Integrate with Kustomer Voice
Last Update: Oct 2024 • Est. Read Time: 4 MINConnect with your customers using Kustomer Voice, a cloud-based phone system built into the Kustomer platform. In this article, we'll explore how to create a new Kustomer Voice phone number, set up voicemail, and make and receive calls.
Who can access this feature? | |
User types | Admins can set up this integration. |
In this article
- How does Kustomer Voice work?
- How much does Kustomer Voice cost?
- Install the Kustomer Voice app
- Create a new support number
- Route Kustomer Voice calls to your agents
- Set up Interactive Voice Response (IVR)
- Make and receive calls
- Transfer calls
- Track your organization's usage
How does Kustomer Voice work?
The Kustomer Voice app allows you to receive and make calls within Kustomer. Once you answer a customer's incoming call, the conversation is assigned to you. Kustomer logs call data in the customer's timeline, regardless of whether you received or made an outgoing call.
You can view how many calls your organization makes and receives and understand how quickly agents respond in the Kustomer Voice report.
How much does Kustomer Voice cost?
Organizations get 1 phone number included in all plans. Additional numbers are $2 per month per number. You only pay for what you use each month. The minute rates for both the United States and Canada are:
- Toll-free inbound* - $0.035
- Local inbound* - $0.015
- Toll-free outbound* - $0.022
- Local outbound* - $0.022
- International - $0.504 for all international calls
* This price includes call recording, call recording storage, and conference calls.
For more information on SMS and MMS pricing, see our pricing page.
Have an existing number?
You can use your existing support number with Kustomer Voice. To do so, you can:
- Set up call forwarding
- Port your number to Kustomer
If you want to set up call forwarding, follow the steps in this article to create a new support number in Kustomer and follow your current service provider's instructions.
Install the Kustomer Voice app
To use Kustomer Voice, install the app from the Kustomer App Directory. Go to Apps , search for Kustomer Voice, and then select Install.
Create a new support number
Next, create a new support number for your Kustomer organization. You can currently create a United States or Canadian number directly within Kustomer.
- Go to Apps> Kustomer Voice.
- Select Add Support Number.
- Select if you want to create a Local or Toll-free number.
- Next, select whether you are creating a United States or Canada number and then enter at least one additional detail for the number, such as a state.
- Select Search. A list of available numbers appears.
- Pick a number and select Continue.
- Next, enter a name for the new number and set whether or not you want to Start recording automatically. You can choose to record either inbound or outbound calls or both.
Note: You cannot manually start recording a call while it is in progress. However, you can change this option anytime by going to your number settings.
- Select Continue.
- If you want to set up your voicemail in this step, select the Allow callers to leave voicemails checkbox, enter the message your callers will hear, and select Continue. The following options for entering a voicemail message are available:
- Upload a recording - Only MP3 files are accepted. The maximum file size is 5MB.
- Text to Speech - Limited to 300 characters
- If you do not want to set up voicemail at this time, select No voicemail, I'll do this later.
- Review and agree to the pricing terms for your new support number and select Purchase & Complete.
Once you have a number, you can submit it to be registered or verified to send text messages.
Route Kustomer Voice calls to your agents
For agents to be able to make and receive calls using the Kustomer Voice app, you must create a team that will accept calls and turn on Kustomer Voice for a queue.
Set up Interactive Voice Response (IVR)
You can set up an IVR to gather customer information upfront and use the conversational assistant to route Kustomer Voice calls to the correct team.
Make and receive calls
Once you have set up Kustomer Voice calls to route to a team, agents currently in an Available status while on a voice team can make a call by dialing the number directly in the Kustomer Voice widget in the status bar or selecting the number while viewing a customer's details. The maximum length of a call is 4 hours.
Note: Calls will only connect if an agent has already turned on microphone permissions for their browser. If an agent accepts a call without turning these permissions on, the caller will continue to hear the hold music and won't hear the agent speaking.
By default, agents have 30 seconds to answer an incoming call. If an incoming call goes unanswered for 2 minutes, it will be sent to voicemail. Calls can be put on hold anytime by selecting Hold in the status bar.
Transfer calls
Agents can select Transfer call in the status bar to transfer a call to another agent, queue, or an external number.
When transferring a call to another agent or queue, agents can choose between a:
- Warm transfer to talk to the other agent before transferring the call. Warm transfers are not available when transferring a call to an external number.
- Cold transfer to immediately transfer the call to another agent or queue.
Transfers can be canceled at any time. If an agent doesn't accept the transfer within 30s, they will be marked as unavailable. If routing the call to a queue, the call will be routed to the next available agent.
Track your organization's usage
You can track how many minutes you've used or SMS/MMS you've sent using your Kustomer Voice number by going to Settings > Billing > Manage Subscription. Expand the Monthly Add-on section and look for the Usage section for Kustomer Voice. Here, you can view your current costs, minutes used, and SMS/MMS sent or received.