The internal label for the phone number could be something like “primary marketing number” or even named after the employee responsible for managing it.
When someone dials the newly purchased number, the call will automatically be forwarded to the designated phone number set in this field.
By default, if this box remains unchecked, the caller’s phone number will appear on the Caller ID when they reach out. However, if we check this box, the system will instead display the newly purchased number as the Caller ID. This can be useful, as it ensures you can instantly recognize incoming calls from this specific sub-account.
This feature allows you to show your verified phone number in the callerID of the recipient when you are making outbound phone calls.
If this box is not checked, incoming calls will function as normal so that the call immediately connects when you answer. If we check this box, however, you’ll hear a whisper message prompting you to push a button on your phone to accept the incoming call.
Why you would want to activate this feature:
Throughout the CRM, you can automate off-call statuses such as connected vs. not connected, which enables you to do powerful things like automatically sending a text message back to any inbound calls that go unanswered. We call that the Missed-Call Text-Back, which we’ll learn to set up next.
To execute automation like that, the system needs to know if a call is connected, and often it can get confused by thinking that a voicemail recording is actually a person. When that happens, the call is categorized as connected even though it really didn’t connect to a human.
We can eliminate the possibility of confusion by checking the checkbox. By checking the box, the receiver of the inbound call must press a key to connect. That way, the system always knows whether or not a call was actually answered by a human, which is why we recommend turning this on.
The Whisper Message controls the message played to the person who answers the call when the Call-Connect features are enabled. So we would put something like “CRM call” or “Call from your agency name, press a key” so that you know you’re about to hop on a call from the system and that you need to press a key to connect.
Enabling call recording is a highly valuable feature, as it not only captures conversations but also seamlessly integrates the recordings into each contact’s conversation stream. This means calls will be stored alongside emails, text messages, Facebook messages, Instagram DMs, and more. If you activate this feature, keep in mind that many states require a disclaimer, such as “This call is being recorded for quality assurance,” to inform callers of the recording.
The amount of time (in seconds) the system lets the inbound call ring before being dropped or forwarded to a voicemail (personal voicemail or pre-recorded voicemail within the CRM).
If you want the lead to reach your cellphone voicemail, you can leave this field blank or add 60 secs.
If you want the line to ring and the lead to reach a pre-recorded voicemail set within the CRM, add the inbound call timeout to around 20+/- seconds. Setting a short timeout will ensure the line doesn’t ring long enough to reach your personal voicemail recording
If you want inbound calls to go straight to the pre-recorded voicemail within the CRM, set the inbound call timeout to 1-4 seconds. This will ensure that the voicemail set within the CRM is used. If so, you must ensure you have uploaded a voicemail (MP3/WAV file) within the Business Info tab or the assigned users’ profile settings.
The amount of time (in seconds) the system lets the outbound call ring before dropping the call. Setting a shorter outbound timeout to 30 +/- seconds will reduce your chances of reaching the customer’s/leads voicemail. This is ideal if you run voicemail drop campaigns or your agents have large lists and only want to speak to readily available leads.
This feature allows you to pass incoming calls to users (team members) in your sub-account. When you get a phone call, the phone of every user you select here will ring until someone picks up the call or the timeout has occurred. You can select up to 7 users to receive incoming phone calls, which increases the likelihood of calls being answered by your team even if a few team members are unavailable at the time of the incoming call.
Q: What is the system’s default behavior if the Inbound/outbound call timeout is blank?
A: The system’s default behavior is 60 secs for both.
Q: What URL do I provide when verifying a toll-free number for my sub-account?
A: You would provide the URL to your business website, the one that would be a potential point-of-contact for customers and prospects who receive your sms messages.
How to locate the gaining SID for the account: 1. Click on sub-account name on the top left 2. Click on Switch to Agency View 3. Click on Settings 4. Click on Phone Integration 5. That’s the master Twilio account SID 6. Click on Sub Account Settings 7. Select the pencil icon on the right […]
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Ensuring consumer trust in voice communication is essential. People expect relevant and personalized interactions while being safeguarded from spam and intrusive calls. This guide outlines the latest best practices to help uphold a strong caller reputation. Why does caller reputation matter? Across the industry, ongoing efforts are being made to curb unwanted calls to consumers. […]
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Blind Transfer Search Contact, click on the Contact to Transfer & End the current call Warm Transfer Search Contact, click on the Contact to Call & Hold the current call, once they pickup, we can merge them. FAQs: 1. If I log in as the user with an assigned Twilio number, why are calls going […]