Channel Talk provides conference calls that team members can join, called Meet. Meet is divided into two types: Voice Meet, and Video Meet.
Voice Meet: A method of communicating via voice within an ongoing chat conversation, without a phone number. (→ Voice Meet guide)
Video Meet: A method of communicating via video within an ongoing chat conversation, without a phone number. (→ Video Meet guide)
Voice Meet, Video Meet | |
|---|---|
Business verification | X |
Phone number | X |
Plan | Paid plan + team members with operator seats |
Call charges | X |
Speech-to-text | X |
Recording | X |
Summary | X |
Participants | Up to 10 |
How it opens | Opens within the ongoing conversation |
Auto-assign conversation | X |
Path: [Channel Settings] - [Meet] - [Meet General Settings]
Meet is currently not supported on some in-app browsers and mobile SDKs.
When this setting is enabled, customers can initiate voice or video Meet calls with team members. Once enabled, the Meet button will appear on the customer's chat screen when all of the following conditions are met.
The chat has an assigned agent
The chat input box is open
When a customer presses the Meet button, the assigned agent for that chat will receive a ringing notification.
Guidance Voice is the voice used to deliver audio guidance to customers who call in. Choose a voice that matches your brand's atmosphere to provide a consistent call experience for customers.
The selected voice applies to all audio guidance listed below. The voice for Voice ALF is configured separately from the guidance voice. (Settings path: [Customers] - [Support] - [Deployment] - [Phone] - [Phone Settings])
Workflow voice messages, phone input forms, IVR buttons, and voicemail
Guidance audio configured per phone number in [Channel Settings] - [Meet] - [Phone Numbers] (greeting, all agents busy, outside operating hours)
Click the dropdown under [Guidance Voice] and select the voice you want. Click the speaker icon on the right side of the list to preview the selected voice.
When you change the voice, it is immediately applied to workflows and per-phone-number guidance audio. If there are many guidance audios to update, they are applied sequentially and may take a moment.
The icon before the voice name indicates the language(s) that voice can handle. indicates a voice that supports multiple languages, while a flag icon indicates a voice that supports only that country's language.
If a customer calls in a language that the selected voice cannot handle, the call will automatically switch to a voice that supports that language.