Voice Calls as Tickets

This guide explains the new feature where inbound and outbound voice calls in Hello are automatically logged as tickets. This enhancement ensures all customer conversations—whether via call, chat, or email—are trackable, accountable, and actionable.

🗣️ What’s New?

Support calls made through the Hello Voice panel are now automatically converted into support tickets. This ensures every call is tracked, responded to, and available for performance analysis—just like a chat or email.

✅ Key Benefits for Users:

• Never miss an important customer call—every missed call becomes a visible ticket.

• Get a complete communication history in one place: calls + chats + emails.

• Assign and resolve voice call tickets just like chat tickets.

• Maintain accountability: even unanswered calls are logged with timestamps and actions.

☎️ How It Works (Reimagined Scenarios)

Scenario 1: A Call Comes In & Agent is Assigned

The call directly rings the assigned agent (as per Voice panel). If answered, a new ticket is created and automatically linked to the agent. If missed, the system redirects the call to other agents. Still not picked? The call is logged as missed—and a ticket is generated with this activity recorded.

Scenario 2: Team-Based Assignment

If a team is assigned in the Voice panel, the call routes to that team. The system creates a new ticket and assigns it to the team. If the first member doesn't answer, the call cycles through other members. If none pick up, the system records a missed call and logs it as a new ticket.

Scenario 3: No One is Assigned in Voice Panel

If neither an agent nor team is assigned, the call doesn’t ring in Hello. Still, a ticket is created automatically and marked unassigned. It includes a message detailing why the call was not routed.

🔁 Existing Tickets & Voice Calls

Call Received on an Existing Ticket (Assigned Agent or Team)

When a customer calls in and it matches an existing ticket:

• The call rings directly to the assigned agent or team.

• If unanswered, it’s marked as a missed call.

• Unlike new tickets, this call won’t transfer to other agents or teams.

No Assignment in Voice Panel

In this case, the system will treat the call just like it does for new tickets—automatically generating an unassigned ticket with all necessary call activity logs.

IVR Logic Integration

When an IVR is configured:

• The IVR runs first.

• If the selected agent via IVR isn’t on Hello, the call will ring but no ticket is created.

• Applies to both new and existing tickets.

Agents Without Hello Inbox Access

If an agent is configured in the Voice panel but does not have access to Hello’s Inbox:

• They can still answer or hang up the call via Hello.

• However, no ticket will be generated for that call.

• If the call is unanswered, it reroutes to another available agent and a ticket is created for that event.

Outbound Calling Behavior

• Any outbound call placed from Hello will automatically generate a new ticket with call details in the compose view.

• If the call originates from an existing ticket, the conversation is logged within that ticket.

Call Waiting Mode

• When Call Waiting is enabled, the system will continue to ring the agent until the call is picked.

• If unanswered, a missed call event is recorded within a new or existing ticket.

Sticky Agent (Voice-Only Functionality)

The Sticky Agent setting from the Voice platform does not apply to Hello. Hello uses its own routing logic, which ensures fair and functional distribution of calls and ticket creation.