Both features I was genuinely very surprised that they aren’t already a thing. However, as small as they seem, our team can’t switch over to using Intercom calling until these are added unfortunately. Surely we aren’t the only ones who would use these:
Pick up calls not assigned- I noticed during my testing that when I accidentally loaded my screen while getting a call, the call just vanished. The person (my cell phone lol) was still ringing on the call but they weren’t being routed anywhere. This lead me to wonder if there is place to just pick up a call. So let’s say my teammate is out at lunch and left her computer open but we get a call and it goes to her… I guess we would just have to let it hang up on the customer because I have no way to pick it up. Plus, in my case, I am technically the only active Support Agent. Everyone else just has it incase it starts going crazy or they need to review a conversation.
Conference Calls- We talk with customers and their banks frequently to verify information but we can’t do that without the ability to add someone to a call. Or if a customer is needing help with a specific company, we can’t use Intercom to do so. We have to use a whole different number from Teams and since that number is not the listed number, it causes customers to think it’s fraud.
