Managing Agent Connection Preferences in CallHub – CallHub Customer Support

As a campaign manager, you can decide how your agents connect to campaigns. The right connection mode ensures smooth calling, depending on the agent’s internet strength, device, and mobility.

This article explains:

The available connection options in CallHub.
How to change an agent’s connection preference.
How to allow agents to toggle between connection modes themselves.

Mode	How it works	Best for	Key considerations
Browser + App	Agents join campaigns directly from a Chrome browser on laptop/desktop with headphones.	Agents with strong internet and a computer.	Call quality depends on internet stability and browser performance.
Dial-out + App	Agent clicks Join Campaign → CallHub calls their phone number → they are connected through the phone while using CallHub for call activity tracking.	Agents with unstable internet but good phone connectivity.	Agent must answer their phone; call data is still logged in CallHub.
Dial-in + App	Agent manually dials a phone number and enters the campaign code shown on screen.	Agents with minimal internet or using phone as backup.	May involve slight delays; agents must enter the correct code.

Changing an Agent’s Connection Preference (by Manager)

Log in to your CallHub account.
Go to the Agents section.
Select the agent whose connection mode you want to change.
Choose one of the options: Browser + App, Dial-out + App, or Dial-in + App.

⚠️ Important: If the agent is already logged in, they must refresh their browser page to see and use the new connection mode.

Allowing Agents to Change Their Own Connection Preference

If you’d like agents to switch modes themselves, you can enable this in your settings.

As a campaign manager, navigate to Settings > Call Center.
Toggle Allow Agents to change connection preference.
Once enabled, agents will see the option in their console.

For agents:

Go to Settings in the agent console.
Use the Connection Preference dropdown to select your mode (Browser, Dial-out, or Dial-in).
Save your selection.

Changing an Agent’s Connection Preference (by Manager)

Allowing Agents to Change Their Own Connection Preference

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