Phone
Calls and faxes.
Numbers in 100+ countries with HD voice and geo routing. Faxes arrive as tasks too.
← Contact center
Contact center
Change channels without starting over.
A customer calls, texts a photo, switches to video, and gets the follow-up by email. It all stays on one task on their record, so they never have to repeat themselves.
Each channel counts toward the agent's capacity the moment it's added.
100+ countries · Cloud, hybrid, or onsite · 1 to 1,000 seats
Channels
Voice, video, chat, SMS, email, and fax on one task.
A conversation picks up channels as the issue needs them, and the task keeps one history from hello to wrap-up. Here's one damaged delivery, start to finish.
VoiceVideoChatSMSEmailFaxLive transcriptionReal-time translation
- Call.
A customer calls about a delivery that arrived damaged. The task opens on their record, with earlier conversations included.
- Text.
Still on the call, the agent texts them, and the customer's photo of the damage lands on the timeline.
- Video.
To check the part together, the agent switches to video without leaving the task.
- Email.
The replacement confirmation goes out by email, and the task closes with four channels in its history.
Capacity
Your managers decide what each agent can hold.
Set a limit for every channel type. Most teams make a live call block everything else. Some allow one call and one chat. Either way, it is your rule, and routing follows it.
- A limit per channel type. Voice, chat, SMS, email, video, and fax each get their own number, set by your managers, not by the platform.
- Blocking is a setting. Give voice a limit of one and block everything else, or allow one call and one chat at once. Nearly everyone blocks on voice, but you choose.
- Capacity follows the task. Add SMS to a live call and the count changes right then.
- Permissioned by queue. Your queue rules decide which channels an agent can add to a live task.
Context
The whole story travels with the task.
Calls, messages, meetings, files, and notes sit on the customer record. Whoever opens it next picks up where the last person stopped.
- Transcribed as it happens. Every call and video has a live transcript, so the next person can read what was actually said.
- Invite, don't restart. A teammate you invite joins this task. No new ticket, no second copy of the story.
A bot can work this task too: answer the call, then text the confirmation without opening a new thread. When it hands off, the person reads the timeline the bot started. How bots work
Ways in
Every front door leads to the same queues.
AI Workflows read each request and create the task in the right queue, with the skills and priority it needs.
Web
Chat on your site.
A chat widget on your website opens a chat task in the queue.
Messages
Texts and emails.
An inbound text or email becomes a task and routes the way a call does.
Workflows
IVR and pre-queue steps.
The AI Workflows that run your IVR decide where each contact goes and what it needs.
Questions
Questions about switching channels mid-issue.
Can an agent add a channel to a live call?
Yes. The agent adds SMS, video, or email while the call's still live, and capacity updates right away. Your queue settings control which channels are allowed.
Does a channel switch create a new ticket?
No. The new channel joins the existing task, and the timeline shows every call, text, email, and video session in order.
Where do faxes go?
A fax arrives as a task, routes by the same rules as calls and messages, and lands on the customer's record.
Can an agent serve a customer in another language?
Yes. Calls and video are transcribed live, and translation runs in real time on voice, video, chat, SMS, and email.
Call in, send a text, keep one task.
Start a 30-day trial with sample data loaded, take a call, text the caller from inside it, and watch both land on one timeline. Then add your own channels.