Start the Telecaller Workspace
Give your staff one screen to dial customers, take hand-overs from the AI and save outcomes.
Before you start
- The Workspace comes with hand-over to your staff, on Professional and Enterprise.
- A phone number of your own. Calling from the Workspace needs one, and our team assigns it.
Give people a number to call from
On Phone Numbers, give a number to a person or a desk. A number given to a person is theirs, and calls to it ring them first. Members of a desk without a number of their own call out from the desk's numbers.
Where:Phone Numbers
Invite your telecallers
In Team Members, press Invite member and pick the Telecaller role. Whose data decides what they see: their own, their team's or everyone's. Switch on Takes handed-over calls if they should get calls from the AI. Hand-overs ring a person only once they have verified a mobile.
Where:Team Members
Give them their contacts
A Telecaller sees only the contacts given to them, the ones they have called and their callbacks. In Contacts, select rows and press Give to. If your workspace masks numbers for their role, they see part of the number and Call still rings the real one.
Where:ContactsCompliance
Go Available
In the Workspace, your status is Available, Break or Offline. While you are Available, hand-over calls ring on any page of the dashboard, as long as one tab is open. Break and Offline only stop hand-overs ringing you: you can still dial.
Where:Workspace
Make a call
Dial from the dialpad or click a number. On a call you see the customer's record, the call controls and the outcome to save. A call is billed once they answer, from ₹1.5 a minute, with no AI on it. Reloading the page during a call hangs up on the customer, so your browser asks first.
Where:Workspace
Save the outcome
Fill in the outcome while you talk. Hang up and save ends the call first. Calls come to you again when the wrap-up time runs out, even if you have not saved, so save first. Do not call puts the number on the Do-Not-Call list for everyone.
Where:Workspace
Practise before real calls
Give someone Practice calls in Team Members, and Practise appears in their Workspace. An AI customer calls them on this same screen, with a made-up account and a script. It never rings anyone and never counts in call reports. Set how many a day in the Hand-over settings.
Costs and what to watch
- Call, a click on a number, and Call on a callback ring a real customer and are billed once they answer, from your wallet after included minutes are used.
- A recorded Workspace call is also transcribed live, which is charged per minute when your plan prices it.
- If you switch off the recorded-call notice, your staff must tell the customer themselves.
Read next
Set up hand-over and desks
Decide when the AI passes a call to a person, who gets it, and what happens when nobody is free.
Read more →Make your calls better with QA and the Simulation Lab
Read real calls, rehearse against difficult customers, grade what happened and feed the fixes back.
Read more →Get ready to go live
A last check before real customers hear your agent: words, hours, opt-outs, recording, money and who is watching.
Read more →