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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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Only 2.6
Release Notes 2.6Live update: 2025-10-21Platforms: All New FeaturesAIWe’re launching our AI Agents! Meet the AI Receptionist, Personal AI Receptionist, and AI Support Agent.AI Support AgentThe AI S...
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Let internal calls through when you’re busy
When you have an active activity status (e.g. “Super busy”), you can choose whether calls from colleagues should be allowed through or not. This means you can be unavailable for external calls whil...
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