Follow-up via call history

Who can follow up on a call in a response group's call history?

• All agents in the response group

• All supervisors in the response group

This is how it works

In a response group's call history, you can easily follow up on missed and bounced calls. If you mark a call as followed up here, it will be moved in your Dashboard and Graph, from missed call to followed up call.

Follow up on a call

1. Call back the missed call

2. Click on the checkmark icon

3. Write any comments

4. Click on the checkmark icon

Your comment will be visible to everyone in the group and will be stored in the conversation log.

Follow up a call with SMS

To be able to send system SMS, you need to have permission to do so.

1. Click on the icon with the three dots

2. Click on new SMS

3. Fill in the fields

4. Click send

Your SMS will be stored in the log and will be visible to everyone in the group. Please note that the system does not receive SMS and therefore cannot store them in the call log.