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What it’s for

To call a customer over WhatsApp, answer when they call, and keep a record of how the conversation went.

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Who can do it

Anyone with access to the Call Center screen. To call from a number, the person must be allowed to use it: Owner, Admin, and Supervisor call from any number; the Operator calls only from the numbers where they were added as a member. It appears if the agency has enabled the Voice module for the organization.

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Where to click

Call Center › Now. You can also call from the contact’s chat and from the Callbacks tab.

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Step by step

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Make a call

1

Allow the microphone

The browser asks for permission the first time. Without it, no call can be made.
2

Say who to call

In Who do you want to call?, type a name, a number, or paste a phone number. If the number is new, always include the country code and the area code.
3

Choose the line it goes out from

In Calls from, choose the organization’s number that will make the call.
4

Click Call

The Keypad button opens the keys to dial the number.

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Answer a call

When someone calls, Incoming call appears with the number (or “Unknown”) and the organization’s number it came in through. Use Answer or Decline. During the call you have Mute and Hang up. To stop it from ringing in your tab, use Pause receiving. The number keeps ringing for the rest of the team.

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During the call

  • Hold puts the customer on hold. They can’t hear you and there is no music, so warn them first.
  • Transfer call passes the call to another person, with a short message. If they decline or don’t answer in time, the call stays with you.
  • Live coach listens to the call and shows tips in categories such as What the customer wants, Contact detail, Alert, and About what you said. You turn the switch on and off for each call. It needs AI to be set up in Settings › AI.
  • There is a field for notes. The note is saved in the call record.

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After the call

How did the call go? appears. Choose the outcome, check the summary and, if you want, create a Callback. You don’t receive new calls while you record. If you prefer, use Record later and do it from History.

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What happens next

The call goes into History. The callback becomes a call task for the person you chose and appears on the Callbacks tab, in groups such as OVERDUE, TODAY, and TOMORROW.

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Common errors

  • “The browser blocked the microphone.” Allow the microphone for this site and call again.
  • “No microphone available.” The microphone is disconnected or in use by another program.
  • “There’s already a call in progress.” Finish the current one before starting another.
  • “All channels are in use.” Wait for a call to end. If there is no call, see Release channels in Voice numbers.
  • “Call balance used up for this number.” Talk to your agency.
  • “Live coach credits ran out.” The call continues; only the Coach stops. Talk to your agency.
  • “This call was already answered on another account or inbox.” Someone else took the call.

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