Goodcall 3 allows you to organize your directory by departments (Sales, Support, etc.), making it easier for customers to be routed to the right team quickly. This guide walks you through setting up departments in your directory and customizing actions when a caller requests a specific department.
Steps to Set Up Departments in Your Directory
1. Access the Directory
Log in to your Goodcall 3 dashboard.
From the dashboard, select Directory.
2. Add a New Department
Click on Add Department
Enter the name of the department (e.g., Sales, Support).
Enter the email of the department (e.g. [email protected])
Enter the department phone number for direct routing options.
3. Customize Department Actions
For each department, you can define specific actions:
Give a Quick Answer: Your agent will automatically provide a predefined answer to your callers
Call Transfer: Automatically transfer the caller to the department’s designated phone number.
Text Response: Set up an automatic SMS response with department-specific information.
Voicemail/Message Capture: Enable voicemail so customers can leave messages for that department if unavailable.
4. Test and Optimize
After setting up your departments, use your agent number to make test calls. This helps ensure the routing and responses are functioning as expected.
Review the call logs in your performance dashboard to see how the new department structure is working and make adjustments as necessary.
Best Practices for Using Departments
Consistent Naming: Use clear and consistent department names (e.g., "Support" instead of "Helpdesk") to avoid confusion for both agents and callers.
Set Up Key Departments First: Start with core departments like Sales, Support, and Billing to quickly streamline your call flow.
Monitor and Adjust: Use the performance dashboard to track how frequently each department is called, and fine-tune actions or contact methods as needed.
Want More Help?
For a full walkthrough on setting up departments, watch our [video tutorial here] or contact our support team for assistance.