Knowlarity WebRTC Calling: Feature Description

Learn how to use Knowlarity WebRTC integration in LimeChat to manage inbound and outbound calls directly within the CRM—no mobile phones needed.

---

Introduction:

The Knowlarity WebRTC integration empowers users to manage all inbound and outbound calls directly within the LimeChat CRM, eliminating the need for mobile phones. This seamless integration allows users to make and receive calls effortlessly through the CRM interface, ensuring a streamlined and efficient calling experience.

---

Feature Overview:

Make sure you widget is in connected state.

Making Outbound Calls

1

Use "Click to Call" CTA to access the dialling step

2

Now enter the phone number to reach out to and select the SR number

3

Click on "Call"

4

You will see a screen stating "Calling Agent", click on the "Accept" CTA to trigger the call with the customer

5

Now you will see the "Ongoing Call" Screen, where you will hear the dialling tune indicating the customer is being called

6

When the call is picked up, the following screen will be visible, with the options to:

6.1. Put the call on hold

6.2. Mute

6.3. Hangup

7

As the call is completed, a ticket is automatically created with the following properties:

7.1. The ticket is assigned to the agent who handled the call

7.2. The ticket consists of a link to the recording of the call

---

Receiving Inbound Calls

1

Make sure that the user has logged into the widget.

2

Once a call is routed to the user, they will receive two types of notifications:

1. Ringtone, indicating an incoming call

2. A pop-up screen with the option to Accept or Hang Up the call

3

Once the call is answered, the user will be connected with the caller.

4

After the call is completed, a ticket will be automatically created having the properties defined in the previous section

---