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.

ClientTether Text Return

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

In this category you have four settings.

  • The phone number you want to receive SMS messages and notifications
  • Whether you want a new lead texted to the Account Owner
  • Whether to send Delayed Action Plan texts during business hours only or not.
  • Divert Texts to Assigned User’s phone