eGrow has VoIP calling built in, so your agents call customers straight from the browser β no separate phone, SIM, or desk software. Every call is tied to the order or conversation it belongs to and logged automatically, which is exactly what you need to confirm cash-on-delivery orders and follow customers up. This guide covers setting VoIP up, making and receiving calls, and the call history. You configure it under Settings β VoIP at https://v2.egrow.com/settings/voip.
Note: VoIP is available on plans that include calling. If you don't see it in Settings, check your plan at https://v2.egrow.com/settings/plan. Calling uses your browser's microphone, so the first time you place a call, allow the microphone permission when prompted.
How eGrow VoIP works
eGrow doesn't resell phone minutes β instead it connects to your own SIP provider (the telephony service you buy your number and minutes from) and places the call in the browser over WebRTC. You bring the SIP account; eGrow turns it into click-to-call inside orders, the inbox, and the Confirmation Center. This keeps your calling costs on your own carrier and your number as your caller ID.
Before you begin
- A SIP account from a VoIP provider, with WebSocket (WSS) support β you'll need its connection details (below).
- A headset with a microphone is strongly recommended for call quality.
- Access to Settings β VoIP. Only users who can manage settings can connect VoIP.
Step 1: Connect a SIP line
On Settings β VoIP, click Connect and fill in the details your provider gave you:
- Label β a name to recognize this line (e.g.
Main line). - WebSocket URL β your provider's
wss://signaling endpoint. - SIP domain β the SIP server / realm.
- SIP username and SIP password β your account credentials on that provider.
- Caller ID β the number shown to the customer when you call (e.g.
+2126β¦). - STUN URLs and TURN URL / username / password β the servers that let the audio connect reliably through firewalls and NAT. Your provider supplies these; TURN is what keeps calls working on tricky networks.
Click Save. You can connect more than one line β each appears in the table with its label, caller ID, endpoint, and an Active status.
Step 2: Test the line
Before rolling it out, open a line's menu and choose Test. Enter a number, click Call, and eGrow places a real test call so you can confirm the audio works end to end. If it connects, the line is verified and ready; if not, re-check the WebSocket URL, credentials, and TURN settings. You can hang up from the test dialog.
Managing your lines
From each line's menu you can Edit its details, Test it again, and Pause / Resume it (pausing takes it out of use without deleting it). Passwords already saved show as "set" and stay hidden.
Making a call
Once a line is active, a call button appears wherever there's a customer number β on an order, in a customer profile, and in the inbox. Click it and eGrow dials the customer through your SIP line. A floating call widget appears showing:
- The call status as it progresses β Preparing β Connecting β Ringing β Connected β Ended.
- A live duration timer once connected.
- Mute / Unmute your microphone.
- Hang up to end the call.
- Minimize or pop out the widget so you can keep working while you talk.
Because the call is launched from an order or conversation, it's automatically attached to that record β no copying numbers, and the result is logged for you.
Receiving calls
Incoming calls to your line show up as a notification inside eGrow with the caller's number and Accept / Reject buttons, so agents can answer without leaving their work. Accepting opens the same in-call widget.
Call history
Every call is recorded in a call log you can review, showing the number, the outcome, the duration, the agent who made it, and the date. On an order or customer, the history is filtered to that record, so you always know who was called, when, and how it went.
VoIP + the Confirmation Center
VoIP is what powers calling in the Confirmation Center. There, agents call each new COD order to confirm it, and the call plus its outcome are logged in one flow β the status they record then drives what happens to the order (retry, confirm, cancel) based on your rules.
Important β call recording. If you turn on Record calls in the Confirmation Center settings, recording is done through the agent's computer microphone and captures only the agent's side of the call β not the customer's audio. It's meant for quality checks and training. For it to work, use an external microphone or headset and allow the browser's microphone permission.
Tip: give every agent a headset and have them run a quick Test call after setup. Most call-quality complaints come from a laptop's built-in mic or a missing TURN server β both are easy to fix before you go live.
What's next
With calling ready, put it to work confirming orders in the Confirmation Center, chasing customers in the Follow-up Center, and reaching people right from the inbox.