SMS & Text Conversations

Three states of one connection. Hear the call, coach the rep without the customer knowing, or join outright - and the audio path redraws as you switch.

Open more lines than you have reps, paced against live answer rates, and hold the abandonment cap you set. Every connect opens the record it belongs to.

Set the mode per campaign. Preview lets a rep read the record first, autodial moves on after wrap-up, and power opens several lines per agent.

Detection listens to the first moments of a connect and drops greetings, dead air and IVR trees. What lands in a headset is a person who said hello.

Build the menu callers hear as a step in the flow, with fifteen starting templates from a plain auto-attendant to compliance-screened inbound.

Welcome audio, hold music, periodic announcements and four separate overflow destinations, so a queue never simply runs out of places to send a call.

Ring all, hunt, fewest calls, random, round robin with memory, or strict priority order. Change how a queue behaves without rebuilding it.

Match a caller to the agents who can actually help, on all, any or weighted skill matching, with a failover destination when nobody qualifies.

Offer a callback after a wait threshold or a queue position, hold the caller's place, and dedupe requests so nobody gets rung twice for one problem.

Flag a lead VIP and they skip the welcome, bypass the queue cap and reach an agent first - with ageing, so that ordinary callers never starve behind them.

Hand a call over cold, or consult first and then connect. Merge into a three-way and step out, leaving the other two talking without a drop.

Each side of the call is recorded on its own channel, so who said what is a fact rather than a guess - and the transcript inherits that separation.

Wrap-up codes that do something. Twenty-six behaviours fire off a disposition: raise a task, book a callback, set do-not-call, flag the wrong party.

The number most likely to be answered is chosen per call, ranked on the history with this lead, the overall answer rate, recency and area-code affinity.

Screen callers against Federal DNC, known TCPA litigators and your own internal list - as drag-and-drop steps inside the flow, before anyone is reached.

Numbers in the countries you operate in, drawn from four carrier providers, so opening a new market is a purchase rather than a procurement project.

Every rep gets an extension and a browser phone, and can move a call between the browser and a desk phone mid-conversation without dropping it.

Organisation, team and personal mailboxes with their own access rules and greetings, and every message transcribed and attached to the right record.

Reusable weekly schedules and holiday calendars in your own timezone, so out-of-hours routing is a setting rather than a flow you rebuild each December.

Every call in progress on one screen, pushed as it changes rather than polled, with the agent, the number presented and the queue each one came through.

Upload a recording, record one in the browser, or generate it from text in a chosen brand voice - then use it in any flow, queue or mailbox.