Is this in Brand My Inbox too?

Yes, under Service, Sales center: the same desk, live numbers and queue settings. A call recording opens in EmailPro.

How does recording work, and what does the customer hear?

Recording is off by default and cannot be switched on without the notice. With it on, before the call connects the customer hears, in Hebrew, English or Spanish: "Hello, this call is recorded to improve our service." The notice is on the recording too. A recording opens only for people who may see the contact, through a link that expires, and every opening is logged.

What does click-to-call need?

On the Queues tab an admin switches on Click to call and sets the caller number shown to customers, and each agent sets My phone for calls. A call is placed only by an agent's own click on a lead they hold; no automation, API or AI assistant can dial.

How do callbacks work?

Due callbacks come before new leads. For the first 30 minutes the agent who promised the callback gets it; after that, any agent of the queue.

Does the AI pick the outcome?

No. Summarise with AI writes a summary and suggests an outcome; Use it copies the summary into the notes, and you pick the outcome.

The sales center: call queues and click-to-call

Call queues built on a saved view: each agent presses Next and gets a lead nobody else holds, calls with one click, picks an outcome, and the next lead loads.

Steps

Service → Sales center → Queues → New queue (owners and admins). In a workspace with no queue yet, Make the first call queue on the desk opens the same form: a shared saved view or filters for who to call, the calling order, tries per person, minutes before trying again, how long a lead stays with an agent, the agents, working hours, and the outcomes with what each one does.
My calls: press Next lead (N). You get the record and what happened before. While you hold that person, nobody else in the workspace gets them.
Call. With click-to-call on, Call rings your phone first and dials the customer when you answer. Without it, the number opens on your phone and you note the call yourself.
Pick the outcome (keys 1 to 9) and Save and next (Enter). An outcome can move the lead stage or a process, set a callback at a time (a call task with a reminder), or end the tries. Hand back returns the lead without counting a try.
Live shows calls, connected calls, talk time, conversions and how many are left, per queue and per agent. Managers see every agent; an agent sees their own row.

Questions

Is this in Brand My Inbox too?: Yes, under Service, Sales center: the same desk, live numbers and queue settings. A call recording opens in EmailPro.
How does recording work, and what does the customer hear?: Recording is off by default and cannot be switched on without the notice. With it on, before the call connects the customer hears, in Hebrew, English or Spanish: "Hello, this call is recorded to improve our service." The notice is on the recording too. A recording opens only for people who may see the contact, through a link that expires, and every opening is logged.
What does click-to-call need?: On the Queues tab an admin switches on Click to call and sets the caller number shown to customers, and each agent sets My phone for calls. A call is placed only by an agent's own click on a lead they hold; no automation, API or AI assistant can dial.
How do callbacks work?: Due callbacks come before new leads. For the first 30 minutes the agent who promised the callback gets it; after that, any agent of the queue.
Does the AI pick the outcome?: No. Summarise with AI writes a summary and suggests an outcome; Use it copies the summary into the notes, and you pick the outcome.

Updated 2026-10-25 · llms-full.txt