Functions
Requests, call transfers, complaints and more: what your agent can do during a call.
- Abandoned Calls: Spot Missed Opportunities and Win Them BackSomeone who hangs up after 10 seconds still wanted something. How Callana detects abandoned calls – and how to turn them into callbacks.
- Assign functions: decide what your agent can doSix functions, one checkbox each: decide per agent what it should handle – from requests and call transfers to address book transfers.
- Define custom requests: turn calls into structured emailsChoose which requests your agent captures, what details it asks for, and who gets them by email or SMS – including a confirmation text to the caller.
- Record Complaints: Capture Feedback Instead of Losing ItCapture complaints in a structured way, not on the fly: the agent documents and categorizes them – and the dashboard shows how many there were.
- Route Requests to the Right People: Conditional Recipients“If the caller mentions Mareike Maier, the email goes to Mareike”: how to route requests to people and branches based on conditions.
- Transfer calls to the right person with schedules and alertsSet up multiple transfer destinations with plain-language rules, time windows and notifications – your agent automatically puts callers through to the right person.