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Make outbound callsUpdated 21 days ago

Call a customer from their profile

Using this method will automatically create a new ticket with the outbound call, regardless of the current screen that the agent is on.

1. Go to a ticket where the relevant customer has been set.

2. Click the phone number you wish to call in their profile.

3. Click Make outbound call.

4. If you have more than one Voice integration, select the phone number you wish to call from.

During any outbound call, you can place callers on hold.



Call a customer from a ticket

1. Go to a ticket where the relevant customer has been set.

2. From the channel selector above the reply box, select Phone.

3. Click on the Call button under the customer's phone number that'll be displayed.



Call any number from a ticket

1. Open any ticket.

2. From the channel selector above the reply box, select Phone.

 3. Click on the customer's phone number that'll be displayed to edit it.

4. Click on x to remove the existing phone number and enter the number you want to call.

Make sure to use the correct formatting for the number or the call won't be permitted.
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