Contact Center 101

Basic Information

Welcome to this 101! Here we’ll go through the basics.

The Contact Center brings all your communication channels together in one place to streamline customer management and improve agents’ workflows.

Below is a quick overview of key features and how you can use them.

Users with the Contact Center permission have access to the Contact Center menu under Organization Settings.
All users with the Contact Center Agent license have access to the Case View.

The Contact Center license is built around something called Credits.

There is no predefined package — you choose which channels you want in your Contact Center by purchasing them with your Credits.

With a web widget, you can easily allow customers to contact you directly via your website.

You can customize the appearance and add features such as web chat and callback.

By using web chats, your customers can quickly and easily get in touch with you.

All chats that take place through the web chat can automatically create cases in the Contact Center.

Answer groups help you handle incoming calls by distributing them to the right agents.

By connecting response groups to the Contact Center, calls can automatically create cases.

With email channels, you can collect incoming emails in the Contact Center and convert them into cases.

This makes it easy for agents to manage customer inquiries via email in the same way as chats or calls.

You can connect multiple email addresses, such as support@ or info@, and configure each address separately.

When a channel is connected to the Contact Center, interactions can automatically create cases.

This allows your agents to efficiently follow up on customer cases across different channels.

Supervisors in the Contact Center play a central role in monitoring agents and channels.

They can log agents in and out of channels and follow up on ongoing cases to ensure that customer inquiries are handled quickly and efficiently.

In the Contact Center, you can manage contacts to easily follow up on customer cases.

Contacts can be added manually or imported, and shared among agents for smooth customer management.