ContactHub Agent

OCTOPUS CORE PTY LTD

About this app

ContactHub Agent is the mobile workspace for customer-service agents working
with the ContactHub omnichannel contact-centre platform. It puts your full
work day — voice calls, SMS, customer history, and call history — into one
fast, focused Android app.

Designed for in-house support teams, BPOs, and field representatives who
need to take and place calls without being chained to a desk.

WHAT YOU CAN DO

• Take inbound customer calls with a system-level ringing UI. Tap Answer
and the in-call screen opens automatically — even if the app was in the
background.
• Place outbound calls from any of your tenant's assigned numbers. Pick
your caller-ID before dialling; switch between numbers with a single tap.
• Smart number normalisation. Type a national number ("0404303686") and
we'll add the country code based on your default region, so a misplaced
prefix never sends the call to the wrong country.
• Mute, hold, transfer (cold or warm), conference, record, send DTMF tones
and route audio through earpiece, speaker, or a paired Bluetooth headset.
• Canned responses. Play pre-approved scripts (terms-of-service notices,
hold messages, frequently-spoken disclaimers) directly into the call —
the customer hears it, you don't have to read it twice.
• Unified inbox of calls plus messaging conversations, sorted newest first
with pull-to-refresh.
• Customer detail view with quick-call, quick-message, recent activity
timeline, contact notes, and a 3-dot menu for share / copy / edit.
• Call diagnostics. Watch your live network status, average MOS, and tap
"Send diagnostics" to upload an annotated log bundle to your support
team in one click.
• Background-reliability onboarding. The app guides you through Android
battery exemptions so push notifications survive Doze on every OEM —
Samsung, Xiaomi, Honor, Vivo, OPPO.

WHO IT'S FOR

ContactHub Agent is a business-to-business tool. End-users are employees
of organisations using the ContactHub platform. There is no self-service
sign-up — your workspace administrator provisions your account, then you
sign in with your work email.

Accounts are scoped to the organisation that issued them. Numbers can be
pinned 1:1 to a single agent, assigned to a queue, or kept outbound-only
— routing follows whichever binding the workspace admin configured.

VOICE QUALITY AND RELIABILITY

• WebRTC media via LiveKit; low-latency audio bridged to your tenant's
carrier (Twilio elastic SIP today, more providers coming).
• Self-managed Android Telecom integration so calls survive screen-off,
app-backgrounded, and even cold start from a push.
• End-to-end voice tracing built into the app: every state transition is
attributed back to the originating task ID, so support can replay any
problem call with a single search.

SECURITY AND PRIVACY

• All API and media traffic is TLS / DTLS-SRTP encrypted in transit.
• Authentication tokens are stored in Android Keystore-backed encrypted
storage; refresh tokens never leave the device unencrypted.
• No advertising SDKs. No third-party analytics. No location collection.
See our privacy policy for the full data-safety disclosure.
• Per-tenant Postgres row-level security on the backend means your
conversations and customer records are never visible to other tenants.

REQUIREMENTS

• Android 8.0 (API 26) or later.
• An active ContactHub workspace and an agent account provisioned by your
workspace administrator.
• Microphone permission for calls; notification permission for inbound
ringing; battery-optimisation exemption recommended.

QUESTIONS

For account questions ask your workspace administrator. For platform
support: [e-mail]. Privacy questions: [e-mail].

ContactHub Agent is part of the ContactHub omnichannel platform —
voice, SMS, and email customer support, unified.