Support Agent Setup Checklist

Starting as a support agent on JustCall? This checklist covers the 8 things to set up in your first day so you can handle inbound calls, manage your SMS inbox, log every interaction, and use AI to respond faster.

Your admin has set up the account, numbers, and routing. Your ops leader has configured queues, IVR menus, and compliance settings. This guide covers what you need to do on your end.

Available on: All plans. Queue callback and call monitoring features require Pro or above.

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1. Accept your invitation and set your availability

1. Check your email for the JustCall invitation from your admin.
2. Click the invitation link and create your password (or use SSO if your company has it enabled).
3. Log in at app.justcall.io.
4. Click your profile avatar in the bottom-left corner and set your status to Online.
5. Set your call receiving preference: web app, desktop app, or forward to your mobile number.
6. Allow microphone access when your browser prompts you — calls will not work without it.

Your status controls whether inbound calls ring through to you. When you go on break, switch to Offline or set an unavailability reason so calls route to other agents on your team.

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2. Understand how calls reach you

Your ops leader has configured how calls route to your team. Here is what to expect:

• Ring all: Your phone rings along with every other agent assigned to the same number. First to answer takes the call.
• Round robin or ring idle first: The system directs each call to one agent at a time, rotating evenly or picking whoever has been idle longest.
• IVR menu: Callers press a number to reach the right department. If they select your department, the call follows the routing rules for your number.

You do not need to configure any of this — just make sure your status is Online and your devices are connected.

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3. Handle queued calls

When all agents are busy, callers wait in a queue. You will see a queue badge on your dialer showing how many callers are waiting and how long they have been holding.

To take a queued call:

1. Look for the queue indicator in your navigation bar.
2. Click a waiting caller to connect directly, or finish your current call — if your ops leader has enabled Queue Autoreconnect, the system automatically connects you to the longest-waiting caller when you become available.

Queue callback: Some callers opt to receive a callback instead of holding. When this happens, the system logs a callback request and auto-dials the caller when you are free. You will see these as incoming calls labeled as callback connections.

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4. Set up your SMS inbox

SMS is a core support channel. Here is how to work it:

1. Go to SMS/MMS in the navigation bar.
2. Select the JustCall number assigned to your team.
3. You will see all conversations for that number — open, closed, and unread.

Managing conversations:

• Assign to yourself: Click a conversation and assign it to your name. This moves it to your Assigned to Me view so you can track your open threads.
• Close a conversation: When an issue is resolved, close the thread. If the customer replies again, it automatically reopens.
• Filter conversations: Use the status filters — Open, Closed, or Unread — to focus on what needs attention.
• Search: Use the search bar to find conversations by phone number or message content within the selected number's inbox.

Responding:

1. Open a conversation and type your reply in the message field.
2. Use SMS templates for common responses — click the Templates icon to select a saved reply.
3. If your team has AI Smart Replies enabled, you will see 2–3 suggested responses based on the conversation context. Review the suggestion, edit if needed, and send.

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5. Use internal notes for collaboration

When you need input from a teammate without the customer seeing it:

1. Open the SMS conversation.
2. Switch to the Internal Notes tab.
3. Type your note. Use @mentions to notify a specific teammate instantly.

Internal notes are visible only to your team — the customer never sees them. Use them to hand off context during shift changes or to loop in a specialist.

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6. Log calls with dispositions and notes

After every call, tag the outcome and add context:

1. When a call ends, a disposition prompt appears (if your ops leader has set dispositions to mandatory).
2. Select the appropriate code — e.g., "Resolved," "Escalated," "Callback Scheduled," "Transferred."
3. Add call notes describing what the customer needed and what you did.

Dispositions and notes sync to your CRM automatically. This means the next agent who talks to this customer can see the full history without asking the customer to repeat themselves.

Wrap-up time: Your ops leader may have configured a post-call buffer period. During wrap-up, no new calls ring through to you — use this time to finish your notes and CRM updates.

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7. Review your AI call insights

JustCall transcribes and analyzes every call automatically. After each call, you can access:

• Call summary — an AI-generated recap of the conversation
• Action items — follow-ups and commitments mentioned during the call
• Smart chapters — the transcript broken into navigable sections

Access these from the JustCall AI section in the navigation bar, or from any call record in your call log.

On Pro Plus and above, you also get:

• Sentiment analysis — see how the customer's tone shifted during the call
• AI call score (0–100) — automatic grading on communication quality and call etiquette

Use these tools to self-assess. If sentiment dips at a specific point in your calls, review the transcript to understand what caused it and adjust your approach.

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8. Connect your devices

JustCall works across multiple devices. Set up the ones you will use:

You can receive calls on all connected devices simultaneously. The desktop app is recommended for support agents because it delivers notifications even when your browser tab is in the background.

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Daily Workflow

Once you are set up, a typical shift looks like this:

1. Log in, set status to Online.
2. Handle inbound calls as they ring through. Tag every call with a disposition and add notes.
3. Between calls, check your SMS inbox — respond to open conversations assigned to you.
4. Use AI Smart Replies and SMS templates to respond faster to routine questions.
5. Use internal notes to hand off context or loop in teammates.
6. Before signing off, close resolved conversations, check for any overdue callbacks, and set your status to Offline.

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Related Articles

• How JustCall Works — understand numbers, users, credits, and integrations
• Agent Onboarding Checklist — general first-hour setup for all team members
• Managing SMS Conversations — detailed inbox management guide
• Ops Leader Setup Checklist — what your ops leader configured before you got here