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Plans include a phone number to receive calls from customers anywhere in the world. The voice call channel has a status separate from the status of the agents in the workspace, i.e. an agent can be connected in the workspace and be on or off voice calls.
When a call comes in, it goes to the first connected and available agent. If that agent is not available, it goes to the next agent in the queue, and so on. When an agent answers the call, the conversation with that customer is assigned to the inbox for resolution.
At the end of an inbound or outbound voice call, the recording is saved within the conversation in the inbox, allowing agents and managers to listen to the content of the call at any time.
Introduction to voice calls
FROGED's voice calls allow you to implement a fast and personalized telephone answering service that integrates seamlessly with the rest of your communication channels. With FROGED, you can make and receive customer calls while working on inbox conversations.
Audio settings
To use the voice call channel, it is necessary to give the navigator access to the device's microphone. If the microphone is not properly configured, an icon will appear next to the "Off" status of the calls to inform the agent to grant access to the microphone.
When this happens, the status of calls cannot be changed because a call cannot be made if the microphone is not configured correctly.
Once the microphone is shared, the audio output and input devices associated with phone calls can be configured in the call button menu.
An agent can modify the audio configuration in any state (active, in call, working after call...).
An agent can modify the audio configuration in any state (active, in call, working after call...).
Outbound calls
Outbound calls can be made quickly and easily from the inbox, giving agents the ability to communicate directly with customers when needed.
A call button appears at the bottom of the conversation with a customer, next to Send Message, to initiate the call immediately if the customer has the phone number saved in their profile.
A call button appears at the bottom of the conversation with a customer, next to Send Message, to initiate the call immediately if the customer has the phone number saved in their profile.
Inbound calls
Plans include a phone number to receive calls from customers anywhere in the world. The voice call channel has a status separate from the status of the agents in the workspace, i.e. an agent can be connected in the workspace and be on or off voice calls.
When a call comes in, it goes to the first connected and available agent. If that agent is not available, it goes to the next agent in the queue, and so on. When an agent answers the call, the conversation with that customer is assigned to the inbox for resolution.
Call recording
At the end of an inbound or outbound voice call, the recording is saved within the conversation in the inbox, allowing agents and managers to listen to the content of the call at any time.
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