WhatsApp-style calls: the user calls the agent

The user taps Call and talks to the agent as on a phone call: full screen, the system's call handling (CallKit on iPhone, a call notification on Android), Bluetooth, the screen off. The agent knows the user called and why: it hears who_called = customer and your reason as call_reason.

What it needs in the dashboard

No push credentials are needed for calls the user places; they are for calls Graine rings.

What to do, in order

1. Set up the app for calls: the microphone; on iOS the Audio background mode (and Push Notifications and Voice over IP if Graine will also ring); on Android nothing — the library's manifest brings it. Optionally, add the SDK's WebRTC module (React Native and Flutter: the build switch) so the call's audio rides WebRTC — Calls over WebRTC.
2. Configure calls once, at launch: the name the call shows, the ring.
3. Show the call screen while your app is open (iOS, Flutter, React Native and Kotlin Multiplatform: you place the SDK's screen; Android opens its own).
4. Place the call from your button with a reason. → It returns the call's id (call_ and a lowercase UUID), or nothing while another call is live; the microphone is asked for if missing; a conversation in the bar ends.
5. Hear the outcome — answered, then ended (local, remote or failed), or failed with why — for your server or analytics.
6. During the call the SDK's screen has mute, the loudspeaker, the chat and end; your own screen calls setMuted, setSpeaker and end.

When a call cannot connect, it ends failed with one of these messages (in the outcome and on the call screen):

With the WebRTC module in the app, a call first has up to 12 seconds to connect over WebRTC; one that cannot does not end — it continues on the WebSocket inside the same call, and the limits above apply from then. transport and transportFallbackReason say which one carried it.

A call starts at once on the agent's settings the SDK already has — this launch's, or the ones kept on the device — and refreshes them behind the call. The variables a call carries: Variables.

The code, platform by platform

GraineInApp.shared.calls.configure(GraineCallsConfig(displayName: "Asha from Acme"))

struct RootView: View {
    @ObservedObject private var calls = GraineInApp.shared.calls
    var body: some View {
        Text("Your app")
            .fullScreenCover(isPresented: .constant(calls.showsCallScreen)) { GraineCallView() }
    }
}

if let callId = GraineInApp.shared.calls.startCall(reason: "order_help") {
    print("Calling: \(callId)")
}

final class CallLog: GraineCallsListener {
    func onCallOutcome(_ outcome: GraineCallOutcome, callId: String) {
        if case .failed(let why) = outcome { print("\(callId) failed: \(why)") }
        else { print("\(callId): \(outcome.wire)") }                 // answered, declined, missed, ended
    }
}
 
let callLog = CallLog()
GraineInApp.shared.calls.addListener(callLog)                        // held weakly

Troubleshooting

In depth: In-app calling · SDK reference → Calls.