User guides

From channels to calls, learn how lynes works from top to bottom

Basics

Breakout window

Splittable windows give you control and overview of the app's functions directly on your desktop.

Transcription 101

Enable transcription of voice messages for easy management and searching.

Make a call

Easily make calls through the app to colleagues and contacts with smart call management.

Sync local contacts to the app

Sync local contacts to the app easily via the settings.

Share a conversation

Easily share conversations via chat or SMS in the app.

Change activity status

Easily change your activity status on computer or mobile and add notes.

Internal calls in busy activity status

Handle incoming calls even when you are "Super-busy" to reach colleagues.

Turn off your voicemail

Here's how to turn off your voicemail easily by adjusting the settings.

Send SMS from client

Send SMS easily from your computer or mobile with customized settings.

Connect calls

Learn how to connect calls using direct or in-app notification technology.

Personal settings

My account

Learn how to manage your account and personal settings easily.

Calendar settings

Settings to customize your calendar in the app.

Contact settings

Step-by-step guide to setting up contact settings in the app.

Email settings

Guide for setting up email accounts and customizing the app.

App settings

Manage app settings for personalization and functionality.

Audio & Video Devices

Guide to setting up audio and video devices in personal settings.

Notices

Easily adjust your notifications and settings for a better user experience.

Activity status

Create and manage activity statuses for personal settings.

Appearance

Customize the look of the app with themes, languages, and experimental features.

Telephone & Conference

Set up and manage phone and conference settings easily.

Meetings & Conference

Install and activate Outlook add-ins

Install and activate Outlook add-ins to easily book conferences.

Switch to a conference call (Three-way call)

Easily switch to conference calls via computer or mobile without participant restrictions.

Telephone & video meetings

Connect and book conferences easily via the app, browser or phone.

Conference 101

A user guide for managing meetings and conferences with effective settings.

Create an ad-hoc meeting

Quickly create ad-hoc meetings directly in chat or channel.

Create and schedule a meeting

A guide to easily creating and scheduling video meetings and conferences.

Answer groups & IVR

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Response groups 101

Learn the basics of response groups: roles, dashboard, agents, supervisors, and call handling.

IVR (button selection menus) 101

Create interactive voice response (IVR) menus so callers can select the correct department directly via phone keys.

Analytics Explore

Analyze ring flows and response groups with Analytics. Choose metrics, adjust thresholds, and export data.

Analytics Reports

Gain insights into call flows and streamline operations with the analytics service.

Response group settings for users with telephony system permission

Complete guide to response group settings: agents, AI, calls, callback, CI and case management.

Response group settings for a supervisor

Supervisor Guide: Manage agent groups, ring strategies, schedules, and call flows in response groups.

Agent response group settings

Agent guide: set availability, select device for calls, and manage activity status.

Callback

Let callers choose callback instead of queuing. Automatic or manual callback with SMS confirmation.

Metrics 101

Explanation of all metrics in response groups: service level, wait time, talk time, bounces, and graph.

To-do function in response groups

Manage and follow up on missed calls, voicemails, and callbacks in the To Do list.

AI

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1. Enable AI Agents

Enable AI roles to purchase and use AI services effectively.

2. Create a knowledge base

Create a knowledge base to streamline AI responses with FAQs and relevant information.

3. Create an AI agent

Create and activate an AI agent to automate calls and chats.

4. AI-Telephonist

Automate incoming calls with an AI operator who connects and answers.

4. AI support agent

Activate and configure an AI support agent to efficiently handle customer cases.

4. Personal AI Telephonist

Handle incoming calls with a personal AI operator who adapts to your needs.

AI Licenses & Usage

Understand AI agent licenses and usage with detailed statistics and overview.

Conversation Intelligence 101

Discover how Conversation Intelligence automatically records, transcribes, and analyzes conversations.

Contact Center

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Contact Center 101

Simplify customer management with Contact Center's integrated solutions and automatic ticket generation.

Swedish

Learn how customer cases are created and managed in Contact Center.

Case management in Contact Center

Manage all cases from phone, email and chat. Filter, assign, monitor and collaborate easily.

Understanding case statuses in Contact Center

Understand case statuses in Contact Center for efficient handling of customer cases.

Contact Center settings for a supervisor

Supervisor guide: manage agents, channels, and settings in Contact Center.

Create a web widget

Create and configure web widgets with chat, callback, and email for your website.

Create a web chat

Create and manage web chats to automatically generate cases in Contact Center.

Connect channels to Contact Center

Connect response groups, email, and web chat to Contact Center for case management.

Create an email address in Contact Center

Create and link email addresses to Contact Center for case management.

Create an email channel in Contact Center

Create an email channel in Contact Center to handle incoming emails efficiently.

Call log

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Call log 101

A guide to using the call log and its features in switch packages.

Archive calls in the call log

Archive single or multiple calls. Archived calls are never deleted, they are just hidden from search.

Full search & playback permissions

Give users full search and playback permissions in call logs.

The statistics overview in the call log

Gain insights into call logs with the statistics dashboard and agent results.

Search and filter the call log

Search the call log by date, type, response group, and user. Requires Unlimited or Light+Analytics.

Share call log and call recordings

Guide to sharing call logs and recordings with colleagues via chat or SMS.

Call details

Function to show the entire call path in the call log.

Organisation settings

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Insights

Gain insights on how to connect and manage integrations with Insights.

Telephony system

Guide to managing telephony systems and response groups effectively.

Users and teams

Manage users and teams easily with these step-by-step instructions.

Business account

Easily manage and edit your company's account settings and user licenses.

Shared contacts

Guide to creating and sharing contact groups in your organization.

Permissions 101

Control user rights and roles with organizational settings.

Guests

Manage guest users free of charge in your communication environment.

Wallboard

Create and manage Wallboards to display user data on external screens.

Broker integration

Broker integration connects broker systems for advanced caller ID.

Chat

Create a team

Learn how to create and manage teams in the chat application.

Create a channel

Learn how to create channels in the app for effective communication.

Emoji settings

Customize your emoji settings for quick reactions and skin tone in chat.

Share files

Share files easily in the app via drag and drop or menu selection.

Schedule a message

Schedule messages in the chat for efficient communication.

Share a chat message

Easily share chat messages in direct chats or channels.

What is a live chat?

Learn about live chat, how to open and schedule messages easily.

Add a person to a chat channel

Learn how to add people and guests to a chat channel.

Avancerat för administratörer

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Delete a user

Delete users and all data permanently, with options for immediate or scheduled deletion.

Enter ID

Synchronize users with Microsoft Entra ID for easier task and group management.

Zones for System SMS

Control SMS zones for different countries and users in System SMS settings.

MSI package

MSI installation packages for users and administrators with different installation options.

In-app licenses

Explore our flexible switch packages and user licenses for efficient communication solutions.

Integrate an answering service

Integrate an answering service for real-time information about line and activity status.

Cost centers 101

Learn to manage cost centers for better invoicing and internal cost allocation.

Edit a colleague's personal settings

Learn how to edit a colleague's personal settings easily and efficiently.