Cloud Calling (Twilio) - Call a Customer's Phone from the Inbox
Place a voice call to a customer's phone number using your connected Twilio Voice account, straight from the contact panel in the inbox.
Overview
Cloud Calling lets an agent call a customer's phone number directly from the inbox using Twilio Voice. It is one of the followup tools in the contact panel, so you can move from chatting to a live call without leaving the conversation.
Prerequisites
- A Twilio Voice account connected in ChatMaxima
- The contact has a mobile number on file
Note: If no Twilio Voice account is connected, or the contact has no mobile number, the call icon is disabled and its tooltip explains why.
Place a call
- Open the conversation in the inbox
- In the contact panel, click the phone icon in the quick actions
- The dialer opens with the customer's number
- Start the call and talk through your browser's microphone and speakers
- Hang up from the dialer when you are done
Tip: Allow microphone access the first time you use the dialer, or the call audio will not connect.
Followup tools
The phone icon sits alongside the other ways to reach a customer from the contact panel:
Next Steps
Notes - Lasting Notes on a Contact
Keep notes about a customer in the contact details panel so your whole team shares the same context, conversation after conversation.
Send Email - Email a Customer from the Inbox
Send an email to a customer directly from the contact panel using your connected email account, without leaving the conversation.