Automating Phone Connections Between Team Members And Leads

Workflows, Automation No Comments

Understanding the Workflow

To begin, it’s crucial to grasp the workflow that enables this automated phone connection. Here’s a step-by-step breakdown:

  1. Opt-In Form Submission: The potential lead fills out an opt-in form, providing their name, email, and phone number.
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2. Triggering the Workflow: The submission of the form activates a predefined workflow within the CRM.

3. Call Action Initiation: Within this workflow, a call action is set up to automatically initiate a phone call.

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Setting Up the Call Action

The call action is a pivotal part of this automation. Here’s how to configure it:

  • Call Step Configuration: In the workflow, select the call action step. This is where you define the phone call parameters.
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  • Whisper Message: Input a whisper message that will be played to your team member before connecting them with the lead. This message typically includes information about the lead’s origin (e.g., “This is a lead from [Your Agency Name].”).
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  • Acceptance Prompt: Configure the system to require your team member to press a specific number to accept the call. This step ensures that the call is intentionally accepted before proceeding.
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  • Connecting Both Parties: Once you accept the call, the CRM automatically dials the lead’s phone number, connecting both parties.

Practical Example

To illustrate, let’s consider a scenario:

  1. A potential lead visits a dentist’s website and fills out an opt-in form with their contact information.
  2. The form submission triggers the workflow, initiating a call to the dentist’s phone.
  3. The dentist receives the call, hears the whisper message, and presses the designated number to accept the lead.
  4. The CRM then calls the lead, connecting them directly with the dentist.

Troubleshooting Tips

  • Spam Risk Notification: If calls are being flagged as potential spam, consider using a more recognizable phone number or informing leads ahead of time about the call they should expect.
  • Call Acceptance Issues: Ensure the acceptance prompt is clear and that your team member knows which number to press to accept the call.

Frequently Asked Questions

Can I customize the whisper message?

  • Yes, the whisper message is fully customizable to fit your or your team member’s preferences.

What happens if the lead doesn’t answer?

  • You can configure the workflow to attempt the call again after a specified time or to leave a voicemail.