Pre-call context

Pre-call context lets you prepare your Operator with essential information before a conversation begins. Common use cases include:

• Loading customer profile information to provide a personalized greeting.
• Loading recent orders, transactions, and loads for quick access to relevant details without requesting complex identifiers from customers.

In our experience, providing pre-call context is one of the most effective ways to improve Operator performance.

When your CRM is connected, Operator automatically searches for customer profiles using the caller’s phone number. You can also add an API that Operator can use to load relevant context.