Agent > Using Whisbi from a mobile device > Getting your first One-to-One session/call > How to recover a session

How to recover a session

This documentation is deprecated and is replaced by the update of the ‘Agent Desktop’.

Click here or navigate to the ‘Agent Desktop‘ section in the navigation bar of the Help Center.

There may be two scenarios in which you may need to recover a session:

  • Your call dropped or the session was interrupted on your customer’s side
  • You scheduled another time with your customer.

Dropped call:
 If your call dropped then the Whisbi session will finish on both sides. This means that if you call your customer back again manually(?), you will no longer have a Whisbi session going on. 

You can guide your customer to get a new PIN either from your website (if the Whisbi PIN button is present) or directly from
Once your customer gives you the PIN you can enter it in the text box above your profile picture and a Whisbi session will be launched.

Entering PIN- Android // Entering PIN – iOS

Scheduled: If you have scheduled a callback with your customer you will then have a pending Lead with your customer’s phone number.

If you are using LDS no further action is needed as the scheduled call will appear on the pending leads section 30 minutes before the time it was arranged.

If you are not using LDS the call will be generated automatically. However if you need to recover a previously opened/a lead that is still open, you will need to use Whisbi Desktop from a computer’s browser in order to handle it.

In this scenario you will have to go to the Lead Finder on the Whisbi Desktop’s waiting screen. It’s located in the upper left corner. Once you click on the Lead Finder you’ll see the search box. When you find the pending lead you can click on it and then “Open” to bring the session back.

To get your customer back with you in an active Whisbi session, direct them to your website or to obtain a PIN.