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How-to guideCalling

Answer a call

Pick up a customer's WhatsApp call in the browser, and what you can do during it.

2 minutesAgents and team leadsUpdated

Before you start

Section titled “Before you start”
  • Soosh open in your browser, with a microphone, and the browser allowed to use it
  • Your status set to Available (in the menu under your name). Calls don’t ring for people set to Away.

Answer

Section titled “Answer”
  1. When a call rings, a card shows Incoming call with the customer’s name, whether they’re your customer, and their last message.
  2. Click Accept (or press A). To turn it down, click Decline (D).

If someone else answers first, Soosh says Someone else already answered this call.

During the call

Section titled “During the call”
  • Mute (M) and Hold (H). The customer hears music on hold.
  • Transfer: send the call to someone else.
  • Add a note: saved to the chat’s notes for your team.
  • Open chat: the customer’s chat.
  • Hang up. Take the call off hold first.

After the call

Section titled “After the call”

If your workspace uses wrap-up, choose an Outcome, add Call notes, and click Save, or Skip.

Result

Section titled “Result”

The call is in Calls > Call logs. A call nobody answered goes to Missed calls.

Section titled “Related”