Fast answers to the operational questions that repeat.
These are the first-pass answers. Edit the wording later as the workflow changes, but keep the structure: question first, direct answer second, route references third.
FAQ library
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Where do I manage access for a login?
Use Team Access for org memberships and org team roles.
What is the difference between org admins and agents?
Org admins manage their own organization and are used for teams (e.g. call centers). Agents are either under an org or independent (e.g. remote reps).
Where do users find invoices and payment history?
The history view is Billing Records. Users can jump straight to filtered views with Invoices and Past Payments. New charges and billing actions go through the Payment Portal.
What should I do if the dialer is stuck on one lead?
Check whether the operator shows READY first. If not, reconnect browser audio in Chrome or have the phone operator call the Twilio number again and wait for READY. If it still fails after that, pause the dialer, use End All Calls, and capture the time, lead name, and last visible runtime message before escalating.
How does Phone operator mode work now?
Phone operator mode no longer calls the rep on every prospect. The rep enters their phone number, clicks Start Call, then calls the displayed Twilio number inbound from that phone and waits for READY. Autodial only runs after the operator is READY, and browser audio buttons stay hidden in this mode.
Why does campaign import ask for Organization ID?
Campaign import uses the organization tied to the signed-in account. If the signed-in user is platform staff and is not already scoped to one organization, they must enter the correct Organization ID before the dialer can load campaigns.
What browser setup is required for Browser operator mode?
Use Chrome on desktop with a wired headset. Turning Bluetooth off is recommended if audio is unstable. No VPN is required. The UI can show estimated browser CPU/network capacity, but browsers do not expose live CPU usage or Bluetooth/VPN state.
What does READY mean in the dialer?
READY means the operator participant exists in the conference and stayed connected long enough to be treated as stable. If the operator is not READY, the dialer will not place new prospect calls. If a prospect answers without a READY operator, the prospect leg is ended immediately unless an approved buyer handoff is already active.
Do users need to log in to read these docs?
No. Support pages are public on purpose to help the users, and let staff send documentation links without creating another permission hurdle.