Handle Gorgias Voice ticketsUpdated 2 hours ago

The Gorgias Voice add-on allows you to make calls and track conversations with your customers as tickets in your helpdesk. Admins can configure Voice integrations to route calls to specific teams of agents, and when a customer calls, it will ring in your helpdesk. You can use ticket management features — like Tags, Fields, Rules, and more — on Voice tickets the same as you would other tickets in your helpdesk.

Requirements

• Available on all Helpdesk plans with the Voice Add-on
• Only Admins can set up Voice
• All roles can answer calls

Answer incoming calls

Calls to your helpdesk are routed to queues, and distributed to agents in order of availability. To be eligible to answer a call, an agent needs to be assigned to a queue. When your status in Gorgias is set to Available, and an incoming call reaches the queue you’re assigned to, you’ll hear a ringing notification and a banner will appear along the bottom of your helpdesk for you to Accept or Decline the call. If your status is Unavailable, you’re on another call, or you’re in a wrap-up period after a recent call, you won’t be notified of incoming calls.

1. When a call rings, click Accept on the banner at the bottom of your browser window.
2. Once you’ve answered the call, you’ll be taken to the Voice ticket, where you can see previous ticket events; ticket data such as tags and fields; and customer information, like their profile, the customer timeline, and widget data.
3. In the call bar along the bottom of your browser, click the recording icon to start or stop recording the call.
4. To mute or unmute yourself, click the mute icon.
5. To end the call, click the red phone icon.
   
   

Place a call on hold

When you place a call on hold, the caller will hear hold music while the line will be silent for the agent. If there was a call recording in progress before you placed the call on hold, the agent will continue to be recorded, but the caller will not be recorded for the duration of the hold.

1. When a call rings, click Accept in the call banner at the bottom of your browser window.
2. Click the pause icon on the call bar. To prevent yourself from being recorded, click the mute icon, or the stop recording icon.
3. To return to the call, click the pause icon again. To unmute, click the mute icon again and to resume recording, click the recordingicon.
   
   

Transfer a call

If while on a call you realize your customer needs to be redirected, you can transfer the call to another agent, to a queue, or to an external phone number.

Transfer to an agent

When transferring to another agent, you’ll only be able to select from agents who are online and available. While the call transfers, your customer will be muted, and hold music will play until the call is picked up by the next agent. You’ll remain on the line and you won’t be available for incoming calls until the call you’re transferring has been picked up. If the agent declines or misses the call, you’ll be reconnected with the caller.

1. When a call rings, click Accept in the call banner at the bottom of your browser window to answer the call.
2. Click the Transfer icon in the call banner.
3. Search for and select a new agent.
4. Click Transfer Call.
   
   

Transfer to a queue

If all agents are unavailable, you can transfer the call to a queue so the caller can wait for the next available agent. When transferring to a queue, you’ll be available for new incoming calls once the call is added to the queue.

1. When a call rings, click Accept in the call banner at the bottom of your browser window to answer the call.
2. Click the Transfer icon in the call banner.
3. Select the Queues tab.
4. Search for and select a queue.
5. Click Transfer call.
   
   

Transfer to an external number

You can transfer a call to an external number to move the call to a phone line outside of Gorgias. When transferring to an external number, you’ll remain on the line until the call is accepted or declined; at which point you’ll be disconnected and made available for new incoming calls.

1. When a call rings, click Accept in the call banner at the bottom of your browser window to answer the call.
2. Click the Transfer icon in the call banner.
3. Select the External tab.
4. Enter a phone number.
5. Click Transfer call.
   
   

Place outbound calls

Outbound calls placed in Gorgias are tracked in tickets, just like incoming calls. When a customer has a phone number in their Customer Profile, you can search for the customer by name to place a call. If you sync your customers with Shopify, there might be a different phone number in their default shipping address than their profile. To call the number in their default address, enter it manually.

1. From your helpdesk, click the Tickets icon in the main menu.
2. In the menu, click Place call.
3. Enter a phone number, or search for and select a customer to dial the phone number in their profile.
4. Click the dropdown menu below the dialpad to select a Voice integration. This will determine which of your phone numbers the call comes from.
5. Click Call.
   
