Voice & calls
The phone is still how most Nepali customers reach a business, and it is the one channel that usually leaves no trace. Someone rings, somebody helps them, and nothing about it is written down. Tola puts calls in the same place as everything else — attached to the customer, visible in their history, counted in your reports.
How calls work in Tola
Calls are handled in the browser. An agent with Tola open receives the incoming call, answers it there, and the call becomes part of that customer's record: who took it, how long it lasted, and whatever notes were added.
Because a call is a conversation like any other, everything else works on it — assignment, labels, private notes and reporting. An agent who took a call yesterday can see the WhatsApp message the same customer sent this morning, in one history.
Connecting a Nepali number
Tola carries voice over VoIP on NTC and Ncell numbers, so customers call the local number they already recognise and you pay local rates.
Two arrangements are possible, depending on what you already have:
- Name
A new number- Type
- simplest
- Description
We arrange the VoIP line and connect it, so you get a working number without dealing with the operator yourself.
- Name
Your existing number- Type
- keep what customers know
- Description
If you already publish an NTC or Ncell number, it can be brought onto the VoIP service and connected to Tola — so nothing on your signage, invoices or website has to change.
Either way this is set up with you rather than handed to you. Tell us the operator and the number, and we handle the connection. Once it is live you choose which agents can take calls on it, the same as any other channel.
Keep a number dedicated to Tola rather than one also answered on a desk phone or diverted elsewhere. A number ringing in two places produces calls that get answered twice, or not at all.
WhatsApp calling
Where customers already message you on WhatsApp, calls can happen on that same number — no separate line, no per-minute telephony cost, and the call sits in the same thread as the chat that preceded it.
Enable calling in your WhatsApp channel's settings and choose whether to allow incoming calls, outgoing calls or both. See WhatsApp.
For many businesses this is the better place to start. It costs nothing extra, it keeps the whole relationship in one thread, and it does not commit you to staffing a phone line.
Taking a call
An incoming call rings in the browser for every available agent assigned to that number. The first to accept gets it; the rest stop ringing.
During the call the agent sees the customer panel — who is calling, and what happened last time — before saying hello. Private notes can be added while talking. When the call ends, the conversation stays in the queue with whatever status the agent sets, exactly like a chat.
Making a call
Outbound calls start from the customer's record or from an open conversation. They are logged the same way, so a follow-up call about an earlier message stays attached to that thread rather than disappearing.
Missed calls and availability
A call nobody answers is recorded as a missed call and creates a conversation, so it lands in the queue instead of vanishing. That is the point — an unanswered call should generate work, not silence.
Agent availability controls who rings: an agent set to away or offline is not called. Combine that with business hours so calls outside opening times are captured rather than ringing an empty office.
The calls dashboard
The Calls section shows the call-specific picture: volume over time, answered against missed, duration, and who handled what. Read it alongside your main reports to see whether the phone line reduced load elsewhere or simply added a channel.
Before you turn it on
Voice changes how a team works more than any other channel, and it is worth being honest about that first.
- Calls are synchronous. An agent on a call is doing nothing else. Chat and email absorb bursts; calls do not.
- Staffing has to be real. An unanswered phone number damages trust faster than a slow message reply.
- It needs a good connection. Browser calling is only as good as the network and headset behind it — worth testing at your actual office before committing.
- Recording consent is your call. If you record, make sure your practice matches what you tell customers.
Many teams get more from switching WhatsApp calling on for existing conversations than from running a full phone line. Start there if you are unsure.