Frequently Asked Questions (FAQs)
This section answers the most common questions about iCalls, covering setup, usage, security, widgets, agents, and troubleshooting.
General
iCalls is a browser-based HD video calling platform that allows businesses to provide instant,
face-to-face support directly from their website—without downloads or plugins.
Yes. iCalls is built using WebRTC and runs entirely in modern browsers. No app installation or plugins are required.
Most customers can go live in under 5 minutes:
- Sign up
- Create an organization
- Add agents
- Generate a widget
- Embed the script
Widget & Website Integration
You simply paste the generated JavaScript embed script into your website, preferably before the closing
</body> tag. No backend or server configuration is required.
Yes. iCalls works with WordPress, Salesforce, Shopify, Webflow, React / Next.js, Static HTML sites,
and any CMS that supports custom scripts.
Yes. Admins can customize widget color, icon/avatar, screen position, background, and branding from the Widget Generator.
Common reasons include:
- Widget is disabled
- Script not added correctly
- Domain does not match organization settings
- Business hours are inactive
Calls & Routing
Calls are routed based on agent availability, business hours, queue status, and AI agent configuration (if enabled).
Depending on your setup, the call enters the waiting queue, an AI agent handles it, or an offline message is shown.
Yes. AI agents can handle calls independently, act as fallback during off-hours, and collect information
before handing off to human agents.
A call is marked as missed if no agent accepts it in time, all agents are unavailable,
or the caller disconnects while waiting. Missed calls are visible in the Call Queue.
Agents
Agents must log in to the Agent Dashboard, set availability to ON, and join the call queue.
Calls are assigned automatically.
No. An agent can handle only one active call at a time to ensure call quality.
Calls are routed to other available agents or AI agents based on routing rules.
Security & Privacy
Yes. All video and audio streams are encrypted using WebRTC standards.
No. Calls are not recorded by default. Recording requires explicit configuration and consent.
No. All data is strictly isolated per organization.
iCalls is GDPR-ready and supports privacy-first usage. Organizations are responsible for configuring
consent and retention policies as required.
Troubleshooting
Check that availability is ON, you have joined the call queue, business hours are active,
and your internet connection is stable.
Allow browser permissions, refresh the page, and use a supported browser (Chrome recommended).
Check network stability, avoid switching networks mid-call, and use wired internet if possible.
Account & Support
Yes, if enabled for your account, admins can manage multiple organizations.
Yes. Passwords can be updated from My Profile → Account Settings.
You can contact support via the Help section, your assigned support channel, or your Organization Admin.
Still Have Questions?
- Check the relevant documentation section
- Contact your Organization Admin
- Reach out to iCalls Support