the Call Activity section of your Analytics page, which tracks answered calls, missed and declined calls, and how many tickets came out of calls. There are also badges at 1, 10 and 25 completed calls.

If you are in a class, answered calls and voicemails both count toward call requirements on assignments.