Agents can make outbound calls to customers directly from any conversation in Commslayer, without switching to a separate app or phone.
Before you start
Make sure:
- Your account has a Voice inbox set up. See How to set up voice integration if not.
- You have been added to a Voice inbox. Administrators need to be added too.
- You are using a browser that supports WebRTC (Google Chrome is recommended).
- Your microphone is enabled and accessible by the browser.
Making a call
From conversation:
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Open any conversation in Commslayer
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Click the phone icon in the conversation toolbar (top right area of the conversation)
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Select the Voice inbox to call from if you have more than one
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Confirm the customer's phone number. Commslayer pre-fills it from the contact if available.
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Click on the number you want to use to call the customer
The call is logged in the customer's conversation in the Voice inbox, not in the email or chat conversation you started from. Commslayer opens that conversation for you during the call. If you move away, click View conversation in the call panel to get back. If the customer has no open conversation in the Voice inbox, a new one is created and assigned to you.
You'll see an active call panel with controls for muting yourself, mute the sound, transfer and ending the call.
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From main page:
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Go to the main page and click on phone icon in top left corner
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You can select numbers from contacts or enter it manually via dial pad
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For either cases, select the number you want to use to call the customer (if you have multiple numbers)
Answering incoming calls
When a customer calls, a call panel with Incoming call shows for the agents of the Voice inbox who are online with Commslayer open in the browser. Click Accept to take the call or Decline to leave it. The first agent to accept gets the call.
If the caller's phone number matches a contact, the panel shows their name. A new caller is saved as a contact after the call and matched to your Shopify customers by phone number.
You are only rung when all of these are true:
- You are added to the Voice inbox
- Your status is online and you aren't on another call
- Commslayer is open in a browser tab and the microphone is allowed
- You used Commslayer in the last 15 minutes (a click, key press, scroll or mouse movement), or you've switched Mark offline automatically off
During the call
While on a call you can:
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Mute: silence your microphone without ending the call
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Audio settings (speaker icon): configure your microphone and speaker settings
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Keypad: send key presses to the call, for example to get through a phone menu on the other side.
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Transfer (arrow icon): hand the call to another agent who is online. Pick the agent under Transfer to.
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Detach call to floating window (three dots icon): allows you to detach the call from conversation and move it around.
By default it shows in the bottom right corner of the Commslayer app
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End call: hang up and return to the conversation
After the call, the conversation in the Voice inbox shows the call with its duration. Recorded calls also show the recording, a transcript and a call summary.
Notes
- Outbound calling requires a stable internet connection. Poor connectivity may affect call quality.
- Calls are billed per minute. See Voice billing for details on rates and spending limits.
- Make sure your browser has microphone permissions enabled. If prompted, click Allow when the browser asks for microphone access.
Common problems
- A call you make doesn't connect. You hear the reason on the line. If you hear that calls to that country or destination aren't enabled for your account, contact support from the chat inside the app with your number and the country you want to call.
- You hear that your calling usage limit has been reached. Check the number's monthly spending limit in Settings → Usage & billing and raise it.
- You can't start a call or incoming calls don't ring. Check that you are added to the Voice inbox, that your status is online, that you've used Commslayer in the last 15 minutes, and that the browser is allowed to use your microphone.