Phone Escalation Settings let you configure VG Connect to transfer customers to a live person or another phone number when needed.
How Phone Escalations Work
Phone escalations are useful when you want VG Connect to transfer a customer to a live person based on their request. For instance, if a customer says they need to speak with someone directly, VG Connect can offer a phone number or, if they’re on a call, allow them to connect by pressing a specific number (e.g., “Press 1 to speak with a representative”).
When setting up a phone escalation, the user interface will display the number the customer should press for the transfer. You can also add a phone-specific response to clearly instruct the customer to press the appropriate number for a smooth transfer.
Defining Escalations for Transfers
You can define multiple phone escalations, with the ability to connect customers to up to 10 different phone numbers. This flexibility allows you to route calls to various departments or direct them to the appropriate representative based on their needs.
