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Workflows

Should the agent leave a voicemail on the first missed call or the second?

In Configs > Call Settings there is a "Leave Voicemail on Second Attempt" toggle. Leave it on and the agent only leaves...

What are short codes and how do I insert one?

Short codes are {{...}} placeholders replaced with real contact or account data when a message is sent. Every message field (First Message,...

What are the tabs on the workflow editor?

The sticky tab bar has Agent, Tools, Follow Up, Schedule, Configs, Outreach, A/B Testing and Integrations. Each is a page of the...

What are Tools and how do I add one?

Tools are actions the agent can take mid-conversation. On the Tools tab press "Add Tool" to open the tool picker, click a...

Phone Calls

Some of my calls have no interest level. Can I fill them in?

Yes. On Reports > Calls Dashboard a banner appears while calls are ungraded ("N calls have no interest level yet") with a...

Support Tickets

Somebody keeps emailing junk into the inbox. Can I block them?

Open the ticket's row menu (or the ticket page) and choose "Suspend this email". Their future mail is held instead of becoming...

Two tickets are about the same thing. Can I merge them?

Yes. On the ticket page click Merge, search by ticket number or subject, then click "Merge into this" on the right candidate....

What are Message Shortcuts (canned responses)?

Go to Support > Shortcuts. Add a shortcut with a bang trigger (for example "!thanks"), an optional tag group, the rich-text Message...

Support Inbox (Chat Messenger)

The AI is handling a chat and I want to step in. How?

With the conversation open, click "Take over" in the header bar. The conversation's handling mode switches to human and the AI stops...

Mobile Support App (Pwa)

The app says push is unavailable. Why?

The settings screen reports the exact reason: push is not set up on the server yet, this browser cannot receive push notifications,...

What are the tabs at the bottom of the app?

Home, Inbox (badged with unread conversations), Tickets (badged with tickets needing a reply), Tasks (badged with overdue) and Contacts. Settings is behind...

Billing & Plans

What am I actually paying per seat?

Seats are priced per Employee add-on, with separate monthly and yearly prices. A super admin can record a custom per-account price and...

What are wallet credits and how do I top up?

The Wallet credits card on Billing shows your balance, which funds usage-based activity (calls, SMS, AI). Click Add Credits, set the amount,...

Group Lists

What are Include and Exclude filters on a list?

When creating or editing a list you can add Include Filters and Exclude Filters: rules that automatically decide which contacts belong. Each...

Knowledge Bases

What are Knowledge Base Categories?

Categories are the grouping layer for articles, managed at Library > Categories where you can create, edit and delete them. Every article...

Email Templates

What are System Emails and how do I customise them?

Library > Email Templates > System Emails lets each account swap the platform's transactional emails for one of its own templates. The...

Telephony Approval (Sms Registration)

What are the steps in the approval process?

The stepper is: 1 Business Information, 2 Authorized Representative, 3 Business Address, 4 Submit For Evaluation, 5 Submit For Review, then the...

Sequences

What are the tabs on a sequence page?

Performance, Enrollments, Steps, Settings and Automate. The header shows the sequence name with a pencil to rename it, a Live or Draft...

Super Admin

What billing controls does the super admin account details page have?

The account details page shows the account name, total agents, total employees, payment cards (with an add-card modal and a default card),...

Dashboard

What call figures does the dashboard show?

Four call cards (Total Call Minutes, Number of calls, Total Spent and Average Cost Per Call) plus two breakdown panels: Phone Calls...