Engagement is where xMatix meets your customers directly: phone calls handled inside the workspace, every interaction logged against the record it belongs to, and outbound messages sent over the channels your organization has configured. Because calls, notes, tasks and messages all land on the same records as your orders and invoices, the history of a relationship reads in one place — not across a phone system, a notes app and a mailbox.
One availability note up front: telephony features run only where your organization has telephony configured — voice trunks and phone numbers provisioned for your organization. Where that is not in place, the call surfaces simply do not appear; the activity layer and messaging channels work everywhere. Interested in telephony for your organization? See the product overview or request a demo.
The pieces
Calls in the browser. Where telephony is configured, agents take and place calls from an embedded softphone — no separate phone software. An incoming call is matched to the caller's contact and account before anyone answers, and every call becomes a record in the call register with its timings, agent, queue, disposition, and any recording or transcript.
Intelligence on top. Where a transcript is available, a call can be analyzed after the fact — summary, sentiment, coaching notes, suggested next actions. Supervisors get a live console with every active call, per-agent load, silent listening and barge-in.
The activity layer. Notes, tasks, calls, meetings and reminders attach to any record of any entity — the shared timeline that both humans and the telephony module write to. This is fully available today, telephony or not.
Outbound messaging. A single messaging pipeline sends email, in-app notifications, push notifications, SMS via your organization's messaging provider, and connector-backed channels — with a durable outbox, delivery receipts, flood protection and an administrator-visible message log.
What's in this section
| Page | What it covers |
|---|---|
| Using the softphone | Taking and placing calls in the workspace: availability, dialing, the incoming-call match, in-call controls, wrap-up |
| Calls, dispositions and recordings | The call register: statuses, durations, dispositions, record links, timeline activities, the recording player |
| Call insights | Post-call AI analysis where transcription is available |
| Inbound routing | Numbers and routes: sending a number's calls to a queue, a person, or an AI-agent identity |
| The supervisor console | Live calls, agent stats, listen and barge-in |
| Activities | Notes, tasks, calls and meetings on every record — statuses, reminders, recurrence |
| Messaging channels | Channel configuration, the delivery pipeline, statuses, the message log |
| Telephony configuration | Administrator reference: trunks, numbers, queues, agents, routes |
| Troubleshooting telephony | Grounded fixes for the common telephony symptoms |
Common questions
Do agents need to install anything to take calls?
No. Where your organization has telephony configured, the softphone runs in the browser inside the xMatix workspace — call audio, controls and the caller's matched record are all in the same window. Agents need a microphone and browser permission to use it; there is no desk-phone registration and no per-agent credential to manage.
Is telephony available to every organization?
Not automatically. Voice trunks and phone numbers are provisioned per organization, and the telephony pages in this section describe behavior where that provisioning is in place. If the Calls surface does not appear for your organization, telephony has not been set up — talk to your administrator or your xMatix account team, or request a demo to see it working.
How do calls relate to the activities I see on records?
When a call ends and is linked to a business record — a case, an order, any entity — the system writes one activity of type Call onto that record's timeline, carrying the direction, counterpart number, duration and disposition. The call itself remains a full record in the call register; the activity is the compact timeline entry colleagues see when they open the related record. See Activities.
Related topics
- Using the softphone
- Activities
- Messaging channels
- Telephony & Messaging — product overview