Agent FAQ
Quick answers to the questions agents ask most on the call-center screen. If your question isn’t here, or the answer doesn’t match what you’re seeing, it belongs in its own article. Flag it to your program so the guidance can catch up.
What if the caller hangs up before the tip is confirmed?
Section titled “What if the caller hangs up before the tip is confirmed?”Nothing is saved until you click Confirm & log tip in the read-back window. If the call drops before that, the tip doesn’t exist: there’s nothing left to finish or delete. You’d need the caller to call back and start over. Whether your program wants a different practice here, such as logging a partial tip anyway, is a call for your program to make: this screen doesn’t support that either way right now.
Can I correct a tip after it’s confirmed?
Section titled “Can I correct a tip after it’s confirmed?”There’s no undo on this screen once a tip is logged. What counts as a correction, and how to make one, is set by your program. Ask your supervisor or program admin what the correction process is on your deployment.
What if the caller doesn’t want a reward but changes their mind later?
Section titled “What if the caller doesn’t want a reward but changes their mind later?”They can go to /dialog at any time with their retrieval code and set a passphrase themselves. That’s also what’s needed to collect a reward later. You don’t need to reopen the call for this.
What if I pick the wrong category by accident, before I click “Review & read back”?
Section titled “What if I pick the wrong category by accident, before I click “Review & read back”?”Just click a different category chip. Nothing is final until you confirm and log the tip.
Does the caller ever see a case number?
Section titled “Does the caller ever see a case number?”No. The case number shown to you in the hand-off window — sometimes called the investigator reference — is for your program’s records only. The only thing you read to the caller is the retrieval code.
What am I not allowed to keep, anywhere?
Section titled “What am I not allowed to keep, anywhere?”Never write down or keep, anywhere, including in your own notes: the caller’s retrieval code; any fragment of the caller’s identity, including in a local notepad; any personal mapping between a caller and a case number; or any off-system copy of a tip’s content. These are rules for how you work, not something the software enforces on your behalf.
Related
Section titled “Related”If a caller’s situation doesn’t match any of these answers, follow your program’s call-handling policy.