Make outbound callsUpdated 6 months ago

Make an outbound call

1. Select Place Call from the main menu
2. Enter a phone number using the dial pad
   • Alternatively, search for an existing customer by typing their name or phone number into the field
3. Use the dropdown menu to select the phone number you want to use to place the call (for example, your Support Team’s phone number)
4. Select Call to connect with your customer

Make a call from a customer's 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.

Make a call 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.