Thank you for clarifying.

Depending on the voice platform you use and the way the settings are configured, conversations should automatically get created for inbound and outbound phone calls. Therefore, they should not need to manually create conversations to track the interaction. If you are using one of our standard voice apps from our App Directory, please contact Kustomer Support so that we can research what may be happening.

If you are not using an integrated voice platform, based on your use case, I recommend creating a note conversation, which can be assigned to an agent, to document the interaction without sending a message to the customer. Additional settings may need to be configured in your instance to not update note-only conversations to done automatically, and to allow them to be systematically routed using Queues and Routing rules.

The compose button is located under the customer’s name and avatar (or initials) at the top of the timeline, with step-by-step instructions in this help article:

My long-term recommendation is to integrate voice with Kustomer to eliminate this manual step and enable additional capabilities and automations, potentially empowering your customers to self-service for frequent, simple questions.

Can I enter tickets in Kustomer manually?