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Workflows

Can I change the speech-to-text used on calls?

Yes. Configs > Transcriber Configuration has a Provider and Model pair for the speech-to-text used to transcribe the caller. It is limited...

Can I check a tool works before running a live call?

Yes. The tool detail panel has a test section that shows "Running test" and then Test Passed or Test Failed. Native call-control...

Can I create my own short codes?

Yes, but only the account admin. Go to Settings > Account Settings and use the Shortcodes panel: fill in Key (lowercase letters,...

Can I hear a voice before I commit to it?

Yes. Under the Voice Configuration selects there is a short editable sample text and a "Hear sample" button. It synthesizes the line...

Can I make a workflow stop on a certain date?

Yes. On the Schedule tab under Ending Date, choose a date, or leave Never selected, in which case the workflow keeps working...

Support Settings

Can I change the wording of ticket emails?

Yes. Go to Settings > Support > Emails tab. There are three template slots: Ticket received, Reply to a customer and Team...

Notifications

Can I choose which notifications reach me?

Not from the Notifications page itself. The per-person matrix lives on the employee record (Employees > open the person > Notifications), where...

Email Templates

Can I copy, export or import email templates?

Yes. From a template you can Duplicate it or export it as a file. You can import a single template, and there...

Onboarding (Quick Setup)

Can I create an agent from the wizard?

Yes. The "Create an agent" step asks for Name (unique within the account), Role, a Workflow, and optionally contact lists, employees and...

Team (Employees, Roles, Departments, Shifts, Tasks)

Can I delete a role?

Yes. Use the red trash icon on the Roles list row (requires delete_role). You can only delete roles that belong to your...

Sequences

Can I duplicate or delete a step, or delete a sequence?

Yes. The builder supports duplicating and removing a step in place, and the header's Actions dropdown has "Delete sequence" with a confirmation....

Can I enroll a whole filtered set of contacts?

Yes. From the Contacts table, select rows (or "Select all matching"), press Enroll on the bulk bar and pick a sequence. It...

Calendar & Meetings

Can I edit or delete events from My Calendar?

You can edit and delete Google events (drag, resize and the edit dialog all write back to Google). KLCT-sourced bookings are shown...

Knowledge Bases

Can I edit or delete lots of articles at once?

Yes. Tick articles in the list and use the bulk edit form. It can set the Category group, Subtopic, Published state (visible...

Scraper (Lead Finder)

Can I find emails for leads that only have a website?

Yes. Leads with a website and no email get a "Crawl this website for an email" button, and there is a bulk...

Support Tickets

Can I import tickets from another helpdesk?

Yes. Go to Support > Tickets > Import. Upload a spreadsheet export, click "Read the columns", map them, choose options (default status...

Phone Calls

Can I intervene in a call while it is running?

Yes. Open a row on Live Calls to get the Call Control modal. It has Listen to Call, Force Speak (type a...

Contacts

Can I merge all duplicate contacts at once?

Yes. The Duplicate Contacts page has an auto-merge action that walks every detected group, picks the contact with the most activity as...

Mobile Support App (Pwa)

Can I pull down to refresh in the app?

Yes. Every list supports pull-to-refresh: drag down past the threshold, the indicator arms, and letting go reloads with a spinner.

Customer Portal

Can I put a chat widget on the portal?

Yes. Go to Portal Settings > General > Chat widget and pick one of your support widgets from the Widget dropdown (or...