User guides
From channels to calls, learn how lynes works from top to bottom
Basics
Basics
Breakout window
Splittable windows give you control and overview of the app's functions directly on your desktop.
Share a conversation
Easily share conversations via chat or SMS in the app.
Sync local contacts to the app
Sync local contacts to the app easily via the settings.
Internal calls in busy activity status
Handle incoming calls even when you are "Super-busy" to reach colleagues.
Connect calls
Learn how to connect calls using direct or in-app notification technology.
Turn off your voicemail
Here's how to turn off your voicemail easily by adjusting the settings.
Send SMS from client
Send SMS easily from your computer or mobile with customized settings.
Change activity status
Easily change your activity status on computer or mobile and add notes.
Make a call
Easily make calls through the app to colleagues and contacts with smart call management.
VIP & Blocked numbers
Manage VIP numbers and blocked calls easily to filter incoming calls.
Personal settings
Personal settings
Email settings
Guide for setting up email accounts and customizing the app.
My account
Learn how to manage your account and personal settings easily.
Audio & Video Devices
Guide to setting up audio and video devices in personal settings.
Telephone & Conference
Set up and manage phone and conference settings easily.
Calendar integration with Microsoft Teams and Google Workspace
Integrate Microsoft Teams and Google Workspace for automated activity status.
Integrations
Integrate apps to simplify your workday with free and easy-to-use tools.
Notices
Easily adjust your notifications and settings for a better user experience.
Appearance
Customize the look of the app with themes, languages, and experimental features.
Activity status
Create and manage activity statuses for personal settings.
App settings
Manage app settings for personalization and functionality.
Meetings & Conference
Meetings & Conference
Switch to a conference call (Three-way call)
Easily switch to conference calls via computer or mobile without participant restrictions.
Create an ad-hoc meeting
Quickly create ad-hoc meetings directly in chat or channel.
Install and activate Outlook add-ins
Install and activate Outlook add-ins to easily book conferences.
Create and schedule a meeting
A guide to easily creating and scheduling video meetings and conferences.
Conference 101
A user guide for managing meetings and conferences with effective settings.
Telephone & video meetings
Connect and book conferences easily via the app, browser or phone.
Answer groups & IVR
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Answer groups & IVR
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Response groups 101
Learn the basics of response groups: roles, dashboard, agents, supervisors, and call handling.
IVR (button selection menus) 101
Create interactive voice response (IVR) menus so callers can select the correct department directly via phone keys.
Analytics Reports
Gain insights into call flows and streamline operations with the analytics service.
Analytics Explore
Analyze ring flows and response groups with Analytics. Choose metrics, adjust thresholds, and export data.
Response group settings for users with telephony system permission
Complete guide to response group settings: agents, AI, calls, callback, CI and case management.
Response group settings for a supervisor
Supervisor Guide: Manage agent groups, ring strategies, schedules, and call flows in response groups.
Agent response group settings
Agent guide: set availability, select device for calls, and manage activity status.
Callback
Let callers choose callback instead of queuing. Automatic or manual callback with SMS confirmation.
Input collector
Create an Input collector for efficient data collection via telephony systems.
Metrics 101
Explanation of all metrics in response groups: service level, wait time, talk time, bounces, and graph.
AI
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AI
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1. Enable AI Agents
Enable AI roles to purchase and use AI services effectively.
2. Create a knowledge base
Create a knowledge base to streamline AI responses with FAQs and relevant information.
3. Create an AI agent
Create and activate an AI agent to automate calls and chats.
4. AI-Telephonist
Automate incoming calls with an AI operator who connects and answers.
4. AI support agent
Activate and configure an AI support agent to efficiently handle customer cases.
4. Personal AI Telephonist
Handle incoming calls with a personal AI operator who adapts to your needs.
AI Licenses & Usage
Understand AI agent licenses and usage with detailed statistics and overview.
Conversation Intelligence 101
Discover how Conversation Intelligence automatically records, transcribes, and analyzes conversations.
Try Conversation Intelligence
Try Conversation Intelligence for free to transcribe and analyze conversations.
Contact Center
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Contact Center
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Contact Center 101
Simplify customer management with Contact Center's integrated solutions and automatic ticket generation.
Swedish
Learn how customer cases are created and managed in Contact Center.
Understanding case statuses in Contact Center
Understand case statuses in Contact Center for efficient handling of customer cases.
Contact Center settings for a supervisor
Supervisor guide: manage agents, channels, and settings in Contact Center.
Create a web chat
Create and manage web chats to automatically generate cases in Contact Center.
Connect channels to Contact Center
Connect response groups, email, and web chat to Contact Center for case management.
Create an email channel in Contact Center
Create an email channel in Contact Center to handle incoming emails efficiently.
Create an email address in Contact Center
Create and link email addresses to Contact Center for case management.
Contact Center Archives
Search and filter closed cases in Contact Center for efficient follow-up.
Organisation settings
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Organisation settings
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Permissions 101
Control user rights and roles with organizational settings.
Business account
Easily manage and edit your company's account settings and user licenses.
Users and teams
Manage users and teams easily with these step-by-step instructions.
Insights
Gain insights on how to connect and manage integrations with Insights.
Guests
Manage guest users free of charge in your communication environment.
Wallboard
Create and manage Wallboards to display user data on external screens.
Broker integration
Broker integration connects broker systems for advanced caller ID.
Chat
Chat
Create a channel
Learn how to create channels in the app for effective communication.
Create a team
Learn how to create and manage teams in the chat application.
Share files
Share files easily in the app via drag and drop or menu selection.
Share a chat message
Easily share chat messages in direct chats or channels.
What is a live chat?
Learn about live chat, how to open and schedule messages easily.
Add a person to a chat channel
Learn how to add people and guests to a chat channel.
Schedule a message
Schedule messages in the chat for efficient communication.
Avancerat för administratörer
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Avancerat för administratörer
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Enter ID
Synchronize users with Microsoft Entra ID for easier task and group management.
Zones for System SMS
Control SMS zones for different countries and users in System SMS settings.
In-app licenses
Explore our flexible switch packages and user licenses for efficient communication solutions.
Integrate an answering service
Integrate an answering service for real-time information about line and activity status.
Cost centers 101
Learn to manage cost centers for better invoicing and internal cost allocation.
Edit a colleague's personal settings
Learn how to edit a colleague's personal settings easily and efficiently.
Supersearch
Effective search function to find users, numbers and response groups in the app.
Operator-specific information
Guide to creating and managing operators for Telenor and Tre.
Survey
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Survey
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