Squaretalk Platform
How to Create or Edit an Inbound Route
How to Create or Edit an Inbound Route An Inbound Route controls what happens when a customer calls one of your business phone numbers. It defines the customer’s call journey, whether the call goes to a queue, IVR menu, specific agent, or follows ...
Phone Numbers Page Overview
Phone Numbers Page Overview The Phone Numbers page is where you can find and manage all your business phone numbers in the Squaretalk Platform. From here, you can see which numbers are configured, how calls are routed, and which numbers are used for ...
How to Schedule a Report
How to Schedule a Report Squaretalk allows you to schedule reports so they’re generated and delivered automatically, no manual exporting needed. This guide explains how to schedule a report step by step. You can schedule any type of reports in the ...
Messaging Report
Messaging Report The Messaging Report in the Squaretalk Platform helps you review and analyze all messaging activity across your organization. It is designed for managers and admins who want visibility into: chat performance and workload user ...
Queues Report
Queues Report The Queues Report in the Squaretalk Platform helps you track call activity and performance for each queue in your system. It is designed for supervisors and admins who want to monitor: queue call volume answered vs missed calls agent ...
Phone Numbers Report
Phone Numbers Report The Phone Numbers Report in the Squaretalk Platform helps you track and analyze all call activity per phone number. This report is useful for supervisors, admins, and operations teams who want to monitor: call volume per number ...
Users Report
Users Report The Users Report in Squaretalk helps managers and admins review agent activity in one place. It allows you to track: all calls made or received by each user status usage (Available, Break, Offline, etc.) chat history and messaging ...
Calls Report
Calls Report The Calls Report in the Squaretalk Platform gives you a full overview of all call activity in your system. It helps supervisors and admins track: inbound and outbound calls answered vs missed calls call duration and performance agent ...
What Is a CSW and Why Is It Important in WhatsApp?
What Is a CSW and Why Is It Important in WhatsApp? CSW stands for Customer Service Window. It is a Meta 24-hour time window rule during which the users can reply to a customer on WhatsApp using normal, free-form messages. During the CSW, the ...
Inbound vs Outbound WhatsApp Rules
Inbound vs Outbound WhatsApp Rules WhatsApp messaging is regulated by Meta rules. This means you cannot always message a customer freely. It all depends on who started the conversation and whether the WhatsApp session is still active. This guide ...
How to Start an Outbound WhatsApp Conversation in the Squaretalk Platform
How to Start an Outbound WhatsApp Conversation In the Squaretalk Platform, you can start an outbound WhatsApp conversation with a client directly from the My Messaging tab. Because WhatsApp is regulated by Meta rules, outbound conversations usually ...
My Messaging Tab Overview
My Messaging Tab Overview The My Messaging tab in the Squaretalk Platform lets users manage all customer chats in one place. It is designed for agents and supervisors(managers & admins) who handle WhatsApp and messaging conversations and need a clear ...
How to Edit a Contact and View Previous Communications
How to Edit a Contact and View Previous Communications The Contacts tab in the Squaretalk Platform allows you to keep customer information updated and review previous interactions. This is useful when you need to: update a phone number, email, or any ...
How to Create a Contact (Manual & Bulk Upload)
How to Create a Contact (Manual & Bulk Upload) To expand your contacts list, the Squaretalk Platform allows you to create contacts manually or upload a full list in bulk. This is useful for building your customer database and enabling quick ...
Contacts Tab: Overview and Key Features
Contacts Tab: Overview and Key Features The Contacts tab in Squaretalk helps you store and manage customer and internal contact details in one place. What Can You Do in the Contacts Tab? From the Contacts tab, you can: Search for contacts by name or ...
Manage the Chats in the Messaging Monitor Page (Assign, Transfer, Close, Block)
Manage the Chats in the Messaging Monitor Page (Assign, Transfer, Close, Block) The Squaretalk Platform’s Messaging lets you manage customer conversations in one place. From a single window in the Messaging Monitor, you can assign chats to agents, ...
How to Change an Agent’s Status (Manager/Admin Guide)
How to Change an Agent’s Status (Manager/Admin Guide) As a Manager or Admin, you can monitor your agents’ availability and help manage live operations by updating an agent’s status when needed. This is useful when: an agent forgot to switch back to ...
Where to Find Spy, Whisper, and Barge in the Squaretalk Platform
Where to Find Spy, Whisper, and Barge in the Squaretalk Platform The Squaretalk Platform allows you, by default, to monitor live calls using Spy, Whisper, and Barge options. These tools help you support agents in real time without interrupting the ...
How to Create and Customize a Monitor View
How to Create and Customize a Monitor View Squaretalk lets you personalize your Monitor tab so you can track exactly what matters: agents, queues, or messaging performance. Instead of using the default view, you can build your own monitor layout with ...
How to Use the Webphone Efficiently
How to Use the Webphone Efficiently? The Webphone is a browser-based phone built directly into the Squaretalk Platform. If you are using a WEB Extension, it lets you make, receive, and manage calls without leaving the platform — and it stays flexible ...
How to Make and Receive Voice Calls in Squaretalk
How to Make and Receive Voice Calls in Squaretalk Squaretalk makes calling simple. Whether you’re dialing a new number, calling a saved contact, or answering an incoming call — everything happens in one place. This article shows you how to: Initiate ...
Your Agent View in Squaretalk
Your Agent View in Squaretalk Your Agent View is where your workday happens. From here, you manage your availability, handle calls and chats, and keep track of everything you’ve worked on without switching tools. This guide shows you how to: Change ...
Starter Toolkit: Your Top Bar Essentials in Squaretalk
Starter Toolkit: Your Top Bar Essentials in Squaretalk Before you start making calls, handling chats, or managing your team, it’s worth getting familiar with your Top Bar. It’s always visible and gives you quick access to the tools you’ll use every ...
Adding Prefixes
In order to add Prefixes to your numbers, please follow the steps below: Prefixes add a custom number/s that must be dialed before dialing a specific number and can be used for additional functionality. Example: You can use this to split calls for ...
Configuring Random Routes
This article will guide you how to configure your Random Route. Configuring Random Routes gives you the ability of using a set of numbers in a random sequence when making outbound calls. This is beneficial to reduce the over-use of one singular ...
Configuring Phone Numbers
To configure your new numbers/DID's please follow the steps below: Phone Numbers Navigate to Settings, Voice then click on Phone Numbers: From here you will be able to see your currently assigned numbers, as well as numbers which are not configured ...
Voicemail Setup (Ext & Queues)
1. To set up a voicemail and enable it for an extension, fist navigate to the Settings and then Extension under the Users & Permissions section: 2. Click on any of the extensions you would like to setup a voicemail for: 3. Navigate to the Voice Mail ...
How to add a New User
Make sure you have an extension to assign users to. 1. To create a new user navigate to Settings and the Users under the Users & Permissions section: 2. Next click on "+ New User" 3. From the new window that will appear, fill in the details as you ...