Taking a secure payment during a call in Agent Workspace

Secure payments in the insights panel in Agent Workspace enables you to take payments from your contact during an active call. For more information about Secure payments, see Secure payments in the insights panel in Agent Workspace.

To take a secure payment during a call, perform the following steps:

1. Making sure you have an active call selected in the conversation log, go to Secure payments. For information about accessing Secure payments, see Using the insights panel in Agent Workspace. Secure payments appears.
   
   

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2. Check the values of Payee and Interaction type match your expectations.

   • Payee should be the display name, phone number, or email address of your contact you are taking a payment from, or the source of the interaction.

   • Interaction type should be the type of the interaction you intend to take a payment in relation to.

3. Select a suitable Payment profile. Your payment profile determines the payment method — '

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   Guided' or '

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   Self-service' — and settings, such as the purpose and destination.

   • In a guided payment, you will provide instructions to your contact to help them securely enter their card details using their telephone keypad. Guided payments are available during calls only.

   • In a secure payment, you will send a link to a payment page to the contact using SMS.

4. Click Proceed to payment. You are redirected to a third-party payment system.
   If you have selected a guided payment, the third-party payment system is added to the call as an additional participant and your contact is put on hold.
   
   

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5. Follow the instructions on screen which may ask you to enter the value of the payment and other details from your contact — such as their name and address. After that the process will depend on the payment method.
   
   

   • Guided payment. Help the contact to securely enter their card details using their telephone keypad. As your contact enters their details, you can hear masked tones on your phone and see asterisks in Secure payments representing key presses. When they have entered the required details, you can click to process the transaction.

   • Self-service payment. Send a link to a payment page to your contact using SMS. The contact can enter their card details in the payment page — you will see asterisks in Secure payments representing key presses — and then click to process the transaction to complete the payment.

   The third-party payment system processes the transaction and returns either a success or a failure message. In the case of a guided payment, the third-payment system participant is released from the call and your contact is is retrieved from hold.

6. Continue with your call accordingly.