Navigating the Call Banner

Overview

When you’re on a call, the Call Banner is visible at the top of the page. The banner provides the lead’s name, phone number, and call duration, but also shows a list of icons to help you manage calls. Here’s a breakdown of every option you can pick.

End Call

Once you’re ready to conclude the call, click the End Call button, and you’ll be taken to a wrap-up phase where you can add in any missing details on the Leads page.

Hold Call

If you need to search for something or ask a manager a question, you can put the client on hold by clicking the Hold button. Once clicked, the client will hear soft music until you resume the call.

Clicking the Hold button again will resume the call.

Mute Call

Don’t want to put your client on hold? You can mute your microphone with the Mute. This allows you to have a quick conversation with your manager without disrupting the call flow.

To unmute the call, click the Mute button again.

Transfer Call

If you need to transfer the call to another agent or manager, click the Transfer Call button to begin the process.

Learn more about Transferring Calls.

Merge Call

Adding someone to a call can be completed by clicking the Merge Call button. Once clicked, it will give you a list of people to merge the call with.

Learn more about Merging Calls.

Dialpad

When you click on the Dialpad icon, the Dialpad will reappear on your screen. This allows you to find specific managers to Ping or Message if you need more assistance in your call.

AI Assistance

If your company has purchased the Tacklebox AI bundle, you have access to our suite of AI tools.

Live AI Assist is the primary tool for your calls. Once you’ve clicked the Start AI Assist, the AI virtual assistant will appear as a chatbox on the right side of your screen. The AI assistant will instantly transcribe your conversation and offer suggestions on your next line.

You can even ask the AI questions as the conversation is occurring if you need a quick answer.