The 3-way calling feature in Aloware allows users to add participants to a call, improving collaboration and communication during customer interactions. This functionality helps resolve complex queries and enhances customer service by enabling agents to quickly involve colleagues, supervisors, or external partners without ending the original call, thus increasing overall efficiency in support interactions.
How can a business admin use this?
A business admin can utilize the 3-way calling feature to facilitate better communication within teams, ensuring that customer support calls can include necessary specialists or supervisors as needed. This enhances overall service quality and supports effective issue resolution.
How can an average user use this?
Customer support agents can utilize the 3-way calling feature by adding another agent, a ring group, or an external phone number to an ongoing call. This allows them to get immediate assistance or connect customers with the appropriate specialists or partners.
How does this relate to other tools?
The 3-way calling feature complements Aloware's other tools by enhancing communication capabilities within the platform. It integrates seamlessly with existing call management and support functionalities, enabling more effective service delivery.
Important configuration steps
To use the 3-way calling feature, users must select the appropriate participant to add - whether another user, a ring group, or an external phone number. Users must know how to access the call screen, use the "Add" button, and choose between adding participants directly or introducing them before merging the calls.
Add a user - directly adding an agent in a call.
Add ring group - adding the call to a group of agents, ensuring someone from the team will answer.
Add a phone number - adding a call to any external phone number.
Adding a user to a call
Quickly add another agent to the call to assist with specific customer inquiries or to take over the conversation if needed.
Example: When an agent needs immediate assistance from a senior agent, they can add the senior agent without an introduction to quickly address the issue.
Click the call icon to answer the call. The Aloware call screen will open; then, click the "add" button.
In the "select a user" field, pick the user or agent you want to add to the call.
Add - click to add the agent without an introduction. The call does not need to be merged.
Introduce - click to provide a brief overview of the call while the callee hears the wait music. Click the "Merge" button to bring all participants into the call.
Adding a user from a ring group
Efficiently involve a team or department in the call by ringing all members of a specific ring group until one answers.
Example: If a customer needs support from a specific department, such as customer success, the agent can add the customer success ring group to ensure the customer is connected to the first available specialist.
Click the call icon to answer the call. The Aloware call screen will open; then, click the "add" button.
Click the "add" button and select "add ring group" from the list of active ring groups. The call will ring all members of the selected ring group until one answers.
Add - click to add the agent without an introduction. The call does not need to be merged.
Introduce - click to provide a brief overview of the call while the callee hears the wait music. Click the "merge" button to bring all participants into the call.
Adding a user from a phone number
Seamlessly connect the call to external partners, vendors, or service providers for comprehensive support.
Example: When a customer needs to be connected to an external partner, such as a shipping company, the agent can transfer the call directly to the partner's phone number to provide seamless service.
Click the call icon to answer the call. The Aloware call screen will open; then, click the "add" button.
Click the "add" button and select "add to phone number".
Enter the phone number and click the "add" button again.
Add - click to add the agent without an introduction. The call does not need to be merged.
Introduce - click to provide a brief overview of the call while the callee hears the wait music. Click the "merge" button to bring all participants into the call.
Activity logs
You can check the call logs in the dashboard, which include details about the first agent and notes indicating the call was transferred to the second agent.
