Communication Questions
Calls
Are phone calls recorded?
Yes. All calls through HumanForce are automatically recorded.
How long are recordings kept?
Check with technical support for retention policy.
What if customer goes to voicemail?
- Leave a professional voicemail
- Send a follow-up text or email
- Document your attempts
What if calls aren't connecting?
- Check microphone permission
- Refresh the page
- Try a different browser
- Check internet connection
Text Messages (RCS)
Can I text landlines?
No. RCS only works with mobile phones. Use call or email for landlines.
How do I know a message was sent?
It appears in the conversation timeline after sending.
What if I can't send a message?
- Contact might be a landline
- Phone might be deactivated
- Try email or call instead
What if email doesn't send?
- Verify customer has an email on file
- Check email format is valid
- Wait 30 seconds, then check
- Refresh and try again
Contact Preferences
How do I know if customer prefers call or text?
Check the "Preferred Contact Method" field in the task.
What if no preference is listed?
Text first (less intrusive), then call if no response.
Customer Information
Can I update customer information?
Yes. You can update name and add new contact info (phone, email).
What if the address is wrong?
Document the correct address in notes. Escalate if update is needed.
How do I add a second phone number?
Click "Add Contact" → Select type → Enter info → Save.
Can customers see my internal notes?
No. Internal notes are only visible to agents and staff.
Quick Answers
| Question | Answer |
|---|---|
| Calls recorded? | Yes |
| Text to landline? | No, mobile only |
| Notes visible to customer? | No |
| Call or text first? | Check preference, or text first |
| Update customer info? | Yes |