In-call interface

When you're in a call, the Call tab in the call adapter is active by default. The Call tab contains buttons for actions that you can take during a call. The Details tab contains information about the call and connects to the CRM that you're using.

The following image shows call adapter during a call.

Call tab during a call

The Call tab contains the following buttons. Some buttons are optional and appear only if your administrator has enabled them.

  • Mute: mutes your microphone but keeps the call going

  • Hold: places the caller on hold

  • Transfer/Add: this button provides you with three options for transferring or conferencing calls, visible as tabs across the top of the screen: Queue, Agent, or Outside line. In each case you have the option of transferring or adding your selection to the call. For a warm transfer, stay on the call until the transfer is completed, then then click End Call. For a cold transfer, end the call to complete the transfer after selecting the destination. Cold transfers can only be sent to agents or final leaf queues.

  • Redact (Optional): click this button to stop recording. You will see a banner showing that the call is redacted and the duration of the selection.

  • Agent Assist (Optional): this button opens the Agent Assist menu, which will optionally display the Knowledge Assist and Live Transcripts options.

  • Knowledge Assist (Optional): displays a list of relevant articles, if any. If there are no relevant articles the list will be blank. Select an article to open and read it.

  • Live Transcript (Optional): displays speech bubbles for each message to and from the end-user.

  • SmartActions (Optional): most SmartActions are only available when the end-user calls in using Mobile SDK. Which options are available depends on your organization's configuration. Click the SmartActions button to open the SmartActions menu. Here you will find options to:

    • Request payment
    • Request verification
    • Request a photo
    • Request a video
    • Request text input
    • Request a screenshot
    • Begin a Co-browse session
    • Use the Virtual Task Assistant
    • Send SMS messages to install or open apps

  • Hang up and Call Back: click this button to hang up and call the end-user back. This will create a new outbound call and you will see an Account details record in the In-Call menu until the call connects.

  • End call: terminates the call

Details tab during a call

The Details tab appears during a call. It contains information about the call and includes the following sections:

  • Notes: lets you write a note about the call. This note is saved to your CRM when the call ends.

  • SDK custom data: displays custom data for this call from the web or mobile SDKs. For more information, see View session data in the agent adapter.

  • VA session variables: displays virtual agent session variables for this call. If there are multiple virtual agent interactions during the call, each interaction is listed. Clicking an interaction displays the session variables for that interaction. For more information, see View session data in the agent adapter.