When a customer needs a person, the assistant takes a message and tells your team
iCall handles everyday questions and agreed tasks. When a customer needs to speak with a member of staff, the assistant writes down their name, number and question, notifies your team, and your staff member calls the customer back. We cannot transfer the call to a person directly yet.
Who gets the message
Your team
Together, we decide who gets the message and in which Telegram group. The request also shows on the call page, and your team calls the customer back when it suits them.
- On request, later
Direct transfer
Transferring the call straight to your staff or to KCall operators is something we set up together on request. It is not a current feature: today the assistant takes a message and notifies your team in Telegram.
What the assistant tells the customer
We agree in advance on what the assistant says. For example: “A member of staff will get back to you about this. I will write down your number and question and pass them to the team.”
We agree together on who is notified and how
Tell us who should receive the message about a customer's request and your team's working hours.