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Open: Comms, or the call/SMS action on a customer record.

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Before your first call

Confirm your account is active, first-time setup is complete, your number is allocated and communications billing is active. Allow microphone access when your browser asks. Select the intended microphone and speaker/headset and check the phone-ready state. Keep the calling tab open. Mobile browsers and background tabs can suspend activity; a desktop headset is useful for regular calling.

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Make and finish a call

  1. Open the customer and verify the number.
  2. Start the call from the available call control.
  3. Wait for the connected state before speaking.
  4. Use mute and audio controls as needed.
  5. End the call and confirm the recorded outcome.
  6. Add the next task or appointment.
Only one outbound call should be active on a line. A failed or unanswered call is not connected talk time.

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Send a message

Open the customer’s conversation, confirm the destination and sender, read recent activity, enter the message and send. Check its status afterwards. Queued, sent and delivered are different states. SMS can use multiple billable segments depending on length and characters. Check the communications rates agreed during onboarding. Respect STOP, do-not-contact and channel consent. Do not switch channels to bypass a customer’s request not to be contacted.

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Resolve problems

If the phone is unavailable, check PayTo, member setup and the assigned line. If audio fails, check browser permission and selected devices. After returning from sleep or a network change, wait for reconnection before trying again. For a failed SMS, read the message’s status instead of repeatedly sending duplicates.

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ArgonixIntelligence in this workflow

CallIntelligence can provide a summary when recording/transcription is available. Missing transcripts cannot support a verified summary.

Related topics

3. Make the conversation countRun your sales dayConfigure customer follow-up journeysRevise and manage quotesCreate and send a quote