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Patrik Fernberg

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Recent activity by Patrik Fernberg

  • 4. Personal AI-Telephonist

    General informationA Personal AI Telephonist helps you handle incoming calls on your personal extension.It can answer, take messages, transfer calls, or let important people through — all based on ...

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  • 4. AI-Telephonist

    General informationThe AI Telephonist automatically handles incoming calls, routes them to the right person, and can give simple answers to callers.It can also recognize users, leave messages, and ...

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  • 1. Activate AI-Agents

    Activate AI at the organization levelTo use AI features like an AI Telephonist, Personal AI Telephonist, or AI Support Agent, AI first needs to be activated at the organization level.TipsGo to AI →...

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  • Create an Email channel

    In the Contact Center, you can manage incoming emails through an email channel. This guide explains how to create a new email channel, set opening hours, add agents, and verify your domain.Step 1: ...

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  • Create an Email Address

    When creating an email channel in Contact Center, you first need a public email address. This guide walks you through how to create the address, verify the domain, and set up forwarding to ensure e...

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  • Archive in Contact Center

    In the Archive view, you can search and filter cases that have already been handled in the Contact Center. Here you can, for example, retrieve closed cases, follow up on specific customer conversat...

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  • From customer inquiry to tickets in the Contact Center

    OverviewWhen a customer contacts you – via email, web chat, or phone – a case is automatically created in the Contact Center.A case is the core of all support work: it collects the customer’s messa...

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  • Understanding Case Statuses in Contact Center

    In the Contact Center, case statuses are used to show where a case is in the handling process. This helps both agents and supervisors quickly get an overview, prioritize correctly, and follow up on...

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  • Input collector

    You can find the setting under:Organization settings → Phone System → Answer groups → Input collectorIn addition, the Input collector integrates seamlessly with Insights webhooks, allowing the coll...

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  • 4. AI-supportagent

    General informationAn AI Support Agent acts as a digital colleague that helps handle incoming cases via phone or chat.It can answer questions, resolve simple cases, or transfer to a human agent whe...

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