Overview
Offer call‑me links, attach recordings/transcripts, and resume chat seamlessly.
Problem
Switching to phone breaks continuity and loses history across tools.
Solution
VoiceLink integrates calls into the same LiveConnect session with state updates and attachments.
How it works
Enable VoiceLink, map numbers, and add composer shortcuts. Recordings and transcripts auto‑attach to the session/ticket.
Who is this for
Support Ops
Supervisor
Expected outcomes
- Higher resolution rates for complex issues
- Complete audit trail across chat and voice
Key metrics
Transfers to external dialer
Baseline
200 count
Target
0 count
Post‑call CSAT
Baseline
4.2 score
Target
4.6 score
Gallery
Downloads & templates
Case studies
InsuranceCo accelerates complex claims
Inline voice cut multi‑tool switching and improved CSAT.
Insurance Enterprise NA
Security impact
- Call recordings & transcripts (encrypted) · PII: voice content may contain PII
Compliance
- Call recording consent & regional laws
- SOC2 (confidentiality)
Availability & next steps
Business
Enterprise