The Missed Calls section in the right panel of the CRM provides a quick overview of all missed WhatsApp calls — ensuring no customer inquiry is overlooked.
1. Overview
The Missed Calls panel provides real-time visibility of all missed WhatsApp calls received via the Helpdesk.
The count badge on the panel represents the number of customers who currently have missed calls pending action.
This helps teams ensure no missed inquiry is left unattended.
2. Functionality
For all missed calls, an upfront notifier appears indicating that missed calls exist.
When clicked, it displays a list of all missed call tickets.
Each missed call ticket can be opened directly from this list for follow-up.
3. Role-Based Access
Admin View:
The admin can see all missed calls across all agents and teams.Agent View:
The agent can see only:Missed calls assigned to them, or
All missed calls, if their role permissions allow it.
4. Ticket Behaivior
A missed call ticket automatically moves out of the Missed Calls section when any agent action is taken on it.
Agent actions include:
Replying to the customer chat
Assigning a label
Setting or changing priority
Any other manual update on the ticket
Once an agent performs any of these actions, the missed call ticket will no longer appear in the Missed Calls panel.
5. Key Benefits
Helps agents and admins instantly identify and follow up on missed customer calls.
Prevents loss of customer communication by maintaining a visible missed call tracker.
Ensures timely callback and resolution.
Keeps the CRM view clean and updated by auto-removing actioned tickets.
FAQs
1: What does the missed call count represent?
The count represents the number of customers who have one or more missed WhatsApp calls.
2: Who can view missed calls in the CRM?
Admins can view all missed calls. Agents can see only those assigned to them or all team calls, depending on role permissions.
3: When does a missed call ticket disappear from the panel?
A ticket automatically moves out of the Missed Calls section when any agent action is performed—such as replying, labeling, or setting priority.
4: Can I open the ticket directly from the Missed Calls section?
Yes. Clicking on a missed call entry will take you directly to the respective ticket in the Helpdesk.
5: Will the missed call count update automatically?
Yes. The count adjusts in real time as tickets move in or out of the Missed Calls section.
For further assistance or to raise feature requests related to Missed calls, please contact [email protected].