Part 1: How we use lynes

This is part 1 of 2 in a series about how we at Lynes Technologies use lynes.

Working at a company that develops an app — especially one you use all day, every day, and for so many different things — is a real privilege.

To celebrate this privilege, I thought I’d share how we, the people behind lynes, use it in our daily work.

My hope? That you’ll learn something new and maybe even get inspired!

Let’s dive into how we maximize our use of lynes.

How We Use lynes

I’ve chosen the features I personally use and appreciate the most — though narrowing them down was no easy task.

So, without further ado, here’s my list!

Telephony Features in lynes

lynes has tons of telephony features — and many of them are real gems. Here are a few of our favorites that we use daily:

Analytics

We track our KPIs directly in lynes Analytics, where you can easily see when most calls come in, when calls are missed, and much more.

A smart trick we use is converting missed calls into followed-up calls. You simply call back, talk to the customer, add a comment, and mark the call as handled.

Detailed View for Answer Groups

We use the detailed view to keep track of our different answer groups. It shows, in real time, how many agents are available, which calls are active, and overall group status.

Text-to-Speech (TTS)

We use TTS for all our audio files and voicemail greetings. It lets you create professional audio recordings with just one click.

Call Recording

This flexible feature records both users and answer groups. We use it to continuously improve quality across departments and to collect material for future training.

Integrations You’ll Actually Need

We’ve written a lot about integrations — and for good reason. They take your “ordinary” telephony to the next level.

Thanks to caller ID and our HubSpot integration, we always know who’s calling.

Every incoming and outgoing call automatically triggers a lookup, instantly showing the contact in HubSpot.

This saves time and helps our teams work more efficiently — no more searching for customer details.

The integration also logs every call, so you can easily see who last spoke to the customer.

Share Everything

lynes was built to make collaboration easier — and one of the best tools for that is the ability to share.

You can share things like:

Call recordings
Chat messages
Emails
Call logs
Survey results

When sharing, you can send it immediately or schedule it for later.

Personally, I often share call logs with comments — for instance, asking a colleague to call back a customer or adding context to a recorded call.

Long Live the Chat

There are two types of people: those who use threads — and those who don’t.

Please, don’t be the latter!

Chats often host multiple discussions at once, and if you’re involved in more than one, it’s crucial to keep messages in the right thread. That way, colleagues can catch up asynchronously.

As someone who loves structure, I can’t stress this enough: organize your teams and chat channels properly — and use threads.

We have a mix of channels:

A private channel for each office
Department channels (both open and private)
A #offtopic channel for memes and random fun

A few other chat features I really appreciate:

Ad-hoc conferences
Synced channels (e.g., with Slack) for cross-company collaboration
Guest users, such as consultants or project partners who join directly in lynes