You can use tooling within our system to look up voice calls based on the inbound phone number or SIP URL. Reach out to your CSM if you’d like to have this feature enabled.
The below guide assumes you are using the EU region of talkative. If you are not, replace eu.engage.app with us.engage.app or equivalent.
Using the Talkative UI
In your web browser, you can navigate to the following URL to open the call search page:
https://eu.engage.app/interaction-search/callsOn this page, you can fill in a phone number or SIP URL to open the most recent call associated with the number.
Using this page, your agents are able to look up phone numbers and open calls, letting them see the transcription of the call so far and allowing them to utilise Navi/suggestions.
This page is accessible from inside an iframe. This means it can be accessible to your agents from within their system.
Using a Direct URL
You can use the following URL to open a call directly, without the need for a search UI.
https://eu.engage.app/interaction-search/calls/{phone_number_or_sip_url}Replace {phone_number_or_sip_url} with the call's actual phone number or SIP URL to load the call.
This URL is accessible in your browser and can also be used inside an iframe, which allows you to utilise screen-pop inside your call centre software.