Add-Ons

Office24by7 offers a wide range of add-on services exclusively available to users who have subscribed to our Standard or Dynamic product suites. These add-ons are designed to seamlessly integrate with your existing platform, enhancing the capabilities of your business operations without the need for additional software or complex integrations.

Available Add-Ons

Here are the different types of add-ons available in Office24by7:

Voice: Manage virtual numbers and create or upload audio files to enable outbound voice messages from your system to customers.
Email: Manage credits, assign sender email IDs, use predefined templates, send, receive, and track emails directly from your objects.
WhatsApp: Manage numbers and templates to engage customers on their preferred messaging platform with campaigns, alerts, and support.
Activities: Organize, assign, and track all activities – calls, emails, meetings, follow-ups, or any customized activity – under a unified dashboard.
Click-to-Call: Choose virtual numbers to initiate instant calls from the system using a single click, and assign them to users based on your preferences.
Cloud Telephony: Configure virtual numbers, set up agent CTI preferences, and manage audio files to communicate via cloud telephony software.
IVR: Set up virtual numbers and configure audio prompts to greet callers and manage responses to DTMF inputs using IVR software.

Voice

The Voice Add-on is designed to strengthen your business communication infrastructure by integrating voice-based functionalities into your platform. It empowers organizations to establish, manage, and scale voice communication efficiently for outbound campaigns.

Purpose

The primary purpose of the Voice Add-on is to:

Simplify Outreach: Support bulk voice broadcasts and automated calls to improve reach and engagement.
Personalize Caller Experience: Allow businesses to configure custom audio files for promotional messages.
Enable Virtual Numbers: Provide flexibility in managing calls using dedicated virtual numbers for campaigns.

Virtual Number Configuration

Step 1: Navigate to Voice Add-on

From the main menu, click ‘Add-ons’ on the left navigation panel.
In the list of available add-ons, select ‘Voice’. This opens a dedicated panel with two sections: Settings and Audio Files.

Step 2: Access Virtual Number Options

Click the ‘Settings’ tab under the Voice panel.
You will find two options:
- Activated Numbers – shows all virtual numbers already in use.
- Buy Numbers – lets you purchase new virtual numbers.

Step 3: Buy a Virtual Number

Click on ‘Buy Numbers’ to open a side panel with the prompt:
“Please contact our support +91-70971 71717”
Tap the number on your mobile screen or dial it manually to connect with our customer support team.
Our team will guide you through the virtual number purchase process.

Note: In a future update, we plan to enable direct access to integrated virtual number providers, allowing users to select and purchase virtual numbers via an online payment gateway.

Upload or Create Audio Files:

Audio files enhance your voice communications, use them for greetings, IVR prompts, campaign recordings, or customer messages.

Step 1: Open the Audio Files Tab

In the Voice panel, select ‘Audio Files’.
The table displays all your uploaded or created audio files. If none exist, the table will be empty.

Step 2: Add a New Audio File

Click the ‘Add’ button on the top right.
A side panel opens with three upload methods:
- File Upload
- Mobile Recording
- TTS (Text-to-Speech)

File Upload

Upload an existing audio file from your local system.

Enter a File Name.
Click ‘Browse File’ and select the audio file.
Click ‘Add to List’.

Mobile Recording

Record an audio message directly via a phone call.

Enter a File Name.
Enter your Mobile Number.
Select a Service Number from the dropdown.
Click ‘Add to List’.

A call will be placed from the selected service number. Once answered, a beep sound will prompt the start of recording. The recorded voice will be saved as an audio file.

TTS (Text to Speech)

Convert text into an audio file using automated speech.

Enter a File Name.
Choose between Static TTS or Dynamic TTS:
- Static TTS: Manually type the message you want converted to speech.
- Dynamic TTS: Personalize messages using data from objects and fields. You can include fields like text, digits, etc.
Choose a Language for the audio output.
Click ‘Add to List’.

