Calling
Make a Call
HyperConnect allows users to initiate calls through multiple methods: the main dialer, search bar, and chat.
Note
Currently, HyperConnect does not support international calling.
To place a call from the main dialer:
Launch HyperConnect.
Click the Conversations icon.
On the Timeline, click the + icon and select Call.
Select the country code and enter the guest's phone number.
Click Call.
To make a call from the chat:
Launch HyperConnect.
Click the Conversations icon.
Select the guest you wish to call.
Click the phone icon in the chat history.
To make a call from the search bar:
Launch HyperConnect.
Click the Conversations icon.
In the left sidebar, search for the guest’s name or phone number.
Select the guest from the search results.
Click the phone icon in the chat history.
Note
During an active call, click the Mute icon to silence your microphone.
Answer or Decline a Call
When a call comes in, a notification appears on all selected devices.Accept the call with a tap or click, and you're connected.
Select Answer to pick up, or Decline to ignore the call.
Transfer or Forward Calls
Users can transfer a call to another team member for efficient call management and ensure that each caller is directed to the most appropriate person for their needs.
Launch HyperConnect.
During an active call, click the Transfer icon.
Search for and select the team member you want to transfer the call to.
The call will be redirected to the selected team member.
Access Call Transcript
Users can access the call transcript from either the Call Logs or the business flow.
Access call transcript from business flow:
Launch HyperConnect.
Click the Conversations icon.
In the left sidebar, search for the guest’s name or phone number for which you want to check the call transcript.
Click the > icon in the conversation or click the View insights and transcripts link.
Select the Transcript tab.
Access call transcript from call logs
Launch HyperConnect.
Click the Call Logs icon.
From the available list, select the guest for which you want to check the call transcript.
Click View in the Transcript column and select the Transcript tab.
Note
To view call transcripts, ensure that the required permissions are enabled for you. Navigate to Organization > Security > Security Roles > Role Name > Zenoti HyperConnect.
Currently HyperConnect does not support downloading call transcripts.
Listen to Call Recordings
Call recordings are stored in call logs. Let's take a look at how to access your call recordings.
Launch HyperConnect.
Click the Conversations icon.
From the search bar, search for and select the guest.
Click the Play icon next to the call recording.
You can see details such as agent name, message length, and call sentiment.
Impacts and considerations:
To listen to a call recording ensure that the record incoming calls setting is enabled.
Note
International calling is disabled by default, and rates depend on the country you are calling. Reach out to expansionsales@zenoti.com for more information.
To manage spam calls, HyperConnect provides built-in spam filtering that automatically blocks unwanted calls and ensures that only genuine calls are received.
Currently, conference calling functionality is not supported by HyperConnect.
Place a Call on hold in HyperConnect
The call hold functionality in HyperConnect provides efficient call management, helping your team stay in control of incoming calls without missing opportunities. With this feature, front-desk staff can handle multiple calls seamlessly, ensuring uninterrupted customer support.
Key features:
Receive notifications for up to 10 incoming calls through a call-waiting tone and a detailed caller ID display without interrupting the ongoing conversation.
Place and resume calls using the "Hold" and "Resume" buttons on the dialpad.
Automatic hold when switching between calls.
If a staff has one call on hold and one in progress, additional incoming calls will be routed to other available agents.
Using Call Hold
To place a call on hold:
While on a call, tap the "Hold" button on the screen.
To resume a call:
Tap the "Resume" button to return to the paused conversation.
Manage multiple calls:
When resuming a held call, the current active call is automatically placed on hold.