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Open, update and close FuseDesk cases from your phone line.

Connect FuseDesk and your agent can work your support queue during a call. It opens cases for new customers, adds call notes to existing cases, changes status and tags, and creates contacts. Callers get answers and follow-up without waiting for a rep. Your team sees every case update in FuseDesk as it happens.

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What your agent can do with FuseDesk

  • Open a support case in the right department during the call
  • Add a call record and status change to an existing case
  • Create contacts and link them to your CRM when a caller is new
  • Apply or remove case tags so cases route correctly
  • Bulk-update several cases after a call, such as reassigning or snoozing them

FuseDesk exposes 27 actions. You choose which ones the agent may use and whether each runs during or after the call.

Example calls

New customer reports a late delivery

  1. Caller

    Hi, my order from last week still hasn't arrived and nobody has emailed me back.

  2. Agent

    Sorry about that. Can I have your name and the email on the order?

  3. Caller

    Dana Whitfield, dana.w@brightmail.co.

  4. Agent

    Thanks, Dana. I've opened a case for you in the Shipping department with your order details. A rep will reply by email within two hours.

Existing customer adds information to a case

  1. Caller

    I'm calling about case 4821. I'd like to add that the replacement part arrived damaged.

  2. Agent

    Got it. I'm adding that to case 4821 and setting the status to Waiting on Customer.

  3. Caller

    Great. Can you also tell the team I'm available after 3 pm tomorrow?

  4. Agent

    Done. I've added a note with your availability. The team will call you tomorrow after 3 pm.

Outbound follow-up on an open case

  1. Agent

    Hello, this is calling from the support team about your case on the billing question. Is now a good time?

  2. Caller

    Yes, go ahead.

  3. Agent

    We've corrected the duplicate charge of $42.50. I've added that to your case and marked it resolved. You'll see the refund within five business days.

How to connect FuseDesk

  1. 1

    Create your agent

    Sign up to AgentCalls, pick an English or Arabic voice and write what the agent should know and do in plain language.

  2. 2

    Connect FuseDesk

    From Integrations in the dashboard, choose FuseDesk and enter the connection details from your FuseDesk account settings.

  3. 3

    Choose the actions

    In the agent editor, enable the FuseDesk actions the agent may use and set each to run during the call or afterwards. Then test it from your browser.

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All Customer support integrations

Questions, answered.

Does the agent work with FuseDesk during the call or after it?

Both. Your agent can open cases, add notes and change statuses while the caller is on the line. It can also log a call record afterwards.

What do I need to connect FuseDesk?

A FuseDesk account. Enter your FuseDesk credentials from its settings in the AgentCalls dashboard, then choose which actions your agent can use.

Which plan includes the FuseDesk integration?

Integrations are included from the Growth plan.

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Put your agent to work with FuseDesk.

Connect in minutes, test from your browser, go live on a number in the US, UK or Gulf. Free to start, no card needed.

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