Call centre

The call centre (callcenter module) answers and places business calls inside the system that already holds the customer. When a number rings, the screen pop shows who is calling — found however the number was typed on their record — and what is open with them: an unanswered offer, an order not yet delivered, an open ticket, a deal in progress, each one click away. After the call, file it with an outcome and a note on the customer's record.

Setup (supervisors) holds the business numbers, the call flow — office hours, a 'sales 1, support 2' menu, the queues, and voicemail after hours and on public holidays from HR → Holidays — the queues with their agents, and the do-not-call list. Every outbound call first passes the calling rules: allowed countries (by default only your own), no premium-rate or satellite numbers, the do-not-call list, calling hours, and a monthly minutes cap. A refused call never reaches a carrier.

COD confirmation calls (Call centre → COD confirmation calls) lists the cash-on-delivery orders waiting for a call before they ship, oldest first. Call, then press Confirmed, No answer, or Call back later with a time; the result is written on the order and the call is filed. Refused cancels the order through the website's own cancel — its stock goes back on the shelf and its bill is cancelled — and asks first.

When a recorded call ends, the workspace's AI listens to it and files a summary in Arabic and English on the lead (or as an internal note on the ticket), with the customer's mood, a quality score against four simple checks, the suggested wrap-up, and up to five follow-ups. Nothing is created on its own: press Create follow-up and it becomes the lead's next step. The recording and full transcript are only for people who can open the call centre — someone who sees the lead sees that a call happened and what was agreed, not the conversation.

Call lists (Call centre → Call lists) turn a segment into people to call: leads in chosen stages (only the leads the builder can see), or customers with an invoice overdue by at least a number of days. Numbers on the do-not-call list, duplicates and records with no number are left out and counted. Open a list and press Next call: one person at a time, with their stage, value and notes — or the invoice and amount — on screen before you dial. Record Reached, No answer (retried after two hours, up to three times), Call back at a time, Wrong number, Do not call again (adds the number to the do-not-call list, after asking) or Skip; the call is filed on the record and the next person is dealt. Two agents on one list never get the same person.

Supervisors (call-centre edit) have a Wallboard and Reports. The wallboard shows today, refreshed every fifteen seconds: how many agents are available, on a call or on a break; incoming, answered and hung-up calls; the service level against your target (Setup: answer within 20 seconds, 80% by default); the average and longest wait; and each agent's calls, talk time and quality. A caller who hangs up within five seconds is treated as a misdial and not counted against the team. Reports show the same over 7, 30 or 90 days, with calls by day, outcomes and the customer mood the AI heard.

Once the phone system is connected, the wallboard also shows Right now: who is waiting (and the longest wait, counted from when they joined the queue), who is talking and to whom, and who is still in the menu. From a talking call a supervisor can Listen (hear both sides, nobody hears them), Whisper (only the agent hears them) or Join (both hear them). Each one rings the supervisor's own desk phone, so everyone who takes calls needs a desk-phone extension in Setup; every listen-in is written to the activity log. The wallboard also counts this month's minutes the way the carrier bills them — whole started minutes per call, incoming calls including their waiting time — against the monthly cap on outgoing minutes.

The AI phone agent (Call centre → AI agent, supervisors only) answers callers from the workspace's own records. It knows who is calling by their number, can read their orders, tickets and quotations, take a message, book a callback, confirm or reschedule a cash-on-delivery order, and hand the caller to a person at any time. It can only use the actions you tick in Setup, and a dry run — the default — describes each action instead of doing it. Until a phone line carries audio to it, you test it by typing what the caller says.