   

Voice ticket events

Unlike text-based channels like Email, SMS, or Chat; Voice tickets don't have messages, they have events. Every incoming or outgoing call is logged as an event in a Voice ticket, and any related recordings, transcripts, or voicemails will be attached to the call event. Once an incoming call stops ringing, you can also see which agents it was distributed to, and whether they declined, missed, or answered the call.

Review routing events

You can see how a call was routed and who it was distributed to by checking the timeline. The timeline shows when a call first entered a queue, who it rang for, whether they missed, declined, or answered it, as well as whether it was transferred to another queue or agent.

1. From a Voice ticket, click the ⌵ down icon next to Answered by [Agent Name]. For missed calls, the carat icon will appear next to Missed call.
2. Review the routing events. Click the carat icon again to collapse the timeline.

Listen to call recordings

When a call is recorded, the recording will be stored in the ticket for six months before being automatically deleted. A recording transcript will also be attached to the call event when transcription is enabled.

1. From a Voice ticket, locate the call event that was recorded.
2. Click the ⌵ down icon next to Call Recording.
3. Click the Play icon to start the recording, and the Pause icon to stop it.
4. Click the Volume icon to adjust the volume or mute the recording.
5. Click the three dots icon, then select Playback speed to speed up or slow down the audio recording.
6. Click the trash can icon to delete the recording.
   
   

Listen to voicemail

When a call is directed to voicemail, the recording is stored in an open ticket in your helpdesk for agents to listen to when they’re available. A voicemail transcript will also be attached to the call event when transcription is enabled.

1. From your helpdesk, locate an open Voice ticket in your ticket views.
2. Click the ⌵ down icon next to Voicemail left.
3. Click the Play icon to start the recording, and the Pause icon to stop it.
4. Click the Volume icon to adjust the volume or mute the recording.
5. Click the three dots icon, then select Playback speed to speed up or slow down the audio recording.
6. Click the trash can icon to delete the recording.
   
   

Create Views and Rules

Whenever a Voice integration is created in your helpdesk, we’ll automatically add a shared View to the sidebar that filters your tickets by channel (Phone) and phone number (Voice integration). Admins and Leads can create additional shared Views and Rules for further ticket organization and automation.

Create Views

If you’d like to organize the Voice tickets in your helpdesk, you can create a View. Admins and Leads can create shared Views for everyone in your helpdesk, and Basic users and below can create private Views for personal organization. For example, you might create a View that filters all Voice tickets tagged with call-missed, so you can easily review missed calls when you’re available.

The following filters can be used when creating Views for Voice tickets:

• Channel is: Phone
  You can filter tickets by channel to see all Voice tickets, regardless of which phone number placed or received the call.
• Integration is: [the name of a Voice integration in your helpdesk]
  Filter tickets by specific Voice integrations to see calls that were placed or received by specific phone numbers
• Tags contains all of:
  By default, we create a tag for each Voice integration’s phone number to help you keep your tickets organized, and a call-missed tag to help you identify tickets with calls that ended because no agent was available. The phone number tag is automatically applied to all Voice tickets, and the call-missed tag is automatically applied to all missed calls.
  
  

Create Rules

Admins and Leads can also create rules to automate actions on Voice tickets. For example, you might create a rule that automatically adds a custom tag to Voice tickets. Then, you can use the custom tag to search for tickets in your helpdesk, analyze call volume, or automatically add tickets to custom Views.

You can create Rules that apply to Voice tickets using most available rule variables, however, the following variables do not apply to Voice tickets:

• WHEN:
  • New message in ticket
• IF:
  • Message:
    • Body
    • From agent
    • Intents
    • Public
    • Sent date
    • Sentiments
    • Receiver email
    • Sender email
    • From address
    • From name
  • Ticket:
    • From agent
    • Language
    • Last message date
    • Last received message date
    • Satisfaction survey score
  • Self Service:
    • Order Management
    • Self-service store