Phone calls

A phone number your agent answers, a small PABX for your team, and what a call costs.

On the Agent plan you can give an agent a phone number of its own. It answers calls the way it answers messages: same persona, same knowledge, same bookings. A number costs RM50 a month, the same as an agent, and you buy one from the workspace Phone page under "Choose a number".

How a call is answered

Each number has a routing mode, set on Inbound routes:

• AI first: the agent picks up on the first ring, every time, and puts the caller through to your team only when it decides to.
• Ring first: your default ring group rings first, and the agent picks up only if nobody answers in time. The seconds you set bound the caller's total wait, however many people are in the group.
• PABX only: your team always answers, and the agent never touches this number.

After hours a number can go to the agent or straight to voicemail. "After hours" follows the opening hours on your Knowledge page: with none filled in, it never arrives, so fill them in first.

Your team's phones

Phone is a small PABX. Owners add extensions and group them into ring groups; each person gets My phone, where they see their own registration, set do-not-disturb and hear their voicemail. You can answer on a desk phone or on the webphone built into the console, and calls between extensions are free.

Live calls shows who is on a call right now. An owner, or an extension marked as a supervisor, can listen in, whisper to the staff member, or join the call; only an owner can end one.

What a call costs

• 80 sen a minute while the agent is on the line, taken from that agent's usage balance like a reply.
• 10 sen a minute of line time for any call that touches the phone network, incoming or outgoing. Line time is never part of an agent's monthly allowance: it comes out of the workspace's shared top-up balance, so keep a top-up in place if you take calls.
• The number itself: RM50 a month, whether or not anyone calls.

Calls, on each agent, is the call log: who called, how long it took, what it cost, and the transcript and recording wherever the agent was on the line. Recordings are kept for 90 days.