Call a customer: recent calls, keypad and digits during a call
The dialer in Dialogs works like the one on your phone: recent calls first, a keypad next to them. You can call back with one tap. Receiving incoming calls is set up separately — see WhatsApp calls.
| Where to open it | What you see |
|---|---|
| In a chat: the “Call” button in the header and the arrow next to it | The button calls this customer. The arrow opens a small window, “Recent calls and keypad”, without leaving the chat |
| “New chat” → the “Call” tab | Recipient phone, line and recent calls. Use it when the customer is not in your list yet |
| The “WhatsApp calls” panel in amoCRM | The same dialer full size; it works on a phone too |
Call back from recents:
- Open the dialer. “Recents” opens first. If you have no calls yet, “Keypad” opens instead.
- Find the person. Calls are grouped by day: “Today”, “Yesterday”, “Earlier”. A row like “Name (4)” means you talked to this person four times — they appear once, not four times.
- Tap the row. The call goes to the same person from the same line. If that line can no longer call, Dialogs uses the line chosen at the top of the window.
- Allow the microphone if the browser asks. End the call with “Hang up”.
Missed calls are red. To see only them, switch “All” to “Missed”. The “Name or number” search looks at names and at the digits of numbers. If there are many calls, “Show more” appears at the bottom. “Open chat” in a row takes you to the conversation with that customer.
Dial a number on the keypad:
- Open the “Keypad” tab (in “New chat”, use “Show keypad” in the number field).
- Type or paste the number — the field says “Dial or paste a number”. If the number is already in recents, “Name — from recents” appears under the field.
- Check the line in “Calling from” and press “Call”.
You may have several lines. Choose the one you usually call from and press “Make default”: the word “default” appears next to it. The choice is stored on the server, so the browser, amoCRM and Bitrix24 offer the same line. For a one-off call from another line just pick it in the list — your default does not change.
If the customer has not allowed calls on an official line yet, the call will not go out. Dialogs offers “Choose permission template”: send the customer a call-permission template and try again after they agree. How to create such a template is in official templates.
Press digits during a call (for example “press 1” at an answering machine):
- On the call card press “Keypad”.
- Press the digits 1–9, 0, star and hash. What you typed is shown on screen. You can also type on your computer keyboard.
- Press “Hide keypad” to put the keys away.
- On a WhatsApp Web line the digits travel inside your voice as a two-tone signal, so your microphone must be on. If it is off, Dialogs says: “Your microphone is off, so the digits won't be heard. Turn it on.”
- On an official line the digits are sent as separate signals and arrive even with the microphone off.
- If there is no link to the call audio you will see “Digits can't get through right now: the call audio isn't connected”. Wait for the call to recover, or call again.
Why is one person shown on one row when we talked several times?
So that the list does not repeat the same number dozens of times. The number in brackets is how many times you talked. Tapping the row always calls that person.
The dialer is empty. Where are my calls?
The list is built from calls that went through Dialogs. A call from a personal phone that bypassed the line does not appear here. If you have no calls yet, open “Keypad” and dial.
Can I call from a phone?
Yes, the dialer adapts to a narrow screen. The call goes through the browser, so allow it the microphone. Receiving calls in the mobile Bitrix24 app is set up separately — see receiving calls.
The call does not start. What should I check?
Check that the line can call and is chosen in “Calling from”, that the browser may use the microphone, and that you have no other unfinished call (Dialogs tells you). On an official line the customer must allow calls. If that did not help, check the failed send and write to support.
Where do I listen to the recording?
Open the conversation → “Calls and recordings” in the customer panel on the right → the call you need. More in WhatsApp calls.
The answering machine asks for a digit but it does not arrive
On a WhatsApp Web line turn the microphone on: digits go together with your voice. If the call card shows a warning, fix it and press the digit again.