Update Taking Calls workflow for Reclaim.ai

Start by using the

[`Support::Customer Calls::Offer a call`](https://gitlab.com/gitlab-com/support/zendesk-global/macros/-/blob/master/active/Support/Customer%20Calls/Offer%20a%20call.md?ref_type=heads)

macro in Zendesk. Be sure to change `ONETIME_PERSONAL_CALENDLY_LINK` to be your own personal

Calendly link.

macro in Zendesk. Be sure to change `ONETIME_PERSONAL_MEETING_CALENDAR_LINK` to be your own personal

Reclaim.ai Scheduling link.

When sending a customer a call link:

- Always use [single-use Calendly link](/handbook/support/workflows/calendly#generating-a-single-use-calendly-link)

- Always use [single-use Scheduling link](/handbook/support/workflows/reclaim#generating-a-customized-hidden-scheduling-link)

  to invite customers to a call so that we can avoid ghost calls.

- Ensure the [event title](https://calendly.com/event_types)

  [includes the word `Support`](/handbook/support/workflows/calendly#support-calls-in-the-team-calendar)

  (case insensitive). This is necessary for the event to appear in the

  `GitLab Support` Calendar.

- Make sure your Calendly event includes a required Invitee Question asking

  for the Zendesk ticket number.

- Make sure your Scheduling Link name includes the ticket number.

- Ensure that the **Booking page customization** **Webhooks** [includes "Add to Global Support calendar"](/handbook/eta/css/reclaim/#how-to-opt-into-it).

  This is necessary for the event to appear in the `GitLab Support` Calendar.

- If you know your availability is limited, or you need additional backup,

  check with another SE to see if they might also be available to take the call.

### Customer No Shows

There are many reasons that a customer may not be able to join a call. If a customer doesn't join the call and you've waited for over *10 minutes*, end the call, update the ticket and resend your Calendly link to schedule a new call. Your response on the ticket should just state that you're sorry you didn't get a chance to meet and that you invite them to use the link to schedule a new call.

There are many reasons that a customer may not be able to join a call. If a customer doesn't join the call and you've waited for over *10 minutes*, end the call, update the ticket and resend your Scheduling link to schedule a new call. Your response on the ticket should just state that you're sorry you didn't get a chance to meet and that you invite them to use the link to schedule a new call.

## Post-call