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ActionPlans Settings

November 16, 2020

Overview

The purpose of the ActionPlans settings are to allow you to control communications that come in and out of ClientTether.

Please make sure to click the save for each category if you make any changes in those categories.

Topics

Action Call Options

Action Call Options are settings specific to immediate or delayed automated calls in action plans.

You have three general choices

  1. Default – Calls the number listed as Phone on the Account Info Page
    1. You will note there is a check box below the Default setting. This will route automated calls to the phone number for the Assigned User. This will work as long as the Assigned User account has a phone number listed in their user profile.
  2. Ordered – Will ring through a set order of users.
  3. Simultaneous – Will call a set group of users at the same time. The first to pick up gets the call.

With ordered and simultaneous options a list of users and phone numbers will appear that you can organize between Active and In-Active columns.

Please note the order is important for the Ordered setting. The order does not matter on simultaneous.

ClientTether Phone Returns

These settings affect how things are handled in your system when someone calls your ClientTether account phone number.

You have seven general setting choices in this section.

  1. Caller Id – select if you would prefer to see the ClientTether Number on your phone or the number of the client calling in.
  2. Play Client Status Message – Let’s the caller know they have reached your company and someone will be with them shortly. This setting also immediately calls your team (per the call settings below) and notifies them of who the caller is (if known) and gives them the option to accept or decline the incoming call. If Declined, the caller will receive a notification that all agents are busy and that they can leave a message.
  3. Ring Time Before Rolling – how long the caller is allowed to be on without an answer. Depending on your settings this will either move them straight to voicemail or to the next number if you are using Ordered calling.
  4. Default – Calls the number listed as Phone on Account Info Page
    1. You will note there is a check box below the Default setting. This will route automated calls to the phone number for the Assigned User. This will work as long as the Assigned User account has a phone number listed in their user profile.
    2. Pass Through – Allows you to tell the system to NOT check for machine answering, which allows a machine to answer and give a prompt or message. Ideal if you are using a hunt group for your main number. This feature is not available in all accounts. If you are interested please reach out to your Client Success Manager.
  5. Ordered – Will ring through a set order of users.
  6. Simultaneous- Will call a set group of users at the same time. The first to pick up gets the call.
  7. This field is for you to type the phone number you want incoming calls to your ClientTether Account phone number to be forwarded to.

With ordered and simultaneous a list of users and phone numbers will appear that you can move between Active and In-Active columns.

Please note the order is important for the Ordered setting. The order does not matter on simultaneous.

System Emails to/from Users

This series of settings allows you to determine what happens when emails are being received into the system and being sent out from the system.

You have three General Categories

  1. BCC Account Owner When… – Allows you to choose to bcc the account owner when certain events take place such as when
    1. Action plans or scheduled emails are sent
    2. Bulk emails are sent
    3. Manual Emails are sent
    4. New Leads are created by parse, post, or API
    5. Account Owner sends an email
  2. Send Today’s Schedule To… – You can opt to have the schedule sent to either the account owner or the account users. If you don’t check either box it won’t be sent to anyone.
  3. Action Plan Emails
    1. You can opt to have Action Plan Emails “sent” from Assigned Users. If this is not checked all Action Plan Emails are “sent” from the account owner.

Account Text Settings

These settings affect how things are handled in your account when you receive a text to your ClientTether number.

In this category you have four settings.

  • The phone number you want to receive all text notifications if there is no Assigned User (AU)
  • Whether to send texts to the Account Owner during Operation hours only or not.
  • Whether to send Delayed Action Plan texts during business hours only or not.
  • End Connection Plan on Return Text

The Account Text Settings are related to the Notification Controls.

In the Account Text Settings, enter the phone number where ‘all’ Text Notifications should be sent if the Account Owner’s Settings includes Text AU and the Contact does not have an Assigned User (AU).

Notice the Purple ellipse in the image above. This highlights that Text Received is set in the AO’s settings to send the AO a message by text if they are the AU or fwd the text to the specified number if there is no AU. In other words , if a text is received from a Contact that does not have an AU, then the text notification will be sent to the phone number entered.

For example let’s suppose two different Contacts send a text message into the system. One has an AU and the other does not.

Contact 1 has an Assigned User (AU). Therefor the system will only consider the Notification Controls of the AU (both Text and Email).

Contact 2 does not have an Assigned User. In this case the Notification Controls of the AO will be considered. If Text AU is true, then a Text Notification is fwd to the specified number entered here because there is not AU. (If the Email AU is true, then the system will fwd an email to the AO’s Email.)

Notice the second checkbox in the Purple ellipse is not checked, which means if Contact 2 sends in a “Stop” texting me message, that message will not fwd to the specified number entered here.

One might ask, is it possible to shut down Notifications enough that all messages are essentially lost? The answer is, “yes”. But Notification’s control on a User by User basis is the User requested feature now embodied in Notification Control and Account Text Settings. The Account Text Settings is an attempt to have one last bucket to collect messages.