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Sometimes the agent can’t solve it, no person is free, and no other agent can take over. That’s when Take a message is the way out. The agent asks for the details and writes them down instead of transferring. You’ll find this on the agent under Teach → Escalate, in the section where the agent takes a message when it can’t help, or nobody can take over. It works on both phone calls and chat.

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Turn it on

Turn on the Take a message contact. Then What the agent asks for appears, where you choose the fields: Keep the number low. Every extra detail is one more question.
Most people do fine with name and phone number. Only add more if you actually use it.

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Where the messages land

The messages show up in Inbox in the menu on the left, under Captured → Messages. The number next to Inbox shows how many are waiting. Open a conversation, and the details sit in the panel on the right under Captured. If a call back is needed, you can mark it done with the Mark call back as done button. Want the message by email or SMS right away? Turn on Conversation summary.

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How it sounds

User: Hi, I’d like to speak to Lars about my project. Agent: Lars isn’t free right now. I can take your message, and he’ll call you back. Can I get your name? User: Anna Berg. Agent: Thanks. And your number? User: 22 33 44 55. Agent: Perfect. What should I say it’s about? User: It’s a quote he sent. I have a couple of questions. Agent: I’ll pass that on. Lars will call back as soon as he can.

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Message or lead?

The two look similar. Here’s how to choose:
  • Take a message is when the user wants to talk to someone, and you call back.
  • Capture leads is when the user is interested in something you sell, and you follow up.
If you use both, turn both on. The agent works out which one fits. See Capture leads.

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What to check

Turn some fields off. Fewer fields make for shorter conversations.
Check that Phone number is selected. If it is, write a guideline saying the agent should always read the number back at the end. See Behaviour and style.
Check Inbox → Messages. If it’s empty, check that the contact is turned on, and that you’ve clicked Publish.

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Next steps