Take phone calls in the helpdesk
Put a voice line on one of your numbers so calls ring your agents in the browser, every call becomes a ticket, and you control greetings, queues, voicemail and recording.
On this page
Agents answer calls in the helpdesk itself, in the browser, with no desk phone or separate app. Every call, answered or not, lands on a ticket with its recording, voicemail and transcript, next to the customer's other conversations.
Three pieces work together:
| Piece | What it does | Where |
|---|---|---|
| Phone number | What customers dial | Phone numbers |
| Voice line | Answers one number and runs its call flow | Settings > Channels > Voice, Lines tab |
| Call queue | Holds callers and rings agents | Settings > Channels > Voice, Queues tab |
Before you start#
Growth Dept has to switch voice on for your helpdesk. While it is off, the Voice page says so; you can still build lines and queues, and calls ring once it is on.
You need a number with no voice line on it. See Phone numbers.
Agents need a computer with a microphone and the helpdesk open in a browser tab. See Answer and make calls.
Add a voice line#
Go to Settings > Channels > Voice and click Add voice line.
Pick the number. Only active numbers without a voice line are listed.
Name the line, for example Support or Wholesale. Agents see the name on incoming calls and on the call's ticket.
Click Add line. The line's page opens.
A new line starts with a working call flow: during business hours it plays a greeting and rings your first queue, then takes a voicemail if nobody answers; outside business hours it goes straight to voicemail. If you have no queue yet, one called Everyone is made for it. Business hours come from Settings > Business hours and holidays.
The line's page#
General holds:
Name and Phone number. You can move the line to another free number.
Recording: record incoming calls, outgoing calls or both, and the notice callers hear first. See Voicemail, recording and transcripts.
Transcription for recorded calls and for voicemails.
Click Save changes at the bottom when you are done.
Call flow is where you decide what callers hear and where calls go, step by step. See Call flows and phone menus.
Several lines#
Each number can have one voice line, and you can run as many lines as you have numbers, for example one per brand or one for wholesale buyers. Lines can share queues, and a step in one line's flow can hand the call to another line.
Delete a line#
Click Delete line on the line's page. Calls to its number are no longer answered; the number stays on the helpdesk until you release it, and the line's tickets, calls and recordings stay. A line that another line's flow sends calls to cannot be deleted until you change that flow.
Who can change voice settings#
Admins change lines and queues. Other roles can open the pages and read them.
Related articles
- Phone numbersGet a local or toll-free number in the US or Canada for calls and texts, rename it, and release it. Growth Dept pays for every number.
- Call flows and phone menusBuild what callers hear and where each call goes: hours, menus, queues, voicemail, forwarding and more, as a tree of steps you edit on the voice line's page.
- Call queuesQueues hold callers and ring your agents. Choose who rings, one at a time or all at once, how long callers wait, priority, capacity, wrap-up time and hold music.
- Answer and make callsTake calls in the browser, from the incoming call banner to the call bar (mute, hold, record, transfer, hang up), call a customer from a ticket, and fix calls that do not ring.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.