Contact Center 101

Basic Information

Welcome to this 101, let’s start with the basics. The Contact Center consolidates all your communication channels in one place to streamline customer management and improve agents' workflows. Below is a quick overview of key features and how to use them.

Who Has Access to the Contact Center

• Users with the Contact Center permission have access to the Contact Center menu under organization settings.
• All users with the Contact Center Agent license have access to the Ticket View.

• The Contact Center license is structured around something called Credits. There is no predefined package; instead, you choose which channels you want in your Contact Center by purchasing them with Credits.

  Read more about credit packaging here.

• With a web widget, you can easily allow customers to contact you via your website. You can customize the appearance and add features such as web chat and callback.

  Read more about web widgets here.

• By using web chats, your customers can quickly and easily contact you. All chats conducted through the web chat can automatically create tickets in the Contact Center.

  Read more about web chats here.

• Answer groups help you manage incoming calls by routing them to the appropriate agents. By linking answer groups to the Contact Center, calls can automatically create tickets.

  Read more about answer groups here.

• When a channel is connected to the Contact Center, interactions can automatically create tickets. This enables your agents to efficiently follow up on customer issues across different channels.

  Read more about ticket creation here.

• Supervisors in the Contact Center play a central role in monitoring agents and channels. They can log agents in and out of channels and follow up on ongoing tickets to ensure customer inquiries are handled quickly and efficiently.

  Read more about the supervisor role here.

• In the Contact Center, you can manage contacts to easily follow up on customer tickets. Contacts can be added manually or through import and shared between agents for seamless customer management.

  Read more about contacts here.