Business Features
Agent Capabilities
Integration between the EFCX Connector and HubSpot CRM involves embedding the EFCX Connector within the HubSpot CRM Web UI. This integration allows agents to use the same CRM agent interface for call and chat handling and transfer, enabling them to access agent/call controls within CRM. The HubSpot EFCX Connector includes the following features:
Workflow
Whenever a conversation is closed from either side, a wrap-up window pops up. The wrap-up timer can be seen on the right-hand side. Pre-defined wrap-up reasons are displayed here. The agent can choose any suitable reason fit to the conversation and add notes as adding a note is optional.
If the agent leaves without adding the wrap-up, the timer will disappear/expire, the conversation will be automatically closed without any Wrap-up reasons as it is still optional.
Drag
As the agent accepts the call, the CTI toolbar pops up anywhere on the screen. On clicking this drag option, this toolbar can be moved any where on the screen.
Mute/Unmute
The Mute/Unmute button on the toolbar enables the agent to mute or unmute if and when required.
Call Hold/Resume
The agent can hold the call by clicking on the Hold button on being active on a call with the customer or with any other agent in case of transfer.
In the same way, the agent can resume the call by clicking on the Resume button as soon as becomes available again.
End Call
The agent can end the call using this toolbar by clicking on the End Call button. This will end the call leg between the agent and the customer.
Activities can be seen from the ‘Call’ page in the HubSpot CRM, it will show the activities in descending order i.e. latest activity will be at the top. In the case of single matching or no matching record, it will be created automatically.
Wrap-up reason and call notes will not be reflected in the conversation activity right now.