Answer and make calls

Calls ring in your browser, from your website’s voice chat or from your phone numbers. To get a number, see Add a phone number.

Before you start

Every planNeeds: Calls: Take calls

• Allow your browser to use your microphone when it asks.

Answer a call

When a call comes in, an Incoming Call card appears with who is calling and why.

1. Click Accept to answer, or Decline to let it go to someone else.

The call bar then shows the call’s status and a timer.

During the call

• Mute turns your microphone off. Click Unmute to turn it back on.
• Hold puts the caller on hold. Click Resume to come back.
• End call hangs up.

Transfer a call

1. Click Transfer in the call bar.

2. Choose how:

   • Cold Transfer: the caller goes straight to the new person.
   • Warm Transfer: you talk to the new person first, then hand the caller over.

3. Pick who gets the call, add a Transfer note (optional), and click Transfer.

4. For a warm transfer, once you’ve briefed your colleague, click Complete transfer. To keep the caller instead, click Cancel consult.

   You should see the caller connected to your colleague, and the call gone from your call bar.

Call a contact

1. Open the conversation with the person.
2. Click More actions, then Call contact.

To call someone who has no conversation yet, start one with New conversation and choose Phone call.

Review past calls

Go to Analytics›Call History to see every call, with its length, who took it and its status. Click View details to play the recording and Load transcript to read what was said.