Feature Guides – Detailed Guides for ConnectNow Features

📄️ User Engagement History

Learn how to view and analyze call and chat history in ConnectNow, including filters, conversation details, and AI-generated summaries.

Learn how callback requests are created, managed, and tracked in ConnectNow to ensure no customer enquiries are missed.

Learn how to manage agent availability and configure working hours to control when staff receive calls and chats in ConnectNow.

Learn how AI-to-human escalation works in ConnectNow, including escalation triggers, routing logic, and fallback handling.

Understand how calls and chats are distributed to staff in ConnectNow, including ring duration, round-robin logic, and callback handling.

Learn how departments work in ConnectNow to route customer calls and chats efficiently across teams.

Learn how to manage users and team members in ConnectNow, including roles, departments, re-adding users, and account lifecycle rules.

Learn how to monitor AI assistant performance, staff activity, engagement trends, and lead distribution using ConnectNow analytics.

What is a SIP call?