Every call and text, in the same place as the rest of the ticket.
We set up JustCall for support and sales teams: routing that sends callers to the right person, SMS and WhatsApp that land in your help desk, AI agents with clear limits, and coaching your team leads will actually use.
What We Do
What We Do With JustCall
JustCall is a cloud phone and messaging platform: calling, IVR, SMS and WhatsApp, AI voice agents, dialers, and AI coaching in one place.
Getting numbers live takes an afternoon. Getting calls routed well, logged in the help desk, and measured takes planning. That's the part we do.
Help Desk Integration
JustCall connects natively to Gorgias, and it's the setup we recommend for ecommerce teams: every call you make or receive becomes a Gorgias ticket, with the recording and voicemail attached, and agents call or text from the ticket in one click. Zendesk, Freshdesk, Front, and Intercom have native integrations too. We install and configure whichever one you run, then fix the parts the default settings miss: ticket assignment, tags, and what happens to missed calls.
Setup and Configuration
Numbers in the right countries, users and teams, business hours, holiday schedules, call recording rules, and voicemail greetings. We port existing numbers, set permissions so agents see what they need, and document the setup so your admin can change it later without calling us.
IVR and Call Routing
Call menus that send order questions to support and sales questions to sales, queues with sensible wait and overflow rules, and after-hours paths that take a voicemail or a text instead of ringing forever. Every route ends somewhere a person will actually see.
SMS and WhatsApp
Two-way SMS and WhatsApp conversations that land in the help desk or the JustCall inbox, depending on how your team works. Templates for the common replies, SMS workflows for order and appointment updates, and opt-out handling done properly.
AI Voice Agent and Receptionist
JustCall's AI agents can answer after hours, handle the routine questions, and route the rest. We decide with you what the AI handles on its own, what it hands to a person, and what it never touches, then write the knowledge and test it against real call recordings before it goes live.
Audit and Optimization
Already on JustCall? We review routing, missed call rates, the help desk connection, recording and AI settings, and how calls show up in reporting. You get a prioritized list of fixes, and we can make them for you.
Training and Ongoing Support
Role-based training for agents, team leads, and admins on the JustCall dialer, the help desk sidebar, and the coaching tools. Many clients keep us on retainer for routing changes as the team grows, new JustCall feature rollouts, AI agent tuning, and monthly reviews of call and SMS volume.
Who This Is For
Ecommerce Support Teams
Most of your support happens in Gorgias or Zendesk, but customers still call and text. Without the integration, those conversations live in a separate tool and nobody sees the full history.
What that looks like:
JustCall connected to the help desk so every call and text becomes a ticket. Click-to-call from the order. Missed calls followed up by SMS. An after-hours AI agent for order status and returns questions, with a clear handoff to the team in the morning.
Sales and Support on One Phone System
One team sells, the other supports, and both need the same numbers. JustCall covers inbound support and outbound dialing in one tool, which is a common reason teams pick it.
What that looks like:
Routing that separates new business from existing customers. Help desk integration for support and HubSpot, Salesforce, or Pipedrive for sales. Dialers for follow-ups and win-back lists. Shared reporting so leadership sees both sides.
Growing Contact Centers
More agents, more queues, more hours of coverage. The phone system that worked for five people starts to drop calls and hide problems at twenty.
What that looks like:
Queues and overflow rules redesigned for current volume. AI call scoring and coaching so team leads review the right calls. Recording and compliance settings reviewed. Dashboards for answer rate, wait time, and missed calls by queue.
Inside JustCall
The JustCall Features We Configure
Each of these works out of the box. Each one also has settings that decide whether calls get answered, texts get replied to, and problems show up in reporting. We set them on purpose.
Cloud Phone System
Local, international, and toll-free numbers (JustCall reports coverage in 70+ countries), IVR, queues, call forwarding, recording, and analytics. We build the routing around how your team is organized, not around the defaults.
