Voice messages work today
A voice message in chat is turned into text, and a reply can be read aloud, on your own speech provider key from Standard.
A Cloud Contact Center for Your Inbox, Coming Soon
Telephony is in development. Browser calling with IVR, queues, recording, transcription and AI scoring will sit next to the customer record. Voice messages in chat already work today, transcribed and read aloud on your own AI key.
Why it matters
Voice that belongs to the conversation
No separate phone system, soon
When telephony launches, agents will call and answer from the same workspace, and each call will land in the customer history.
Measurable quality
Call transcription and AI call scoring are planned, so every call becomes data you can search and coach on.
Build the flow
A visual IVR builder, in development
The IVR builder will assemble an inbound call flow from blocks: a spoken greeting, DTMF menu choices, routing to the right department or queue, and voicemail. No programmer or telecom engineer will be needed.
Call queues will distribute calls with priority and reserve routing. If the first agent does not answer, the call moves to the next, and you decide what happens on overflow so no caller is stuck waiting.
After the call
Recording, transcription and AI scoring, coming soon
Calls will be recorded and transcribed, with sensitive data such as card numbers masked. AI call scoring will then rate each call against your own quality criteria, which gives a coach something specific to talk through.
Dynamic number insertion is planned as well, to show which ad drove each call and which marketing actually pays off. SMS broadcasts with scheduling and delivery stats are coming soon too.
What you get
The voice stack in development
What telephony will include when it launches, from VoIP for customer service to call analytics.
Browser calling
Inbound and outbound calls from the browser - no PBX.
Visual IVR builder
Greeting, menu, routing, queue and voicemail blocks.
Queues & reserve routing
Call queue software with priority and overflow rules.
Call recording
Call recording software with card and SSN masking.
Transcription
Call transcription software for every conversation.
AI call scoring
Score calls against your quality criteria.
Call analytics
Call analytics software and dynamic number insertion.
SMS broadcast
Bulk SMS with scheduling and delivery stats - coming soon.
VoIP for customer service, in development
RolChat is building a cloud contact center into the support workspace. Telephony is in development: once it launches, agents will make and receive calls from the browser, and every call will attach to the customer record on its own.
The planned voice stack covers the whole journey: a visual IVR builder for inbound flows, call queues with priority and reserve routing, call recording with data masking, and transcription that turns calls into searchable text.
Read more
AI call scoring will rate calls against your own criteria, so managers can coach without listening to every recording. For marketing teams, dynamic number insertion and call tracking will show which campaign drove each inbound call.
What works today is voice inside chat: a customer's voice message is transcribed, and an answer can be read aloud, on your own speech provider key. Inbound and outbound calls will join chat, email and CRM in the same workspace when telephony goes live.
Frequently asked questions
Do I need a separate PBX or phone system?
For now, yes. Telephony in RolChat is in development. When it launches, agents will call and answer in the browser without extra hardware.
Can I build an IVR without a developer?
Not yet. The IVR builder is still in development; it will use drag-and-drop blocks for greetings, menus, routing, queues and voicemail.
Are calls recorded and transcribed?
Not yet, because telephony is not live. Recording and transcription with sensitive data masking will come with it. Voice messages in chat can already be transcribed on your own key.
Can I see which ads drive calls?
Not yet. Dynamic number insertion and call tracking are planned as part of telephony.
Start with chat today
Chat, messengers and voice messages work now. Telephony with IVR, recording and AI scoring will join the same inbox when it launches.