How it works
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How to Set it Up
Standard Call Flow
1. Find the campaign you wish to add call settings to, and click the "edit" icon to update the campaign settings.
2. From the main page of your campaign, navigate to the "Inbound Settings" tab
3. Now you have the opportunity to build a call flow using the drop down options on the page. You can add multiple items by clicking the red plus sign to add additional drop down options in your call flow, see example below:
Drop down options in the call flow include:
FORWARD TO: This option will simply forward the campaign phone number to any 10 digit phone number you enter in the forwarding field. You will have the option to chose whether or not the caller ID of the incoming caller is sent to the forwarding number or if you would prefer the caller ID of the campaign be sent to the forwarding number. For example, if you are forwarding calls to your cell phone, and you want to be able identify any call as a call from this campaign, you may choose to use the "Caller ID of the Campaign" so when your phone rings you will see the campaign phone number and recognize it. Lastly you will need to fill in the "Time out" box. Enter the number of seconds you want this action to take place before the system moves onto the next item in your call flow.
VOICEMAIL: If you want the software to collect a voicemail for your campaign, you will need to set up your voicemail. In order to use this feature, please record your voicemail audio in an MP3 format, and upload it to the software in the templates library. Once the audio is in the templates library, you will see it available to select from the drop down. Templates library can be access here:
GREETING: This option allows an audio message to be played during the call flow. In order to use this feature, please record your audio in an MP3 format, and upload it to the software in the templates library. Once the audio is in the templates library, you will see it available to select from the drop down. Templates library can be access here:
SMS: This feature allows a text message to be automatically sent to the caller. In order to select the text verbiage, you will again need to create an SMS template in the templates library. Once the template is created, it will be available to select from the drop down. Templates Library can be accessed here:
CONNECT TO AGENT: If you have team members you want to handle the incoming calls for this campaign, you can use the "Connect to Agent" option. You will be prompted to select the caller group to be accessed by the system. Click on the "Caller Group" tab if you need to create a new caller group and add team members to the group.
PHONE EXT: This feature allows you to record an IVR style greeting directing people to enter an extension to be transferred to a specific team member/manager. Selecting this prompt will only populate team members/managers who have extensions already created and active in the system, and will look like this:
From here you will select the "voicemail" (all audio file saved as an MP3 to your templates library will be available to select here from the drop down). All available extensions of team members and the manager will populate in the list on the far right.
Phone Extensions may be added under the TEAM tab in the profile by editing any team members / manager who have/has their phone settings connected.
UNSUBSCRIBE. This will automatically unsubscribe any phone number that calls into the campaign.
NEW IVR FLOW / MY CALL FLOWS. This option allows you to connect an interactive voice response (IVR) menu to your campaign. IVR call flows require the caller to enter a number on their key pad to be directed according to their selection. IVR call flows are built separately and once you have created one, they will appear at the bottom of the drop down under "My Call Flows." See here:
Learn more about building an IVR below.
Building IVR Call Flows
IVR call flows require the caller to enter a number on their key pad to be directed according to their selection. IVR call flows are built separately and once you have created one, they will appear at the bottom of the drop down under "My Call Flows." See here:
1. From the main page of your campaign, navigate to the "Inbound Settings" tab
2. To access the IVR Call Flows, click "Manage IVR Menus" then "Build New IVR Menu"
3. You will be prompted to give your new IVR a name.
4. The first step to building a new IVR is to create an audio greeting (MP3) detailing for the caller what options are available and what number to press to access the options. For example: "For sales, press 1, for support, press 2," and so on. The IVR allows a text to speech options for this menu if you select "Text," or a better option is to select "File" which will allow you to use a prerecorded audio menu. Once you have recorded your greeting, upload this file to the templates library and the MP3 will become available to select from the drop down.
5. Once your greeting menu has been added, you will need to create all the key prompts for the menu. Click the "New IVR Prompt" button to create new menu items:
6. Create the IVR. Add as many prompts as you like and fill in the options you desire for your menu.
Enter the number from the key pad to direct the caller
Fill in the desired menu action. If you have any question about what a menu option means, please see the first part of this article where all the menu options have been described. You will also be able to add an IVR menu within this IVR menu
Tags: Tags are an additional tracking mechanism, and optional. If you want to tag a caller who pushes a certain number, find the tag that you have already created from the drop down menu and select it. When the caller pushes the number, the specific tag will be added to their contact profile. This can also be useful in triggering automations as well as searching for contacts containing specified tags.
7. Complete and save your menu. Enter the number of times your menu should repeat before disconnecting if no option is selected. Then select "Update" to save the menu.
8. Return to the main inbound call settings menu to select the new IVR you have just created, and save the setting to make it live:
After Hours Call Flow & Conditional Call Flows