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Introduction to voice calls
FROGED voice calls allow you to implement a fast and personalised telephone service that integrates seamlessly with other communication channels. From FROGED, you can make and receive calls from customers while working on conversations in your inbox, campaigns or reports.
Audio settings
To use the voice call channel, you must allow your browser to access your device's microphone. If the microphone is not configured correctly, an icon will appear next to the ‘Off’ status of the calls to inform the agent that they must give access to the microphone.
When this occurs, the call status cannot be changed, as a call cannot be made without the microphone being properly configured.
When this occurs, the call status cannot be changed, as a call cannot be made without the microphone being properly configured.
Once the microphone has been shared, the audio output and input devices linked to phone calls can be configured in the call button menu.
An agent can modify the audio settings in any status (active, on call, working after call, etc.).
An agent can modify the audio settings in any status (active, on call, working after call, etc.).
Outbound calls
Outbound calls can be made quickly and easily from the FROGED inbox, giving agents the option to communicate more closely and personally with customers when necessary.
At the bottom of the conversation with a customer, there is a button to make a phone call. This initiates the call instantly if the customer has their phone number saved in their profile. You can also call a customer from the user table or from their profile using the quick buttons.
At the bottom of the conversation with a customer, there is a button to make a phone call. This initiates the call instantly if the customer has their phone number saved in their profile. You can also call a customer from the user table or from their profile using the quick buttons.
To make a quick call when you know the phone number, you can open the keypad on the call icon, dial the number, and press the call button. If the contact exists, the name appears automatically, but if not, a new contact with a random name is created.
In the call window, there is a section with the call history for the entire workspace. Each call has quick options, including calling the contact or number, so you can return calls quickly and easily.
Inbound calls
The voice call channel has a status that is independent of an agent's status in the workspace, i.e. an agent can be connected to the workspace but have calls inactive (on/off).
When a call comes into FROGED, it goes to the first agent who is connected and available (on). If they do not answer, it goes to the next agent in the queue, and so on. When an agent picks up the call, the conversation with the customer is assigned to them in their inbox for them to resolve.
When a call comes into FROGED, it goes to the first agent who is connected and available (on). If they do not answer, it goes to the next agent in the queue, and so on. When an agent picks up the call, the conversation with the customer is assigned to them in their inbox for them to resolve.
Call recording
At the end of an inbound or outbound voice call, the recording is saved within the conversation in the inbox so that agents and managers can listen to the content of the call at any time.
In addition to playing the audio of a call, you can view the full transcript of the content and a brief summary. If you need to share the audio or transcript of a call, you can download the file from the message options.
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