Customer record
Conversations your team handles
How calls, WhatsApp messages and emails handled by your own people are captured into the same customer record, and the support your team gets during and after those conversations.
On this page
- What capturing your team's conversations changes
- How each channel is captured
- Working from one console, or from the systems your team already uses
- Suggestions during your team's calls
- Coaching insights for your team leads
- The same rules on consent, recording and access
- The technical detail
- In practice
- What your team controls
- Related
A customer's history is only complete if it includes what your people said as well as what the agent said. When your team handles a conversation, by phone, on WhatsApp or by email, it can be captured into the same customer record as the agent's conversations. The agent then knows what a colleague discussed yesterday, the commitments your team makes are tracked, and your reporting covers the whole operation rather than part of it. Capture is configured during implementation for the channels and systems your team uses.
What capturing your team's conversations changes
Customers do not repeat themselves to the agent. A guest who spoke to your reservations team on Monday and messages on Wednesday is not asked to explain again. The agent knows what your colleague said and agreed.
The agent does not contradict your people. When a handler has already told a policyholder which documents to send, the agent asks for the same documents, not a different list.
Your team's commitments are followed up. A callback promised by a colleague is tracked in the same way as one promised by the agent. See Commitments and promise tracking.
Your reporting covers everyone. Reasons for contact, outcomes and quality measures include the conversations your team handles, so you see the whole picture rather than the part the agent handled.
How each channel is captured
| Channel | How it is captured | What is added to the record |
|---|---|---|
| Calls through your contact centre platform (the system that routes calls to your team, such as Genesys, NICE, Five9 or Amazon Connect) | Through a connection to your platform, working alongside your existing routing | Transcript, summary, outcome, commitments, and the recording where consent was given |
| WhatsApp handled by your team | Your team replies from the unified console (one inbox in Telonic's web application for every channel), so the conversation stays on the same thread and the same record | The messages, summary, outcome and commitments |
| Email handled by your team | Your team replies from the connected shared mailbox, so replies join the same thread and the same issue | The thread, summary, outcome and commitments |
| Conversations the agent hands to your team | The rest of the conversation, after the handover, stays on the same record | Everything from the handover onwards, with the brief |
Each captured conversation is linked to the right customer and the right issue, in the same way as the agent's own conversations. See Matching contacts to customers and Issues and threading.
Working from one console, or from the systems your team already uses
The unified console gives your team one inbox for every channel, with the customer record alongside each conversation. It is configured during implementation, for teams that want to handle WhatsApp, email and web conversations in one place rather than switching between systems.
Your team does not have to move to it. Where your people already work in a contact centre platform or a CRM (the system that holds your customer records), they can stay there. Handovers from the agent arrive in that system with the brief, and conversations are captured from it.
Suggestions during your team's calls
Live assist listens alongside a colleague during a call and suggests responses as the conversation goes. Suggestions are drawn from your approved documents and the customer's record: the policy wording that answers a coverage question, the booking detail the caller is asking about, or what was agreed in the last conversation. Your colleague decides what to say. Live assist is configured during implementation for the teams and queues that want it.
Coaching insights for your team leads
Coaching insights show team leads where colleagues find conversations hardest, and what the best conversations have in common. They are drawn from patterns in high and low scoring conversations, scored against your own quality standard. A team lead might see that renewal conversations about a price increase go better when the customer's claims history is acknowledged first, and use that example with the team.
Coaching insights are configured during implementation. They are for supporting your people on the conversations that need them, and access to them is set by role, like any other part of the console.
The same rules on consent, recording and access
Everything that protects the agent's conversations protects your team's too.
| Rule | How it applies to conversations your team handles |
|---|---|
| Recording consent | A call is recorded only once the caller has given consent. Before consent, only the consent answer is recorded. We agree with you during implementation where in your call flow consent is asked, so callers are asked once, at the start of the call |
| Retention | You set how long each kind of content is kept, and the same periods apply |
| Access | Access to the record is set by role, and every access is logged |
| Card details | Card numbers spoken or typed in a conversation are redacted (removed or masked) |
| Where it is processed | In your deployment, in the region you chose |
Your colleagues' names appear on the conversations they handle, and are visible only to people whose role gives them access to that record. See Voice: call recording and consent and Storage, retention and deletion.
The technical detail
| Question | Answer |
|---|---|
| Which contact centre platforms can calls be captured from? | Platforms the deployment integrates with, including Genesys, NICE, Five9 and Amazon Connect. Other platforms are assessed during implementation |
| Does capture change our call routing? | Your routing stays as it is. Telonic works alongside your existing platform and routing, and your platform keeps deciding where each call goes |
| Where are team conversations transcribed and summarised? | In your deployment, in your chosen region, like every other conversation |
| Can the agent pick a conversation back up after your team? | Yes, where configured. Once your colleague has finished, the agent can continue the conversation, for example to send a confirmation or book a follow-up |
| Can we capture some teams but not others? | Yes. Capture is configured per channel and per team during implementation |
In practice
Qamar Stays, a hotel group, captures its reservations team's calls and emails into the customer record.
- On Monday, Hamza calls the reservations team to ask for a late checkout. Dana, who works on the reservations team, agrees 2pm and says she will confirm it in writing. The call is captured, and her commitment is recorded.
- On Tuesday, Dana sends the confirmation from the shared reservations mailbox. The email joins Hamza's record, and the commitment is marked as kept.
- On Wednesday, Hamza messages on WhatsApp to book an airport transfer, then asks whether his late checkout still stands.
- The agent books the transfer. It sees Monday's call and Tuesday's email, and confirms the 2pm checkout without asking Hamza to explain.
- At month end, the reservations manager reviews reasons for contact across both the agent's conversations and the team's, and sees that late checkout requests are among the most common.
What your team controls
- Which channels and teams are captured into the record.
- Whether your team works from the unified console or its existing systems.
- Which teams use live assist and coaching insights, and who can see them.
- Where in your call flow recording consent is asked.
Related
- The customer record: overviewCustomer record
- Handover to your teamAgents
- Contact centre platformsIntegrations
- Voice: call recording and consentChannels
- Quality review on every conversationQuality and analytics
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