There are many ways to contact a customer within Contact. Agents can call customers or send emails and SMS messages depending on their role.
Contact a customer #
- Using the inbuilt WebRTC softphone from the Quick Dial panel (see Calling from the Quick Dial panel).
- Using the inbuilt WebRTC softphone from the Outbound Call dialog (see Calling from the Outbound panel).
- Using “Click-To-Call” from your recent calls list (see Calling from your recent calls list).
- Using “Click-To-Call” from your saved contacts (see Calling from your saved contacts).
- From your handset.
- Sending an email or social media message to an existing contact (see Contacting a customer by email or social media).
- Sending an ad-hoc email (see Sending an ad-hoc email).
- Sending an SMS message (see Sending an SMS message).
| Note: When you make an outbound call using either “Click-To-Call” or your WebRTC softphone, you are marked as “busy” and so are unable to handle incoming calls or other interactions. However, if you place the call from your handset, Contact knows nothing about it, and so you are not marked as “busy” and your activity is not logged for statistics purposes. |