Change how calls work without raising a ticket.
Somebody has to own the phone numbers, the opening times, who is allowed to see what, and the reason a call went where it did. Usually that person can describe exactly what they want and cannot make it happen without a supplier and a fortnight.
For the person who owns the numbers, the process and the tools.
Four things that cost you, and what happens instead.
Every answer has a page of its own with the thing running on it. Follow any of them if you would rather see it than read about it.
Every change is a ticket
Moving a number, adding an option to the menu, changing what happens after six. All of it goes to somebody else, comes back in a week, and comes back slightly wrong. So changes stop being asked for, and the setup slowly stops matching the business.
You draw it, and test it first
What happens when a number rings is something you lay out yourself: play this, ask that, check this, send it there. Press test and a pretend caller walks it in front of you, so mistakes turn up on your screen rather than in a complaint. Publishing keeps the old version, so going back is choosing it again.
See call flow builderThe rules live in people's heads
Who can be rung, when, and who must never be rung again. It is in a spreadsheet, a wall chart and a conversation somebody had in March. Everyone believes a slightly different version of it and nobody can point at where it is written down.
The rules become settings
The check on whether a number may be rung is a step you put there yourself, and it runs before anything is dialled rather than turning up in a report. The hours, the holidays and the lists sit beside it in the same place, so what the rule is has one answer instead of four.
See compliance screeningEveryone can see everything
One person leaves with the whole database, because there was never a way to give them only their own accounts. Meanwhile the person who should be able to fix a record cannot, so they ask somebody else, who does it wrong.
People see their own work
Where somebody sits decides whose records they can open: their own, their team's, or all of them. What they may do with those records is set separately, down to whole sections of a record, so the field a rep must not touch is not a rule you are trusting them to remember.
See roles & permissionsNobody can prove what happened
Somebody asks why that number was called, or who changed that field, or which version of the process was running in March. The honest answer is that nobody knows, and working it out takes a week you do not have.
Who changed that, and when
Every edit keeps what the field said before, what it says now, and who did it. A call that was blocked is written down with the check that blocked it. What was running in March was a numbered version, and it is still there to look at.
See activities & timelineWhat you would actually use.
6 of the platformPeople who read this usually read one of these.
By who you are
Rebuild your worst call flow in half an hour.
Describe how a call is meant to be handled today, including the part everybody works around, and we will draw it while you watch. Then you change it yourself and run a test call through it before anyone real hears it.
14-day trial · no card · migration included