The SureConnect softphone runs entirely in your browser — no app download, no desk phone, and no special hardware needed. This guide shows you how to connect and start receiving calls.
Getting started
- 1
Log in to your agent dashboard
Open your browser and log in with the email and password you set during onboarding. You will land on the agent dashboard.
- 2
Allow microphone access
When prompted by your browser, click Allow to grant microphone access. The softphone needs your microphone to handle voice calls.
- 3
Connect the softphone
The softphone widget appears in the dashboard. It will automatically connect and register with Twilio. When the status shows Available, you are ready to receive calls.
Receiving a call
- When a call is routed to you, the softphone rings and shows the caller's information (phone number, state, category).
- Click Accept to answer the call.
- You may hear a brief whisper message with caller context (campaign name, category) before the caller is connected.
- The call is now live. Speak with the caller as you normally would.
During the call
While on a call, you have access to:
- Mute — Mute your microphone.
- Hold — Place the caller on hold.
- End Call — Hang up the call.
- Intake form — Fill in caller details (name, address, policy info) during the call.
- Call script — View your assigned call script for reference.
After the call
When the call ends, you enter a wrap-up period where you log a disposition and any notes. See Log a Disposition for details.
Availability status
Your softphone shows one of these statuses:
- Available — Ready to receive calls.
- On Call — Currently handling a call.
- Wrap-Up — Post-call wrap-up period (auto-paused).
- Offline — Not connected or manually set to offline.