Call Center Setup Guide

The Call Center App helps your team confirm customer orders efficiently with intelligent order distribution, focused task management, and automated rescheduling — ensuring no order is ever missed.

⚙️ Key Features

🔹 Smart Order Distribution

Automatically assign orders to team members based on workload, skills, and availability.

• Equal workload distribution

• One order at a time focus

• Automatic next order assignment

🔹 Simplified Call Process

Streamlined call flow with one-click actions and automatic call recording.

• Quick result categorization

🔹 Auto-Reschedule System

Automatically reschedule calls and notify customers via WhatsApp.

• Smart rescheduling for no-answers

• No missed order tracking

Follow the steps below to set up and configure your Call Center App for efficient order confirmation and seamless team operations.

🧰 Step 1: Configure the Call Center App Settings

1. From your eGrow dashboard, go to the Apps section.

2. Find Call Center App and click Install to add it to your account.

   

3. Once installed, click Manage to open the settings page.

   

🔧 Match Call Center Statuses

Match the 12 call center statuses with their corresponding order stages in your pipeline.

Some statuses (like Line Busy) include extra settings:

• Retry count – Number of times the order should reappear after being marked as “Line Busy.”

• Retry (hours/minutes) – Time delay between retries.

• Failure stage – Stage to move the order to if retries are exhausted.

👥 Assign the Confirmation Team

Select the confirmation team that will have access to the Call Center App from your available teams.

🔄 Choose Order Display Order

Select how orders appear in the app:

• Ascending – Oldest to newest

• Descending – Newest to oldest

🎙️ Enable Call Recording

Toggle Record Call ON to record team calls directly from eGrow.

Make sure browser microphone permissions are granted.
Agents will call from their phones but should stay near their PC for clear recordings.

🪄 Step 2: Assign Orders to the Call Center Team

To make orders appear in your Call Center app, create an automation that assigns new orders to the confirmation team.
➡️ Go to Automations → New Automation and set conditions based on your workflow (e.g., “When new order is created → Assign to Call Center team”).

🎧 Step 3: Test and Use the Call Center App

1. Navigate to Call Center under the Orders section.

   

2. The dashboard shows:

   • Team member name

   • Total calls, Pending, Confirmed, and Failed calls statistics

   • 

🪄 During Calls

• The current order appears with all customer details on the left.

  

• Use the Call button to start the call.

  

• Use the WhatsApp button to open the customer’s chat in Inbox.

• A call timer and recording player appear once the call starts (if recording is enabled).

After the call ends:

• The 12 status buttons appear for you to select the correct result (e.g., Confirmed, Line Busy, No Answer).

• You can view:

  • Product details of the current order

    

  • Note field to add a note to the current order

    

  • Call History and Order History of the same customer

    

✅ That’s it! Your Call Center App is now ready — helping your team confirm orders faster, smarter, and with zero missed opportunities.