Built-in Call Center integration

What it does

The Organization Call Center turns ElasticFunnels itself into your call-center platform. Events from any merchant or page (abandons, sales, failed payments, subscription failed/cancel/winback) automatically queue against an internal Call Center you create in the Call Center module.

Agents log into EF, see the queue, dial leads through Twilio Voice, take MOTO orders directly into the active checkout, mark dispositions, and move on. TCPA quiet hours, DNC scrub, recording, and PCI redaction in call notes are built in.

What you get

• Abandon, sale, failed payment, subscription failed, subscription cancel, and subscription winback events all routable to in-house queues
• Configurable default action per event: outbound call or callback
• Per-event delay (so a customer who self-resolves never gets called)
• Per-event decline-code filter (whitelist or blacklist)
• Auto-cancellation when a successful sale lands inside the delay window
• Idempotent queue items keyed by conversion code (no double-dialing)
• Twilio Voice telephony, click-to-dial, recording, transcription, and disposition tracking
• MOTO order entry with PCI-redacted call notes
• TCPA quiet hours per timezone and DNC list scrub

Setup

1. In ElasticFunnels, create a Call Center under Call Center → Settings (assign agents, hours, queues, telephony).
2. Connect Twilio Voice as the telephony backend (Account SID, API Key, API Secret, phone numbers).
3. Go to Settings → Integrations → Call Centers → Built-in Call Center. Pick the Call Center to route to.
4. Configure default action (outbound call or callback) and per-event delays + decline filters.
5. Pick merchant filter mode (all, whitelist, blacklist).
6. Save. New events will queue automatically; agents work them in the Call Center dashboard.