← All conversations Conversation 20 Oct 2026, 01:17 UTC · 1 question · ID 5b7e49bc389e
Who asked
Profile We don’t have a profile for this visitor. Question 1
“Can the Customer Agent make phone calls?”
Answer
The site says the Customer Agent answers in chat and email and hands off to a person. It never says whether the agent handles phone calls or voice, or whether phone is planned.
Section on the site Status Ticket /products/customer-agent Answers in chat and email (card)↗ State the Customer Agent's phone support on /products/customer-agent Ticket Ticket Paste this into your ticketing tool.
State the Customer Agent's phone support on /products/customer-agent
Who needs it: Service and support leaders choosing channels for the agent
Section: /products/customer-agent › Answers in chat and email (card)
What is missing:
- Whether the Customer Agent can take or make phone calls is not stated.
- What happens to phone conversations, such as handoff to a person, is not stated.
Where: Update this section: Add a line to the "Answers in chat and email" card, beside its "Only your approved content and records" point.
Related sections: Hands off with the whole story
What to do:
1. Confirm with product whether the Customer Agent supports phone or voice, now or on the roadmap.
2. Add the confirmed phone position to the card, including how phone calls reach a person if the agent does not take them.
Done when: /products/customer-agent says plainly whether the Customer Agent handles phone calls.
From: conversation 5b7e49bc389e, question 1: "Can the Customer Agent make phone calls?" Close Copy
Who needs it: Service and support leaders choosing channels for the agent
What is missing Whether the Customer Agent can take or make phone calls is not stated. What happens to phone conversations, such as handoff to a person, is not stated. Where Update this section: Add a line to the "Answers in chat and email" card, beside its "Only your approved content and records" point.
Related sections Hands off with the whole story What to do Confirm with product whether the Customer Agent supports phone or voice, now or on the roadmap. Add the confirmed phone position to the card, including how phone calls reach a person if the agent does not take them. Done when: /products/customer-agent says plainly whether the Customer Agent handles phone calls.
Answer full page The Customer Agent answers customers in chat and email, using your help content and each customer's records, and hands anything sensitive to a person. Phone calls aren't among the channels we describe, so I can't confirm that. I'm happy to put you in touch with the team to check.
Questions and answers are shown as recorded. Status, what is missing and what to do are our analysis of the live site, read 22 Oct 2026.