Freshcaller allows you to invite other team members or contacts as guests to an ongoing conversation. You can also make conference calls to an external number. This can be useful during escalations or when your teammate to help you resolve customer queries.
Note: Conference calls can be initiated with only one person and not an entire team.
To add another agent to a call:
- During a live call, click on the phone icon to see the active (online) agents or contacts. You can use the search bar at the top to search for the names.
When you enter a letter or a number, the search results display all the agents, teams, or contact names having the letter or number you entered. To see the team's active agents, click on the arrow next to the team/group name. The number next to the team indicates the number of active/online agents in that team.
- Click on the add to call icon.
- You will see the following screen when the conference call request is sent to the second agent.
- The selected agent will now be added to your ongoing call if the agent accepts the call.
Note: Once the second agent ends the call, the call resumes between you and the customer.