Feature Requests

When an advisor is busy on a call on expert connect, it'd be very helpful if when transferring to that advisor, the caller could be routed to their Voicemail box. It could help with efficiency, customer satisfaction and the overall custom experience.

When a call comes in and I am already on another call, when I hang up, I do not have the option to answer the still incoming call. It would be nice to be able to answer that call if possible.

When a call comes in and I transfer it to the specified person, is there a way to have a pop-up or notification that lets the employee know that a call is specifically for them and not a "department"? Example: Kevin would answer a call if he was in the middle of something, (not a customer in front of him) and he knew the caller wanted to just speak just with him as opposed to the call ringing to several people in the department. He can't tell if the call is ringing to several phones and may think someone else will pick it up or if it's just ringing to him.

when answering calls customers can hear me, in order to help them i need to hang up and call them back

Can we implement a feature that allows blocking a number across all company numbers instead of having to block it through each team individually? It would be convenient to have this option available when viewing the number on the calls page.

Thanks for releasing the Pause Recording feature. This was sorely needed. Could we add 2 small tweaks? Could there be an audible que to both the advisor and the customer that the recording has been paused? This would give the customer peace of mind prior to sharing confidential information like a credit card number. Could we also have a second recording box or a clear indication that there was a pause in the recording clearly visible the conversation box? Thanks!

It would be great to be able to customize the 'On Hold' music similar to how we can customize the dial tone for when customers call.

Is there a way when calling out to customers through EC it shows which team are calling them and has the company name and location?

We need the possibility for The customer can contact the customer service team via WhatsApp audio call, in addition to using the mobile carrier's network. In our region, there are areas without mobile network coverage but with Wi-Fi access. This would allow customers to use WhatsApp audio calls over Wi-Fi to reach us.

Would like to be able to call another team from a ticket I created. Currently unable to do so, have to call other locations landline to then be transferred into expert connect team.