> For the complete documentation index, see [llms.txt](https://limechatai.gitbook.io/limechat-product-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/knowlarity-webrtc/knowlarity-webrtc-calling-feature-description.md).

# Knowlarity WebRTC Calling: Feature Description

Learn how to use Knowlarity WebRTC integration in LimeChat to manage inbound and outbound calls directly within the CRM—no mobile phones needed.

***

## Introduction:

The Knowlarity WebRTC integration empowers users to manage all inbound and outbound calls **directly within the LimeChat CRM**, **eliminating the need for mobile phones**. This seamless integration allows users to make and receive calls effortlessly through the CRM interface, ensuring a **streamlined** and **efficient** **calling** **experience**.

***

## Feature Overview:

{% hint style="info" %}
Make sure you widget is in connected state.
{% endhint %}

## Making Outbound Calls

{% stepper %}
{% step %}
Use "Click to Call" CTA to access the dialling step<br>
{% endstep %}

{% step %}
Now enter the phone number to reach out to and select the SR number<br>

<figure><img src="https://303644337-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbTdWohNbJyoGc4vPpxk1%2Fuploads%2FlRHddqSrq6mJeVIGsWhX%2FScreenshot%202024-11-21%20at%2012.36.05%E2%80%AFAM.png?alt=media&amp;token=fc5ec9bc-624c-4dd9-b834-020f73e97f8e" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Click on "Call"&#x20;
{% endstep %}

{% step %}
You will see a screen stating "Calling Agent", click on the "Accept" CTA to trigger the call with the customer<br>

<figure><img src="https://303644337-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbTdWohNbJyoGc4vPpxk1%2Fuploads%2FuR5V7Us8pE90YchpHMnk%2FScreenshot%202024-11-21%20at%2012.45.58%E2%80%AFAM.png?alt=media&amp;token=6a94c17e-754d-4a22-9569-2927c584b5d0" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

{% step %}
Now you will see the "Ongoing Call" Screen, where you will hear the dialling tune indicating the customer is being called<br>

<figure><img src="https://303644337-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbTdWohNbJyoGc4vPpxk1%2Fuploads%2FbEFyxFHMvQpx5PALg9t6%2FScreenshot%202024-11-21%20at%2012.51.12%E2%80%AFAM.png?alt=media&amp;token=58cba7db-77d1-4c20-aa10-55e98359ff5d" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

{% step %}
When the call is picked up, the following screen will be visible, with the options to:

6.1. Put the call on hold

6.2. Mute

6.3. Hangup

<figure><img src="https://303644337-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbTdWohNbJyoGc4vPpxk1%2Fuploads%2FlZ2WqfFnBvAxzP2JCdKT%2FScreenshot%202024-11-21%20at%2012.52.56%E2%80%AFAM.png?alt=media&amp;token=f67e6e69-c067-4d58-94bd-a7ee5d4d6901" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

{% step %}
As the call is completed, a ticket is automatically created with the following properties:

7.1. The ticket is assigned to the agent who handled the call

7.2. The ticket consists of a link to the recording of the call
{% endstep %}
{% endstepper %}

***

## Receiving Inbound Calls

{% stepper %}
{% step %}
Make sure that the user has logged into the widget.
{% endstep %}

{% step %}
Once a call is routed to the user, they will receive two types of notifications:

1. Ringtone, indicating an incoming call
2. A pop-up screen with the option to **Accept** or **Hang Up** the call
   {% endstep %}

{% step %}
Once the call is answered, the user will be connected with the caller.
{% endstep %}

{% step %}
After the call is completed, a ticket will be automatically created having the properties defined in the previous section
{% endstep %}
{% endstepper %}

***