Ask the Right Questions with Call Guide

The Call Guide Widget helps agents navigate customer conversations smoothly with step-by-step instructions during an active call. Whether it is a simple greeting or a follow-up question based on the customer’s response, the widget keeps the conversation structured and on track.

Accessing the Call Guide Widget

The widget is configured in the layout for agent access.

Getting Started

Ask the Right Questions

When a call connects, Call Guide presents a set of predefined questions that an agent can ask the customer. These questions are of two types:

• Standard Questions – No response is needed (Example: A simple greeting).

• Decision Questions – Require a response and may lead to follow-up questions (Examples: Do you have a credit card? If yes, ask for details; if no, move to the next step).

If the customer is linked to multiple campaigns, the widget displays relevant questions for each campaign. Simply follow the prompts.

Navigating the Widget

To move to the next question:

1. Click Next to move to the next question.

2. Enter responses as the customer answers.

3. Ask follow-up questions if needed. If the conversation is complete, close with a Thank You or a promotional message.

4. Click Save to store the details before ending the call.

All answered questions are stored in the Overview tab for quick reference.