Mteja's Team Inbox is an essential CRM tool for customer support teams, offering a unified view of all call interactions (in addition to SMS and WhatsApp logs) on the platform. This powerful feature ensures that agents can efficiently manage and respond to customer inquiries, providing a seamless experience for both the support team and customers. This article focuses on how to view call history on Team Inbox.

Viewing Call Interactions

Agents can view all call interactions. Each interaction is listed chronologically, providing a comprehensive view of the communication history with customers. This enables agents to quickly reference past interactions and ensure continuity in their responses.

Unread Count on Missed Calls or Incomplete Inbound Calls

Missed calls are a critical aspect of customer support that needs prompt attention. Team Inbox highlights missed and incomplete inbound calls by displaying an unread count while bringing the contact to the top of the inbox. The unread count helps prioritise missed calls, ensuring that no customer inquiry goes unnoticed.

Returning Missed Calls

When a missed call is returned, the Team Inbox records this action. It not only shows that the call has been returned but also indicates which agent made the return call. It also shows the call recording allowing you to listen to the recording in the same interaction thread. This feature promotes accountability and transparency within the team, as agents can easily track who has followed up on specific missed calls.

Notes

Allows agents to take notes directly on the interaction thread. Agents can document key points from their conversations, customer preferences, or any follow-up actions needed. These notes are visible to the entire team, ensuring that everyone is informed and can provide consistent support. Notes can also be used to mention another agent in the thread.

Assigning Conversations

If an agent encounters a query that requires specialised knowledge or needs to be handled by a specific team member, they can easily assign the conversation to the appropriate agent.

Reach us at support@mteja.io for additional support or if you have any queries about the service.