Secure payments in the Insights panel
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
Secure payments in the Insights panel enable agents to process secure payments from customers during active calls without handling sensitive card details directly. Agents can guide customers through payment entry using their telephone keypad (guided payment) or send a payment link via SMS (self-service payment).
All payment processing is handled by a third-party payment system that is added to the call temporarily or accessed via a secure link. Agents never see or enter the customer's full card details, ensuring PCI DSS compliance.
Secure payments are available during calls only. Payments cannot be processed during chats or emails.
To access Secure payments, click the Secure payments icon (payment/credit card icon) in the Insights panel navigation bar during an active call.
For information about the Insights panel, see the Insights panel in Agent Workspace.
Prerequisites
Category | Requirement |
|---|---|
Feature provisioning | Secure payments are not enabled for all accounts. Access depends on your current license level or specific account configuration. |
Agent Workspace | Agent Workspace must be enabled in your user profile. |
Payment profile configuration | An administrator must configure at least one payment profile in the Admin Portal before agents can process payments. |
Third-party payment system | Your organization must have an account with a supported third-party payment provider configured in VCC. |
SMS capability (self-service only) | Self-service payments require SMS to be configured for your account. The customer's phone number must be able to receive SMS messages. |
Limitations
Category | Limitation |
|---|---|
Media channel restriction | Secure payments are available during calls only. Payments cannot be processed during chats, emails, or other message-based interactions. |
Payment profile dependency | Agents can only use payment profiles configured by an administrator. If no payment profiles are available, agents cannot process payments. |
Guided payment during active call | Guided payments require the customer to remain on the call. The third-party payment system is added as a participant during the payment process, and the customer is placed on hold. If the call ends before payment is complete, the payment process is interrupted. |
Payment methods
Secure payments support two payment methods, determined by the payment profile selected:
Payment Method | How It Works |
|---|---|
Guided payment |
|
Self-service payment |
|
Tip
For the best experience with Secure payments, use the latest versions of Google Chrome or Microsoft Edge Chromium.
Secure payments fields
When an agent accesses Secure payments during an active call, the following information is displayed:
Field | Description |
|---|---|
Payee | The display name, phone number, or email address of the customer making the payment, or the source of the interaction. This is pre-populated based on the current interaction. |
Interaction type | The type of interaction. Currently displays "Call" as payments are available during calls only. |
Payment profile | A dropdown list of available payment profiles configured by your administrator. Each profile determines:
|
Proceed to payment button | Click this button after selecting a payment profile to begin the payment process. You will be redirected to the third-party payment system. |
Best practice
Always verify the Payee field displays the correct customer information before clicking Proceed to payment. This ensures the payment is linked to the correct customer record.
Taking a guided payment during a call
Prerequisites
You must have an active call selected in the conversation log.
At least one guided payment profile must be available in the Payment profile dropdown.
Use guided payments when the customer needs assistance or prefers to complete payment while on the call with your guidance.
In the Insights panel, click the Secure payments icon. The Secure payments section appears.
Verify that Payee and Interaction type display the correct customer information and "Call."
Select a guided payment profile that matches the payment purpose and destination account for this transaction from the Payment profile dropdown.
Click Proceed to payment. The third-party payment system is added to the call as a participant, and the customer is placed on hold.
In the payment system interface, enter the payment amount and required billing details (such as customer name and address).
Instruct the customer to enter their card details using their telephone keypad. As they enter details, you hear masked tones and see asterisks representing key presses.
When all card details are entered, click Process transaction.
The payment system processes the transaction and displays a success or failure message. The payment system participant is released, and the customer is retrieved from hold. If the customer is not automatically retrieved from hold, manually retrieve them using the hold button in Agent Workspace.
Inform the customer of the payment result and continue with your call.
Best practices
Speak clearly when providing instructions. Remind the customer that their card details are secure and you cannot see the full card number.
Common failure reasons include card declined, insufficient funds, or incorrect card details. Ask the customer if they want to try a different card or payment method.
Taking a self-service payment
Prerequisites
You must have an active call selected in the conversation log.
At least one self-service payment profile must be available in the Payment profile dropdown.
SMS must be configured for your account.
The customer's phone number must be able to receive SMS.
Use self-service payments when the customer prefers to enter payment details independently, or when the payment can be completed after the call ends.
In the Insights panel, click the Secure payments icon. The Secure payments section appears.
Verify that Payee and Interaction type display the correct customer information and "Call."
Select a self-service payment profile from the Payment profile dropdown.
Click Proceed to payment.
In the payment system interface, enter the payment amount and required billing details (such as customer name and address).
Click Send payment link. The customer receives an SMS with a secure payment page link.
Inform the customer that they can click the link to enter their card details securely. They can complete payment during or after the call.
As the customer enters details on the payment page, you see asterisks representing key presses in the Secure payments interface. The customer clicks Process transaction when ready.
The payment system processes the transaction and displays a success or failure message in your interface.
Inform the customer of the payment result and continue with your call. If the customer does not receive the SMS, verify that the phone number is correct and can receive SMS messages. You may need to use guided payment instead.