Call Management System in the same queue as everything else

Calls, callbacks and voicemail beside chat and tickets, with one brain behind them.

Phone is one more channel in the LiveHelpNow workspace, not a separate system. Inbound calls queue, route and transfer like chats; callback requests come in from your site and portal; outbound calls go through Zoom Phone; every call lands beside the ticket and the customer record. And Hue, the AI that learns your knowledge base, can answer the line, hand off to a person with a spoken summary, and offer a callback when nobody is free (beta).

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Everything a call needs, where your team already works.

Agents take calls from the same console as chats, texts and tickets, so a caller gets the same history, the same knowledge and the same follow-up as everyone else.

A call in the same queue as chats and tickets

Call flows that queue and route

Inbound calls on hosted numbers queue by department, play greetings and hold music, go to voicemail after hours, and transfer between agents. Agents answer in the browser (WebRTC) or on a phone.

Callbacks from your site and portal

A callback form on your website or support portal creates a request your team works from the queue, with the caller's details and the page they were on. Every callback becomes a record.

Every call becomes a ticket if you want

Convert a call into a ticket in one click, with notes, disposition and the customer record attached, so follow-up happens in the same place as email and chat.

Outbound through Zoom Phone

Place and log outbound calls through Zoom Phone from the workspace. Call logging is included on the Professional plan.

Hue on the line (beta)

Hue answers the phone from your knowledge, with a greeting per line, transfers to a person with a spoken summary of the call, detects voicemail, offers a callback when nobody answers, and can email the caller the instructions it gave.

Reports and recordings you control

Call volumes, wait and handle times, callbacks and dispositions in the same reports as chat and tickets. Recordings are deleted by a daily job, so nothing lingers longer than it should.

See the whole platform

One brain. On the phone too.

Hue is the knowledge of your company indexed once: the same answers it gives in chat and to your agents, it can give on the phone, and it knows when to hand the caller to a person.

Answers from your knowledge base, past conversations, website and documents; says it is not sure rather than guessing.
Transfers to a person with a spoken summary, so the caller never repeats the story.
Offers a callback when nobody is free and posts it to your team.
Phone answering is in beta: we set it up with you, line by line, and you decide what it may handle.

A person is always one transfer away.

How Hue works

Built for the agent on the call

The caller's past chats, tickets and orders sit beside the call. Wrap-up timers and dispositions keep records clean, canned notes speed up logging, and supervisors see the queue across calls, chats and tickets at once.

Routing you control: departments with schedules and skill levels, queue and capacity rules, shifts and holidays, the same rules that route your chats.

Caller context

History, tickets and orders beside the call.

Call summaries

Hue summarizes what was said for the next person.

Answers while you talk

Ask Hue for the procedure or the policy mid-call.

Routing rules

Departments, skills, schedules and capacity, shared with chat.

Phone that respects your records policy

The same controls as the rest of the platform apply to calls.

Recordings removed by a daily job; call records purged with the account's retention setting, from immediately to 30 days.
Audit trails for logins and record access; single sign-on and two-factor login for agents.
Caller data encrypted at rest where personal data encryption is on; secure forms for anything sensitive the caller needs to send.
Numbers hosted for you; no hardware, no PBX project.

Security questions answered

Pricing

Price on the page

Callbacks and calls are a product on your plan; call logging and Zoom Phone integration are included on Professional from $59 per seat a month. Hue on the phone is part of the Conversational AI packages, set up with you while it is in beta.

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Free playbook

Fix the operation first, then buy the tools

The Customer Service Operations Playbook: the seven steps Michael Kansky takes every support team through before they buy software, add AI or hire another agent. How to get access to the knowledge, the diagnostic, cost per resolution, handoff rules, staffing to the hour and the weekly review. Ten pages, no form to fill in.

Download the playbook (PDF)

Put the phone in the same queue as everything else

Book a demo and bring the calls your team handles most. We set it up with you; you need a process owner, not a developer.

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Frequently asked questions

Which channels does LiveHelpNow cover?

Website live chat, SMS, email and ticketing, phone (call flows, callbacks and Zoom Phone), Facebook Messenger, Instagram, WhatsApp, Google Business Messages and Slack, plus a customer support portal with a knowledge base and secure forms. Conversations from every channel land in one workspace, so the conversation, the ticket and the customer record stay together.

How does the handoff to a human work?

At any point the customer can ask for a person and the chat goes to your queue with the full conversation and a summary, so nobody repeats themselves. Hue also hands off on its own when it is unsure, when the topic is sensitive (legal, medical, financial, account security) or when only staff can act. On the phone it transfers with a spoken summary of the call.

Do I need a developer to set it up?

No. We set it up with you. Adding chat to a website is a snippet; channels, departments, routing rules and the knowledge sources Hue learns from are configured in the admin. You need someone who knows your processes, not a developer. Developers get a REST API, webhooks and a JavaScript SDK when they want them.

Can I control how long data is kept?

Yes. Automatic purge can run from immediately after an interaction to 30 days later, per account, with transcript and attachment keep flags; tickets can be purged with an audit record, and a daily job removes personal data by email or phone on request.

All questions