VoiceLink — Integration

Overview

Escalate to or from a phone call inside the same LiveConnect session with recordings, transcripts, and call controls.

Capabilities

• Click-to-call from chat with call state visible to agents

• Attach call recordings and transcripts to the session/ticket

• IVR → SMS deflection and continuity within the same session

• Post-call CSAT prompts and auto-summary to Agent Desk

1. 1

   Step 1

   In VoiceLink, configure SIP or carrier settings and enable transcript webhooks.

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2. 2

   Step 2

   In LiveConnect, enable **VoiceLink** and map call entry/exit actions.

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3. 3

   Step 3

   Create macros for “Call me now” and “Schedule a callback”.

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4. 4

   Step 4

   Place a test call and verify transcript and recording attachments.

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Limitations

• Recording consent requirements vary by region; display notices as required.

• Telephony availability depends on carrier and region.

FAQs

Pricing