Engage Your Customers by Calling Them Directly

Learn about making outgoing calls directly to your customers.

Your administrator can set up outbound calling to enable calls through the Live Experience-enabled app, over the phone, or both.

Your customers need to have the mobile app installed on their device and properly configured to receive in-app Live Experience calls. Live Experience uses the mobile phone number as entered by the customer in the app's settings. The customer needs to set up the app to allow notifications. If they don't allow notifications, the app won't notify them of incoming calls.

Phone calls are delivered to the customer over their mobile network and behave just like any telephone call. No special apps or configurations are required.

1. On the Associate Desktop, click Place a call.
2. Enter the customer's phone number in the dialog window and click Call.
   Depending on how your administrator configures outbound calling, Live Experience first attempts to contact your customers through the Live Experience-enabled app. If the call fails or can't be completed, you may be presented with an option to call the customer with a telephone call.