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When an agent is on a call with a customer, he or she can access the conversation in the inbox to use all the tools available in it: reply via a text channel, send a private note, tag the conversation, consult customer information...
It is not necessary to have the inbox open to manage a voice call, but you can navigate throughout the product to perform other tasks and queries.
When the agent or customer ends the call, the component changes and the agent's status becomes after call work. Until this state ends, the agent is not available to receive calls. Clicking the finish button returns the agent to available state.
Answer calls from inbox
When agents have voice calls enabled, they can receive an incoming call at any time and in any product view.
To answer an incoming call, the agent must click the green button and can immediately speak with the customer. After 15 seconds, if the agent does not answer or rejects the call, it will be transferred to the next available agent.
To answer an incoming call, the agent must click the green button and can immediately speak with the customer. After 15 seconds, if the agent does not answer or rejects the call, it will be transferred to the next available agent.
The calls are displayed on the button in the upper right corner next to the avatar. At any time during a callout, the component can be shown or hidden from this button with a single click. In addition, the callout component itself can be moved around the screen to avoid interrupting other actions or hiding content.
When a customer calls, a conversation is created in the associated inbox. If one is already open, it will be updated as the last message. The "more details" button takes you to the conversation in the inbox.
When an agent answers a call, the associated conversation is assigned to that agent.
When an agent answers a call, the associated conversation is assigned to that agent.
Actions during the call
When an agent is on a call with a customer, he or she can access the conversation in the inbox to use all the tools available in it: reply via a text channel, send a private note, tag the conversation, consult customer information...
It is not necessary to have the inbox open to manage a voice call, but you can navigate throughout the product to perform other tasks and queries.
The callout controls appear in the component:
- Minimize the call component to the button in the upper right corner.
- Drag the call component across the screen
- Open the conversation in the inbox
- Show keyboard
- Disable the agent's microphone.
- Put the call on hold
- Transfer the call to another agent or computer in the workspace
- End the call
In some calls it is necessary to use keypad to answer surveys or select company data. The keypad is shown and hidden on first button.
Actions after the call
When the agent or customer ends the call, the component changes and the agent's status becomes after call work. Until this state ends, the agent is not available to receive calls. Clicking the finish button returns the agent to available state.
Within the call in the inbox, a message appears at the end of the call with the call details and the recording. When you press play, the full audio of the call is played.
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