Calls
The Calls integration in Zoho Assist enables users to initiate local and international business calls directly within remote support sessions or from the dial icon in the Assist chat bar. This feature streamlines communication and speeds up issue resolution, ensuring clearer interaction with customers.
Key Benefits:
Instant calls: Start calls from within remote support sessions or from the Assist chat bar.
Two-way SMS Support: Facilitates text communication alongside voice calls.
Call queuing: Incoming calls can be queued based on technician availability.
Storing contacts: Store customer contact details and initiate calls any time.
How to enable Calls:
Got to https://assist.zoho.com
Navigate to Settings > Integration > Apps > Calls, then click Enable.
Alternatively, enable it from Calls under the Remote Support tab.
Note: Only the org's Super Admin can enable the Calls integration. Once enabled, you can access the Calls tab and Dialer icon
How to Add a User:
Once calls are enabled, navigate to Settings > Integration > Calls and click Add User.
Select users to be added and click Add.
Users can also be added via Remote Support > Calls > Users tab.
User roles and status (Active/Inactive) can be edited post-addition.
User Roles:
Super Admin: The super admin of the org is assigned the super admin role in Calls.
Other roles include admins, technicians, supervisors, and supervisor plus.
Subscription:
Once enabled, available free or purchased credits will be shown under Settings > Organization > Subscription tab under Calls.
The calls subscription can also be managed via the Manage Subscription option.
Calls Trial and Free Credits:
A free 15-day trial of the Calls Enterprise edition begins once the integration is enabled.
Admins can request trial credits by clicking the Ask Free Credits option via the Calls tab under Remote Support.
To start receiving and making calls
Purchase voice credits from our store.
After adding users to your account, purchase a phone number using credits for receiving and making calls.
Use the dial pad in the Assist chat bar or within the Remote Support session to initiate or receive calls.
Assign phone numbers directly to your agents, or route calls to specific agents using call queues or IVR flow.
Add all your contacts under the Remote Support > Calls > Contacts tab.
Note:
Calls integration is currently only available in the US and EU data centers.