Calls & conversations
Pick up the conversation. With the whole picture.
A missed call, a customer message and an internal note should not become three disconnected stories.
Bring the business line and the customer record into the same working context.
The next person can review the relevant history and available voicemail transcript.
Prepare a reply through the enabled business channel. Try the channel selector in this illustration.
The message, appointment context and internal handoff remain with the customer.
Fictional messages and waveform; nothing is sent or called. Channels require enabled providers, numbers and relevant permissions.
Explore the actions in this area
The next person starts with context instead of asking the customer to repeat everything.
Phone
Call and answer through the configured company line, with the customer context nearby.
- 01Select the company line
- 02place or answer a customer call
- 03review the call record in the customer context.
Texting
Send customer texts from the business number with message history in the workspace.
- 01Open the customer conversation
- 02compose the business text
- 03inspect delivery status and message history.
Voicemail
Review missed calls and available voicemail transcripts before calling back.
- 01Find the missed call
- 02review an available recording or transcript
- 03call back with the customer’s request in context.
Team chat
Keep internal conversations close to the work instead of scattering context across personal chats.
- 01Open the internal conversation
- 02share the relevant job context
- 03let the next teammate continue with the same information.
Read and reply through the configured business WhatsApp connection.
- 01Connect the business WhatsApp account
- 02open a customer conversation
- 03reply within the provider’s permitted messaging rules.
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could come together.
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