Talkward × Anrufe
Calls straight from the chat window
Customers call straight from the chat window, no phone number, no app, no phone system. Your team picks up in the inbox, and afterwards the conversation shows who talked and for how long. For everything that is quicker said than typed.
Sound familiar? Three moments where a call is faster.
Some issues take twenty chat messages and two minutes on the phone. Only: which number, when reachable, and who was that again?
The complaint turns into a novel.
The customer describes in five messages what is wrong with the product, your team asks back three times. After half an hour it is still unclear what they actually want.
“Call us: 0800 …”
The customer is in the chat on their phone, is now supposed to dial a number, land in a queue and tell everything again to a colleague who has not seen the chat.
Who actually called?
The phone rings, somebody helps, nobody writes it down. At the next contact the story starts from the beginning.
With Talkward the customer calls in the chat, your team picks up in the inbox, and the call sits in the conversation afterwards: outcome, duration, name.
Three calls from everyday life
When the handset in the chat pays off.
The handset only appears in the chat window during your call hours and when somebody it should ring for is ready. Otherwise it stays chat, and nobody calls into the void. It pays off most on landing pages and pages where customers stay for a while. If the customer changes the page during the call, it reconnects by itself, with a pause of two to three seconds.
Defuse a complaint
An angry customer writes in capitals. Your team replies: “Give me a quick call, the handset at the top right.” Two minutes of voice settle more than twenty messages, and the tone stays friendly.
Close the sale
A customer wavers between two variants and asks the fourth follow-up. A short call answers everything at once, the order goes out in the same conversation.
Set-up on the device
Setting up the product gets stuck. On the phone your team walks through it step by step while the customer has their hands free. Afterwards the conversation shows it was solved.
How the call worksBrowser to browser, no phone network.
The customer clicks the handset in the chat window. Audio runs directly between their browser and your team member’s browser, relayed through our server in Nuremberg so neither side sees the other’s address. There is no phone number and no phone network. Recording only happens if you switch it on for the brand and everyone agrees. In the inbox it rings at the bottom right, with sound and a browser notification, and in the app on the phone; whoever answers first takes over the conversation.
Handset only when somebody is there
The chat window shows the handset only during the brand’s call hours and when somebody it should ring for is ready. Everyone switches that on or off for their browser via “Answer calls”.
You decide who answers
Per brand you set who it rings for: specific people or departments by their routing rule. Without a choice it rings for everyone who sees the brand. After 30 seconds without an answer the customer is back in the chat, and the conversation goes to your team with “Missed call”.
Sits in the conversation afterwards
After hanging up a line appears: call, answered or missed, duration, name of the team member.
Recording only with consent
Recording with transcript can be switched on per brand and only runs when customer and team member agree. Audio only, the audio file is deleted after 30 days, transcribed via Mistral in Paris. No phone number, and customer and team do not see each other’s IP address.
- Connection
- Voice call from the chat window, browser to browser (WebRTC), relayed via Nuremberg
- Access
- Call with outcome, duration and name in the conversation; optional recording with transcript, only with consent; no phone number
- Processing
- Nuremberg (ISO 27001), Cologne, Paris. “Europe only” option. Credentials stored encrypted, orders only cached briefly.
The call sits in the conversation, not in somebody’s memory.
Every call leaves a line in the conversation: when, how long, with whom, answered or missed. Your team writes notes about it as an internal note, as usual. With recording, the transcript sits underneath as a note, with an AI summary if you like.
- Call
- Answered by
- Duration
- Outcome
- Missed
- Transcript
- Last call
- 25 Sep 2026, 10:14, 4:12 min
- Answered by
- Mira
- Outcome
- Return explained, label by email
- Calls in total
- 2 (1 missed)
Set up in three steps.
From Professional, €9 per month per brand. Nothing to install, neither for you nor for the customer.
Enable the extension
In Talkward under Extensions switch on “Calls”. Your oldest brand now has calls. You add further brands under Settings › Brands, €9 per month each.
Screenshot to followMark the team as ready
In the inbox switch on “Answer calls” in the user menu and allow the browser microphone and notifications. Who answers and at which times, you set per brand under Settings › Brands.
Screenshot to followTest call
Open your store’s chat window, click the handset, answer in the inbox. Afterwards the line sits in the conversation, done.
Screenshot to follow
“Calls” extension
€9/ month per brand, from Professional, provisional, net
€9 per month per brand, from Professional, cancel monthly. The first brand is included, every further one costs another €9. No phone number, no per-minute rates.
All plans and prices- Voice call from the chat window, browser to browser
- Who answers and call hours per brand
- Call with outcome, duration and name in the conversation
- Recording with transcript only with consent, no number, encrypted via Nuremberg
- Servers in Nuremberg (ISO 27001)
- Data processing agreement
- AI replies labelled (EU AI Act)
- Extensions cancellable monthly
Questions about calls
Question not listed? Write to us at hey@talkward.app.
Does the customer need an app or a number?
No. They click the handset in the chat window, their browser asks for the microphone, done. There is no phone number and no phone network.
What happens if nobody answers?
After 30 seconds without an answer the customer sees “Nobody is free right now. Write to us and we will get back to you.” and is back in the chat. The conversation goes to the department that answers calls for the brand, with the line “Missed call”, and your team gets a push. The handset only appears during your call hours and when somebody it should ring for is available anyway.
Is the call recorded?
Only if you switch recording on for the brand and everyone agrees. It is off by default. The customer is asked in the chat window, your team member agrees once in their profile or during the call. Only audio is recorded, both sides see “Recording” and can stop it at any time. The audio file is deleted after 30 days (adjustable), the transcript stays with the conversation as an internal note. Transcription runs via Mistral in Paris, so inside the EU. Customer and team do not see each other’s IP address.
Does it work in the app too?
Yes. The Talkward app rings and you can answer there. Recording only happens when the call is answered in the web inbox.
What happens if the customer changes the page during the call?
The call continues. The chat window opens by itself on the new page and reconnects, with two to three seconds of silence in between. Safari may ask for the microphone again. If the customer leaves the store completely, the call ends after 30 seconds.
On which pages does the handset pay off most?
On landing pages and pages where customers stay for a while: product page, advice, instructions. Anyone clicking through many pages during the call hears a short pause at every change.
Can I set who answers and when?
Yes, per brand: specific people or departments, and call hours per weekday with several time windows and your own time zone. Outside those hours the chat window shows no handset.
What do calls cost?
€9 per month per brand, from Professional, cancel monthly. The first brand is included, every further brand with calls costs another €9. No per-minute rates. Transcripts use AI credits, about 6 credits for a 10-minute call. Video calls (€19 per brand) include voice calls. All prices are provisional and net.
Goes well with
Video callsThe customer shows the product to the camera, your team sees at once what is going on. Voice calls included.
Screen viewSee live which store page the customer is stuck on, once they allow it in the chat. Inputs masked, nothing stored.
Calendly integrationBooking link with one click from the conversation, pre-filled. Bookings and cancellations in the conversation and the record.- All integrationsShop, ERP, marketplaces, shipping and service
Secureyour seat.
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