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AurionAI

Talk to support by voice on a website

4 min readBy Emmanuel Yazbeck

Who this is for: anyone who talks to the support assistant through the chat window on an organization's website. Employees use it on their company's IT support site. Customers use it on the website of the company they buy from. Voice is available only when your organization turns it on.

A voice call in the chat window works like a phone call to the support line, but it uses your computer's microphone and speakers.

Prerequisites

  • The website where your organization offers the chat, with voice turned on.
  • A microphone and speakers or a headset.
  • A browser that lets the website use your microphone. Your browser asks for permission the first time.

Start a voice call

  1. On the website, select the chat button. It is usually at the bottom of the page. If your organization did not change its text, the button says Start voice mode.

  2. If the window shows a chat tab and a voice tab, make sure that the voice tab is selected. The window opens on it by default.

  3. If the window asks for your email address, choose one of these:

    • Type your email address, then select Start voice call. The button works only when the address is complete. The email helps the assistant, but it does not replace the identity check during the call.
    • Select Continue without signing in to start the call without an email address.

    The window does not ask for your email address when it already knows it: for example, when the website gave the chat your email address or when you typed it in the chat before.

  4. When your browser asks whether the website can use your microphone, allow it.

  5. Wait while the call connects. The window shows three short steps: it sets up the audio, connects to the server and waits for the assistant.

  6. Listen to the assistant and say what you need.

The email step before a voice call starts in the chat window

During the call

  • What you and the assistant say appears as text in the window.
  • To stop the assistant from hearing you, select Mute. Select Unmute to talk again. If you see Tap to speak, select it to turn on your microphone.
  • To choose another microphone or speaker, select Audio settings. Some browsers do not let you choose the speaker.
  • If the assistant asks you to type your email address, a box appears in the window. Type the address and select Send. The assistant reads it back to you.

Prove who you are

If the website signed you in, the assistant can already know who you are. Otherwise it checks who you are in the same way as on the phone. The questions depend on your organization:

Two differences from the phone:

  • For employees: the PIN and the security question work only on the phone. If your organization uses one of them, the assistant asks for your name and badge number in the chat window instead.
  • The chat window has no phone keypad. Say your details aloud.

End the call

  1. Select End session. The window says that the voice session ended.
  2. To call again, select Start new call.

Switching to the chat tab or closing the chat window also ends the call.

Result

You talked to the assistant without a phone. It can help you in the same ways as on the support line, depending on what your organization allows.

If something goes wrong

  • The window says that it needs your microphone. Read Fix problems with the web chat.
  • You cannot hear the assistant. Read Fix problems with the web chat.
  • The call ends by itself after someone signs in or out on the website. For your security, the call ends when the website signs in a different person. Select Start new call to start a call as the person who is signed in now.

Still stuck? Submit a request or .