"What is the Internal Calls feature in LiveAgent?"

"Internal Calls is a feature in LiveAgent that allows agents to make free voice calls with their colleagues directly from the interface. It enables seamless team communication without the need for third-party software or applications."

"How do I initiate an internal call in LiveAgent?"

"To initiate an internal call, simply click on the plus button in the top corner of the interface and select 'New internal call' from the list of options. Then select the colleague you would like to speak with and click the call button."

"Can I start an internal call from a ticket?"

"Yes, you can initiate an internal call directly from a ticket interface. Click on the 3 dots menu to show the list of available options, and select internal call. Then select your preferred colleague and hit the call button."

"What are the benefits of using Internal Calls?"

"Internal Calls provide quick issue resolution, improved team collaboration, and faster communication with colleagues. They eliminate the need for third-party software and allow agents to quickly get answers or help without leaving the LiveAgent interface."

Internal calls

Q: "Is there a cost for using Internal Calls?"

"No, Internal Calls are completely free. LiveAgent enables you to call your online colleagues for free, without any additional costs or third-party software requirements."

Enhance team collaboration with LiveAgent’s Internal Calls. Make free voice calls with colleagues directly from the interface. Try it free today!

Internal Calls Voice Communication Team Collaboration Call Center

What are internal calls?

Internal Calls feature provides you the opportunity to switch internal chat for a much more convenient way of communicating with your colleagues, voice chat. A feature directly built into the LiveAgent with the rest of the call center enables you to quickly solve any issues you might face or get the right answer in a very short time. Creating an internal call is a very easy task.

How to create an internal call

Creating an internal call is a very easy task. Simply click on the plus button in the top corner and select “New internal call” from the list of options.

This will open a new part of LiveAgent, where you can select the person you would like to speak with. Clicking on the call button will immediately open a new ticket with its own ID and an interface similar to the rest of LiveAgent.

Using notes with internal calls

Similar to the internal chat, you have the opportunity to insert a note containing Ticket ID (which is clickable and will direct you to that ticket). This allows you to reference specific tickets during your internal conversations and quickly navigate to relevant customer information.

Initiating calls from tickets

In case you need help with a specific ticket or customer’s request, you can also initiate the internal call directly from the interface of that ticket. Clicking on the 3 dots will show you the list of available options and the internal call is part of them. The process to start a call is the same as with the previous method:

Click on the 3 dots menu in the ticket interface
Select ‘Internal call" from the available options
Select your preferred colleague
Hit the call button

Benefits of internal calls

Quick issue resolution

Internal calls enable you to quickly solve any issues you might face or get the right answer in a very short time. Instead of waiting for email responses or searching through documentation, you can instantly connect with a colleague who can help.

Seamless team collaboration

With internal calls built directly into LiveAgent, your team can collaborate more effectively without switching between multiple applications or tools. Everything happens within the same interface where you manage customer support.

No third-party software required

LiveAgent enables you to call your online colleagues for free, without the need for any third-party software. This eliminates the complexity of managing multiple communication tools and reduces costs.

Improved efficiency

By having voice communication readily available within the platform, agents can resolve issues faster, reduce response times, and improve overall customer service quality.

Ready to enhance your team collaboration?

Experience seamless internal communication with LiveAgent’s Internal Calls feature. Connect with colleagues instantly, resolve issues faster, and improve your team’s efficiency. Start your free 30-day trial today—no credit card required.

Frequently asked questions

What is the Internal Calls feature in LiveAgent?: Internal Calls is a feature in LiveAgent that allows agents to make free voice calls with their colleagues directly from the interface. It enables seamless team communication without the need for third-party software or applications.
How do I initiate an internal call in LiveAgent?: To initiate an internal call, simply click on the plus button in the top corner of the interface and select 'New internal call' from the list of options. Then select the colleague you would like to speak with and click the call button.
Can I start an internal call from a ticket?: Yes, you can initiate an internal call directly from a ticket interface. Click on the 3 dots menu to show the list of available options, and select internal call. Then select your preferred colleague and hit the call button.
What are the benefits of using Internal Calls?: Internal Calls provide quick issue resolution, improved team collaboration, and faster communication with colleagues. They eliminate the need for third-party software and allow agents to quickly get answers or help without leaving the LiveAgent interface.
Is there a cost for using Internal Calls?: No, Internal Calls are completely free. LiveAgent enables you to call your online colleagues for free, without any additional costs or third-party software requirements.

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