Work Items

Work Items represent asynchronous tasks such as emails, form submissions, or service tickets. In a contact center integrated with Softphone Smart Connectors, work items are treated with the same visibility and routing intelligence as real-time interactions.

Agents can receive and manage these work items directly inside the CRM UI, track their lifecycle, and respond or escalate without switching platforms. This is essential for teams that deal with both reactive (calls) and proactive (back-office) interactions.