Documentation

Call topics and topics custom fields

Call topics and topics custom fields allow you to specify the subject of the conversation with the Customer. During or after the call, the Agent can include additional information regarding, for example, orders placed by the Customer or the matter with which he or she is contacting the contact service.


Call topics

Topics custom fields

Configuration for Infoline queues

Configuration for manual calls


Call topics

Configuration of conversation topics is available under AdvancedCall topics.

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A table of created topic groups will appear on the screen. Click the file button to add a new topic group.

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Enter the group name and confirm by clicking the button file.

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The created group will appear in the table - click on it to add topics.

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Click the button file.

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In the text box, enter the name of the topic that will be associated with the added group. Also, decide if the topic fields will be shown after selecting the topic. If you want, you can change the color of the topic, which will allow you to systematize customer information. For example, topics related to sales will be marked in green, while complaints will be marked in red. Confirm by clicking file.

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Created topics appear in the table - you can edit or delete them.

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Topics custom fields

Call topics custom fields are useful if, in addition to the topic, you want to enter additional information, for example, about the details of the order being placed. You can combine the fields with the created conversation topics, but you can also use them as a separate module without selecting conversation topics.

These are available under AdvancedTopics custom fields, and then click file.

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In the text box, enter the name of the subject field and specify the type.

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You can choose from:

  • text,
  • long text,
  • list,
  • yes/no.

Required field - by checking the checkbox, decide whether the field selection will be required after the call is completed.

Once selected, click the button file.


Once you have added topics and fields of conversation topics, you need to activate them by adding them to the selected queue(s) or manual conversation campaign.

Configuration for Infoline queues

From the Administration tab, select Inbound → Queues, select a queue, and then click the button file.

In the Other section, in the "Call topic groups" and "Topic custom fields" select the schemes you created earlier.

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Below we have provided an example of the topic window that appears after receiving a call from the infoline.

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Did you know...💡

If the Agent does not select the topic of the call within the Infoline service then it will be automatically paused.

Configuration for manual calls

From the Campaigns tab, select Management → Campaigns, select the campaign for manual outbound, and then click the button file.

In the Other section, in the "Call topic groups" and "Topic custom fields" select the schemes you created earlier.

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Below we have provided an example of the topic window that appears after receiving a call from the infoline.

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Łukasz

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