AntCRM - Using call popup

Using call popup

1. Open to view detailed customer information

In the call popup, click on the customer type icon on the popup to go to view detailed customer information.

2. Edit customer information on the call popup

Call popup supports editing basic customer information such as:

• Name

• Surname

• Address

• Email

Editing is not supported: Phone number and Role (also known as customer type)

To edit information, just enter the desired information, the popup will automatically save immediately after entering.

3. Enter the content exchange information with customer

When calling with customers, employees can easily save the exchange information by entering it in the Exchange content box, the content will be automatically saved immediately after entering.

4. Call emotion

Choosing call emotions will help filter out customers who are dissatisfied with the service for further support, solicit opinions... and have promotional strategies with customers who are satisfied with the service...

At the call popup, choose the type of emotion that matches the customer's emotions. The system will automatically save the information after selecting.

5. Call type category

The call type category has two main functions:

• Classify calls to help report and assign customer support work

• Link to ticket categories to make ticket creation simple and accurate about SLA, team, and support staff. Save time creating tickets and assigning assignments.

Make selections in the order of Category level 1 → 2 → 3

6. Create Ticket from call popup 

After receiving a request from the customer and entering necessary information such as conversation content, call list, etc., employees can quickly create a ticket by clicking the Create ticket button on the call popup.

The page will redirect to the page to create a new ticket, and pre-fill information such as:: 

Title: [Phone] customer_name

Brief: The exchange content of call 

Customer: Customer is interacting

Ticket category level 1 -2 -3 will automatically fill in according to the setting link in section II.3

Group and SLA will also automatically fill in according to the setting link with Ticket category.

Ticket channel creates from default call popup is “Phone”

You only enter the remaining information and press Save to create a new ticket.

The page will redirect to the page to create a new ticket, and pre-fill information such as:: 

Title: [Phone] customer_name

Brief: The exchange content of call 

Customer: Customer is interacting

Ticket category level 1 -2 -3 will automatically fill in according to the setting link in section II.3

Group and SLA will also automatically fill in according to the setting link with Ticket category.

Ticket channel creates from default call popup is “Phone”

You only enter the remaining information and press Save to create a new ticket.

7. Hide call popup

Hiding call popup is a popup thumbnail form, press button to hide popup

8. Close call popup

• Press button on the popup

• Press Save and close on the popup