Activity Widgets

Campaign Record Widget

The Campaign Record widget can be used in both incoming and outgoing calls

Incoming Calls

Use this widget to assign a campaign record to the call.

1. Search for a campaign record.

2. Filter your favourite records.

3. Add a new campaign record.

4. View campaign record.

5. Assign the call to a campaign record (only available if the phone number is the same as the record).

Once you have assigned a campaign record, you will be able to select a status in this widget and not in the Phone widget.

Outgoing Calls

Campaign Record Form Widget

Use this widget to assign a status to the campaign record and schedule another call if necessary.

Your Campaign Records widget may contain additional fields such as first name, last name, email, address, etc. If you're not sure how to fill them in, contact your manager.

Contact and Account Widgets

The Contact and Account Widgets can be used in incoming calls, outgoing calls, Email, SMS chat, Webchat, Facebook messenger, viber, Whatsapp and Instagram DM, Social media.

The Contact and Account widgets display CRM information about the customer and the company they are calling from.

1. View the record in the CRM module. Click the activity tab in the top bar to return to the activity.

2. Edit the CRM record in the CRM module. Click the activity tab in the top bar to return to the activity.

3. Unpair the CRM contact from the activity.

4. Open the given CRM module info in the background. Click the Home button to view it.
   If the phone number is associated with more than one contact, a list will appear at the bottom of the widget. Click the Link button to switch to the selected contact.

5. Open SLA settings in the background. Click the Home button to view them.

Activities Tab

1. Click the Activities tab in the header to view the contact's past activities.

2. Open activity detail. See Activities for more detail.

New Contact

If the customer's phone number is not saved in the CRM module, the Contact widget will be open on the Activities tab.

Click Add new contact to open the CRM module and create a new entry. See CRM for more details.

Ticket Widget – Read Only

The Ticket Widget – Read Only can be used in incoming calls, outgoing calls, SMS chat, Webchat, Facebook messenger, viber, Whatsapp and Instagram DM, Social media.

Use this widget to assign an existing or new ticket to the call. If a ticket has already been assigned, the widget will display it.

1. Search for a ticket.

2. Filter your favourite tickets.

3. Filter your tickets.

4. Filter the current contact's tickets.

5. Filter the current account's tickets.

6. Create a new ticket.

7. Assign the call to the ticket.

8. Open the ticket in the Ticket module. Click the activity tab to return to the call detail screen.

You can apply multiple filters to view only tickets relevant to your call.

Once you assign a ticket to the call, the widget will display the ticket details.

Ticket Widget – Edit

The Ticket Widget – Edit can be used in incoming calls, outgoing calls, Email, SMS chat, Webchat, Facebook messenger, viber, Whatsapp and Instagram DM.

Use this widget to assign an existing or new ticket to the call. If a ticket has already been assigned, the widget will display it and you can edit ticket inside your activity.

1. Search for a ticket.

2. Filter your favourite tickets.

3. Filter your tickets.

4. Filter the current contact's tickets.

5. Filter the current account's tickets.

6. Create a new ticket.

7. Assign the call to the ticket.

8. Open the ticket in the Ticket module. Click the activity tab to return to the call detail screen.

Once you assign a ticket to the call, you can start editing ticket inside your call.

1. Type the ticket title.

2. Select a category. The ticket's category sets its SLA unless a Contact that is part of a CRM Account with a different SLA is selected in 1. above. (If you have a category description set, you can view it by hovering over the tooltip.)

3. Select a deadline manually (set by your SLA and priority if left empty).

4. Select a priority.

5. Select a date to reopen the ticket if stage set to Waiting or Closed.

6. Select a status. If the category you have chosen has a mandatory status, you must select a status when you close the ticket – you can leave it empty until then.

7. Type a description.

8. Select the ticket owner. You can take ownership yourself or pass the ticket on to someone else.

9. Select a stage:

   1. Open – the ticket is being handled.

   2. Waiting – a reply has been sent to the customer, waiting for their reaction. You can set a reopen date (6).

   3. Closed – the ticket has been solved. You can set a reopen date (6). If the customer replies, the ticket will be set to Open again.

   4. Archived – the ticket has been solved. If the customer replies, a new ticket will be created automatically.

10. Enter ticket followers. They will receive notifications when there are any changes to the ticket.

Calendar Widget

The Calendar Widget can be used in incoming calls, outgoing calls, Email, SMS chat, Webchat, Facebook messenger, viber, Whatsapp and Instagram DM, Social media .

The Calendar widget displays your scheduled events. Days coloured blue contain events. The selected day is bold. See Dashboard for more details.

Realtime Users Widget

The Realtime Users Widget can be used in incoming calls, outgoing calls, Email, SMS chat, Webchat, Facebook messenger, viber, Whatsapp and Instagram DM.

The Realtime User Widget displays an overview of active users in your call center, and allows you to transfer an activity or invite a user to the activity.

1. Type name or user login for fulltext search.

2. Check to display Backoffice users.

3. Displays the user's detail.

4. Displays search filters.

5. Transfer an activity to another user.

6. Invite user to the activity.

Articles Widget

The Articles Widget can be used in incoming calls, outgoing calls, Email, SMS chat, Webchat, Facebook messenger, viber, Whatsapp and Instagram DM, Social media.

The Articles widget displays a list of your available articles – these can contain info that can help you in your work.

• Click an article title to open the article in the Knowledge Base module.

• Click the Detail button to read the article in the Articles widget.

The article will open in the widget Articles.

Click the Back button to return to the list of articles.

Page in iframe

The Contact and Account Widgets can be used in incoming calls, outgoing calls, Email, SMS chat, Webchat, Facebook messenger, viber, Whatsapp and Instagram DM, Social media.

The Page in iframe widget displays an external web page. Interact with the page just like you would normally. You can scroll using your mouse wheel or the controls on the right hand side.

Transcripts

The Transcripts widget can be used in both incoming and outgoing calls

The Transcripts widget displays the transcript from the call steering application.