Outbound Calling now works from the PSA pods!
At launch, Outbound Calling was Inbox-only. Since then it's been one of the most requested follow-ups. Techs can now call a contact straight from the Thread pod inside the PSA ticket!
What changed
Click a contact at the top of the pod, then Call. It opens the same call dialog as the Inbox and calls the contact whose card you opened.
Same call flow as the Inbox: Thread rings the tech first, then bridges in the customer, who sees the MSP's verified number. The call is recorded, transcribed and lands in the ticket.
The Timepad timer starts when the call connects and stops when it ends.
What you need to get started
- Voice turned on for the workspace. Call only shows for workspaces with Voice.
- An active Outbound agent with a verified caller ID number. Without one, dialog box tells the tech to ask an admin to set one up.
- A number each tech can actually be reached at. The dialog box asks for it on the first call.