Request Summary:
We request the ability to initiate a call to a different phone number directly from within an existing Conversation, rather than being limited to the number associated with the Lead.
Business Rationale:
In many instances, Leads request that we return their call at a number different from the one listed on their account. The current system does not support calling an alternate number from within an existing Conversation, which requires users to create a new Conversation, initiate the call, and then manually merge it back into the original thread. This process is inefficient and prone to error.
Impact on Performance:
The current workaround of creating and merging separate Conversations to accommodate alternate callback numbers introduces unnecessary steps, increases time spent per interaction, and disrupts workflow continuity. This negatively impacts team efficiency and user experience.
Proposed Implementation:
We envision this feature being implemented as an additional option within the existing call dropdown menu. Specifically, users would select “Enter New Number,” allowing them to input a one-time phone number to call, without affecting the Lead’s primary contact information or creating a new Conversation thread.
Expected Benefits:
- Streamlined workflow and reduced manual steps
- Improved agent efficiency and response time
- Enhanced user experience by maintaining context within a single Conversation