kerabie_helpdesk_flutter_calls

Voice and video calls for the Kerabie help desk in a Flutter app. A call button and a call screen that sit on top of kerabie_helpdesk_flutter.

Calls are a separate package so apps that only want chat do not carry the WebRTC code.

• Free agents are rung together and the first to answer wins
• The AI voice agent answers when nobody is free, if you turn it on
• A waiting screen with the customer's place in the queue
• Mute, camera and hang up; a call you reopen the app into is picked up again

Before you start

• Chat set up with kerabie_helpdesk_flutter (a KerabieProvider above your app).
• Calls turned on in the dashboard under Settings, Calls, and call minutes on your plan.

Install

flutter pub add kerabie_helpdesk_flutter_calls

It needs Flutter 3.27 or later and Dart 3.6 or later.

iOS

Add a reason for the microphone, and the camera if you use video, to ios/Runner/Info.plist:

<key>NSMicrophoneUsageDescription</key>
<string>Talk to our support team</string>
<key>NSCameraUsageDescription</key>
<string>Show our support team what you see</string>

Android

Add to android/app/src/main/AndroidManifest.xml:

<uses-feature android:name="android.hardware.camera" />
<uses-feature android:name="android.hardware.camera.autofocus" />
<uses-permission android:name="android.permission.CAMERA" />
<uses-permission android:name="android.permission.RECORD_AUDIO" />
<uses-permission android:name="android.permission.ACCESS_NETWORK_STATE" />
<uses-permission android:name="android.permission.CHANGE_NETWORK_STATE" />
<uses-permission android:name="android.permission.MODIFY_AUDIO_SETTINGS" />
<uses-permission android:name="android.permission.BLUETOOTH" android:maxSdkVersion="30" />
<uses-permission android:name="android.permission.BLUETOOTH_ADMIN" android:maxSdkVersion="30" />

Add the button

import 'package:kerabie_helpdesk_flutter_calls/kerabie_helpdesk_flutter_calls.dart';

// Anywhere under KerabieProvider. It shows nothing when calls are off or the plan has no minutes left.
const KerabieCallButton(label: 'Call us'),
const KerabieCallButton(label: 'Video call', video: true),

To put call buttons in the chat header itself, pass the icon variant to the provider. It is a widget you pass in, so the main package never carries the call code:

KerabieProvider(
  config: ...,
  callActions: const KerabieCallButton.icon(),
  child: ...,
)

The button opens a call screen with the queue position, ringing, the call itself and how it ended.

Your own button

final call = KerabieCallController(KerabieProvider.of(context, listen: false));

if (call.available) {
  call.start(); // then show KerabieCallScreen(call: call, chat: chat), or your own screen
}

Member	Description
available, videoAvailable	Calls, and video, are on in the dashboard
phase	idle, starting, waiting, ringing, connected or ended
queuePosition	Your place in line while waiting
handler	HUMAN or AI, once answered
endReason	hangup, cancelled, missed, declined, limit or connection_lost
start({video})	Starts a call; a customer who already has one is put back into it
resume()	Picks up a call that was going when the app was closed
hangUp()	Ends the call, or cancels it before it is answered
toggleMicrophone(), toggleCamera()	Mute and camera
dismiss()	Closes the call screen after it ended

Call dispose() on a controller you create yourself.

How a call is handled

If you ask customers for their details before a chat (the pre-chat form in the dashboard), the call asks the same questions first, once. Pass user in KerabieConfig, or call setUser after login, and a customer you have identified is never asked. On a video call the customer sees the agent, with their own camera as a small picture in the corner.

A call goes to every free agent at once. When nobody is free the AI voice agent answers if you turned it on; otherwise the customer waits in the queue, and the call is marked missed after two minutes. Calls with a person and calls the AI answers are limited separately by your plan.

MIT licensed.