Managing Audio Files:

After uploading or generating audio files, they will be listed in the Audio Files table.
You can view details such as:
- Audio length
- Created date & time
- Modified date & time
- Status (Active/Inactive)
To delete a file, click the ellipsis icon (⋮) in the ‘Actions’ column and select ‘Delete’.
Click ‘Submit’ to save any changes you make to your audio file list.

Email

The Email Add-On enables seamless email communication within your business workflows directly from within your platform. It centralizes the management of email identities, user access, and templates, ensuring both operational control and communication consistency across teams.

Purpose

The Email Add-On is built to:

Streamline Email Communication: Allow users to send and receive emails directly from within the system modules.
Ensure Account-Level Control: Enable administrators to create, assign, and manage email accounts with role-based access.
Maintain Compliance and Security: Whitelist approved email IDs and restrict unauthorized usage.
Enhance Productivity: Simplify repetitive communication tasks through reusable templates and user-specific email configurations.

Email ID Setup

Step 1: Navigate to Voice Add-on

From the main menu, click ‘Add-ons’ on the left navigation panel.
In the list of available add-ons, select ‘Email’. This opens a dedicated panel with three sections: Settings, Email ID, and Templates.

Step 2: Email Credit Purchase Plans

To purchase a new email ID and get it whitelisted for campaign use, please contact our support team at +91-70971 71717 (Extension 2).

Our team will assist you with the setup and ensure the email ID is properly whitelisted for smooth campaign delivery.

Navigate to the ‘Settings’ tab under the Email panel.
Click the ‘Setup’ button to view the available top-up options.
A table will appear displaying the list of top-up quantities along with their respective prices.
Choose your preferred top-up option and click the ‘Active’ button on the right.
You will be redirected to the payment gateway to complete the transaction and avail the selected email credits.

Assigning Email IDs to Users

This feature allows you to configure the sender and recipient email IDs, ensuring that all outbound emails are sent from the correct addresses and reach the intended recipients.

Step 1: Go to the ‘Email ID’ tab within the Email Add-On settings panel.

Step 2: Click the ‘Add’ button located at the top-right corner.

Step 3: In the side panel that opens, fill in the required fields:

From Email ID
CC / BCC (if applicable)
Reply-To Email ID

Step 4: Click ‘Submit’ to save the configuration.

Once submitted, the newly assigned email ID will appear in the table within the panel.

If you want to edit, delete, or configure user privileges on the email ID:

Step 1: Click the vertical ellipsis (⋮) icon against the preferred email ID in the ‘Actions’ column.

Step 2:

If you want to edit the email ID, select ‘Edit’ and edit further in the side panel that appears.
If you want to remove that email ID, select ‘Delete’.
If you want to assign it to any user/users, select ‘User Privileges’, and then check the checkbox against the users whom you want to assign it to.

Step 3: Click ‘Submit’.

Creating and Managing Email Templates

Email templates help standardize your communication and save time by allowing dynamic field insertion based on the object selected.

Step 1: Navigate to the ‘Templates’ tab under the Email Add-Ons panel.

Step 2: Click the ‘+Add’ button at the top-left corner.

Step 3: Enter a name for your template in the ‘Template Name’ field.

Step 4: Choose the relevant Object and associated Fields from the dropdowns to generate dynamic content.

Step 5: The selected field will appear in the ‘Template Content’ editor in the format ##field_name##.

You can enter custom content before and after this placeholder to personalize the template.

Step 5: Click ‘Submit’ to save the template.

Once saved, your dynamic email template will be available for use across relevant modules.

The WhatsApp Add-On in Office24by7 enables businesses to integrate WhatsApp as a seamless communication channel for customer engagement, support, and marketing. With this add-on, you can manage official WhatsApp numbers, send templated messages, and ensure real-time interactions from within your platform.

Purpose

The WhatsApp Add-On is designed to:

Establish WhatsApp as a reliable communication medium for your teams.
Streamline message delivery through verified business numbers.
Support context-driven messaging with reusable templates.
Provide tracking and accountability with user-wise assignment.

