Sometimes it’s easier or faster to explain a problem by talking. Other times, customers need to see information on screen, share details, or enter sensitive information privately. Until now, customers often had to choose between voice and/or digital channels, repeating themselves and losing context along the way.

Forethought is changing that with Web Call. Web Call solves fragmented support by unifying voice, chat, and visual interaction into a single in-browser conversation with an AI agent. No dialing, tab switching, re-authentication, or phone number required. Just a faster, easier way for customers to get help. 

Voice has always been one of the fastest ways to solve complex issues, but customers don’t always want voice-only experience. They want the flexibility to switch naturally between talking, typing, and interacting on screen as their needs change. By bringing voice, chat, and visual interaction together in one experience, Web Call makes it easier for customers to get help in the way that feels most natural to them where they are in their digital journey.

Why Web Call matters

Traditional support channels make customers choose a path before they know what they need.

• Chat is fast, but it can feel limiting when a situation gets complex or hard to explain.
• Calls feel more personal, but they usually take more effort to start and may require duplicate inputs.
• Forms and self-service can be efficient, but they often disconnect customers from the actual conversations they need to have and take more time.

Web Call removes that tradeoff.

Customers can start by typing, switch to voice AI with one tap, and see live visuals, forms, and content while they talk. The result is a support experience that feels faster, more natural, and easier to complete from start to finish.

A more natural way to get help

With Web Call, customers can:

• Type the moment they land on the page
• Talk mid-conversation with one tap
• See rich visuals, forms, and content live while they’re speaking

That means customers can move fluidly between modes. No dialing. No waiting on hold. No starting over.

Built for real support moments

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Web Call can be deployed in an existing support widget or as a standalone experience, and it supports multiple brands so customers can engage in the way that feels most natural for them and brands can tailor the experience based on user segments.

Here are a few examples of what that looks like in practice:

Previously shared information carries throughout the conversation

If a customer is logged in, Web Call can recognize their context and use it to speed up support. The agent can surface relevant details like past orders, current order status, and username, so customers don’t need to repeat information or re-authenticate mid-conversation.

Verify sensitive information without saying it out loud

A customer begins a conversation and needs to authenticate before moving forward. Instead of reading personal details aloud, they can submit a form right in the experience and continue the conversation without breaking flow.

Review orders, images, account details or other key information while speaking

A customer is on a call and wants help with an order. The Voice AI agent can surface recent orders in a visual carousel, giving the customer a clear way to choose the right one while continuing the conversation.

Deliver a more branded, human-feeling experience

Teams can also use a branded avatar to create a polished, realistic support experience that feels aligned with their product and brand.

Beyond those moments, Web Call can also support:

• CSAT collection
• Product recommendations
• Custom branded support experiences
• A voice transcript alongside the live interaction
• Full analytics and insights

Designed for how customers actually communicate

As AI agents become more capable, customers increasingly expect to engage with them in the way that feels most natural in the moment.

According to a 2025 Forethought study, consumers believe voice helps them get help faster. But speed alone isn’t always enough. Customers also need the ability to share context, see what’s happening, and move between communication modes without friction.

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The impact of web call in action

A technology team supporting customers without dedicated one-to-one coverage needed a way to give people instant access to onboarding expertise without requiring scheduled support.

They knew early on that customers learn and communicate differently, especially during onboarding. To meet those needs, they built multiple support channels, including a Web Call agent, to replicate the platform expertise, industry knowledge, and empathy of their onboarding specialists. 

Customers now use web calling primarily as an escalation path for:

• Billing questions
• Technical troubleshooting
• Strategy questions when they need immediate help
• Real-time guidance while actively building, testing, or setting up in the platform

For the team, Web Call has freed specialists to focus on the largest, most complex accounts without leaving other customers underserved.

For customers, it means on-demand support throughout the lifecycle, with no scheduling friction and immediate availability whenever questions arise.

Ready to bring web calling to your digital experience? 

If you’re ready to extend your AI agent directly into your website, reach out to your CSM to learn more.

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