Outbound calls come in three types, and each support team calls from its own number. Select the number that matches the customer region and support team, so the call is recognised and answered.
Call type | What the customer receives |
Phone call | The call arrives on their phone or mobile device. |
Messenger voice call | The call arrives through the Message Launcher in their browser tab, with audio only. |
Messenger video call | The call arrives through the Message Launcher in their browser tab, with audio and camera visuals. |
📌 Note: The conversation is assigned to you automatically when you place the call.
Call from a missed call or an open conversation
To return a call, work from the conversation itself.
Open the conversation.
Click the Phone icon at the top of the conversation.
Select the Call option you need.
Start a new call
To call a customer who has no open conversation, start from the Inbox menu.
Click the plus icon in the Inbox menu, then select Phone.
Use the drop-down menu to select the number you are calling from, for example "UK - Unleashed - Technical Support".
Click the nine-dot icon to call the customer by phone number, or click the two-person icon to search for an existing user.
Select Call.