Handle a customer conversation in the IllyVoIP mobile Agent Workspace

The mobile Agent Workspace brings the current conversation and its related customer record together. Confirm the selected contact before adding a note or scheduling follow-up. A telephone-number match can produce one candidate, several candidates or no match; those results should lead to different actions.

These steps cover the Android app controls in version 1.0.46, build 272. Use your own account and the permissions assigned to it. Other platforms or releases can have different controls.

1. Open the workspace with the right access

Use your assigned account and its Contact Center or Agent Workspace entry. The information and actions available depend on your contact permissions, including whether you can view full numbers or edit comments. Do not sign in with another employee’s credentials to bypass a restricted view.

1. Open the workspace for the conversation you are handling.
2. Read the current call state separately from the customer-matching result.
3. If a single matching contact is selected, inspect the name and available identifying details before using the record.
4. If multiple candidates are offered, choose the correct one deliberately. A shared business number can belong to more than one contact.

2. Resolve an absent or ambiguous match

1. Use Find a customer to search contacts without leaving the workspace.
2. Search using information you are authorized to see and compare the returned records.
3. Select the intended customer before opening their details or writing a note.
4. If there is no matching contact, follow your team’s contact-creation process where your permissions allow it; do not attach the conversation to the closest-looking unrelated record.

If matching is temporarily unavailable, the app reports that the call is not affected. Continue handling the conversation as appropriate and retry the customer lookup when available. A matching-service error is not a reason to hang up or change the incoming number’s route.

3. Review context before adding information

The selected customer view offers an overview and activity information. Read the existing record and recent activity before repeating a question or creating a duplicate follow-up. If you open the full contact record, confirm that you are still working with the intended person when you return.

4. Save a note to the selected customer

1. Choose Add note and check the customer name shown on the note form.
2. Write the useful outcome, facts agreed and next action. Keep unnecessary sensitive details out of the note.
3. Save and wait for confirmation. The workspace refreshes the selected customer context after a successful save.
4. Read back the new note in the customer’s activity. If the response is interrupted, check whether it was saved before submitting the same note again.

If you leave an edited form, use the unsaved-changes prompt deliberately. Closing a sheet does not prove a note has been stored. A note on the wrong selected contact can create a misleading history even when the save succeeds technically.

5. Schedule follow-up when needed

1. Use Schedule follow-up for the selected customer.
2. Choose the intended date and time and enter the relevant description in the offered form. Check the customer and displayed schedule before saving.
3. Wait for completion, then verify the follow-up in the customer context or appropriate appointment view.
4. If your team uses campaign dispositions, follow the campaign’s separate wrap-up process as well. An ordinary workspace note does not automatically complete a campaign reservation.

If the workspace and conversation seem out of sync

Check the active call and selected customer independently. Refresh the workspace before writing against uncertain or stale information. For Support, include the time, app version, call reference if available and whether the issue concerned matching, reading context or saving an action. Share necessary customer references privately and remove unrelated history from screenshots.

Related guides

• Work in the agent workspace
• Schedule appointments and contact follow-ups
• Set up the IllyVoIP mobile and Windows apps

Reviewed 12 October 2026 against the current IllyVoIP controls, implementation and applicable references. Available options depend on account permissions and service state.