Transfers, escalation and on call
The 2am emergency goes to a voicemail nobody checks until Monday. The agent puts calls through on the business's own rules and works an on-call ladder, app alert, text, then call, until a real person accepts.
Features
What comes with the agent.
An agent that answers the phone is the start. What makes it a product is what sits around it: the ladder that finds a person at 2am, the board every enquiry lands on, the record of every call, the knowledge it answers from, and the tools the team uses beside it.
The idea
Features are not agents and not channels
An agent is what the conversation is for. A channel is where it happens. A feature is something every agent carries with it, whichever job and whichever channel.
Some features are invisible until they matter. The on-call ladder does nothing on a Tuesday afternoon and everything on a Saturday night. The call quality review reads a week of calls quietly and then proposes one change. The knowledge base is read on every call and edited once a quarter.
Others are screens the team opens every day: the leads board, the call list, the tablet by the till, the Call button beside a contact. Each has its own page below, with what it does, how it goes for the person using it, and what it works with.
Around the call
What happens before, during and after
Leads, pipeline and CRM
Enquiries arrive by phone, text, web form and lead ad, and half of them end up on a notepad. Every one lands on one board with its whole history, synced to the CRM the business already runs, with automations that follow up.
Call records and summaries
Nobody knows what was said on the phone yesterday. A text and email summary within seconds of every call, recordings and transcripts if the business wants them, and every call marked against the business's own definition of a good one.
Call quality
An agent set up in March should be better in June. Every week the platform reviews the calls that missed, proposes one change, tests it against those calls, and either asks for approval or applies a safe wording change itself. It never quotes a caller.
Knowledge base and website crawl
The agent is only as good as what it knows. Notes, uploaded documents and the business's own website, read whole and re-read on a schedule, so a price change on the site changes what every channel says.
Beside the team
Tools the staff use while the agent works
Front Counter
The phone rings at the busiest ten minutes of lunch and the order is taken on a napkin. Front Counter puts bookings and orders on a tablet by the till while the caller is still talking, with totals, order numbers, an item marked out, receipt printing and a daily close-out.
Dialler
Staff ring customers back from their own mobiles and the call is never on the record. Every number in the admin becomes a Call button; the call goes out on the business's own number and the recording and summary are filed with the agent's calls. Early access.
Sold through partners
Included, added or held back, as you package it
Some of these come with every agent and cost nothing to switch on: the summaries, the knowledge base, the leads board. Others are sold as add-ons, like the on-call roster and Front Counter. Some are early access and are sold in those words.
Sold through partners: you set the price, Talkgate runs the platform. Which features go into which package, and what the package is called, is yours to decide. The partner programme explains how a client is set up and supported, and developers covers the API and webhooks that sit under all of it.
Next step
See the dashboard behind the agent
A partner briefing shows the leads board, a call record arriving, a test emergency on the ladder, and a call quality proposal, on a live account.