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Calling from Your Mobile

Calling from Your Mobile

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Joshua Lim
· 13 Jun 2025
2 min de lectura

Stay connected with your customers even when you’re on the move. The respond.io mobile app now lets you manage VoIP calls just like on the web app — all from the palm of your hand.

Getting Here

To access calling features, open the respond.io mobile app and tap the Calls tab — represented by a phone icon — located right after the Inbox tab at the bottom of the screen.

If the tab shows a green badge with a blinking animation, it means there are incoming calls waiting.

Receiving Calls

Calls Tab

  • All incoming VoIP calls appear as cards in the Calls tab.

  • Each card includes:

    • Contact’s name and number

    • Assigned agent avatar

    • Current lifecycle stage

    • Two action buttons:

      • Accept – Answer the call

      • Decline – Reject the call

If there are no incoming calls, you’ll see an empty state with the message “No incoming calls.”

In-Conversation Incoming Call Cards

If you’re viewing a conversation with a Contact who is calling, a card will appear directly within the conversation.

  • Only shows for that specific contact.

  • Accept/Decline buttons are visible unless you’re already in another call (in which case they’re disabled).

Making Calls

You can make calls from two screens:

1. Conversation Screen

  • Tap the Call button (phone icon) at the top.

  • Choose from available VoIP numbers via the Call Menu.

  • If no VoIP channel is connected, the app defaults to a local line call with a warning: “Local line calls aren’t tracked in reports or history. To track this call, use VoIP instead.”

2. Contact Details Screen

  • Tap the Call button next to the Contact’s number.

  • Choose between VoIP or Local Line options via the Call Menu.

  • If the Contact has no phone number saved, a “+” icon appears to let you add one.

Call Experience

Ongoing Call Interface

Once a call starts, a new screen appears showing:

  • Contact name, avatar, and call status (e.g., Calling… or 00:26)

  • Call actions:

    • 🔊 Speaker toggle

    • 🔇 Mute toggle

    • End Call button

Minimized Call Bar

You can minimize the ongoing call into a floating call bar that remains visible as you navigate the app.

  • Displays contact name and call duration.

  • Tap the bar to return to the full call screen.

  • Call remains active even if the app is minimized or phone is locked (unless interrupted by OS or network issues).

Call Notifications

In-App

  • Calls from the same contact you’re viewing will trigger an in-app notification card.

  • The regular Call button is disabled during an incoming call.

Push Notifications

  • Receive call alerts even when you’re outside the app.

  • On iOS: Grouped by contact.

  • On Android: Grouped by workspace, then contact.

  • Tapping a notification takes you to the Calls tab.

Call Sound Settings

From your mobile app settings, go to:

Settings > Update notifications

Here, you can configure Call Sound Notification:

  • Enabled by default.

  • Choose who triggers the ringtone:

    • Contacts assigned to me and unassigned

    • Contacts assigned to me only

    • All Contacts

Call Events in Conversation

Call actions automatically generate event logs in the chat history:

  • Outgoing:

    • <Agent> started an outgoing VoIP call.

    • Contact did not answer the VoIP call.

    • Call ended. Duration: 01:20

  • Incoming:

    • <Agent> answered an incoming VoIP call.

    • You missed a VoIP call from the Contact.

    • Call ended. Duration: 01:20

Limitations & Permissions

  • If your admin has disabled calling, you won’t be able to place or receive calls. The Calls tab will show an empty state: “Calling isn’t available. Please contact your manager for access.”

  • If phone number masking is enabled for your account, phone numbers will appear as: ******-1234.

  • VoIP calls cannot be initiated with inactive Telnyx numbers. You’ll see an error message if attempted.

  • The VoIP calling feature is not supported on iOS devices in China due to restrictions on native call UI handling in China. This does not affect other regions.

Helpful Tips

  • Local line calls use your device’s native dialer and are not tracked in reports.

  • To track calls, always use a connected VoIP channel (Telnyx).

  • VoIP calls support mute, speaker, and call minimization for multitasking.

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