What happens if a customer assigned to an agent calls on the IVR?

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• What happens if a customer assigned to an agent calls on the IVR?

  ⚡Quick answer: If Assigned/Sticky Agent routing is enabled and the caller’s number is mapped to an agent, MyOperator skips the standard menu and rings that agent first. If the agent can’t take the call, it follows your fallback (next agent, ...

• How do I complete MyOperator’s KYC and onboarding—online or offline—and what happens next?

  ⚡Quick answer - Choose either the self-service Online KYC (GST- or Aadhaar-based) or the Sales-assisted Offline KYC. Both flows end with the Customer Application Form (CAF) e-signature. Once KYC is approved, billing details are locked (for GST ...

• What is a Sticky Agent and what happens if a Sticky Agent turns Call Availability Off in MyOperator?

  ⚡Quick answer - Sticky Agent ensures that when a customer calls multiple times, they are connected to the same agent who handled their previous call (within a set time frame). This continuity improves customer experience, reduces repeated ...

• What happens when a conversation moves to the “Assigned” state in MyOperator?

  ⚡Quick answer- When a chat moves to the Assigned state, it is auto-assigned to the agent who intervenes in it. Only the assigned agent can reply; everyone else has read-only access unless a Manager/Admin/Owner reassigns the conversation. When should ...

• If an agent opts out of receiving a call, can they receive direct extension calls?

  ⚡Quick Answer - No. When an agent sets their Availability status to Opt Out, all inbound calls—including those dialled through the agent’s personal extension—are blocked for that agent. When to Use This Guide Use these steps if you: Need certain ...