Receiving a Voice Call

If you’re interested in our new Qualified voice and video, reach out to your Qualified Success Architect.

In many cases, a live chat is a great way to start a conversation, but when the conversation get's going, chat often breaks down due to the delays when typing. Voice calls are an instrumental aspect of the selling process, and that's where Qualified's voice call features really shine. When qualified leads are on your website, the Qualified messenger displays and allows them to call with your sales team. In this article, we'll cover the following:

1. How and when website visitors can call you
2. The "on hold" experience for your visitor
3. Receiving and answering a voice call
4. Terminating a voice call

How and When Visitors Can Call You

When qualified visitors are on your website, as defined by your qualification rules, the messenger gives them instant access to your sales team via chat and voice calls. The messenger allows visitors to initiate a voice call either directly over the web or ring a phone number they enter manually. This is what the experience will look like for a qualified lead on your site:

The "On Hold" Experience for Your Visitor

When a qualified visitor calls you, their inbound call is put into a queue for your reps to answer. Until a rep answers the call, the visitor will be placed on hold. Your admin can change the name of your company in the Admin settings area of the app. For example, if your company name is "Dropbox," the visitor would hear the following until the call is answered by one of your reps:

Receiving and Answering a Voice Call

Incoming voice calls are placed in the sales rep queue. They flash on the left side of the Qualified app, a phone ring sound plays, and the browser posts an alert notification. The first sales rep to answer the call removes it from the call queue, and the call is now connected to that rep.

Terminating a Voice Call

Either party may terminate a voice call by clicking on the red "hang up" icon on the computer or simply hang up if speaking over the landline or mobile phone.