Sell Lite – telephony via mobile using agent’s phone line

Context

Sell solutions enable the online customers to have real-time conversations with your sales team every time they visit your website.

Problem

Whisbi uses its own telephony automation system to connect calls between agent and customer. The integration is very useful for enterprises, especially for customers who have their own call centers. On the other hand, it increases the complexity and implementation time and makes the maintenance process more demanding.

Solution

Agents can easily make a phone call via mobile by using their own phone line and combine it with all Whisbi sharing tools.

How does it work?

Request from your customer

  1. Log in to the Agent by Whisbi mobile app
  2. Receive a new request
  3. Click on the new request to start the session
  4. Click the ‘Call Now’ button to call the customer using your own phone line.
  5. Confirm the phone call
  6. Call your customer
  7. When the call session is connected you’re on a phone call with your customer. Go back to the Agent by Whisbi mobile app by swiping up the connection screen and selecting the app.
  8. Turn on your camera so that the customer can see you
  9. Use Whisbi sharing tools to engage your customer

Scheduled call

  1. Log in to the Agent by Whisbi mobile app
  2. Schedule a call with your customer or receive an automated scheduled call or a call scheduled by a customer
  3. Click on the ‘Scheduled call’ to start the session when it’s time to start.
  4. Click the ‘Call Now’ button to call the customer using your own phone line.
  5. Confirm the phone call
  6. Call your customer
  7. When the call session is connected you’re on a phone call with your customer. Go back to the Agent by Whisbi mobile app by swiping up the connection screen and selecting the app.
  8. Continue the session with your customer.

Would you like to share a video during your scheduled call session? (optional for scheduled calls)

  1. Ask your customer for a PIN
  2. Enter the PIN (you can find more details about the PIN Inbound feature in this article: https://helpcenter.whisbi.com/pin-outbound-android/
  3. Use Sharing tools to share the video

Limitations

  • You can start a session only on a mobile device using the Agent by Whisbi mobile app
  • Start the session by chat option is not supported
  • Outcomes related to the phone call will not be available in Whisbi Deck (e.g. customer did not answer the call)
  • Supported only for LDS configuration (Whisbi Lead Distribution System)