Setting Up a WhatsApp Number

Follow the steps below to purchase and configure your WhatsApp Business number through the Office24by7 platform:

Step 1: Access the WhatsApp Add-On

From the left-hand navigation panel, click on ‘Add-ons’.
In the list of available add-ons, select ‘WhatsApp’.
The WhatsApp panel will open with three sections: Settings, WhatsApp Number, and Templates.

Step 2: Initiate Number Setup

Navigate to the ‘Settings’ tab within the WhatsApp panel.
Click the ‘Setup’ button to view available top-up options and begin the configuration process.

Step 3: Authenticate with Meta

You’ll be redirected to the Meta (Facebook) login page.
Log in with your Facebook account, or create a new one if you don’t already have one.
Follow the on-screen instructions to complete the WhatsApp Business number purchase.

Need Help?

If you encounter any issues during setup, feel free to contact our support team at +91-70971 71717. We’ll guide you through the process step-by-step.

View WhatsApp Numbers

To manage your registered WhatsApp Business numbers, open the ‘WhatsApp Number’ panel from the ‘WhatsApp Add-on’ section.

You will see a table listing all the WhatsApp Business numbers you’ve activated through Meta. For each number, the following details will be displayed:

Business Name: Displays your business name as registered with Meta during the WhatsApp Business account setup.
Business Phone Number: The phone number you’ve purchased for executing WhatsApp marketing campaigns.
Verification Status: Indicates whether Meta has verified your business details, such as GST number, website URL, TAN, etc. Status will appear as either “Verified” or “Not Verified.”
Activated Date: The date on which your WhatsApp Business number was successfully activated by Meta.
Connection Status: Reflects whether the WhatsApp account is properly linked and recognized by Meta under your registered business name. It will show “Connected” or “Not Connected.”

This panel helps you monitor the status of each WhatsApp number and ensure they’re properly linked and verified for communication.

Create WhatsApp Templates

Step 1: Go to the ‘Templates’ tab under the WhatsApp Add-ons panel.

Step 2: Click the ‘Add’ button (top-right) to open the ‘Add Templates’ side panel.

Step 3: Enter a name in the ‘Template Name’ field → Select a Business Number from the dropdown → Choose the Language for the template.

Step 4: (Optional) Add a Header. Choose between:

Text: Type the header and click ‘+Add Variable’ to insert variables.
Media: Upload an image (JPG/PNG/SVG, max 10 MB), video (MP4, max 10 MB), or document (PDF, max 10 MB).

Step 6: Enter your main message in the Body field.

Use text formatting (bold, italics, strikethrough).
Add variables using the ‘+Add Variable’ button.

Step 7: (Optional) Add a Footer in the selected language.

Step 8: (Optional) Add Buttons. Choose from:

Call to Action:
- Visit Website: Enter button name → Choose URL type (Static/Dynamic) → Add URL
- Call Number: Enter button name → Select country → Add phone number
Quick Reply: Enter button name → Click ‘+’ to add up to 3 buttons
List: Add list name → Button name → Click ‘+’ for more list items

Note: Button text is limited to 20 characters.

Step 9: Preview the template for both Android and iOS.

Step 10: Click ‘Save as Template’.

Click ‘Reset’ to clear the form and start over.

View or Manage WhatsApp Templates

Every WhatsApp template must be verified and approved by Meta before you can use it in campaigns. Typical approval time is between a few minutes to 24 hours.

View Templates
All your created templates are listed under the ‘Templates’ tab in the WhatsApp Add-ons panel.
Check Approval Status
In the ‘Verification Status’ column, you can see whether a template is:
- Pending: Waiting for Meta approval
- Approved: Ready to use
Preview a Template
- Header, Body, Footer
- Business number used
- Buttons
- Message preview for Android and iOS
Manage User Access
- Click the vertical ellipsis (⋮) under the ‘Actions’ column next to the desired template.
- Select ‘Preview’ to view the complete template structure:
- Click the vertical ellipsis (⋮) again and choose the option to manage user access.
- In the side panel, check the boxes next to the users you want to grant access to the template.
- Click Submit to save your changes.

