Call log, texts and live chat

Call log

Call Log (under Operations) records inbound, outbound, missed and voicemail calls. With a Yeastar phone system connected, calls arrive automatically; you can always log a call by hand.

• The counters show inbound calls today, missed calls and the miss rate, the average handle time and voicemails.
• The table lists the time, the number with the matched customer, direction, duration, outcome and the staff member.
• Log call records a call by hand. Click a row for the detail, or use the row menu to edit, duplicate or delete it. Export downloads the log.

Calls are matched to customers by phone number, so they also appear on the customer's Call Log tab. With Yeastar connected, the call and text buttons on a customer profile dial out through your phone system. A call can be turned into a support ticket with the caller's details filled in.

Set up the connection under Settings & Secrets › Telephony & Live Chat. See SMS, phone, shipping, AI and more.

Text messages

Settings & Secrets › Text Messages (SMS) connects Twilio, Telnyx or your Yeastar system for texts. Texts are used for repair status messages, campaigns and review requests. Customers who reply STOP are added to an opt-out list that every send respects.

Live chat

The chat widget appears on your website, the client portal and the admin console.

1. The visitor picks a department, such as Sales or Repairs.
2. With an AI provider connected, an assistant can answer common questions straight away.
3. When an agent is marked Available, the visitor can reach a person.
4. When nobody is available, the visitor leaves a message with their details.

Visitors can send images, video and files. Uploads are rate-limited.

The agent console

Live Chat in the admin sidebar is the inbox: departments and search on the left, the conversation in the middle and the visitor's details on the right.

• The Available / Away switch decides whether visitors are offered a live agent.
• Reply, insert a canned reply, attach files, or start from an AI-suggested reply you edit before sending.
• Assign a chat to a teammate, close or reopen it, turn it into a support ticket, or email the transcript to the customer.

Departments, the assistant, canned replies and where the widget appears are set from the gear on the Live Chat screen. If you use Yeastar's own chat, enter its site ID and PBX address and the app loads Yeastar's widget instead of the built-in one.