Making and Receiving Calls in Concierge Support

Concierge Support is where you manage all customer interactions, including calls, emails, SMS, and WhatsApp messages.

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Incoming Calls

New incoming call

Like all tasks, calls are distributed across the team using a Round Robin system, meaning they are assigned to one agent's Tasks Queue.

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When a call appears in your Task Queue, you have two options as to how to deal with it: to Accept or Reject it.

Clicking Accept will connect you to the call.

Clicking Reject will remove the call from your Task Queue and the call will pass to the next agent in the Round Robin, until an agent accepts the call.

During a call

While on a call, the call status in the Tasks Queue will change to On Call.

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If the call is from an existing contact, the available contact details for the customer (name, email, phone number) will display on the right-hand side in the Contact Details section.

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If the call is not from a contact where their name is known through previous interactions, it will display as Unknown in the Contact Details section.

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If there has been previous communication with the customer, the Contact Timeline will also automatically appear, allowing you to quickly get up to date on previous conversations with the customer.

The Action Bar displays while the call is taking place. From here, you can mute or end a call.

Ending a call

To end a call, click on the End call button on the Action Bar. 

The call status in the Tasks Queue will automatically change to Wrapping, giving you a moment to:

• Add notes about the call (within Build Concierge or another system);

• Complete any follow-up actions before another task or call is assigned.

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When you’re ready for your next task, click Complete in the Tasks Queue.

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Outgoing calls

There are two ways to make an outgoing call:

• Call a number manually from the Dial Pad (not from contacts)

• Call an existing contact who has their phone number saved 

Calling a number manually

1. Click the Dial Pad button in the top-right corner of Concierge Support.

2. A keypad will open, allowing you to manually enter the phone number you want to call.

3. Click on the Phone icon on the Dial Pad to make the call.

4. The Action Bar will appear at the bottom of the page.

   

Calling a contact

1. Search for the contact using the Search icon at the top of Concierge Support.

2. Select the relevant contact from the dropdown.

3. If the phone number for the contact is available, click the Phone icon in the Contact Details section. This will automatically add the number to the Dial Pad.

4. Click on the Phone icon on the Dial Pad to place the call.
5. The Action Bar will appear at the bottom of the page.

Outgoing calls will appear in your Tasks Queue, just like incoming calls, with status updates to guide you through the process.

Whether incoming or outgoing, every call is automatically summarized and fully logged in the contact's Contact Timeline using AI. This reduces manual note-taking and admin, allowing you to stay fully focused on the conversation during a call.

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Call records

• Both incoming and outgoing calls will appear in the Contact Timeline of the contact.

• If it's the first time you are contacting the recipient, i.e. they are not an existing contact in Build Concierge:

  • a contact will automatically be created; 

  • the number which was used to call will be saved against the contact; and

  • the call will be the first entry in the contact's Contact Timeline.

• Call entries appear in the Contact Timeline with an indicator if the call was incoming or outgoing, the length of the call and the start of the AI-generated summary of the conversation.

• Expanding the call entry will show the full AI summary at the top followed by an AI-generated full transcript of the call. This helps agents to easily review what was discussed with the customer at a later date.