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TrackAgent

Connect the conversation to the work.

Calls create work in other systems: a record to update, a time to book, a ticket to open. Here is how we think about connecting calls to phone systems, CRM, scheduling and helpdesk tools.
Talk to sales

Phone systems

Receive, place and route calls.

CRM

Find and update customer records.

Scheduling

Check availability and book time.

Helpdesk

Create and update tickets.

Integration categories · no specific vendors implied

Connected workflows

From conversation to a completed task.

The goal: the right work happens in your tools after a call, without manual follow-up.

  • Find a customer recordMatch callers to the right customer in your CRM.
  • Check a calendarSee availability and book time during the call.
  • Update a ticketCreate or update a helpdesk ticket with notes and call details.

Which connections make sense depends on the systems you already use. Tell us what you run, and we’ll discuss which tasks an agent should handle in each one.

Your tools. Real outcomes.

Make every conversation count.

Tell us what you use, and we’ll talk through which connections matter for your calls.

Tell us what you use

By category

What each connection is used for.

Typical uses for each kind of connection, and the decisions to make for your team.

  • Phone systems

    Typical use
    Answering inbound calls, placing follow-up calls to contacts who asked, and transferring calls to your team.
    You decide
    Which numbers and call types the agent handles, and where transfers go.

  • CRM

    Typical use
    Finding the caller’s record and updating it with the outcome and next step.
    You decide
    Which fields the agent may look up or change for each call type.

  • Scheduling

    Typical use
    Checking availability and booking or rescheduling appointments during the call.
    You decide
    Which calendars, services and times the agent can offer.

  • Helpdesk

    Typical use
    Creating or updating tickets with call notes and the next step.
    You decide
    Which queues and ticket types the agent may use.

Setup

Planning a connection.

  1. 01

    Tell us what you run

    List the phone, CRM, scheduling and helpdesk tools each client program uses, and we discuss what a connection to each would involve.
  2. 02

    Choose allowed actions

    For each call type, decide what the agent may look up, what it may change, and what always goes to a person.
  3. 03

    Agree on handoffs

    Decide which requests go straight to your team and where those calls are transferred.
  4. 04

    Plan the review

    Decide how calls, and the actions taken on them, will be reviewed for quality.

Built to work together

A more connected way to work.

Connected tools mean fewer manual steps after each call.

Customer calls about an order
  • Finds customer record in CRM
  • Checks calendar for next available time
  • Updates helpdesk ticket with call notes
Illustrative workflow