We've received feedback from many of our customers that placing an outbound call hasn't been an easy or intuitive process.

But we've been listening and we're excited to announce a small fix to make returning calls after a missed call much simpler.

In the past, phone tickets would always default to an internal note. To return a call, you would need to manually change the reply channel to outbound call.

Now, whenever you miss a call, the reply channel will be set to outbound call by default, making it a breeze to return calls with just one click!

One note - Phone tickets will still default to internal notes whenever a customer picks up so that you can easily take notes on a call after it ends.

This improvement is part of a larger initiative to improve outbound calling on Gorgias voice. We will be working to bring a number of improvements such as adding a dialpad in the future.