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Overview

In our system, users have the flexibility to make outbound calls to a single customer, ideal for personalized, one-on-one communication. This guide will walk you through the steps to initiate a single customer call, ensuring a smooth and efficient process for follow-ups, individual support inquiries, or high-priority customer engagement.

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Create an Outbound Call

Steps:

1. Access the Outbound Call Feature:

  • Navigate to the dashboard.

  • Click on the inbox tab

  • Click on “Start new conversation” -> selete option For Single Customer

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For Single Customer Call

This option is ideal for personalized, one-on-one communication. You can manually select a specific customer and initiate a call directly from the platform. This approach is useful for follow-ups, individual support inquiries, or high-priority customer engagement.

  • Learn how to initiate these calls, track progress, and record outcomes to ensure that all interactions are productive and well-documented.

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2. Set Task

Select an agent to initiate a conversation on your preferred channel:

  • Assign a Task: Choose an agent by clicking on the agent dropdown menu.

  • Select a Communication Channel: Pick the desired medium, such as a phone call, to begin the conversation.

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WhatsApp Channel

  • Select a Communication Channel: Choose WhatsApp as the communication channel from the dropdown menu.

  • Select a WhatsApp Template: Upon selecting WhatsApp, an additional field will appear, allowing you to choose a predefined WhatsApp Template for the conversation.

For more details,read our guide on setting up WhatsApp templates.

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3. Customer Information

  • Enter customer name and phone number.

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4. Timer

Immediate Calls: By default, calls are set to initiate immediately.

Scheduled Calls: To schedule a call, configure the following options:

  • Date Range: Specify the period during which the call should be made.
  • Time Zone: Select the time zone to ensure accurate scheduling.
  • Start Time and End Time: Define the window within which the call will occur.

Retry Settings:

  • Number of Retries: Set the number of attempts the system should make if the call fails.
  • Retry Interval: Specify the time gap between retry attempts.

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5. Review and Confirm:

  • Review the call details.
  • Click Create to create or schedule the call.

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6. Initiate the Call:

  • The system will automatically initiate the call at the scheduled time.

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7. Call Inbox:

view the call details on the inbox page