Forum Posts

Ad Duniya
Mar 31, 2022
In Self Help Forum
The CallRail team works around the clock to improve your experience with our platform. Here's a look at this month's hottest updates. Lead Center Updates Assign a Primary Agent to a Contact The new Assign Primary Agent feature will allow a contact's texts and forms to be routed only to the assigned Primary Agent. Calls will still follow call flow routing rules and chats will show up to all agents due to the need for fast response times. This feature is designed to help agents build relationships with their contacts. For the contact (whether it's a client of your company or a promising prospect), it's more pleasant to continue a conversation with the same agent than to introduce yourself to a new agent each time. It also helps agents prioritize, especially those handling a high volume of inbound and outbound communications. An example would be the teams responsible for outgoing calls and SMS. Knowing which contacts they are responsible for following up with helps them prioritize their workday. Another benefit is that having a clear assignment of contacts within a team gives administrators visibility into their team's workload and the ability to ensure that the load is distributed evenly. How to Assign a Primary Agent To Employee Email Database assign a primary agent to an existing contact from the Contacts page, simply click on the contact's name. Contacts in the management center Next, select the pencil icon to enter Edit mode. Adding a Master Agent on Lead Center Finally, select a Master Agent from the drop-down list and save your changes. This agent will immediately become the person to whom all new text messages and form submissions from this contact will be routed. Have a lead that isn't yet a contact? It is easy to convert them. Select an existing interaction with the lead, then click Add Contact in their Lead Details panel. You will be able to assign them a primary agent as part of the conversion process. Add Lead as Contact in Lead CenterPart 2 of Adding Lead Center Clickable Phone Numbers on Contacts Page and Lead Details PanelWe've added a new enhancement that allows users to click on the phone number of a contact on the Contacts page. You can now click on the phone number and you will be taken to Agent View, which will prompt the dialer to open with the pre-populated phone number. We've added this same enhancement to the Track Details panel. You can see this improvement by selecting a person in your inbox. Their Prospect Details panel will appear on the far right of your screen. Clicking the phone number here will also open the dialer with the prospect's phone number automatically filled into the dialer. No more copy-pasting! Before Contacts before After Contact after See agent names on interaction history listWhen viewing a prospect's past interactions, you can now see the name of the agent who handled those interactions. We've heard requests for this as an "audit trail" feature or "I want to know which agent handled the interaction on May 24". Before View of agent name on contact interactions before
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Ad Duniya
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