> For the complete documentation index, see [llms.txt](https://docs.hablla.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.hablla.com/hablla-docs-en/hablla/settings/extensions.md). # Extensions The feature of **Extensions** allows you to configure and manage the users who will be able to make and receive calls through Hablla’s Telephony module. Each user responsible for voice support can have an associated extension. In this way, calls can be **automatically distributed among available users** or transferred from one agent to another during a support interaction. {% hint style="warning" %} **Important:** the Extensions feature is available for operations that use the **Hablla Telephony module**. Before configuring an extension, you must have a telephony connection previously configured in your workspace. To learn more about Telephony setup and usage, see our documentation [**by clicking here**](/hablla-docs-en/hablla/settings/connections-and-integrations/phone.md). {% endhint %} ### How do Extensions work? An Extension is the unique identifier of a user enabled to make and receive phone calls in the operation. Extensions can also participate in the automatic distribution of support cases, according to the rules of the **overflow algorithm** configured for the department. The user themselves can control their availability for Telephony within the Hablla environment, so they can define when they are **available** or **unavailable** to receive and/or transfer calls. #### Main Features * **Call Transfer**: Allows calls to be transferred directly between enabled and available agents. > *Example:* If the customer asks to speak with another team member, the call can be transferred if the recipient has an active extension and available status. * **Automatic Distribution**: Extensions are integrated with the department’s overflow algorithm, receiving and distributing calls automatically according to the configured rules. * **Availability Control**: The user themselves can manage their support status in the Hablla panel, controlling the receipt and transfer of calls. ### How to configure an Extension {% stepper %} {% step %} ### 1. Access the Extension settings Inside the **Studio Hablla**, click the **gear**icon, located in the upper-right corner of the screen, to access your workspace settings. In the left-side menu, find and click the option **Extensions**.
{% endstep %} {% step %} ### 2. Add a new Extension On the **Extensions**, click the button **+ Add Extension**, located in the upper-right corner. After clicking it, a new window will be displayed so you can configure the extension information. {% endstep %} {% step %} ### 3. Configure the Extension To create the extension, fill in the information shown on the screen. #### **Description** Define a name that makes it easy to identify the extension. We recommend using a description that contains the **user’s name and the extension number**. This way, it will be easier to identify later who that extension belongs to. > Example: **`Tomaz [0133]`**. #### **Extension** Enter the number that will be used to identify that extension. We recommend using a standardized numbering scheme among the users in your operation. Extensions with **four digits** are a common convention and make organization easier, such as `1001`, `1002`, `1003` and so on. > Example: **`0133`**. We recommend using a standardized numbering scheme among the users in your operation. Extensions with **four digits** are a common convention and make organization easier, such as `1001`, `1002`, `1003` and so on. #### **Type** Define how the user will use the extension. Currently, the configuration can use the types **Web** or **Device**. * **Web:** allows the user to make and receive calls directly through the Hablla environment, using their browser. This will be the option used in our example. * **Device:** intended for scenarios in which the operation uses a physical telephony device associated with the extension. {% hint style="info" %} To perform configurations using the type **Device**, we recommend contacting our Support team for assistance during setup. **Contact our support** [**by clicking here**](https://wa.me/558000001351)**.** {% endhint %} #### **User** Select the **user who will own that extension**. It is through this association that Hablla identifies which user should use the extension to make and/or receive calls. {% endstep %} {% step %} ### 4. Add a Connection After defining the extension settings and selecting the user, you will need to associate a **Telephony Connection**. In the **Connection Settings**, click **+ Add Connection**. The fields required to define which connection will be used by the extension will be shown. **Connection** Select one of the **Telephony Connections configured in your workspace**. This connection will be responsible for allowing the extension to use the telephony structure configured in Hablla. {% hint style="warning" icon="triangle-exclamation" %} If no connection is available for selection, first check whether Telephony has already been configured correctly in your workspace. {% endhint %} **Connection Type** Define which operations the extension will be able to perform using that connection. Depending on your operation’s needs, you can configure the connection to: * **Make calls:** used for outbound calls; * **Receive calls:** used for inbound calls; * **Make and receive calls:** allows the connection to be used for both inbound and outbound calls. Choose the option according to the purpose of that extension. {% endstep %} {% step %} ### 5. Save the Extension After finishing all the settings, click the **Save** button, and that’s it! The extension will be associated with the selected user and configured.
{% endstep %} {% endstepper %} ### Availability for calls After the extension is created, the associated user will be able to control their **availability for calls** directly in the Hablla environment. #### Refresh the user environment If the user for whom the extension was configured **already had Hablla open at the time of configuration**, you will need to perform a **forced page reload** so that the call availability option is displayed. To do this, use the shortcut: **`Ctrl + Shift + R`** This command forces the browser to reload the page and update the resources used by Hablla. #### Access the availability status After refreshing the page, click the **purple button with the arrow icon**, located on the left side of the screen, to expand the area where the user’s support interactions are centralized. At the bottom of this area, the availability options for the different support types will be shown: * **Messages:** controls the user’s availability for messaging support; * **Calls:** controls the user’s availability for telephony support. In the **Calls**, the user can change their status between **Available** and **Unavailable**.
#### Available When the user is **Available for calls**, their extension will be able to receive new calls and transfers made by other agents. #### Unavailable When the user is **Unavailable for calls**, their extension will not be available to receive new calls and/or call transfers. {% hint style="warning" icon="triangle-exclamation" %} **Important:** for a call to be routed or transferred to a specific user, they must have a correctly configured extension and be in the **Available** status **Calls**. {% endhint %} ### All set! With the extension configured and the user available for calls, they will be able to participate normally in your Telephony operation in Hablla. From this configuration onward, calls can be routed to available users according to your operation’s rules, as well as allowing **call transfers between agents** when necessary. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.hablla.com/hablla-docs-en/hablla/settings/extensions.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.