How to make calls¶

Overview¶

There are three primary ways to make calls within the platform. Regardless of the method, a dialog box will appear allowing you to select the phone number, manage call recording, and place the call.

Methods to Make Calls¶

1. Contacts Page:

   • Navigate to the Contacts page.
   • Open the contact you wish to call.
   • Click on the call button associated with the contact.

   

2. CRM Tickets:

   • Open the CRM Tickets page.
   • Locate the ticket associated with the contact you want to call.
   • Click on the call button within the ticket to initiate the call.

   

3. Inbox:

   • Go to the Inbox page.
   • On the top right of each chat with a contact, there is a call button.
   • Click on this button to start a call with the contact.

   

Call Dialog Box¶

When you click the call button using any of the above methods, a dialog box will appear as shown below:

• Select Phone Number:
  • Choose the phone number you want to call from.
  • You can add a new number by clicking the "Add new number" button.
• Call Recording:
  • Call recording is turned on by default.
  • You can turn off call recording for that particular call by toggling the “Record Call” switch.
• Place Call:
  • After selecting the phone number and setting your call recording preference, click on the "Place Call" button to initiate the call.

Credit Pricing for calls¶

• Per Minute Charging:
  • Credits are charged per minute for calls. If the call duration is less than a minute, a full minute’s worth of credits will be deducted.
• Call Duration:
  • The call duration starts as soon as the call is made, not when it is picked up.
  • For example:
    • If the call duration is 1 minute and 23 seconds, credits will be deducted for 2 minutes.
    • If the call rings for 30 seconds but is not picked up, credits will be deducted for 1 minute.