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.
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 the LiveAgent.
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).
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. Select your preferred colleague and hit the call button.
Feeling stuck? Hit up a colleague
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- What is an Internal Chat Feature? (+ Free Trial)
- Internal Ticket - What Is It & How To Use It (+Free Trial)
- Ticket ID (Explained)
- Ticket Sharing (Explained)
- Ticket Detail (Explained)
- What are Benchmarks & Leaderboards? (+Free Trial)
- What is an Internal Knowledge Base? (+Free Trial)
- Process of merging new emails into existing tickets