Activities

The Activities add-on helps you define and track various types of business actions or tasks, such as follow-ups, site visits, demo calls, or meetings, so your team can log, filter, and manage them more efficiently.

Create a New Activity Type

Follow these steps to create a custom activity type:

Step 1: Go to the ‘Add-ons’ panel → Click the ‘Activities’ add-on
Step 2: Click the ‘+ Add’ button in the top right corner
Step 3: Enter a name in the ‘Activity Type’ field (e.g., Site Visit, Demo Call)
Step 4: Add a short description in the ‘Description’ field
Step 5: Select an icon from the provided icon set to visually represent the activity
Step 6: Click ‘Submit’

Your newly created activity will now appear in the activities table within the panel.

Edit or Delete Activity Types

To manage existing activity types:

Step 1: Go to the ‘Add-ons’ panel → Click the ‘Activities’ tab
Step 2: The Settings panel will open, displaying all existing activity types in a table
Step 3: Click the vertical ellipsis (⋮) in the ‘Actions’ column next to the activity you want to manage
Step 4: Select ‘Edit’ to modify or reconfigure the activity type

Step 5: Select ‘Delete’ to permanently remove the activity from the list

Your edit or delete action will be executed based on your selection.

Click-to-Call

Purpose:

The Click-to-Call add-on enables users to initiate outbound calls directly from within the platform with just one click, saving time, reducing manual dialing errors, and increasing agent productivity. It’s ideal for telecalling, follow-ups, or quick communication with leads, contacts, or support requests.

Buy a Virtual Number for Click-to-Call

Step 1: Click the ‘Click-to-Call’ add-on from the ‘Add-ons’ menu. The settings panel will open with three tabs:

Settings
Click-to-Call
CTC Number Assignment

Step 2: In the ‘Settings’ panel, click the ‘Buy Numbers’ button (top-right corner). Follow the on-screen instructions to complete your purchase using the integrated payment gateway.

Step 3: To view all your activated numbers, click the ‘Activated Numbers’ button. You’ll see a table listing all the purchased and active numbers. You can:

Use the ‘Filter’ button to apply search conditions
Use the ‘Download’ button to export the number list and related data

CTC Number Assignment

To assign a Click-to-Call virtual number to a user:

Step 1: Go to the ‘CTC Number Assignment’ tab in the ‘Click-to-Call’ add-on.

Step 2: Choose the type of number routing:

Select ‘Mobile’ if you want the call to connect directly to the user’s mobile phone.
Select ‘Extension’ if you want the call to connect via the user’s assigned internal extension number.

Step 3: Select the user from the ‘User’ dropdown.

Step 4: Choose the relevant field from the ‘Field Name’ dropdown (e.g., Phone, Alternate Contact, Work Number).

Step 5: Select the specific number to assign from the ‘Field Value’ dropdown.

Step 6: Click ‘Submit’.

The selected Click-to-Call number has now been successfully assigned to the user.

Cloud Telephony

Cloud Telephony add-on lets you buy virtual numbers for integrated telephony features. You can also set up agent CTIs, assign them to users, and create audio files, enabling businesses to handle inbound and outbound calls efficiently, manage agents, and deliver a consistent customer experience.

Buy a Virtual Number for Cloud Telephony

Step 1: Click the ‘Cloud Telephony’ add-on from the ‘Add-ons’ menu. The settings panel will open with four tabs:

Settings
Agent CTI
CTI Number Assignment
Audio Files

Step 2: In the ‘Settings’ panel, click the ‘Buy Numbers’ button (top-right corner). Follow the on-screen instructions to complete your purchase using the integrated payment gateway.

Step 3: To view all your activated numbers, click the ‘Activated Numbers’ button. You’ll see a table listing all the purchased and active numbers. You can:

Use the ‘Filter’ button to apply search conditions
Use the ‘Download’ button to export the number list and related data

Agent CTI Settings

Agent CTI (Computer Telephony Integration) settings allow businesses to configure how agents handle calls, breaks, privacy, transfers, and post-call workflows. This ensures standardized call-handling processes, improved efficiency, and better monitoring within your cloud telephony system.

