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About Liner

This article explains what the Liner system is and which user roles it supports. It provides an overview of how the platform works and what capabilities are available to different categories of users.

Liner

Liner is a CCaaS platform (Contact Center as a Service) designed for handling phone inquiries and managing leads. It combines telephony, automated dialing, call distribution, messaging, analytics, and order management in a single system. The platform also uses AI models to automate lead processing through a chatbot and a voice bot.

Key system capabilities

  • Handling inbound and outbound calls, including predictive dialing
  • Creating and managing leads with statuses and activity history
  • Working with orders that contain dialing settings, schedules, numbers, scripts, and telephony parameters
  • Analytics on leads, calls, conversion rates, and operator performance
  • Managing conversation scripts and quick replies
  • Configuring virtual numbers, call intervals, and the blocklist
  • Communicating with users through WhatsApp and Telegram
  • Receiving leads from landing pages and quizzes
  • Sending leads and deals to AmoCRM and Bitrix24
  • Integrating with external systems via LinerAPI
  • Automated dialing using a voice bot
  • Creating user accounts and managing access permissions

User roles in Liner

  • Agent — handles calls: receives inbound calls, makes outbound calls, works with scripts, updates lead statuses, and can chat with customers.

  • Senior Agent — an operator who also has partial moderator permissions. They can process calls and additionally manage certain settings and workflows.

  • Moderator — a user responsible for managing the system: orders, objects, scripts, quick replies, work modes, virtual numbers, and other settings. Moderators do not communicate with leads directly.

    They have access to view and edit all key components of the system and can modify the configuration of call and lead processing.

  • Administrator — has full access to all system settings, including integration management and creation of custom fields.