Cases can be based on voice conversations, allowing Agents to follow up on client requests.
To learn how to manually create a case based on a call, follow these steps:
- During an active call, go to the Case tab [1].
- Click Add Case [2].
- Fill in all the relevant information and click Save [3].
Alternatively, you may want to connect the conversation to an existing Case. To do so:
- Select the case under “Case history” in the Case tab and click Connect [4]. A pop-up will confirm that the action was successful.
Note: If you select a Resolved case, that case will be reopened.
- To disconnect the conversation from the case, click Disconnect [1]. A message will confirm the action was successful.
- You can click the clock symbol [2] to view a history of the contact’s cases.
- You can also click the navigation symbol [3] next to the case ID to open the case in Talkdesk Cases.
For more information about Talkdesk Cases, you can read our documentation.