For a PDF download of the Engage CRM integration Agent Guide, click here
Once you’ve logged in to the Engage CRM integration app, the first thing you’ll notice is the call history tab where you’ll see all of your interactions listed. Above that is the search bar where you can search for records saved in your CRM. You can set your agent state and enable the agent leg at the top to start making and receiving calls.
Right next to the search bar is the dialpad icon, which when clicked, will bring up a floating dialpad. Along with the call history tab, you’ll notice several icons that open different tabs available to you, such as the support, settings, and notifications tabs.
There are also parts of the interface that will only be available when you’re receiving a call or if you’re taking one. When a call is coming in, the call history tab will show the active call display, and when you answer the call, the caller’s information will expand and the interface will show the workflow tabs.
Let’s review these major components below.