What is click-to-call?

1. In SalesIQ dashboard, navigate to Settings -> Brands -> {Your brand}  -> Installation -> Website.
2. Under Communication mode, enable Call option. 
   

1. Now, the click-to-call feature is enabled successfully. The visitors can directly call you without having to initiate a chat by clicking on the call button from the SalesIQ chat widget. 

Note: Click-to-calls and audio calls are supported only for website channel at the moment. 

Call-only system

What is call-only system?

How to setup a call-only system?

1. In SalesIQ dashboard, navigate to Settings -> Brands -> {Your brand}  Installation -> Website.
2. Under Communication mode, uncheck the Chat option while the Call option is checked. 
   

1. Now your visitors will no longer be able to initiate a live chat through your website and will only be able to call.
   

1. Immediate assistance: When customers have an issue or question, they often want a quick resolution. With a call-only support system, they can speak directly with a representative and get the help they need right away.
2. Personalized support: Speaking with a representative on the phone allows customers to explain their issue in detail and receive personalized assistance. This can lead to a better overall customer experience.
3. Increased efficiency: Calls can often be more efficient than other forms of communication, such as email or chat, as issues can be addressed and resolved in real-time.
4. Easy access: A call-only support system is easy to use for customers, as they can call with just a click without even starting a chat conversation. This can be especially convenient for customers who may not have access to a computer or prefer to communicate over the phone.

Call Routing

Why and where should you use call routing?

Setting up call routing:

1. To add a new call routing rule: 
2. Go to Settings > Automate > Call Routing.
3. Click on the Add button on the right top corner of the page. 
4. Give your routing rule a suitable title. 
5. Pick the brand for which you want to apply this rule
   

1. Choose your audience - this can be based on website details, technology, visitor details, department, triggered status, UTM values, CRM values, campaigns, company data, user data and general conditions like number of past chats. View all pre-defined conditions available for call routing.
2. Under Routing criteria, you can choose to whom you want to route the calls. There are 5 options available,
   
1. All available operators: The calls will be to all the operators available in the organization.
2. Specific operators/departments: You can pick operators or departments to whom you want to route the calls.
3. CRM lead / Contact owner: If the visitor is a CRM customer, then this option will route the call to the CRM lead/owner of the visitor.
4. Last call attender: The call will be routed to the operator who attended the visitor's last chat (Note: This option is applicable only to the visitors who have already connected with you on call.)
5. Do not route: This option will not route the call to anyone. The calls will end up as missed. 
   
3. If you choose the Specific operators/departments option, you will now get an option to select the operators or departments to which you want to route this chat. You can select entire departments or specific operators from the departments. You can also select an entire department and a few operators from other departments. 
4. Now, you can pick a routing strategy for this rule. There are four routing strategies in call routing. 
   
1. First available: The calls will be routed to the operators who have completed their previous call and are available to pick up more. For example, if there are 10 operators and everyone is engaged in different calls. If one operator completes a call before another and when their status changes to available, then the next call will be routed to that operator.
2. Least loaded: Calls will be routed to the operator who has attended the least number of calls. 
3. Route one-by-one: The calls will be routed to available operators in the round-robin method. For example, if there are 10 operators, then the calls will be routed from the first operator to the last available operator in an order and when the ten operators have received their first round of chats, the second round of calls will be routed and queue to all of them starting from the first operator in the same order. If an operator switches their status from available to busy, they will be removed from the order temporarily and moved as the last operator and will receive calls only when their turn comes in the queue.
4. Simultaneous routing: This option will route the calls to all selected operators and departments simultaneously. 
   
5. Now, click on Save to establish this call routing rule. Once saved, all the calls that match the set conditions will be routed based on this rule. 

How to disable/delete a call routing rule?

1. To disable a rule, click the Enable/Disable toggle button.
2. To delete a rule, click on the Delete (trash) symbol on the right side of the rule.
3. A confirmation pop-up appears. Click Delete and the rule will be deleted.
   

What is the order of Call Routing?

Call Queue

Where do I find all the calls in queue?

1. You can find all the queued calls by navigating to Calls section in the SalesIQ dock. 
   

1. In the Calls section, you can find all the queued calls in the Call Queue view.
2. View all the calls in queue in the list view section. 
3. Click on a call in queue to view its details, you can then, choose to answer or decline the call.
   

Note:

1. Answering a call in queue while on call will end the current call. 
   
2. The number of calls in queue is based on the limit set for you by your admin in the operator settings. 

Transferring calls to operators

How do I transfer my ongoing call to another operator?

1. On the call widget from your operator dashboard, click on the three dots to open the more options. 
2. Now click on the Transfer call option.
   

1. Choose the operator to whom you want to transfer this call. Now click Transfer. 
   

1. You can add notes to let the operator know why you are transferring this call. Once done, click on Done. 

Note: You will still be on the call until the operator pick up the call transfer invitation.

Call Monitor