## Overview

The platform supports native Twilio calls in every installation. The account's Twilio Voice capability controls starting calls. Historical calls remain available when that capability is disabled.

## Prerequisites

An administrator enables Twilio Voice for the account and configures a Twilio inbox with a phone number, valid credentials and calling enabled. Provider configuration must finish before a new call can start. Agents need access to the inbox and microphone permission in their browser.

## Step by step

1. Open the contact's conversation and use its call control.
2. Accept or start the call and grant microphone permission when requested.
3. End the call using the active call control.
4. Open **Calls** in the sidebar to review the outcome, agent, inbox and conversation. Play a recording when one is available.

## Settings & options

Filter history by activity, inbox or page. Administrators can also filter by agent. Disabling the calling capability prevents new calls while keeping finalization and token renewal for the same agent's active call available.

## Use cases

Review missed calls, resume a conversation after a call, or listen to an existing recording after disabling an inbox's calling capability.

## Tips, limits & best practices

History uses pages of 25 calls. Ordinary agents see only calls they accepted in conversations they can still access. Administrators and authorized report managers can review the account's history. Removed recordings do not produce playback links.

## Troubleshooting

If starting a call shows an unconfirmed outcome, use the call control again to check the existing attempt. A lost response does not mean the call failed. The platform retains the attempt and permits a new call only after its outcome is known. If the call ended during recovery, check its history; it will not be started again automatically.

Ending an active call remains available during configuration recovery, provided the credentials still allow the provider outcome to be confirmed. Resolve any failure to confirm termination before considering the call ended.

If provider reconciliation is pending, open the existing inbox's settings and complete recovery; do not create a duplicate inbox. Missing microphone permission prevents browser audio. If a historical recording has been deleted, reloading the page will not restore it.

## See also

- [WhatsApp Cloud call permission](/hc/ajuda/articles/inboxes-channels-whatsapp-cloud-calls-permission-en)