Wix Answers Help Center

Managing Calls

Navigating the Calls Tab

Your Calls tab features a real-time overview of all calls that have taken place throughout the day. Select calls from each status tab to preview or access tickets and filter your lists by language or ...

Answering a Call

Answer calls from one convenient pop-up window no matter what page you're viewing. Important:To answer a call, you must be assigned to the queue it's waiting in, with your status set to Available. Lea...

About the Call Control Panel

The Call Control panel appears at the bottom of your screen whenever you're on a call or listening to a call. Here you can perform basic actions such as placing a caller on hold or transferring your c...

Adding a Call Note to a Ticket

Document the details of every call for future reference with call notes. Use these notes to quickly understand your calls without needing to listen to call recordings. To add a call note:Go to a relev...

Transferring Your Call to a Queue

During a call, you may need help from other agents to provide your customers with the most appropriate support. If you've set up additional queues and assigned agents to them, use these queues as reso...

Adding an Agent to Your Call

When you need help from a specific agent, rather than transferring to a queue, add that agent to your call. Note:Agents must be in the Available status to be added to a call. Learn more about statuses...

Adding and Updating Your Customer's Phone Number

Wix Answers automatically saves your customer's phone number to their profile whenever a call is attempted. For each customer, you can also add, edit, or delete multiple phone numbers from any of thei...

Declining or Missing a Call

If an agent declines or doesn't answer a call in time, it waits in the queue for the next available agent.  Declining a callA pop-up window appears when a call is delivered to you. This includes calls...

Calling Back Your Customers

If your call disconnects, call your customer back from the same ticket, rather than creating a new call ticket. This keeps multiple recordings and call notes on one ticket for easier organization.To c...

Creating a New Call

Create new phone calls from the same place you manage all your support requests, your Wix Answers Ticketing System. Manually dial a customer's phone number using the dialer or conveniently search thro...

About Your Call Timeline

Determine which events occurred during a call and when by reviewing the Call Timeline in the middle section of each call ticket. Timeline EventsView events such as your call's start time, end time, an...

Transferring Your Call to an External Phone Number

Assist callers that need to speak with someone outside of your organization by transferring in-progress calls to external phone numbers. To transfer to an external phone number:Answer a call or create...

Adding an Email Address to a Call Ticket

Associate call tickets with email addresses to keep your contacts organized. You can add an email address in a call ticket if the phone number isn't already associated with a contact's email address. ...