Step 1: Open the ‘Cloud Telephony’ add-on from the Add-ons menu.

Step 2: Click the ‘Agent CTI’ tab in the panel.

Step 3: Click the ‘Add’ button in the top-right corner.

Step 4: Enter a name for the Agent CTI profile.

Step 5: Select the service number from the ‘Select Service Number’ dropdown.

Step 6: Configure the following Agent CTI settings:

Break Settings

Purpose: Define structured break options for agents to manage availability during work hours.

Default options: Lunch, Tea Break, Snacks
Actions: Enable/disable, rename, delete, or add new custom breaks.
Set Break Duration (in minutes).
Option to enable Force Logout to automatically log agents out after the break duration ends.
Click ‘+Add’ to create additional customized break types if required.

Call Transfer Settings

Purpose: Control how agents can transfer live calls to other destinations for quick issue resolution.
Options (Enable/Disable):

Transfer to Extension: Route calls to another agent’s extension.
Transfer to IVRS: Redirect calls to an Interactive Voice Response menu.
Transfer to Group: Send calls to a predefined agent group.
Join Conference: Allow agents to merge a caller into an existing conference.

Privacy and Call Settings

Purpose: Maintain data privacy during live calls.
Options (Enable/Disable):

Number Masking: Hide the customer’s phone number from the agent’s screen.
Email Masking: Hide customer email details for privacy compliance.

Wrap-Up Settings

Purpose: Standardize post-call processing by defining the time agents have to complete notes or select dispositions.

Enable/Disable Auto Wrap-Up/Close.
If enabled, select the Wrap-Up Period (in seconds) after which the system automatically moves to the next call.

Auto Pop-Up Settings

Purpose: Automatically display the relevant record on the agent’s screen when an incoming or outgoing call is connected.

Enable/Disable Auto Pop-Up
If enabled, choose the object (e.g., Leads, Contacts, Tickets) for which the pop-up should appear.

Barging / Snooping / Whispering

Purpose: Monitor live calls for quality control and agent assistance.

Barging: Allows supervisors to join an ongoing agent-customer call and participate.
Snooping: Enables supervisors to listen to live calls silently without notifying the agent or customer.
Whispering: Let’s supervisors talk to the agent during a live call without the customer hearing.

Step 7: Click ‘Submit’ to save settings.

Post-Configuration Actions

The newly created Agent CTI profile appears in the table under the ‘Agent CTI’ tab.
To edit: Click the vertical ellipsis (⋮) icon in the ‘Actions’ column → Select ‘Edit’ → Update settings → Click ‘Submit’.
To manage user privileges: Click vertical ellipsis (⋮) → Select ‘User Privileges’ → Check the boxes for the users you want to grant access → Click ‘Submit’.

CTI Number Assignment

CTI Number Assignment links a configured Agent CTI to a specific user, ensuring that incoming and outgoing calls are routed correctly. Without assigning a CTI number, the configured settings will not take effect for any user.

Step 1: Open the ‘Cloud Telephony’ add-on from the ‘Add-ons’ menu.
Step 2: In the panel, go to the ‘CTI Number Assignment’ tab and click the ‘Add’ button.
Step 3:

Select ‘Mobile’ to map the CTI to a user’s direct mobile number.
Select ‘Extension’ to map the CTI to an internal extension within your telephony system.

Step 4: Choose the user from the ‘User’ dropdown.
Step 5: From the ‘Select Field Name’ dropdown, pick the appropriate field (e.g., Phone, Contact Number).
Step 6: Select the specific number from the ‘Field Value’ dropdown.
Step 7: Click ‘Submit’.

Managing CTI Assignments

Once assigned, the CTI will appear in the table within the ‘CTI Number Assignment’ panel. To modify or remove an assignment:

Click the vertical ellipsis (⋮) in the ‘Actions’ column.
Choose ‘Edit’ to reconfigure the mapping or ‘Delete’ to remove the assignment.

