Quick Dials simplify the requestor call flow by offering a short list of preset options. LSC Administrators can configure them for the whole organization, then customize them per account or per user.
What are Quick Dials?
Quick Dials give requestors a short list of preset call options.
They're available to requestors calling via IVR or the mobile app.
They can be configured at the system, account, or user level.
Which Quick Dials a requestor sees depends on their Language, Service Type, and AI Policy.
Configure Quick Dials for your organization (system level)
Navigate to Configuration>Company>Quick Dials.
Select Edit to open the Edit Quick Dials dialog.
Toggle Quick Dials On.
Use the Language 1 and Language 2 dropdowns to set up a language pair. In most cases, one language should be English.
Choose a Service Type.
Under Communication Type, select the methods available for each Quick Dial:
Audio: an OPI call with a human interpreter.
Video: a VRI call with a human interpreter.
AI Interpreter: AI interpretation. To select AI interpreter, you must first clear both Audio and Video.
Select Add to add the pairing to the list. Repeat to add as many Quick Dials as you need.
Select Save Changes.
Important notes:
Quick Dials that include Video appear only in the mobile app, not the IVR menu.
Quick Dials with Service Type set to Request Service Type are supported only over the IVR, not the mobile app.
To enable AI Interpreter, clear the Audio and Video check boxes first. AI Interpreter Quick Dials can only be enabled for languages on the list in the AI Interpreter User Guide.
Customize Quick Dials for an account (account level)
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In the left sidebar, select the Accounts tab and open the account.
Click into the Calling tab and either scroll down or click Quick Dials / IVR.
Select an option:
Use system quick dials (On): the account inherits the company-wide configuration.
Off: disables Quick Dials for this account.
Custom: define a unique set for this account.
Choose Custom. (The system-level list shows by default.)
Add a new Quick Dial the same way as the system level, or customize the existing ones:
Edit or remove: select the pencil icon to change a row, or the trash icon to delete it.
Reorder: drag the handle at the left of a row. The order sets the numeric key in the IVR menu.
Select Save Changes.
Customize Quick Dials for a user (user level)
On the Info tab of the account details panel, select the user you want to customize.
On the Quick Dials tab of the user details panel, update the list.
Note: For multi-account requestors, the Quick Dials list is based on which account they're calling from.
How requestors use Quick Dials
Over the IVR: after entering their PIN, requestors are prompted to select a language from their Quick Dials list ("Press 1 for Spanish, 2 for Arabic…"). If the Service Type is set to Select Service Type, they're also prompted to choose one, based on the options available in their Service Type Policies.
In the mobile app: Quick Dials appear under the Quick Dials tab. Unavailable communication types are greyed out.
Note: AI Interpreter Quick Dials do not appear in the mobile app.
Next steps / Getting more help
For LSC admins: if a requestor isn't seeing the Quick Dials you expect, confirm their Language, Service Type, and AI Policy, then reach out to Boostlingo Support with the account name and the requestor's PIN or user. If you're unsure how to reach Support, contact your Account Manager.