SMS, MMS, and WhatsApp
A shared inbox for texts and WhatsApp messages, bulk and automated SMS, and SMS workflows. We decide which conversations stay in JustCall and which flow into the help desk, so nothing is answered twice.
AI Voice Agent
Inbound and outbound AI voice agents and an AI receptionist that answer, qualify, and route calls. We scope it narrowly first, test it on real scenarios, and widen it once the handoffs work.
Coaching and Call Scoring
Transcription, call summaries, sentiment, and automatic call scoring. We set up the scorecards against your quality standards so team leads coach from the calls that matter instead of random samples.
Phone Support, Connected
The call is part of the conversation, not a separate one
A customer emails, then calls because nobody answered, then texts the same number. If the phone system and the help desk aren't connected, that's three conversations and three agents.
JustCall's help desk integrations fix most of this when they're set up carefully: who gets the ticket, how it's tagged, what happens when a call is missed, and whether texts start a new ticket or join the open one.
We set those rules so the next agent sees the whole history, whatever channel the customer used.
The Full Picture
What We Build in Every JustCall Setup
We work across JustCall and the tools it connects to. Here's what a typical engagement covers.
Phone System Foundation
- Number porting and new local, toll-free, and international numbers
- Users, teams, permissions, and business hours
- IVR call menus, queues, and overflow rules
- Voicemail, after-hours, and holiday routing
- Call recording and compliance settings
Help Desk and CRM
- Gorgias integration: a ticket for every call, recordings and voicemail attached
- Zendesk, Freshdesk, Front, and Intercom integrations
- HubSpot, Salesforce, and Pipedrive for sales teams
- Shopify order events connected through Zapier
- Missed call follow-up by SMS
AI and Automation
- AI Voice Agent and AI Receptionist scope, knowledge, and handoff rules
- SMS workflows for order, appointment, and follow-up messages
- Zapier automations for the events the native integrations don't cover
- Dialer lists for win-back, VIP, and callback campaigns
Reporting and Quality
- Answer rate, wait time, and missed calls by queue
- AI call scoring against your own quality scorecard
- Help desk tags that separate phone and SMS volume from email and chat
- Monthly reviews of call volume, staffing, and routing
Choosing a Phone System
JustCall or Aircall?
We also implement Aircall, so we don't have a reason to push one over the other. Both connect to the major help desks. The difference is usually in what else you need the phone system to do.
JustCall tends to fit when
- SMS and WhatsApp are a big part of support
- You want AI voice agents and dialers in the same tool
- Sales and support share one phone system
Aircall tends to fit when
- Inbound voice support is the main job
- You want a focused, simple tool for agents
- Your team already knows it
Our Process
How We Work
Discovery and Audit
We map your numbers, call and SMS volume, help desk, CRM, and how the team is organized. If you're already on JustCall, we review routing, integrations, and missed calls. If you're moving from another phone system, we document what has to carry over.
Strategy and Planning
Routing and IVR design, help desk and CRM integration map, SMS and WhatsApp plan, AI agent scope, porting timeline, and a cutover date that avoids your busiest days.
Implementation
We configure JustCall and the integrations, port numbers, build call menus and queues, set up SMS workflows and the AI agent, and test every route with real calls before anything changes for customers.
Training and Launch
Agents learn the dialer and the help desk sidebar. Team leads learn coaching and reporting. Admins learn routing changes. We monitor the first weeks after cutover so problems are caught in hours.
Ongoing Support
Routing changes as the team grows, AI agent tuning, new JustCall features, integration maintenance, and regular reviews of call and SMS performance.
The Stack We Connect JustCall To
Help desk, CRM, and ecommerce tools your team already uses, plus anything Zapier can reach.
Help Desk
CRM
Ecommerce
Automation
Messaging
Voice
JustCall lists 70+ native integrations.
Frequently Asked Questions
Ready to get your phones and your help desk talking?
Whether you're moving to JustCall, already on it and missing calls, or trying to connect it to Gorgias or Zendesk properly, we've done this before. Let's talk about how your customers reach you.