Introduction 

Outbound calls are important for business and sales, and Sprinklr allows agents to make outbound calls without any hassle. 

Business Use Case 

• To instantly follow up with the customer while the agent is on conversation pane 

• QM/Supervisor can directly manual call the customer 

Workflow and Functionality 

Note: Dialers should be configured & shared, and outbound calling functionality should be enabled, then Agent will be able to make outbound calls from Sprinklr 

Outbound calls can be made in 3 easy ways: 

1. Outbound Dialer :

• On Care Console, at the top of the screen slightly right there’ll be an call icon. This icon is the manual dialer from which user can make the outbound call. 

• Click on the button and there will be a list of all the manual dialer which are shared with the user/user group 

• Select the dialer and below that there’ll be country code and next to the country code, write the number to which the outbound call is to be made 

2. Conversation Widget Dialer :

If the specific case is open, at the top of the conversation pane there’ll be an call icon. 

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• Click on the button, and there’ll be 2 options: Customer and External.

• After clicking “Customer”, number of the customer will be auto-filled.

• After clicking “External”, the same UI will be highlighted as the 1^st option stated above.

If the Dial on New number permission is enabled in the click to call functionality then you see an option to dial number from dial pad or Call an Expert. So now, along with Dial on new number permission that already exists for enabling the agent to see only the dial pad, there is an additional permission available, Dial on Expert that enables you to see the Talk to Expert window for the agents.

3. Conversation Widget - Click to Call :

Any number mentioned during the conversation will be identified and the option to call the same will be there. 

• In the conversation widget, hover over the number to open the click to call option. 

• Select the application and click the Call button. 

• Call controls widget will open and call controls will be enabled as soon as the user accepts the call.