How Zinng works when a customer calls
See what happens from the moment a customer dials your number to the call summary, recording and transcript that reach your inbox.
Your agent answers the phone, and you get the result in your inbox. This page shows both sides of a call.
What your caller experiences
Section titled “What your caller experiences”-
The caller dials your business number.
The number is either a Zinng number you chose, or your existing number with calls forwarded to Zinng.
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The agent answers.
It greets the caller with your welcome message and uses your business details, such as hours and services, to answer. If you added a knowledge base, it can look up more information there.
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The agent helps.
Depending on the add-ons you turned on, it can take a message, transfer the call to a person, or book an appointment.
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The call ends.
The caller hangs up knowing their question was answered or that someone will follow up.
What you see afterward
Section titled “What you see afterward”-
The call lands in your inbox.
Open the inbox to see the call with its summary, recording and transcript.
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You are notified.
Notifications tell you a new call came in, including push notifications on the mobile app if you turn them on.
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You follow up by text.
Reply to the caller from the same conversation. Texting depends on your plan and may need texting registration.
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Workflows can follow up for you.
A workflow can send an automatic text a set time after a call ends.
Voice minutes
Section titled “Voice minutes”Calls use voice minutes from your plan. If you run out, your agents pause and calls are not answered until you add minutes or upgrade.