Secure payments in the insights panel in Agent Workspace

Secure payments in the insights panel in Agent Workspace enables agents to take payments from their contact during an active call. For information about accessing and using Secure payments, see Using the insights panel in Agent Workspace and Taking a secure payment during a call in Agent Workspace.

In Secure payments, the agent can see the following information when they have an active call selected:

Open

• Payee
  The name or address of your contact who will be making the secure payment.

• Interaction type
  The type of interaction — currently agents can take payments during only calls.

• Payment profile
  A payment profile determines the payment method — 'Guided' or 'Self-service'. After selecting the required payment profile and clicking to proceed to payment, the agent will enter the value of the payment and other details from the contact — such as their name and address. After that the process will depend on the payment method. 

  • Guided payment. After providing required details, the agent will provide instructions to help the contact to securely enter their card details using their telephone keypad. Guided payments are therefore available during only calls. When the contact has entered the required details, the agent can click to process the transaction.

  • Self-service payment. After providing required details, the agent will send a link to a payment page to the contact using SMS. The contact can enter their card details in the payment page and then click to process the transaction to complete the payment. (They can do this after the call ends.)