Join and transfer calls: Concierge docs

Concierge answers your calls, and your team can step in whenever a person should. You listen first with your microphone off, then join. Concierge tells the caller you're there, so they never start over. In the browser the agent is called Concierge; in the Finn app it's called Finn.

Who can join

Active teammates whose role lets them manage Concierge conversations. Others see "You don't have permission to join this call." If someone else has already joined, you'll see "A teammate is already on this call."

Join from the browser

Open the call

Go to Calls > Live Calls and click the call to open Call Details.

Listen in

Under Live call, click Listen in. You'll listen with your microphone off. If your browser blocks audio, click Enable sound.

Join the call

Click Join the call. Concierge tells the caller you've joined, then your microphone turns on. The status reads "You're on the call".

Hand it back or leave

Click Return to Concierge to give the call back with the caller still connected. Leave ends the call if you're the one serving the caller, so return it first if the caller still needs help.

When Concierge wants a person, the call shows "Concierge is asking you to join this call", with Join the call and Decline. A call bar stays at the top of the admin while you're on a call, with Open call, Leave and a Speaker picker.

Join from Finn on iPhone

Find the call

Open the Calls tab and tap Listen in on the "Finn is on a call" card. You can also tap Join the call on the Home card or Join call on the notification; both start by listening in.

Join

Your mic stays off until you join. Tap Join the call. You'll see "Finn is telling the caller…", then "You're on the call".

Use the call controls

Mute, Keypad and Audio work like a normal call. Under Finn suggests, Finn can pass you private notes; only you see these.

Hand it back

Tap Return call to Finn when you're done, so the caller stays connected.

Transfer to a teammate

Transfers are made from the Finn app (iPhone or Mac), while you're on the call.

Tap More call actions, then Transfer to a teammate.
Choose the Teammate. They need to be connected to the call, for example listening in.
Add Notes ("What should they know?") and tap Send.
You stay on until they accept. Then the call and the conversation move to them.

The same menu has Remove Finn and Add Finn, to take Finn off the call or bring it back.

What the caller hears

When you take over from the agent, it says "{Your first name} from {your store} has joined the call." The line is also saved in the conversation. A teammate-to-teammate transfer has no announcement.

After the call

Everything said on the call, by the agent and by you, is saved in the customer's conversation, so the next text or email picks up where the call left off. In Finn, the call summary lets you set a Disposition, add Notes and a Follow-up, then Save.

Troubleshooting and FAQ

"Allow microphone access" when joining

In the browser, allow the microphone for admin.chargezen.com. On iPhone, open Settings > Finn and turn on Microphone.

I can't press Join the call

You can join once you can hear the call ("You can join once you can hear the call."), and you can listen in once the call is answered. If you're on another call, leave it first.

"Concierge is no longer handling this call."

The call has ended or someone else has it. Refresh Live Calls.

"This call invitation has expired."

The invitation to join timed out. Open the call from Live Calls if it's still going.

"You joined this call in another tab or window."

Use the tab where you joined, or leave there and join again here.

Do teammates get rung on every call?

No. The agent answers. When a caller has no caller ID, teammates are offered the call; if none answer, it ends. Teammates can listen in on any live call from Live Calls or Finn.

Guides

On the product page

Learn more

Join and transfer calls