> ## Documentation Index
> Fetch the complete documentation index at: https://docs.conduit.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Receiving and handling calls

> Take an incoming call, work the call widget, and use mute, hold, the keypad, and audio settings while you are on the line.

Calls ring inside Conduit wherever you are in the app, and everything you need during the call sits in one widget. This page covers taking a call and what you can do while you are on it.

## The incoming call notification

When a call comes in, a notification appears showing who is calling and which line they reached, for example `Line: Shruti's phone`. That second detail matters if you run more than one number, since it tells you which brand or business the caller thinks they are ringing before you say a word.

Three options:

| Option | What happens |
| - | - |
| **Accept** | You join the call. The notification becomes the call widget |
| **Reject** | The call stops ringing for you and follows the number's fallback, such as another team member, a fallback number, or voicemail |
| **Silence** | The ringing stops but the call keeps ringing elsewhere, so you can stay quiet without cutting the caller off |

<Tip>
  Use **Silence** rather than **Reject** when you simply cannot take the call right now. Rejecting can pull the call out of the normal routing path sooner than you intend, whereas silencing just stops the noise on your end.
</Tip>

After accepting, the widget shows **Connecting** briefly while the call is joined.

## The call widget

Once connected, the widget stays pinned while you keep working elsewhere in Conduit. It shows:

* The line the call came in on, and a running call timer
* The contact's name and number
* An open icon next to the contact, which jumps you to their conversation so you can read history or take notes while you talk

<Tip>
  Open the conversation as soon as you accept. The sidebar gives you the booking, the property, and the AI summary of anything they have messaged about, which usually answers the question before the caller finishes asking it. See [The conversation sidebar](/inbox/daily-work/conversation-sidebar).
</Tip>

## In-call actions

The control row runs along the bottom of the widget:

| Control | What it does |
| - | - |
| **Microphone** | Mutes and unmutes you. A live level meter sits beside it, so you can see whether your mic is actually picking you up |
| **Hold** | Places the caller on hold |
| **Transfer call** | Opens the transfer panel. See [Call transfers](/inbox/calls/call-transfers) |
| **Audio settings** | Opens microphone and speaker settings |
| **Keypad** | Opens a dial pad for use during the call |
| **End** | Hangs up |

### Hold

Use hold when you need to check something, ask a colleague, or look at a different property. The caller cannot hear you while held.

### Keypad

The keypad sends tones during a live call, which is what you need when you reach an automated menu, for example dialling an extension or entering a reference number. Digits appear above the pad as you press them. Close the keypad from the same control, which becomes an `x` while it is open.

<Note>
  This keypad sends tones on the call you are already on. It does not dial a new call, and it is not the same as the dial pad inside the transfer panel, which chooses a destination to hand the call to.
</Note>

### Audio settings

Opens a panel to choose your **Microphone** and **Speaker**, with a **Test speaker** button.

The same panel has two noise cancellation options for calls handled in the Conduit web app:

* **Microphone noise cancellation** removes background noise from your microphone.
* **Incoming noise cancellation** reduces background noise from the caller.

The two options work independently. Both are off by default, and your selections are saved in your browser for future web calls. Noise cancellation does not apply to VoiceAI calls, WhatsApp voice messages, or property noise-sensor alerts.

<Tip>
  Test your speaker at the start of a shift rather than mid-call, particularly if you switch between a headset and a laptop. The settings panel is available during a call, but nobody wants to be hunting for it while a guest waits.
</Tip>

### Transfer

The transfer panel opens over the widget with two tabs. Under the **Team** tab, you can search your teammates and shows presence, so you can avoid transfering a caller to someone who is unavailable. Under the **Number** tab, you can search your contacts by name or a number, or you can dial an external number to transfer the call.

The **Warm transfer** and **Transfer** buttons stay disabled until you have picked a valid destination. For what each one does and what the receiving person sees, see [Call transfers](/inbox/calls/call-transfers).

## After the call

Ending the call closes the widget. The call is logged in the [Phone view](/inbox/calls/calls-view) with its recording, transcript, and AI summary, and appears on the contact's conversation in the inbox.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Can I keep working while I am on a call?">
    Yes. The widget stays pinned while you move around Conduit, so you can read the conversation, check a reservation, or add a note without dropping the call.
  </Accordion>

  <Accordion title="What is the difference between Reject and Silence?">
    Reject stops the call ringing for you but keeps the call ringing for other members in the call group. If no one else exists in the call group, the call is sent down the number's fallback path.
  </Accordion>

  <Accordion title="Why does the notification say which line is being called?">
    So you know which number the caller dialled. If you run several numbers across brands or regions, that tells you how to answer.
  </Accordion>

  <Accordion title="Is noise cancellation turned on automatically?">
    No. Microphone and incoming noise cancellation are off by default. Turn each one on separately in **Audio settings**. Your selections are saved in your browser for future web calls.
  </Accordion>

  <Accordion title="Can I use the keypad to dial someone new during a call?">
    No. The in-call keypad sends tones on the current call, which is what automated menus need. To bring in another party, use the transfer panel.
  </Accordion>
</AccordionGroup>


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