Incoming Call Handling

How do you do this? What would an example of different call handling options look like?

Incoming callers are added to Engage CRM, tags can be applied, and recordings of calls may be added to the contact record.

Why are recordings of calls important?

How Folks Are Using Incoming Call Handling

Because we use Slack, we set up a calls channel, and every time a call comes in, it logs a message into the calls channel with the Engage CRM Contact ID, the time they called, and their name.

This allows us to make sure that calls don't slip through the cracks and everyone on the team can see if a call they were expecting came in.

Before, incoming calls were a black box and the only way to know who called was to go back and look at statements with the phone company.

Incoming Call Handling allows you to transfer to your office number during work hours and after hours you can have it direct your call straight to a voicemail integrated with Engage CRM so that you can be notified of the voicemail.

Set up your call handling with a call tree so that the contact can choose to speak to sales or support based on what option they choose. Then, tag them based on what option they choose and follow up with the appropriate campaign.

If they choose customer support, we can automate a feedback survey text or email a couple hours after their call.

Create a call group in the team members page and then using the incoming call handling to forward to all those agents at the same time.

Because groups and team members can have custom hold music and voicemail, if no one is able to answer, the caller can be directed to voicemail that is connected to Engage CRM to insure that the team is made aware of the missed call and message.