Features
An agent that answers the phone is the start. What makes it a product is what sits around it: the ladder that finds a person at 2am, the board every enquiry lands on, the record of every call, the knowledge it answers from, and the tools the team uses beside it.
The idea
An agent is what the conversation is for. A channel is where it happens. A feature is something every agent carries with it, whichever job and whichever channel.
Some features are invisible until they matter. The on-call ladder does nothing on a Tuesday afternoon and everything on a Saturday night. The call quality review reads a week of calls quietly and then proposes one change. The knowledge base is read on every call and edited once a quarter.
Others are screens the team opens every day: the leads board, the call list, the tablet by the till, the Call button beside a contact. Each has its own page below, with what it does, how it goes for the person using it, and what it works with.
Around the call
The 2am emergency goes to a voicemail nobody checks until Monday. The agent puts calls through on the business's own rules and works an on-call ladder, app alert, text, then call, until a real person accepts.
More on escalationEnquiries arrive by phone, text, web form and lead ad, and half end up on a notepad. Every one lands on one board with its history, synced to the CRM the business runs.
More on leadsNobody knows what was said on the phone yesterday. A text and email summary within seconds of every call, recordings and transcripts if the business wants them.
More on call recordsAn agent set up in March should be better in June. Every week the platform reviews the calls that missed, proposes one change and tests it against those calls. It never quotes a caller.
More on call qualityThe agent is only as good as what it knows. Notes, documents and the business's own website, read whole and re-read on a schedule, so a price change on the site changes what every channel says.
More on the knowledge baseBeside the team
The phone rings in the busiest ten minutes of lunch. Front Counter puts bookings and orders on a tablet by the till while the caller is still talking, with totals, receipt printing and a daily close-out.
More on Front CounterStaff ring customers back from their own mobiles and the call is never on the record. Every number in the admin becomes a Call button on the business's own number, filed with the agent's calls.
More on the diallerSold through partners
Some of these come with every agent and cost nothing to switch on: the summaries, the knowledge base, the leads board. Others are sold as add-ons, like the on-call roster and Front Counter.
Sold through partners: you set the price, Talkgate runs the platform. Which features go into which package, and what the package is called, is yours to decide. The partner programme explains how a client is set up and supported, and developers covers the API and webhooks that sit under all of it.
Next step
A partner briefing shows the leads board, a call record arriving, a test emergency on the ladder, and a call quality proposal, on a live account.