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LiveConnect — Omnichannel Inbox for Web Chat, Social DMs, SMS/WhatsApp & Email | Velaxe

LiveConnect

Escalate from chat to voice with VoiceLink

Offer call-me links, attach recordings/transcripts, and keep the same session context.

12 min Beginner Support Ops, Supervisor Updated Sep 1, 2025
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Overview

Offer call-me links, attach recordings/transcripts, and keep the same session context.

Prerequisites

None.

Permissions required

channels:connect voice:call

Steps (3)

Estimated: 12 min
  1. 1

    Enable VoiceLink

    Admin 4 min Back to top

    Settings → Integrations → VoiceLink. Connect your telephony provider and numbers.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Use call-me in chat

    Agent 4 min Back to top

    From the composer, insert a **Call me** link. The session remains active during the call.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Attach recordings & transcripts

    System 4 min Back to top

    VoiceLink posts the recording/transcript to the same session; Chronicle stores the artifacts.

    Tips

    —

    Validation

    —

    Success criteria

    • Agent sees call state, transcript, and can resume chat seamlessly.

About this guide

LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.