Phone & Voice

Set your status to Available in the phone widget to receive calls. Your status shows as Available, In call, or Unavailable.

Availability is scoped to the browser tab and survives a refresh, but a brand-new tab starts you offline — closing your tab takes you off the queue.

Incoming calls ring agents who are Available. You can see active rings and the call queue in the widget.

When you answer, the call opens next to the customer’s ticket. Redo looks up the customer by phone number, so their orders and history are right there.

Open a customer or ticket and start an outbound call from the phone widget.

Put the caller on hold and start/stop call recording.

Transfer / conference: add another agent to the call, or add an external phone number to bring in a third party. You can see all conference participants.

Recent calls are listed in the widget, and a voice transcript is generated for review.

Set a personal forwarding number so calls can ring your cell when you’re away from the desk.

Set yourself Unavailable (or close the tab) before stepping away so calls don’t ring an empty desk.

Use recordings and transcripts for coaching and QA.

Add a forwarding number if you cover calls from your phone.

Use transfer/conference to loop in a specialist instead of asking the customer to call back.

Calls become tickets in the same inbox, so statuses, snooze, tags, assignment, and Views all apply to them.

The customer lookup powers the order/return panels, so context is ready before you pick up.

Voice transcripts add to the ticket timeline alongside AI Insights for review.

Voice shares the phone line with SMS, which also lands as tickets.