Message taking
Message taking gives callers a clear path when your team should follow up instead of completing a live action during the call.
Collect only useful details
Section titled “Collect only useful details”Ask for the caller’s name, callback information, reason for calling, and any short detail your team needs to respond. Keep the intake brief and avoid collecting sensitive information that is not required.
Use message taking as its own capability
Section titled “Use message taking as its own capability”Message taking can be used as a direct next step or as a backup for another action. It does not require qualification unless you intentionally place it in a qualification outcome.
Review messages
Section titled “Review messages”Completed messages appear in Inbox when the message record is available. Open the full item before following up so you can verify the caller details and context.
Do not assume that an external alert was sent merely because a message was recorded. Review your current alert preferences in Account, billing, and alerts and use Inbox as the durable review surface.
Test safely
Section titled “Test safely”Place a real call, leave a recognizable test message, and confirm that it appears in Agent Center with the expected caller information.