Audio Files

Audio files are used to personalize and automate voice interactions in your cloud telephony setup. They enable you to store greetings, IVR prompts, hold music, and other pre-recorded messages that can be used across campaigns, inbound calls, and outbound voice services.

Step 1: Navigate to the ‘Audio Files’ tab in the ‘Cloud Telephony’ add-ons menu.
Step 2: Click the ‘Add’ button located at the top-right corner.
Step 3: In the side panel, choose from three available options:

File Upload: Upload pre-recorded audio from your local system.
Mobile Recording: Record audio directly over a phone call.
TTS (Text-to-Speech): Generate audio files by converting typed text into speech.

Audio Upload Methods

File Upload

Upload an existing audio file from your local system.

Enter a File Name.
Click ‘Browse File’ and select the audio file.
Click ‘Add to List’.

Mobile Recording

Record an audio message directly via a phone call.

Enter a File Name.
Enter your Mobile Number.
Select a Service Number from the dropdown.
Click ‘Add to List’.

A call will be placed from the selected service number. Once answered, a beep sound will prompt the start of recording. The recorded voice will be saved as an audio file.

Text to Speech (TTS)

Convert text into an audio file using automated speech.

Enter a File Name.
Choose between Static TTS or Dynamic TTS:
- Static TTS: Manually type the message you want converted to speech.
- Dynamic TTS: Personalize messages using data from objects and fields. You can include fields like text, digits, etc.
Click ‘Add to List’.

After uploading or generating audio files, they will be listed in the Audio Files table.
You can view details such as:

Audio length
Created date & time
Modified date & time
Status (Active/Inactive)
To delete a file, click the ellipsis icon (⋮) in the ‘Actions’ column and select ‘Delete’.
Click ‘Submit’ to save any changes you make to your audio file list.

IVR

The IVR add-on allows businesses to buy virtual numbers required to set up automated call flows that greet customers and route calls intelligently, improving efficiency and enhancing the customer experience.

Virtual Number Configuration

Step 1: From the main menu, click ‘Add-ons’ on the left navigation panel. In the list of available add-ons, select ‘IVR’. This opens a dedicated panel with two sections: Settings and Audio Files.

Step 2: Click the ‘Settings’ tab under the IVR panel. You will find two options:

Activated Numbers: shows all virtual numbers currently assigned to your IVR system.
Buy Numbers: lets you purchase new virtual numbers.

Step 3: Click on ‘Buy Numbers’ to open a side panel with the prompt:

“Please contact our support at +91-70971 71717.”

Tap the number on your mobile screen or dial it manually to connect with our customer support team. Our team will guide you through the virtual number purchase process.

Note: In a future update, direct integration with virtual number providers will allow users to select and purchase virtual numbers online through a secure payment gateway.

Upload or Create IVR Audio Files

Audio files in the IVR add-on are essential for:

Greeting callers
Providing menu options
Delivering hold messages or campaign recordings

Step 1: In the IVR panel, select ‘Audio Files’. The table displays all your uploaded or generated audio files. If none exist, the table will be empty.

Step 2: Click the ‘Add’ button on the top right. A side panel opens with three methods:

File Upload
Mobile Recording
TTS (Text-to-Speech)

Audio Upload Methods

File Upload

Upload an existing audio file from your local system.

Enter a File Name.
Click ‘Browse File’ and select the audio file.
Click ‘Add to List’.

Mobile Recording

Record an audio prompt directly over a phone call.

Enter a File Name.
Enter your Mobile Number.
Select a Service Number from the dropdown.
Click ‘Add to List’.

A call will be placed from the selected service number to your mobile number. Once answered, you’ll hear a beep indicating the start of recording. The recorded message will be saved as an audio file.

TTS (Text to Speech)

Generate audio files by converting text into speech.

Enter a File Name.
Choose between Static TTS or Dynamic TTS:
- Static TTS: Manually type the message you want converted to speech.
- Dynamic TTS: Personalize messages using data from objects and fields. You can include fields like text, digits, etc.
Choose a Language for the audio output.
Click ‘Add to List’.