Handle phone and messenger calls
Customers on the appropriate customer support plan can call their regional Support team for advice and guidance. Every call creates a conversation, whether it is answered, missed, or outbound, so there is always a thread to follow up on and a record of what was agreed.
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- Merge a lead into an existing userMatch an unrecognised caller to their user record and keep their phone number on file.
- Answer and decline inbound phone callsTake a call, pass one on, and know what happens to your status at each point.
- Transfer a call to another teammateHand a live call to the right person, with or without a briefing first.
- Make an outbound callCall a customer back from a conversation, or start a new call from the Inbox menu.
- Share a customer screen during a messenger callSee the issue first-hand while you talk the customer through it.
- Find call details and recordingsLocate the recording, transcript, and metadata behind any call or voicemail.
- Voice - FAQsAnswers to common questions and known issues for Voice in Intercom.