Before your first call
GoDesk has a phone built into the browser, connected to GoDesk Voice. You need a phone extension on your account, a headset, and permission for GoDesk to use your microphone. If your account has no extension, GoDesk tells you it can’t make or take calls. Ask your administrator to add one.
Keep GoDesk open in one browser tab. The phone runs in one tab only, and a tab the browser has put to sleep cannot ring.
If the top bar shows Phone registering…, Phone reconnecting… or Phone offline, calls cannot reach you yet. Select Reconnect. Browser setup shows the one-time steps that stop your browser putting GoDesk to sleep.
Calls only reach you while your status is Available. See the guide on signing in and your status.
Answer a call
When a call comes in, the bar at the top changes colour and shows Incoming with the caller’s name or number, and Ringing.
Select Answer, or press the space bar. Select Decline if you cannot take it.
Your workspace may play a ringtone, and your administrator can set calls to answer automatically after a few seconds.
See who is calling
GoDesk looks up the number against your contacts. If it finds a match, the panel on the right shows the contact’s name, phone and email, with their deals, open tickets, accounts and recent history. Select the name to open the full contact page.
If the caller is not a contact yet, the panel shows Save this caller. Enter a Name, and a company if you know it, then select Save contact. You can skip this: the call is still kept under Recent.
Make a call
Type a number, or a contact’s name, in the box at the top that says Call a number or a name…, then select Call. Pressing the / key takes you straight to that box.
Select Keypad to dial with a number pad, or simply start typing digits.
You can also call from your work: the Call buttons on Next up items, chats, contacts and Call History. Calls made this way are linked to the task, deal or record you called from.
If you are already on a call, finish it before starting another.
During the call
Select Mute to stop the caller hearing you (or press M). Select it again to unmute.
Select Hold to put the caller on hold (or press H), and Resume to return to them.
Select Keypad to press numbers during the call, for example when a menu asks you to choose an option.
Select Transfer, enter an extension or number, and confirm. The call goes straight to that person: you cannot speak to them first, so tell the caller what will happen before you transfer.
Select End (or press E) to hang up.
On the right you may see tabs for Script, Notes and Knowledge. Your administrator sets which script appears for each kind of call. Anything you type in Notes during the call is carried into your wrap-up.
Wrap-up after the call
When the call ends, your status changes to Wrap-up and the Wrap up form opens. No new calls are put through to you until you finish.
Choose the call type, or for a task or campaign call, the outcome. Your administrator decides whether this is required, and some choices also require notes or a ticket.
Check your Call notes and add a short summary of what the customer needed and what you agreed.
If the call is about a ticket, link it or create a new one. The contact, phone number and call notes are attached for you.
A timer shows how long you have spent in wrap-up. It turns red when you pass your workspace’s limit and supervisors are alerted, but you can still finish.
Select Save · ready for next. You become Available again, unless your workspace has changed that setting. If your workspace allows it, Skip closes wrap-up without an outcome.
Call backs and follow-ups
If the customer asks you to call back, choose a call-back time in wrap-up. The Follow up row offers quick choices such as Call back in 1 h and Tomorrow 9:00, or Call back… to pick your own time.
On a task or campaign call, choosing an outcome that means call back later asks When should we call back? You must pick a time before you can save, and it cannot be in the past.
Tick I’ll make this call if you want to keep the call-back yourself. If you are not free 10 minutes after the time, it goes to the team.
Some call types require a follow-up. Wrap-up then asks for a date and what needs to happen, and creates a task for you due at that time.
An outgoing call that nobody answers is usually filed as No answer for you, with no form to fill in.
If something does not work
If calls are not ringing, check that your status is Available, that the top bar does not show Phone offline, and that GoDesk is open in only one tab. Select Reconnect if needed.
If the caller cannot hear you, check that your browser has allowed the microphone and that your headset is selected as the microphone.
If wrap-up will not save, read the hint beside the button. It tells you what is missing, such as a call type, notes or a ticket.
If a problem continues, tell your supervisor or administrator. They can contact GoDesk support at help@godesk.co.ke.
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