Contacting your customers
This documentation is deprecated and is replaced by the update of the ‘Agent Desktop’.
Click here or navigate to the ‘Agent Desktop‘ section in the navigation bar of the Help Center.
As an agent, there are different ways to get in contact with your customers:
Click to Call
A button is located on your company’s website. When clicking this button, customers see a contact form where they can add their phone number and request a call. With the Lead Distribution System (LDS), the agent will see a pending request. As soon as the agent clicks the request, the system calls the customer. Once the customer answers this call, a second call to the agent is triggered and then the Whisbi session starts, merging the two calls. With the non-LDS, the agent needs to type a Pin number before the Whisbi session starts. Learn more about using the PIN in this Help Center article.
A button is located on your company’s website. When clicking this button, customers will see a phone number and a Pin. Once the customer calls this number, they are asked to enter such Pin. This call triggers a second call to the agent, where an automatic message provides the Pin to connect both calls and launch the Whisbi session. Learn more about using the PIN in this article.
A button is located on your company’s website. When clicking this button, customers see a contact form where they can request a chat with an agent. They don’t need to introduce their phone number. The agent receives a notification with the pending request which they can accept to launch the Whisbi session. Visit this Help Center article for more information about handling Chat requests.
It is is the option to return a call that you have received earlier from a customer. As the customer has made an attempt to contact you through Whisbi, they will become valid leads and they will be called automatically by the system at a later time. Learn about the automatic calls in this Help Center article.
There are several scenarios in which these can be triggered:
- A customer requested a call and didn’t reach the agent before the call was dropped.
- A customer wanted to call you outside your service hours.
- Scheduled calls made by agents through Whisbi Desktop.
For all the scenarios, and once the call is connected between your customer and you, no Whisbi session will be launched. You will need to guide your customer to get a PIN. Learn how to recover a Whisbi session by visiting this Help Center article.