Use Cases

Each use case takes one business goal from start to finish. It says who it is for, what you need before you start, and the User Manual pages to work through in order, with a sentence or two on what to do on each. It ends with how to check it works, and tips.

Use them to plan a rollout, or as a checklist when you set something up for the first time.

Use case	What you get	Mostly for
Run an inbound call center	Customers call your number, hear a menu, wait in the right queue, and reach a free agent. Supervisors watch and help live.	Managers, administrators, supervisors
Run an outbound calling campaign	A list of contacts called by your agents, with the dialer placing the calls, outcomes recorded and follow-ups scheduled.	Managers, supervisors
Text your contacts	A shared inbox where agents answer customer texts, start conversations, and send broadcasts.	Managers, agents
Follow up automatically	Customers who stop replying to an automated text conversation are nudged, only during business hours.	Managers
Turn leads into deals	Prospects kept apart from customers, worked like contacts, and converted into contacts, accounts and opportunities.	Managers, sales agents
Let the AI answer your customers	An AI agent answers your numbers' texts and calls, or reaches out to a list, and hands the customer to a person when needed.	Managers, AI content managers
Put an AI assistant on your website	A chat window on your public website, answered by an AI profile you control.	AI content managers, administrators
Build an AI knowledge assistant	An AI that answers from your own documents and data, and can stick to them.	AI content managers

Not an administrator?

Each use case lists the features and permissions it needs. Most steps need a manager's or administrator's access. If a menu in a step is missing, see Roles and permissions for a message you can send your administrator.

For a reading list by job rather than by goal, see Training paths.