When to use
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Your team answers calls and wants calls in the same place where they respond to chat, WhatsApp, and email.
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You want to understand how a call appears in Cloud Chat, how to answer via softphone, and how to dial a customer.
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You want to know what happens with the recording and transcription of each call.
What it is
Cloud Chat telephony connects your AtendeSimples account to Cloud Chat. Each incoming or outgoing call becomes a conversation, with history, assignment, status, and tags like any other support.
What you gain:
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Calls in inbox: each call becomes a conversation in the voicemail.
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Built-in softphone: answer without changing windows, in a floating panel that follows you across screens or in full screen.
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Call a contact: dial directly from the conversation or contact profile.
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Conversation recording: listen again to what was said, in the conversation's own player.
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Transcription: read the call in writing, separating agent and customer.
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Call linked to support: if the customer already has an open support, link the call to it and keep the case in one place.
Important
Cloud Chat records calls and embeds the softphone, but the call itself remains handled by AtendeSimples. IVR, queues, support hours, and agent groups are configured in the AtendeSimples panel.
How to activate
Telephony is activated by our team. Talk to your account manager. You will need:
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An account on AtendeSimples, with the contracted number and agents registered with VoIP (each with their extension).
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The same email for each agent in AtendeSimples and in Cloud Chat. This is how Cloud Chat knows who answered each call.
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A panel administrator on AtendeSimples to coordinate setup with us.
Call recording and transcription are separate from telephony. Ask your account manager.
Answering calls
Open the softphone
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Click the Softphone button in the corner of the screen.
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If your voicemail is already configured with automatic login, the softphone enters your extension automatically. If not, log in with your email and your extension on AtendeSimples.
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Done: with the softphone open, calls ring there and in the browser notification.
Tips to avoid missing calls:
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Minimize the softphone instead of closing it. The call continues as long as the panel is open, even when browsing other Cloud Chat screens.
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You can drag, resize, or open the softphone in a separate window. During a call, it cannot be moved to another window to prevent dropouts.
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The Telephony page, in the side menu, opens the softphone in full screen. Leaving this page closes the softphone. To answer while browsing, use the floating panel.
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To receive calls, the softphone must be open and logged in. The AtendeSimples IVR only forwards calls to online agents.
What appears in Cloud Chat
As soon as a call arrives, it becomes a conversation in the voicemail:
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The contact is identified by the phone number. If the number isn’t a contact yet, Cloud Chat creates one.
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When you answer, the conversation is assigned to you, and a notification appears: "You answered the call," with a shortcut to Open Ticket.
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The call card shows the number, wait time, call duration, and who answered, including the extension.
Every call becomes a conversation, including unanswered ones. The status shows what happened:
| Status | Meaning |
|---|---|
| In progress | The call is ongoing |
| Ringing | The team made the call and is waiting for the customer to answer |
| Answered | Someone from the team spoke with the customer |
| Missed | No one answered |
| Abandoned in queue | The customer hung up while waiting |
| Resolved in IVR | The customer was served through IVR menu without talking to the team |
Important
A call conversation does not receive written messages. To record what was agreed, use private notes in the conversation. When the support ends, close the conversation as usual: a call does not resolve the support on its own.
Link the call to an open support
If the customer who called already has an open case (e.g., WhatsApp chat), the call conversation asks: "Is this call related to an open support with this contact?".
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Click the correct support: both conversations will be linked, each with a link to the other.
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Click "This is a different matter" if the call is unrelated.
Nothing is linked automatically because only the person who answered knows the call's subject. If linked incorrectly, click Undo.
Dialing a customer
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In the conversation or contact profile, click the phone icon (Call contact).
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Choose the voicemail and click Dial. To call a number not yet saved as a contact, use Dial number.
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The message "Calling... answer on your softphone" appears. Your softphone rings first. When you answer, AtendeSimples calls the customer.
The call appears as a new conversation in the voicemail, already assigned to you. If you initiated the call from an open conversation, this conversation will get a link to the call conversation.
To dial via Cloud Chat, you need a registered extension in the voicemail and to be logged into the softphone.
Recording and transcription
Recording
After the call ends, the recording appears on the call card as soon as AtendeSimples finishes processing the audio. This usually takes a few minutes. In the meantime, the card shows "Processing with provider".
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Listen in the conversation's player or download the audio from the Download menu.
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Unanswered calls do not have recordings.
Transcription
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On the call card, click Transcribe.
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Wait: it takes about 1 to 2 minutes for every 3 minutes of audio.
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The transcription appears just below the recording, separating what the agent and the customer said.
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Segments marked "Low confidence, check audio" are parts where voice recognition was uncertain. Listen to those parts.
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You can download the transcript as a
.txtfile from the Download menu. -
Your account may hide personal data in transcripts. When this option is enabled, names, documents, emails, and dates appear as "hidden data".
FAQs
Do I need a physical phone?
No. The softphone works in the browser with a headset with a microphone. Allow microphone access when prompted.
Do calls made on my mobile show in Cloud Chat?
No. Cloud Chat records calls passing through AtendeSimples VoIP. Calls made on personal or other devices are not included.
The call rang for another agent and not for me. Why?
The AtendeSimples IVR decides where the call rings based on configured queues and groups. Also, ensure your softphone was open and logged in: IVR only forwards to online agents.
A call didn’t turn into a conversation. What do I do?
Notify your account administrator. Usually, it’s a configuration adjustment with AtendeSimples, which our team handles.
Error appeared when clicking Dial.
Common messages:
| Message | What to do |
|---|---|
| You don’t have an extension in this voicemail | Ask the administrator to register your extension in the voicemail |
| Your dial login (email and extension) was not recognized | Your email and extension in Cloud Chat must match those in AtendeSimples. Notify the administrator |
| Recent call to this number; wait before dialing again | Wait a few moments before trying again |
| Could not confirm the call went through | Check the voicemail before calling again to avoid duplicates |
| Dialing service unavailable; try again soon | Try again shortly |
| Dialing service unavailable in your account (balance or activation) | Check your account in AtendeSimples |
| Any message requesting to notify the administrator | Notify your account administrator who will contact support |
Recording didn’t appear.
Unanswered calls do not have recordings. If the call was answered and the card shows "Unavailable," ask your administrator to contact support. After correction, use Retry on the card.
I don’t see the Transcribe button.
Transcription is a separate feature from telephony. Contact your account manager.
Can I configure IVR or hours in Cloud Chat?
No. IVR, queues, hours, welcome messages, and support groups are configured in the AtendeSimples panel.