FuseDesk Chat

Home/Help/FuseDesk Chat

Connecting WhatsApp to FuseDesk with Twilio

In addition to SMS and two way calling, you can use your existing Twilio numbers with WhatsApp right in FuseDesk! To get started, first setup WhatsApp in Twilio. Note that this is a multi-step process and can be a little complicated. If you need a hand, we're happy to help. Once you have created your Keep Reading...

Recording / Uploading Inbound Call Prompts

When you receive an incoming call to your FuseDesk app, you can do far more than just play back text to speech for each of your prompts. You can record - or even upload! - your own audio for all the prompts like your inbound call greeting, voicemail prompt, transferring notification, and more. To get Keep Reading...

Transferring Calls to Voicemail

Beyond just transferring calls to others agents online, you can also directly transfer a caller to an unavailable rep's voicemail. To send a caller to voicemail, click the same transfer button while on a call. Below the list of online/available reps, you'll see Unavailable reps. Simply choose an unavailable rep and the call will be Keep Reading...

Call Disposition Reporting in FuseDesk

How many of your incoming calls get through to one of your team members? How often do they go to voicemail because no team members are online or available? Now you can find out in your FuseDesk Call Disposition report! You'll find your new Call Disposition report under the Call category in Reports. Incoming calls Keep Reading...

Setting Chat and Call Availability in FuseDesk

As a rep, you can set yourself to be available for chat and or calls right from the sidebar in FuseDesk. Next to your name, click the Chat icon to enable or disable chat availability. Click the Phone icon to enable or disable chat availability. When unavailable for chats or calls, you won't be notified Keep Reading...

Live Chat First Question Asked Reporting

What are you website visitors most often reaching out to your team about on Live Chat? Find out in our First Question Asked report in FuseDesk. From Reports choose First Live Question Asked from under Chat reports. This will show you all messages sent by website visitors before your team responded. You then have one-click Keep Reading...

Managing Blocked Numbers, Emails, and Visitors

FuseDesk allows you and your team to easily block specific phone numbers, emails, countries, IP addresses, and more from creating new live chats or cases in your app. When a new message, chat, SMS, or email, etc. comes, we check all of your blocks to see if there are any matches, and if so, immediately Keep Reading...

Configuring Inbound Phone Calls with Twilio in FuseDesk

Ready to receive phone calls from your prospects and customers right in FuseDesk? With inbound phone call handling for FuseDesk, you can not just make outbound phone calls from FuseDesk, but also receive them right in your FuseDesk app! To get started, you'll want to connect Twilio under Chat Settings in FuseDesk. Once you've added Keep Reading...

How do I connect FuseDesk to Twilio?

Ready to link up Twilio so you can reply to SMS chats right in FuseDesk? In FuseDesk, click into Chat Settings under Settings and then click Create New on the Twilio tile. You'll need your Account SID as well as your Auth Token both of which you can find in your Twilio Console. After you've Keep Reading...