VIP managers need player calling and a way to revisit conversations. Telephony supplies calls, recordings and statistics; player status and personal manager information remain in your CRM and team processes.
The manager's number
A DID is assigned to the customer for outbound and inbound calls. The manager calls through the telephone system, and players can contact the assigned number. Your PBX handles incoming calls according to its rules.
When a personal manager is absent, the team determines who answers. Linking players to employees belongs to CRM and call-handling logic. Proton provides API access and documentation for integration.
Recordings and live help
Recordings recover agreements and support disputed-enquiry reviews. Proton recordings are available in the dashboard for playback and download, with retrieval through the API. The team determines access.
Whisper coaching lets a supervisor prompt an agent without the player hearing. It supports complex enquiries and training. The manager continues the conversation and remains responsible for handling the request.
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