Overview
This module supports true multi-channel support by bringing phone and social interactions into the same operational flow as regular tickets. It helps teams keep complete customer history in one place instead of switching between disconnected tools. As a result, response quality improves and conversations remain easier to track.
How It Works
Call logs record important details such as time, duration, outcome, and agent notes for each voice interaction. Social records capture platform source, author details, and message content, then allow staff to create or link tickets directly from those records. This process ensures no customer message is lost and each conversation stays connected to service actions.
Step-by-Step Guide
- Open Call Logs or Social Media > Posts.
- Create or select an interaction record.
- Review customer details and issue summary.
- Use Create Ticket or Link Ticket.
- Track final status in both the source record and ticket.
Fields Table
| Field Name | Description | Example |
|---|---|---|
Call Date & Time |
When the call started. |
15-Apr-2026 11:20 |
Call Outcome |
Result of the call conversation. |
Follow-up Required |
Phone Number |
Caller or recipient number. |
+91 98765 12345 |
Platform |
Social source of message or post. |
|
Post Type |
Kind of social interaction. |
Comment |
Related Ticket |
Ticket linked with call or social post. |
TIC/2026/0052 |
Fields Explanation
Call Date & Time
Helps measure handling patterns by shift.
Call Outcome
Captures what happened and next step.
Phone Number
Supports quick callback.
Platform
Shows source channel for analysis.
Post Type
Differentiates posts, messages, and comments.
Related Ticket
Ensures all communication is tied to one case history.
Tips
- Log call notes immediately after the conversation.
- Convert important social comments into tickets quickly.
- Use linked ticket number when replying to customers.
Common Mistakes
- Creating duplicate tickets for same social thread.
- Saving call logs without outcome or summary.
- Not linking interaction records to ticket history.
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