Chrome Dock - Samespace Guide

Samespace Dock is a Chrome extension that enhances agents' contact center experience. It streamlines agent workflows by providing context when connecting with customers in real-time, and the freedom to work across multiple applications.

Installing Dock

To get Samespace Dock, just go to the Chrome store, search for Samespace Dock and add the extension. After you give permission, you can start using it.

Samespace Dock Extension

Making Calls

To make a call using Samespace Dock, you have a few options. The first option is to click the phone tab and manually dial the number. You can call other agents or teams by typing in their name. This is useful if you frequently work with the same group of people and want to quickly reach out to them.

The second option is to use click-to-call functionality. This feature allows you to make calls to any number displayed on a webpage without having to manually enter the number in the dial pad. To use this feature, simply hover over the number you want to call and you will get an option to copy the number or call it immediately from the Dock.

Using click-to-call can save you time and increase your productivity, as you won't need to switch back and forth between your browser and the Samespace Dock.

Making calls via Dock

Call Controls

Pause Call Recording: If enabled by your administrator, you will see a small pause button next to the call duration on the call tab. Click the pause button to pause recording. This feature is useful when you want to prevent recording of sensitive information during your call (e.g. credit card details). A visual indicator will show the call recording as paused. To resume recording, click the Resume button.

Mute and Hold: To mute a call, click the "Mute" button. While on mute, you can hear your caller but the caller cannot hear you. To place a call on hold, click the "Hold" button.

Call Transfers

Blind Transfer: Transfer the caller to a team or another agent without speaking to the new agent first. The agent you select will hear their phone ring and can accept or reject the transfer. Once the call is accepted, it will be dropped on your end.
Warm Transfer: Speak with the new agent before transferring the call. You can tell the destination agent about the caller's issue and give any background information before transferring the call (without the caller hearing). Then, all three parties can speak together.

Call Conferencing: Call conferencing lets you add guests to a call. A guest can be another agent, a customer/prospect/lead, or a manager. To add one or more guests to the call for a conference call, click the "Add icon".

Taking Notes: Agents can take notes during a call by pressing the notes icon. If the manager enabled the Tags option in team settings, agents can also choose tags. In case of Hubspot Integration, agents can see more options that are native to Hubspot.

Handling Chat Requests

Samespace provides a comprehensive omnichannel feature set that enables agents to manage customer inquiries across multiple channels, including chat, Facebook Messenger, and Twitter. Additionally, agents can add notes, apply tags to conversations, and request assistance from other users.

Screen Pop

When an agent receives an inbound call or chat request, or a Playbook call, they will see a screen with useful information about the caller. This includes the caller's name, phone number, the queue they were waiting in, and other important details. It's important to note that this feature is compatible not only with Samespace Contacts, but also with any third-party integration.

Settings

If you need to take a break, simply go to your profile and select an away reason to set yourself as away. While you're away, you won't receive any new calls or chat requests.

If you need to change or reset your password, just go to the Settings section.