Gleap phone calls stay connected to the customer’s ticket. Your workspace needs a configured phone line, and your role needs the relevant calling permissions.
Your line’s Routing & handoff settings decide which team rings. Settings → Phone → Who answers right now helps an administrator check who is available.
When a call rings, use the incoming-call controls to answer or decline it. Allow microphone access when prompted. Check your availability and team membership if calls are not reaching you.
The first eligible teammate to answer takes the call and its ticket.
Open the customer or their ticket and choose Call customer where available. Check the phone number and choose the line under Call from if more than one is available.
Outbound and external calls can depend on your plan, permitted destinations and remaining minutes. Review what the call dialog shows before starting.
During the call, choose Transfer.
Search for a teammate, team or allowed external phone number.
Choose Transfer now to pass the caller on directly, or Talk first to speak to the recipient before completing the handover.
Follow the call controls to finish the handover or return to the customer.
External numbers need a country code. They are available only when the workspace has the required plan and forwarded minutes.
The line’s settings decide whether the team portion is transcribed or recorded. If recording is enabled, callers are informed. Follow the call controls and your organisation’s process if a caller objects.
Review the ticket after the call and leave the next action clearly assigned. A callback ticket still needs someone to make the callback.
Use Reports → Calls for historical outcomes and minutes, and Reports → Live calls for calls happening now, when your role allows it.
