Inbound Call Handling in Bundle (Vonage / GMB / Kiosk)
- Start the call in Bundle
- Open a new record in Bundle.
- Source: select Vonage.
- Add any initial call notes (reason for call, caller name).
- Use the Customer Info panel (right side)
- Review the panel on the right side for existing customer details.
- Use it to quickly capture the basics: ZIP code, full address, email.
- Verify with the caller: “I have your address as [X]. Is that still correct?”
- If something doesn’t match or is missing:
- Enter the corrected info in Bundle.
- Add a short note: “Updated address/email provided by customer on this call.”
- Report to your supervisor following the normal channel (e.g., supervisor DM/queue).
- If the call came from GMB or a Kiosk (store-info requests)
- Expect a Bundle pop-up showing the related store/kiosk details.
- Read the info to the customer (address, hours, phone, directions as applicable).
- If you miss the pop-up or it isn’t available:
- Select the campaign number tied to the call.
- Open the Kiosks / GMB Stores list.
- Locate the matching store and provide the customer with the required details.
- Wrap up
- Confirm you’ve answered the question or provided the needed store/customer info.
- Ask if there’s anything else you can help with.
- Save your notes and complete the call record.
Quick tips
- Keep your notes clear and searchable (e.g., “Store info provided for [Store Name] via GMB/Kiosk; address + hours confirmed”).
- Always verify email spelling out loud.
- When reporting mismatched info, include exactly what changed (old → new).